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Dezzick3
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Constant and frequent dropouts

I’m having very frequent internet dropouts, once or twice a day, for up to an hour at a time. I’ve had three engineers out and three new routers and the problem is still there. The call centre is worse than useless, as many of us have found! My logs etc are below and look similar to a lot of others’ with this problem. Does anyone have any advice?

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

1171000000-138256 qam5
2179000000-138256 qam6
3187000000-138256 qam7
4195000000-1.238256 qam8
5203000000-1.438256 qam9
6211000000-1.738256 qam10
7219000000-1.738256 qam11
8227000000-1.538256 qam12
9235000000-238256 qam13
10243000000-2.538256 qam14
11251000000-2.538256 qam15
12259000000-1.938256 qam16
13267000000-1.538256 qam17
14275000000-1.438256 qam18
15283000000-2.738256 qam19
16291000000-2.738256 qam20
17299000000-238256 qam21
18307000000-1.738256 qam22
19315000000-1.738256 qam23
20323000000-1.538256 qam24
21450750000-238256 qam25
22458750000-2.438256 qam26
23466750000-2.538256 qam27
24474750000-2.238256 qam28



Downstream bonded channels

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

1Locked38.91741974816678
2Locked38.91243341813581
3Locked38.61420868795237
4Locked38.91588988793819
5Locked38.91517632779290
6Locked38.61855875787330
7Locked38.92153417813011
8Locked38.92502185815818
9Locked38.62866335813065
10Locked38.93993064820419
11Locked38.63460383845983
12Locked38.91842966873491
13Locked38.61111677876329
14Locked38.9968544881267
15Locked38.92754135866932
16Locked38.91771705838087
17Locked38.6872636826675
18Locked38.6591363813791
19Locked38.9459148799152
20Locked38.9331391785142
21Locked38.9265851782108
22Locked38.9262518771406
23Locked38.6296663779107
24Locked38.6310131801122

 

Upstream bonded channels

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

1536999515.325512064 qam41
2326001275.25512064 qam39



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

 

Network Log

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Dezzick3
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Re: Constant and frequent dropouts

Network Log

Time Priority Description

30/05/2020 14:51:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:51:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:51:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:51:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:49:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:49:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:49:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:49:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:49:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:49:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:49:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:49:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:44:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:44:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:43:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:43:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:43:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:43:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:42:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:42:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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gary_dexter
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Re: Constant and frequent dropouts

Upstream levels are high and there’s a lot of post RS errors in the downstream.

unless there’s an area issue you’ll need to get an engineer out 


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Dezzick3
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Re: Constant and frequent dropouts

Many thanks, that’s what I thought. What should my upstream levels be at, and what’s an acceptable amount of RS errors?

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gary_dexter
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Re: Constant and frequent dropouts

Zero for the Post RS counts.

Upstream levels not higher than 51


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Dezzick3
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Re: Constant and frequent dropouts

Thank you. I’m pretty confident that it’s not but does this have anything to do with the router being in modem mode?

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gary_dexter
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Re: Constant and frequent dropouts

No none at all. 
It’s the connection


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jbrennand
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Re: Constant and frequent dropouts

Gary's right you need VM tech input to fix your nasty connection.

While waiting, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM. If you just see a wall of "red" then your Hub is not accepting the "pings" - make sure you uncheck the “ignore ping from WAN side” box in the settings - note it will take an hour or two to start seeing a sensible picture.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Teresa6
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Re: Constant and frequent dropouts

Hi,

When you’ve had engineer visits, did they check the connection coming into the house? We had constant drop outs and also stats similar to yours ( albeit a bit worse) and the wires were very loose and one actually fell out, when the last engineer we had here, checked. The connector was faulty and had only been installed three months previously. Once new connector was in, it’s been fine since. You do need to get someone out, like others have said. They will come out to you too. When you call them, just go through all the options, don’t choose any Option and stay on the line until the end and someone should be there fairly quickly to talk to you to arrange a visit.

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Dezzick3
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Re: Constant and frequent dropouts

Ours was only installed in October so it could be that the connections are loose, I shall get the engineer to check it on Thursday 

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