Engineer visit hasn't fixed my internet

[bran_b]

Hi, I recently upgraded to 500mbps internet but I'm having intermittent issues. While the speed is fine the majority of time, it will frequently drop well below what it should be, causing lag when playing games and also causing videos to stop loading. An engineer visited and changed the ethernet cable being used, as well as the cable going into my router. When the internet is working fine, this has made a difference, however, the underlying issue is still there and makes the internet unusable at points throughout the day.

The issue has been happening for 6 months now. It doesn't completely drop but the speed will drop drastically. I've verified this both through internet speed tests, and pinging Google's server via the command window. It'll consistently be 15-20ms and then spike to 200-300ms for a few seconds at a time.

Router status

Item Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	60299991	Locked
Provisioning State	Online

Downstream

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

1	331000000	5.9	40	256 qam	25
2	267000000	3.5	38	256 qam	17
3	275000000	3.2	38	256 qam	18
4	283000000	3.2	38	256 qam	19
5	291000000	3.5	38	256 qam	20
6	299000000	3.5	38	256 qam	21
7	307000000	4	38	256 qam	22
8	315000000	4.8	38	256 qam	23
9	323000000	5.5	38	256 qam	24
10	339000000	6.1	38	256 qam	26
11	347000000	6.1	38	256 qam	27
12	355000000	6.4	38	256 qam	28
13	363000000	6.5	40	256 qam	29
14	371000000	6.5	40	256 qam	30
15	379000000	6.6	38	256 qam	31
16	387000000	6.9	40	256 qam	32
17	395000000	6.8	40	256 qam	33
18	403000000	6.5	38	256 qam	34
19	411000000	6.3	38	256 qam	35
20	419000000	6	38	256 qam	36
21	427000000	6	38	256 qam	37
22	435000000	6	38	256 qam	38
23	443000000	5.9	40	256 qam	39
24	451000000	5.8	38	256 qam	40

Downstream bonded channels

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

1	Locked	40.3	10957	11105
2	Locked	38.9	8961	31562
3	Locked	38.6	22644	11330
4	Locked	38.9	14327	21157
5	Locked	38.6	11260	25174
6	Locked	38.9	8469	18015
7	Locked	38.9	24260	11399
8	Locked	38.9	24822	18724
9	Locked	38.9	18570	10710
10	Locked	38.9	6957	11357
11	Locked	38.9	12580	10429
12	Locked	38.9	10073	10759
13	Locked	40.3	7698	11009
14	Locked	40.3	14199	10407
15	Locked	38.9	22866	19963
16	Locked	40.3	17820	21273
17	Locked	40.3	5307	19633
18	Locked	38.9	12116	11629
19	Locked	38.9	8980	11394
20	Locked	38.6	7813	19228
21	Locked	38.9	9780	10863
22	Locked	38.9	20825	11071
23	Locked	40.3	4996	31225
24	Locked	38.9	8071	29880

Upstream

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

1	60299991	44.5	5120	64 qam	1
2	39399986	45	5120	64 qam	4
3	46200021	45	5120	64 qam	3
4	53699981	44.5	5120	64 qam	2

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	1	0
4	ATDMA	0	0	2	0

[bran_b]

Network log

Time Priority Description

19/01/2022 22:06:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 22:05:55	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:19:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:19:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:19:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:19:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:19:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:19:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:16:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:13:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:12:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:12:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:12:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:12:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 17:12:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 16:19:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 16:19:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 12:42:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 01:43:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 19:23:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[bran_b]

Any help?

[-tony-]

the pre and post rs errors should not be there - reboot the hub to zero them and see if they come back - post the page after a few hours - they may well be the problem and need investigating 

wait for VM to look and see if there is a known fault in the area - if not it needs another tech to look at the connection

[bran_b]

Thanks for the response!

I've rebooted the hub (turned it off at the wall and left it for a few minutes) quite a few times since I've been encountering the issue. Nevertheless I'll give it another go and repost the logs when I get home.

[Kath_F]

Hi bran_b, 

Thanks for your post and welcome to the Forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're experiencing frequent drops in your speed. We can certainly take a look at things. 

As mentioned by -tony-, the post rs errors are concerning but as they are accumulative, a reboot will reset them to 0. If they reoccur then we can book an engineer to come out. 

I've not been able to locate your account to check if the reboot has registered and you've not been back to update the logs. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,

[bran_b]

Hi Kath, thank you. I've just responded to your PM.

Can I just clarify what you're both describing as a reboot? I know it may sound silly, but I just want to confirm that turning the router off (using the switch at the back), and then back on again after a few minutes is what you mean?

Thanks again.

[-tony-]

---

@bran_b wrote:
Hi Kath, thank you. I've just responded to your PM.

Can I just clarify what you're both describing as a reboot? I know it may sound silly, but I just want to confirm that turning the router off (using the switch at the back), and then back on again after a few minutes is what you mean?

Thanks again.

---

yes thats it 

[bran_b]

Thanks, will post the logs later tonight after I've rebooted. Is it just the Downstream Bonded Channels you'll need or shall I post the whole thing again?

[-tony-]

post it all - it gives a complete picture