Unstable, intermittent connection since a week, packet drops, high latency

[olo12345]

Hello,

Since 16/10 our internet connection is not great. We are experiencing high latency, packet drops and connection drop outs as shown in the think broadband graph below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/74aafff5aa3178fcdf73d45bf71f326bd887fa59

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	170750000	0.2	38	256 qam	5
2	138750000	0	38	256 qam	1
3	146750000	1.2	38	256 qam	2
4	154750000	0.2	38	256 qam	3
5	162750000	0.5	38	256 qam	4
6	178750000	0.4	38	256 qam	6
7	186750000	0.4	38	256 qam	7
8	194750000	0.2	38	256 qam	8
9	202750000	0.2	38	256 qam	9
10	210750000	0	38	256 qam	10
11	218750000	0.2	37	256 qam	11
12	226750000	-0.5	37	256 qam	12
13	234750000	-0.5	38	256 qam	13
14	242750000	-1.7	38	256 qam	14
15	250750000	-0.2	38	256 qam	15
16	258750000	0	38	256 qam	16
17	266750000	0	38	256 qam	17
18	274750000	0	40	256 qam	18
19	282750000	0.2	38	256 qam	19
20	290750000	0.7	38	256 qam	20
21	298750000	0.4	38	256 qam	21
22	306750000	0.2	38	256 qam	22
23	314750000	0	38	256 qam	23
24	322750000	1.2	38	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	104551	466493
2	Locked	38.6	259409	19452
3	Locked	38.9	311866	15648
4	Locked	38.6	382454	23483
5	Locked	38.9	377528	19348871
6	Locked	38.9	123686	6731
7	Locked	38.6	76407	2135
8	Locked	38.9	89136	2043
9	Locked	38.6	119217	4402
10	Locked	38.9	103060	3141
11	Locked	37.6	52320	3145
12	Locked	37.6	56427	2584
13	Locked	38.9	64914	3227
14	Locked	38.6	52965	1554
15	Locked	38.6	37390	1348
16	Locked	38.9	35979	1173
17	Locked	38.6	29861	867
18	Locked	40.3	44670	1128
19	Locked	38.6	28940	971
20	Locked	38.9	26765	606
21	Locked	38.9	21200	451
22	Locked	38.6	19394	289
23	Locked	38.6	29323	216
24	Locked	38.9	16212	151

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53700000	49	5120	64 qam	10
2	39400000	47.5	5120	64 qam	12
3	46200000	49	5120	64 qam	11
4	60300000	49	5120	64 qam	9

Please could anyone check if there issue with our connection or some wider area issue?

[Tudor]

Power levels ok, but we are missing the upstream T1/2/3/4 stats. The downstream looks horrendous, but these figures are accumulated since the hub was last power cycled. So please power cycle your hub and post a new full set of figures after a few hours. We can then get an up to date view.

[olo12345]

Thanks I have restarted my superhub recently, broadband connection is still not great, here are the logs:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	170750000	0	38	256 qam	5
2	138750000	0.2	38	256 qam	1
3	146750000	0.7	38	256 qam	2
4	154750000	0.2	38	256 qam	3
5	162750000	0.5	38	256 qam	4
6	178750000	0	38	256 qam	6
7	186750000	0.2	38	256 qam	7
8	194750000	0.2	38	256 qam	8
9	202750000	0.2	38	256 qam	9
10	210750000	-0.2	38	256 qam	10
11	218750000	0	38	256 qam	11
12	226750000	-0.7	37	256 qam	12
13	234750000	-0.7	38	256 qam	13
14	242750000	-1.7	38	256 qam	14
15	250750000	-0.2	38	256 qam	15
16	258750000	-0.2	38	256 qam	16
17	266750000	0	38	256 qam	17
18	274750000	0	38	256 qam	18
19	282750000	0	38	256 qam	19
20	290750000	0.5	38	256 qam	20
21	298750000	0.4	38	256 qam	21
22	306750000	0.2	38	256 qam	22
23	314750000	0	38	256 qam	23
24	322750000	1	38	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	16148	132069
2	Locked	38.6	39380	3086
3	Locked	38.6	49038	1873
4	Locked	38.9	42849	1418
5	Locked	38.9	43334	4436222
6	Locked	38.6	29155	956
7	Locked	38.9	25249	1542
8	Locked	38.9	40529	3645
9	Locked	38.9	33652	3750
10	Locked	38.9	23539	1889
11	Locked	38.6	14834	593
12	Locked	37.6	11819	488
13	Locked	38.9	11371	239
14	Locked	38.9	7055	67
15	Locked	38.6	4103	120
16	Locked	38.9	7267	96
17	Locked	38.6	10583	99
18	Locked	38.9	8899	87
19	Locked	38.6	3488	75
20	Locked	38.9	5691	47
21	Locked	38.6	2666	21
22	Locked	38.6	2432	19
23	Locked	38.9	3258	10
24	Locked	38.9	3182	34

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53700017	49	5120	64 qam	10
2	39400000	47.5	5120	64 qam	12
3	46200053	49	5120	64 qam	11
4	60300019	49	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log
Time Priority Description
23/10/2021 00:52:31 critical SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 00:52:29 Warning! RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 00:52:20 critical SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:07:29 Warning! RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:07:29 critical SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:06:59 Warning! RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:06:59 critical SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:06:29 Warning! RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:06:29 critical SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:05:59 Warning! RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:05:59 critical SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:05:29 Warning! RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:04:59 critical SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:04:29 Warning! RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 23:04:29 critical SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 22:58:29 Warning! RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 22:58:6 critical SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 22:50:29 Warning! RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 22:50:25 critical SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 20:01:8 Warning! RCS Partial Service;;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Horrendous PostRS figures, pointing to noise ingress in the circuit.  All you can do is check all the connections from the Hub to the outside omnibox are tight and secure.  Apart from this a VM technician will be needed to find and fix the issue.

[David_Bn]

Thanks for your post on our Community Forums @olo12345,

I'd like to take a closer look into this to issue you further

Check out the purple envelope in the top right hand corner for a private message from me

Kindest regards,

David_Bn

[olo12345]

Thank you for responding, I replied to your message.