Consistent Dropouts

[chrisg931]

Hi,

We've been experiencing consistent drop outs over the last 3 weeks and with both of us working from home - it's not ideal. We've never had this problem before and we've been with VM for around 4 and a half years.

Any assistance would be GREATLY appreciated as we are running out of patience.

I called VM a couple of days ago and they told me that we needed to upgrade, which we did but the issue is still ongoing.

[chrisg931]

I've sorted it now - should be here?

[lotharmat]

I see it in it's full horror

[chrisg931]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	330750000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	39964
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	39963
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[chrisg931]

Downstream bonded channels

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

1	330750000	-11.7	35	256 qam	25
2	202750000	-7.5	36	256 qam	9
3	210750000	-7.7	36	256 qam	10
4	218750000	-7.9	36	256 qam	11
5	226750000	-8	36	256 qam	12
6	234750000	-8.4	36	256 qam	13
7	242750000	-8.7	36	256 qam	14
8	250750000	-9.2	36	256 qam	15
9	258750000	-9.4	36	256 qam	16
10	266750000	-9.2	36	256 qam	17
11	274750000	-9.2	36	256 qam	18
12	282750000	-9	36	256 qam	19
13	290750000	-9.2	36	256 qam	20
14	298750000	-9.5	36	256 qam	21
15	306750000	-10.4	35	256 qam	22
16	314750000	-12	34	256 qam	23
17	322750000	-12.7	34	256 qam	24
18	338750000	-11.2	35	256 qam	26
19	346750000	-11	35	256 qam	27
20	354750000	-10.9	35	256 qam	28
21	362750000	-10.9	35	256 qam	29
22	370750000	-10.7	35	256 qam	30
23	378750000	-10.9	35	256 qam	31
24	386750000	-11	35	256 qam	32

Downstream bonded channels

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

1	Locked	35	4377315	137862
2	Locked	36.3	1589061	30034
3	Locked	36.6	1860703	32267
4	Locked	36.3	2633054	35376
5	Locked	36.6	3201089	38778
6	Locked	36.3	2853481	36254
7	Locked	36.3	3436665	36933
8	Locked	36.6	3776652	37097
9	Locked	36.3	3916635	36092
10	Locked	36.3	3889718	37812
11	Locked	36.3	3510629	39046
12	Locked	36.6	3058475	35969
13	Locked	36.3	3058028	37011
14	Locked	36.3	3810319	41209
15	Locked	35.7	3613223	40088
16	Locked	34.9	3904820	50112
17	Locked	34.4	4178926	75439
18	Locked	35.7	4362880	351202
19	Locked	35.7	4517261	62991
20	Locked	35.7	4426943	41343
21	Locked	35.5	4327803	38990
22	Locked	35.7	4319727	37482
23	Locked	35.5	4388672	36262
24	Locked	35.7	4324224	34258

[chrisg931]

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

1	46200000	47.5	5120	64 qam	1
2	39400000	46.8	5120	64 qam	2
3	32600000	46.8	5120	64 qam	3
4	25800000	46.8	5120	64 qam	4

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[chrisg931]

Network LogTime Priority Description

22/07/2021 14:47:0	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:44:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:44:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:42:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:42:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:23:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:23:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:21:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:21:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:09:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:09:8	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:09:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:09:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:07:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:07:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 14:03:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 13:52:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 13:52:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 13:52:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 13:52:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Its awful - down powers way too low - need a Tech visit

I will ask VM to come here and take a look

[chrisg931]

That's great - thanks so much!

[jbrennand]

ok - BTW your BQM is not updating in "real time". Its not changed in the hour or two since you first posted it. You need to share the live graph" as per the TB website instructions

[Ashleigh_C]

Hi there @chrisg931

Thank you so much for your post and I am so sorry to hear you are facing these issues with your Hub. 

I have taken a look and I can see that there are a few issues with the stats, and therefor I think it would be best to get an engineer out take a look.

I will shoot you over a PM now so we can get this booked, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.