Menu
Reply
Highlighted
  • 6
  • 0
  • 0
Joining in
162 Views
Message 1 of 6
Flag for a moderator

Frequent connection drops / slow speed

For the last week or two my connection has been getting progressively worse, I think the issue is upload rather than down. Using NetFlix, NowTV and Amazon Prime are largely fine - occasionally there's some picture quality issues but this quickly catches up.

I am regularly getting connection drops if I use any kind of video / audio calling service (Slack, Teams or Zoom) - turning video off sees some improvement in the regularity of drop out but this isn't sustainable.

I've checked this on both wired and wireless connections, removed devices other than my computer from the network but this is still an issue - when a call drops out, that kills pretty much any internet activity. Rebooting the router makes little to no difference, service status pages state there are no issues for the period I've been affected.

Does anyone know the most effective support route to getting this resolved? I've tried telephone support in the past and they've given me little to no help - I'm really stuck here and rapidly running out of mobile data.

Diagnostic information:

Speed test result 

BQM

0 Kudos
Reply
Highlighted
  • 6
  • 0
  • 0
Joining in
161 Views
Message 2 of 6
Flag for a moderator

Re: Frequent connection drops / slow speed

Router Status

Downstream bonded channels

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

1187000000-638256 qam7
2195000000-638256 qam8
3203000000-6.238256 qam9
4211000000-6.238256 qam10
5219000000-638256 qam11
6227000000-6.238256 qam12
7235000000-638256 qam13
8243000000-638256 qam14
9251000000-5.938256 qam15
10259000000-5.738256 qam16
11267000000-5.438256 qam17
12275000000-5.238256 qam18
13283000000-4.740256 qam19
14291000000-538256 qam20
15299000000-4.438256 qam21
16307000000-4.240256 qam22
17315000000-440256 qam23
18323000000-4.240256 qam24
19379000000-438256 qam25
20387000000-4.740256 qam26
21395000000-4.238256 qam27
22403000000-3.940256 qam28
23411000000-440256 qam29
24419000000-438256 qam30



Downstream bonded channels

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

1Locked38.94200798957554684
2Locked38.934376211779
3Locked38.91857753610
4Locked38.61435661377
5Locked38.62068424594
6Locked38.934301620056
7Locked38.633277247832
8Locked38.935434069077
9Locked38.933499671144
10Locked38.935517963808
11Locked38.931271049116
12Locked38.630677012316
13Locked40.3197436932
14Locked38.9109095601
15Locked38.9564631816
16Locked40.3342771163
17Locked40.36694426
18Locked40.32820639
19Locked38.93293584
20Locked40.31201327
21Locked38.9819434
22Locked40.31193375
23Locked40.33081348
24Locked38.96076506
 
0 Kudos
Reply
Highlighted
  • 6
  • 0
  • 0
Joining in
160 Views
Message 3 of 6
Flag for a moderator

Re: Frequent connection drops / slow speed

Router Status Continued

Upstream bonded channels

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

16030000049.3512032 qam1
23940027347.8512032 qam4
35370040548.5512064 qam2
44620027848512064 qam3

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00460
2ATDMA00210
3ATDMA00280
4ATDMA00300
 
0 Kudos
Reply
Highlighted
  • 6
  • 0
  • 0
Joining in
159 Views
Message 4 of 6
Flag for a moderator

Re: Frequent connection drops / slow speed

And one last time...

Network Log

Time Priority Description

10/11/2020 11:44:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 11:35:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 11:10:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 11:09:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 10:35:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 10:25:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 10:25:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 10:05:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:35:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:24:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:01:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:01:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:00:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:00:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 07:52:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 07:42:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 23:00:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 22:59:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 22:32:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 22:30:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 11.56K
  • 898
  • 1.48K
Alessandro Volta
152 Views
Message 5 of 6
Flag for a moderator
Helpful Answer

Re: Frequent connection drops / slow speed

Several of your Downstream Power Levels are too low.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
0 Kudos
Reply
Highlighted
  • 6
  • 0
  • 0
Joining in
147 Views
Message 6 of 6
Flag for a moderator

Re: Frequent connection drops / slow speed

Thanks Mike, I'll try support in the morning - thanks for the quick response.

0 Kudos
Reply