Menu
Reply
jonthebrit
  • 12
  • 0
  • 0
Joining in
395 Views
Message 1 of 10
Flag for a moderator

Broadband keeps dropping (600mbs)

I've been having issues with my broadband for a few weeks now with connection drops infrequently but daily.  Recently this seems to have degraded so the connection drops are now quite common.

I've done the usual, restarted and tightened the cable coming into the router (HUB 3) but it makes no difference.  Guidance appreciated!

I want to avoid an engineer visit and anyone outside my household coming into my house unnecessarily.  Surely these devices can be remotely managed?

The current uptime is ~10 days 4 hours.

Network log :

Time Priority Description

14/04/2021 11:49:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 00:52:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 22:54:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 16:31:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:05:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 15:31:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 14:11:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 05:11:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 02:45:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 04:11:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 02:11:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 23:01:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 21:10:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 20:38:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 20:27:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 03:58:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 03:33:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 01:56:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 11:04:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 10:32:54critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

And this post RS errors are crazy ...

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

1139000000-0.440256 qam1
21470000000.240256 qam2
3155000000040256 qam3
41630000000.240256 qam4
51710000000.240256 qam5
6179000000-0.240256 qam6
7187000000040256 qam7
8195000000-0.440256 qam8
9203000000-0.540256 qam9
10211000000-0.440256 qam10
11219000000-0.736256 qam11
12227000000-0.740256 qam12
13235000000-140256 qam13
14243000000-140256 qam14
15251000000-1.240256 qam15
16259000000-1.540256 qam16
17267000000-1.440256 qam17
18275000000-1.240256 qam18
19283000000-1.540256 qam19
20291000000-1.540256 qam20
21299000000-140256 qam21
22307000000-1.540256 qam22
23315000000-1.540256 qam23
24323000000-1.740256 qam24



Downstream bonded channels

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

1Locked40.3235107363273
2Locked40.36833222957
3Locked40.38539829525
4Locked40.39847527909
5Locked40.31680520751
6Locked40.91391426955
7Locked40.31335218496
8Locked40.31594115386
9Locked40.91868111793
10Locked40.92122316347
11Locked36.338053585
12Locked40.91161221200
13Locked40.9210945670
14Locked40.32136513068
15Locked40.32133212376
16Locked40.32085312019
17Locked40.32057110930
18Locked40.9176712326
19Locked40.9167722176
20Locked40.3162161921
21Locked40.3141751781
22Locked40.9111421911
23Locked40.3103441771
24Locked40.398251907

 

Any help greatly appreciated!

0 Kudos
Reply
jonthebrit
  • 12
  • 0
  • 0
Joining in
393 Views
Message 2 of 10
Flag for a moderator

Re: Broadband keeps dropping (600mbs)

EDIT : Tried to post an image of my think broadband graph of the last 24 hours .... didn't work and the html links don't seem to be allowed.  Anyway, it showed ~ 9 short outages in the last 24 hours.

I'm wired directly into the router and have wifi disabled (use a separate router for wifi).

Thanks,

Jon

0 Kudos
Reply
jonthebrit
  • 12
  • 0
  • 0
Joining in
376 Views
Message 3 of 10
Flag for a moderator

Re: Broadband keeps dropping (600mbs)

Sorry to reply to my own post again 🙂  Just noticing comments from other posts on here so thought I would add that info.

I did a factory reset just before the last router bounce (10 or so days ago).

Upstream info ..

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

13260000046512064 qam5
24620000046.8512064 qam3
33940006446.3512064 qam4
45370000047512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0020
4ATDMA0020

 

And whatever this bit is ...

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078-b.cm



Primary Downstream Service Flow

SFID175584
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID175583
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
0 Kudos
Reply
jonthebrit
  • 12
  • 0
  • 0
Joining in
295 Views
Message 4 of 10
Flag for a moderator

Re: Broadband keeps dropping (600mbs)

System uptime : 1 day 14 hours ...

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1139000000-2.938256 qam1
2147000000-2.240256 qam2
3155000000-2.538256 qam3
4163000000-2.240256 qam4
5171000000-1.938256 qam5
6179000000-240256 qam6
7187000000-238256 qam7
8195000000-2.240256 qam8
9203000000-2.240256 qam9
10211000000-2.240256 qam10
11219000000-2.536256 qam11
12227000000-2.540256 qam12
13235000000-2.540256 qam13
14243000000-2.740256 qam14
15251000000-2.740256 qam15
16259000000-340256 qam16
17267000000-2.740256 qam17
18275000000-2.440256 qam18
19283000000-2.740256 qam19
20291000000-2.940256 qam20
21299000000-2.440256 qam21
22307000000-2.540256 qam22
23315000000-2.540256 qam23
24323000000-2.740256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.96121053433
2Locked40.38434747
3Locked38.98670461
4Locked40.316593328
5Locked38.9754301
6Locked40.3365183
7Locked38.6290153
8Locked40.3257152
9Locked40.3339146
10Locked40.3300138
11Locked36.6338120
12Locked40.9161128
13Locked40.317880
14Locked40.3193105
15Locked40.319875
16Locked40.317855
17Locked40.918779
18Locked40.319286
19Locked40.316680
20Locked40.320279
21Locked40.312042
22Locked40.316041
23Locked40.3172100
24Locked40.318771

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000049.5512064 qam5
24620000051512064 qam3
33940000050.5512064 qam4
45370002051512064 qam2



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0010

 

Log covering this time ..

Time Priority Description
16/04/2021 06:13:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 05:38:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 04:27:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 00:05:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 21:45:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 15:45:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 14:35:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 07:25:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 06:29:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
jonthebrit
  • 12
  • 0
  • 0
Joining in
291 Views
Message 5 of 10
Flag for a moderator

Re: Broadband keeps dropping (600mbs)

0 Kudos
Reply
Zak_M
  • 3.53K
  • 222
  • 351
Forum Team
Forum Team
192 Views
Message 6 of 10
Flag for a moderator

Re: Broadband keeps dropping (600mbs)

Good morning @jonthebrit

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your broadband. 

 

I have taken a look over things from this end,  we are going to need to get an engineer out to investigate the drop's in connection, I know you said you don't really want one to come out but this would need looking into. 

 

Please do let me know how you would like to proceed.

 

Kind regards,

Zak_M 

0 Kudos
Reply
jonthebrit
  • 12
  • 0
  • 0
Joining in
186 Views
Message 7 of 10
Flag for a moderator

Re: Broadband keeps dropping (600mbs)

Ok if that's the only way, yes please.

0 Kudos
Reply
Zak_M
  • 3.53K
  • 222
  • 351
Forum Team
Forum Team
179 Views
Message 8 of 10
Flag for a moderator

Re: Broadband keeps dropping (600mbs)

Thank you for coming back to me. 

 

I have booked this in for you,  you will be able to find the time and date via your online account. 

 

Kind regards,

Zak_M

0 Kudos
Reply
jonthebrit
  • 12
  • 0
  • 0
Joining in
177 Views
Message 9 of 10
Flag for a moderator

Re: Broadband keeps dropping (600mbs)

Thanks for your help Zak.  I'm looking in my orders and can't see any appointments ... do they take a while to show up?

Thanks,

 

Jon

0 Kudos
Reply
Zak_M
  • 3.53K
  • 222
  • 351
Forum Team
Forum Team
168 Views
Message 10 of 10
Flag for a moderator

Re: Broadband keeps dropping (600mbs)

Thank you for coming back to me. 

 

It might take a few hours to show up, but I have booked it for you. 

 

Kind regards,

Zak_M