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CrystalGipsy
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BR3 area loosing service too many times a day

Over the last few weeks my service in the BR3 area has been terrible with complere outages many times a day and when it does return severly dropped in bandwidth. 

1298750000-0.935256 qam21
21387500001.935256 qam1
31467500001.535256 qam2
41547500001.528256 qam3
5162750000126256 qam4
6170750000128256 qam5
71787500000.735256 qam6
81867500000.935256 qam7
91947500000.735256 qam8
102027500000.536256 qam9
11210750000035256 qam10
12218750000-0.435256 qam11
13226750000-0.235256 qam12
14234750000-0.735256 qam13
15242750000-0.936256 qam14
16250750000-0.937256 qam15
17258750000-0.536256 qam16
18266750000-0.536256 qam17
19274750000-0.736256 qam18
20282750000-0.534256 qam19
21290750000-0.934256 qam20
22306750000-0.535256 qam22
23314750000-132256 qam23
24322750000-0.931256 qam24



Downstream bonded channels

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

1Locked35.56330
2Locked35.71080
3Locked35.72990
4Locked28.320300302423758
5Locked26.5216124438075
6Locked28.312850352963753
7Locked34.912920
8Locked35143750
9Locked35.550600
10Locked36.36400
11Locked35.5764520
12Locked35.5791690
13Locked35.5165420
14Locked35.719260
15Locked36.32000
16Locked37.600
17Locked36.3310
18Locked36.3210
19Locked36.380
20Locked34.4832500
21Locked34.9146040
22Locked35.7880
23Locked32.613932980
24Locked31400512425781

 

Upstream bonded channels

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

12580004140512064 qam6
23259999640.5512064 qam5
33940001741.5512064 qam4
44620001243512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

14/07/2021 21:45:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:45:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:45:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:44:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:43:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:43:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:43:13Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:43:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:42:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:42:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:42:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:42:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:41:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:41:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:41:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:41:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:41:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:41:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:41:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/07/2021 21:41:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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lotharmat
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Re: BR3 area loosing service too many times a day

The RxMER is too low on a few channels hence the errors and the intermittent connectivity!

You'll need a tech visit to sort!

Hang tight for VM forum staff!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

lotharmat
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Re: BR3 area loosing service too many times a day

Also check for service outages - The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

jpeg1
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Message 4 of 9
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Re: BR3 area loosing service too many times a day

Also check that all the coax connectors to the Hub and TV box/es are tight.

Signal interference on some distinct channels is a common sign of a poor connection either inside or outside the house.  The coax cable becomes resonant instead of a constant impedance. 

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Megan_L
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Helpful Answer

Re: BR3 area loosing service too many times a day

Hi CrystalGipsy, 

Thanks for using the forums to get this issue with your broadband services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

I have already taken the time to look into your services and can see straight away that there are unbalanced specs with your downstream channels - which will need an engineer to resolve. 

I will send you a PM in a moment in order to get this booked in for you 🙂

Just for future issues with your services and for any other users that are looking at this thread for help, I have a few links below that might help with general issues - 

  • Our Service Checker is a good tool to use to check if there are any area outages ongoing with Broadband, TV, Landline and Mobile. It usually lets you know what is wrong and how long it's going to take for the engineers to fix (estimated time of course)
  • Your Online Account also has a good tool which helps diagnose a fault within your home network with your Broadband, TV and Landline, it will tell you what's up and what to do next. 
  • We also have a good section for faults on our website here - Help Website - it will give you flows for diagnosing and rectifying faults on a multitude of aspects. A really good link to bookmark!  

Speak to you in a PM soon!

Thanks,

Megan_L

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CrystalGipsy
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Re: BR3 area loosing service too many times a day

Thanks for the response your online service checker would not work always errored out and there is no mention of any service outage for the current occurrences. Bandwidth is currently at 40mb/s which is considerably less than the 350 I am supposed to get. 

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Megan_L
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Re: BR3 area loosing service too many times a day

Hi CrystalGipsy, 

Thanks for chatting with me in our PM, I have now booked an engineer visit for you. 

If you need to double check, change or cancel your appointment you can do so through your Online Account instead of waiting for me to come back on shift lol 🙂

If you need any further help after the appointment, please let us know on here so we can continue to support you!

Thanks so much and good luck.

Megan_L

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CrystalGipsy
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Re: BR3 area loosing service too many times a day

All sorted the cable running from the box to modem was damaged, as it's under the floor the engineer replaced it around my skirting  and all is much better. Let's hope for no more loss of service when the service is running. 

Thanks for sorting this out so quickly. 

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David_Bn
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Re: BR3 area loosing service too many times a day

Thanks for the update CrystalGipsy, and thanks for @Megan_L for insuring our team we're able to get to your property to have this resolved.

 

Do please let us know if you have any further issues with the connection moving forward

 

Kindest regards,

 

David_Bn

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