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rizuk
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Issues in Area 31 (Cambridge) since Tuesday?

Had a great connection until Tuesday, is there a problem in the area?

links to graphs below:

Monday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6440c1ccbf44477a45fcbf8df65aa01cfe9d0b4e-10-02-2020

Tuesday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a76fcbf6ff4d4e32d8f2b8a5739477e1b1b778a6-11-02-2020

Wednesday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e5450eef1878fea5d101849b8a4bcb6cff0daa4a-12-02-2020

Thursday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9983bae8f59c00b76201080865dfc03bcf7b9217-13-02-2020

Friday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/30bc32196efd3f5febe9902a364eb074314bee8c-14-02-2020

Saturday: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e6ee9909099749331e8c949264e4c6b523ddb6cc-15-02-2020

 

All in one: 

I've done the test your equipment via the web page - no issues...

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rizuk
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Re: Issues in Area 31 (Cambridge) since Tuesday?

further info:

Network Log

Time Priority Description

15/02/2020 12:42:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 12:42:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 12:23:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 12:23:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 12:09:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 12:09:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:48:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:48:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:34:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:34:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:34:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:32:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:26:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:26:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:16:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:12:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:00:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 11:00:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 10:59:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 10:59:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

1243000000-4.537256 qam14
2203000000-2.438256 qam9
3211000000-337256 qam10
4219000000-3.537256 qam11
5227000000-3.937256 qam12
6235000000-437256 qam13
7251000000-4.737256 qam15
8259000000-537256 qam16
9267000000-5.537256 qam17
10275000000-537256 qam18
11283000000-437256 qam19
12291000000-3.737256 qam20
13299000000-3.237256 qam21
14307000000-3.438256 qam22
15315000000-3.237256 qam23
16323000000-338256 qam24
17426750000-4.738256 qam25
18434750000-4.738256 qam26
19442750000-4.737256 qam27
20450750000-4.738256 qam28
21458750000-4.738256 qam29
22466750000-4.937256 qam30
23474750000-4.937256 qam31
24482750000-4.937256 qam32



Downstream bonded channels

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

1Locked37.621707838062
2Locked38.217968732171
3Locked37.620664842938
4Locked37.321995850127
5Locked37.621803749224
6Locked37.621093450508
7Locked37.621878050805
8Locked37.622712846988
9Locked37.324665351368
10Locked37.321666248536
11Locked37.616228343625
12Locked37.613404840565
13Locked37.612223742357
14Locked38.610998542299
15Locked37.610394342258
16Locked38.69534540648
17Locked38.613062339620
18Locked38.613848439212
19Locked37.612660638630
20Locked38.611150539634
21Locked38.610386232132
22Locked37.69969341202
23Locked37.610057338331
24Locked37.610030438076

 

Upstream bonded channels

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

1326000294.25512064 qam3
2257999564.225512064 qam4
3394000004.325512064 qam2
4462000004.325512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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rizuk
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Re: Issues in Area 31 (Cambridge) since Tuesday?

Looks like something was fixed at around 7am, thanks!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4f3f17b46fe5ccc86c44c6492b78a6b91ee394dd-16-02-2020

 

Network Log

Time Priority Description

16/02/2020 17:15:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:57:28criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:57:27noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:57:15criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:53:34criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:53:34criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:53:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:53:15criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:53:15criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:52:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:52:40criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:52:40criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:51:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:51:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 10:51:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 07:05:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 07:05:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 06:41:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 06:40:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 06:40:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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rizuk
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Re: Issues in Area 31 (Cambridge) since Tuesday?

Looks like I spoke too soon, can anyone help with this please?

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6934e7c7a7d1fb36e48282087793ed45e3...

 

MondayMonday

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Emily_G
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Re: Issues in Area 31 (Cambridge) since Tuesday?

Thank you for your post Rizuk and sorry to hear you're experiencing some broadband issues.


Could we please confirm if the tests provided is through a wired or wireless connection? If through a wireless connection could we please ask that you post your tests with a device connected through a wired connection?

 

Could we also please confirm if your Hub is in modem mode? If this is the case could we please ask if you can put the Hub back on router mode and provide us the tests in this mode as well? We would need to take away the possibility it may be to do with any third party equipment as if we end up booking an engineer appointment, if they arrive and it was third party equipment causing the fault this would then risk you being charged for the visit which we'd like to avoid. 

 

Thank you, Emily.

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rizuk
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Re: Issues in Area 31 (Cambridge) since Tuesday?

Hi Emily,

The tests are done via the Think Broadband Quality Monitor service, they ping my cable modem's IP address directly via the Internet.  So your wired or wireless question is not relevant.

My hub is in modem mode, again putting it in router mode will not affect the tests as they go directly to its IP.

It appears to have settled down again looking at the latest graph.  There are a lot of road improvement works going on around us so that may be affecting things.

I'll leave it for a couple of days to see if it gets better or worse and let you know.

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Jodi_S
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Re: Issues in Area 31 (Cambridge) since Tuesday?

Thanks for coming back to us @rizuk.

 

Please keep us posted on how things are going, if you need any further assistance we will be happy to help.

 

Kind regards Jodi. 

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rizuk
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Re: Issues in Area 31 (Cambridge) since Tuesday?

Hi Jodi,

I'm afraid the problem continues.  When the the red lines occur we lose our Internet connection for a few minutes. 

When this happens if I'm able to look at the cable modem Downstream stats I can see that the signal strength is very low so our cable modem drops its connection until it's able to reconnect.

Could our cable modem have an intermittent fault or is something wrong with your network?

Here are the daily Quality graphs for our cable modem since Sunday of last week until today.  As you may know this is an external service that constantly pings the IP address of my cable modem.

Feb16-23-lores.jpg

This is the Network Log from this morning's disconnection:

Network Log

Time Priority Description

23/02/2020 09:28:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:27:45ErrorRCS Primary DS Failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:27:45criticalSYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:27:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:26:7criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:22:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:22:3criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:22:3criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:21:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:21:34criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:21:34criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:20:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:20:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 09:20:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 08:24:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 08:24:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 08:24:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 08:17:57noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 08:17:10criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 08:13:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Zak_M
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Re: Issues in Area 31 (Cambridge) since Tuesday?

Thanks for coming back to us @rizuk

 

I have a few questions that I would like to ask: 

  1. How are your devices connected to the internet?  Is this via WiFi or Ethernet.
  2. When your devices lose connection do they all go at the same time. 
  3. Do all the light show on the Ethernet ports? 

Kind Regards 

Zak_M 

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rizuk
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Re: Issues in Area 31 (Cambridge) since Tuesday?

 

  • How are your devices connected to the internet?  Is this via WiFi or Ethernet.

      Ethernet and WiFi

  • When your devices lose connection do they all go at the same time. 

     Yes, all devices lose connection to the Internet, internally they are fine - I can connect to my NAS from my computer just fine when this happens.  It's the cable modem that drops the connection, as you can see from the logs and the external ping graphs.

  • Do all the light show on the Ethernet ports?

      I'm sorry it's not clear to me what you're asking here?

 

Latest ping trace:

rizuk_0-1582631928908.png

 

 

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