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Issue with broadband

Hello,

I am frequently getting disconnected from broadband. I called the technical team but no solution and they said that the back office team is going to monitor and update. It's almost a week now and no update.

Below messages in router log:

12/12/2019 07:03:30 Critical No Ranging Response received

12/12/2019 07:03:34 Warning! RCS Partial Service;CM-MAC

12/12/2019 07:13:9 critical SYNC Timing Synchronization failure - Loss of Sync

I am fed up with the broadband service since last few months which is not stable. Also getting only 15-20 Mbps speed but I am paying for the speed of 100 Mbps. 

Regards,

-Sunil

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Re: Issue with broadband

Hello


How are you doing the speedtest is it either wired or wireless, wired is always the best option. If wired can you please do the following :-

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amout of data to the hub asking if it still on.

Regards Mike

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Message 3 of 9
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Re: Issue with broadband

Thanks, Mike for your quick response.

See below logs. 

Cable Modem Status


Item                                                                             Status      Comments

Acquired Downstream Channel (Hz)                                                                              139000000   Locked

Ranged Upstream Channel (Hz)                                                                              39399952     Locked

Provisioning State                                                                             Online                      

 

Downstream bonded channels

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

1                            139000000                   4.1            35             256 qam                       1

2                            147000000                   4               35             256 qam                       2

3                            155000000                   4.5            35             256 qam                       3

4                            163000000                   4.6            35             256 qam                       4

5                            171000000                   4.6            35             256 qam                       5

6                            179000000                   4.3            34             256 qam                       6

7                            187000000                   4.3            35             256 qam                       7

8                            195000000                   4.1            35             256 qam                       8

9                            203000000                   4.5            35             256 qam                       9

10                          211000000                   4.1            34             256 qam                       10

11                          219000000                   4.3            35             256 qam                       11

12                          227000000                   3.7            34             256 qam                       12

13                          235000000                   3.2            34             256 qam                       13

14                          243000000                   3.2            34             256 qam                       14

15                          251000000                   3.2            34             256 qam                       15

16                          259000000                   4               34             256 qam                       16

17                          267000000                   4.5            34             256 qam                       17

18                          275000000                   4.9            34             256 qam                       18

19                          283000000                   4.4            34             256 qam                       19

20                          291000000                   4.5            34             256 qam                       20

21                          299000000                   3.9            34             256 qam                       21

22                          307000000                   4               33             256 qam                       22

23                          315000000                   3.7            33             256 qam                       23

 

Downstream bonded channels

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

1                            Locked                         35.5          33295966                              324241

2                            Locked                         35.5          33057310                              700041

3                            Locked                         35.5          32668744                              3301919

4                            Locked                         35.2          30887584                              4904094

5                            Locked                         35.5          28706131                              1943332

6                            Locked                         34.9          26708237                              3861007

7                            Locked                         35.4          24624000                              2300595

8                            Locked                         35.7          23288645                              729066

9                            Locked                         35.5          21388079                              538494

10                          Locked                         34.9          20910981                              429104

11                          Locked                         35             19020918                              383261

12                          Locked                         34.9          19660681                              112967

13                          Locked                         34.4          20615795                              329035

14                          Locked                         34.4          21800699                              388321

15                          Locked                         34.4          21014119                              62432

16                          Locked                         34.4          19456401                              586872

17                          Locked                         34.3          16747778                              1175849

18                          Locked                         34.6          14464623                              1038376

19                          Locked                         34.9          12821972                              179714

20                          Locked                         34.4          12733932                              169410

21                          Locked                         34.3          12296578                              801271

22                          Locked                         33.9          12342076                              607121

23                          Locked                         33.9          12187165                              31185

24                          Locked                         33.8          11792257                              40800

 

Refresh data

Upstream bonded channels

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

1                    39399952           5.025                  5120                 64 qam               4

2                    60299660           5.1                      5120                 64 qam               1

3                    53700005           5.1                      5120                 64 qam               2

4                    46199894           5.1                      5120                 64 qam               3

 

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                       0             0

4                    ATDMA             0                         0                       0             0

 

Network Log

Time              Priority    Description

12/12/2019 08:06:30     critical          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:06:30     Warning!      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:08:24     critical          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:08:27     Warning!      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:10:19     critical          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:10:19     Warning!      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:10:20     critical          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:10:22     Warning!      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:12:14     critical          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:12:15     Warning!      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:14:18     critical          SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:14:41     Warning!      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:16:3       critical          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:16:8       Warning!      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:17:58     critical          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:18:0       Warning!      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:19:52     critical          SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:19:58     Warning!      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:22:58     critical          SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/12/2019 08:23:46     Warning!      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I have created an account on thinkbroadband and currently monitoring is in progress.

I also checked my cables and they are tight.

Regards,

-Sun

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Re: Issue with broadband

.Hi sbuja,

 

Thanks for posting. I am sorry for the broadband issues. I've taken a look in the background and we do need a tech visit to fix this. I'll PM you to arrange.

 

Kind regards,

John_GS
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Re: Issue with broadband

Great, please let us know how the visit goes.

 

Kind regards

John_GS
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Re: Issue with broadband

See below the broadband monitor history.

VM speed 121219.png

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Re: Issue with broadband

My apologies for this but am glad we've booked an engineer visit. Please do let us know how the visit goes.

 

Kind regards,

John_GS
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Re: Issue with broadband

Thanks, John, The engineer visited and he did the checks and found that there is a fault at the cabinet. He called another engineer to visit and the engineer is going to visit this afternoon at the cabinet to resolve that issue. He was talking about some low signal at the cabinet. Let's wait and see what the other engineer find during his checks.

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Re: Issue with broadband

Thanks for coming back to me, hopefully all is fixed soon.

 

Kind regards,

John_GS
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