on 26-01-2021 18:17
Good evening,
Recently I have been experiencing agonizing internet issues (even more so when it happens mid kill streak on Call Of Duty). I have been experiencing intermittent disconnection on all devices wired and unwired, rendering most tasks involving the internet painful at best.
I have checked all my coax wires to my Hub 3.0 and they are all tight, I have tried the pin dot reboot on my hub but to no avail. I have scouted other threads and learned I needed to check my hub for the network log, just not too internet savvy to understand what a lot of it is, so posting it here in hopes of someone shredding light on what could be causing my issues. (from observation from other threads it is the wiring from the cabinet to my house).
I will post my downstream and upstream pages and extra info in the following few posts as I can not fit it all on here
26/01/2021 03:19:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 03:19:36 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 03:15:16 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 03:15:16 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 03:15:16 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 03:15:16 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 02:59:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 02:59:45 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 02:21:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 02:21:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 01:43:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 01:43:20 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 00:24:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2021 00:24:4 | critical | SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 23:18:30 | Warning! | RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 23:18:30 | critical | SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 22:34:27 | Warning! | RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 22:34:27 | critical | SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 22:34:26 | Warning! | RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 22:34:26 | critical | SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
If anyone could offer some more information on these errors I would be eternally grateful.
Many thanks,
Alex
on 26-01-2021 18:19
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 298750000 | 5.8 | 38 | 256 qam | 21 |
2 | 186750000 | 5.6 | 38 | 256 qam | 7 |
3 | 194750000 | 5.8 | 40 | 256 qam | 8 |
4 | 202750000 | 5.9 | 40 | 256 qam | 9 |
5 | 210750000 | 5.9 | 40 | 256 qam | 10 |
6 | 218750000 | 5.9 | 40 | 256 qam | 11 |
7 | 226750000 | 5.8 | 40 | 256 qam | 12 |
8 | 234750000 | 5.6 | 38 | 256 qam | 13 |
9 | 242750000 | 5.5 | 40 | 256 qam | 14 |
10 | 250750000 | 5.4 | 40 | 256 qam | 15 |
11 | 258750000 | 5.6 | 40 | 256 qam | 16 |
12 | 266750000 | 5.6 | 40 | 256 qam | 17 |
13 | 274750000 | 5.8 | 40 | 256 qam | 18 |
14 | 282750000 | 5.6 | 40 | 256 qam | 19 |
15 | 290750000 | 5.6 | 38 | 256 qam | 20 |
16 | 306750000 | 5.8 | 40 | 256 qam | 22 |
17 | 314750000 | 5.5 | 40 | 256 qam | 23 |
18 | 322750000 | 6 | 38 | 256 qam | 24 |
19 | 402750000 | 4.8 | 38 | 256 qam | 25 |
20 | 410750000 | 4.5 | 38 | 256 qam | 26 |
21 | 418750000 | 4.5 | 38 | 256 qam | 27 |
22 | 426750000 | 4.1 | 38 | 256 qam | 28 |
23 | 434750000 | 4.4 | 38 | 256 qam | 29 |
24 | 442750000 | 4 | 38 | 256 qam | 30 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 7049 | 23088 |
2 | Locked | 38.9 | 12699 | 30497 |
3 | Locked | 40.3 | 12228 | 32607 |
4 | Locked | 40.3 | 11871 | 35940 |
5 | Locked | 40.9 | 10391 | 38382 |
6 | Locked | 40.3 | 8011 | 33606 |
7 | Locked | 40.3 | 8604 | 35274 |
8 | Locked | 38.9 | 8621 | 35236 |
9 | Locked | 40.9 | 8413 | 34998 |
10 | Locked | 40.9 | 8779 | 30996 |
11 | Locked | 40.3 | 8054 | 34189 |
12 | Locked | 40.3 | 8024 | 37097 |
13 | Locked | 40.9 | 7106 | 33565 |
14 | Locked | 40.3 | 8027 | 30140 |
15 | Locked | 38.9 | 6724 | 31679 |
16 | Locked | 40.3 | 6969 | 31530 |
17 | Locked | 40.3 | 6694 | 34861 |
18 | Locked | 38.9 | 5616 | 32908 |
19 | Locked | 38.6 | 5229 | 31331 |
20 | Locked | 38.6 | 5400 | 32335 |
21 | Locked | 38.9 | 5395 | 41732 |
22 | Locked | 38.6 | 6070 | 32918 |
23 | Locked | 38.9 | 5438 | 31271 |
24 | Locked | 38.6 | 4977 | 29754 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 43 | 5120 | 64 qam | 2 |
2 | 46200000 | 43.8 | 5120 | 64 qam | 1 |
3 | 25800010 | 42.3 | 5120 | 64 qam | 4 |
4 | 32600000 | 42.8 | 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 |
on 26-01-2021 18:22
Also I have set up a broadband quality monitor, and this is what it looks like in the past 24 hours (you can clearly see when I went to bed and have been at work all day haha)
If I can provide any more information please let me know.
on 26-01-2021 18:27
When was the hub last rebooted? Asking because that sets error counts to zero. And have you tried a pinhole reset?
The BQM shows some weird spikes, but for the most part is OK, but the network log confirms that you're having repeated dropouts.
26-01-2021 18:31 - edited 26-01-2021 18:32
The hub was switched off for 10 minutes either yesterday or the day before I can't quite remember which day I did this on apologies, and I have been having these issues for a few weeks and just put it down to increased traffic due to lockdowns etc, I tried the pinhole reset when I first experience problems not long before Christmas, I hope this helps
on 27-01-2021 17:40
the dropouts have been extra bad today 😞 any suggestions on how to resolve this problem?
on 27-01-2021 20:20
I've flagged that for the forum staff to advise, as I'm out of ideas. One thing we've seen before has been isolated wifi devices causing similar spikes, but I can't say whether that would apply for you.
on 27-01-2021 21:08
Thank you for taking the time to read it all anyway and I appreciate your help, hopefully i can get to the bottom of what is causing this
on 28-01-2021 08:57
Good morning @KennellyA
Welcome to the forums and thank you for taking the time to post.
I am sorry to hear that you have had some issues with drop outs.
So that I can take a further look into this I am going to need to drop you a PM.
Kind regards,
Zak_M
21-03-2021 10:43 - edited 21-03-2021 10:46
It has now been nearly 2 months since I first got a response on here, Internet is still the same, had 4 scheduled engineer visits. The first person was useless, 2nd one has been the best help so far organised a cable repull to happen at later time. Since then I have had two appointments for said repull, one was scheduled for 25/02/21 and nobody turned up to this, no text to say it had been rescheduled. No apology for having to waste time being at home from work for something they had no intention of doing. After chasing up the no show appointment I was told it had been done, even though I'm 100% sure it hadn't, and then I got a text to tell me it had been rescheduled 8 days after it had supposed to have been happening.
The second scheduled visit was due to happen on the 19/03/21 and alas another day of no wages lost for someone not to show up a second time.no message or apology again.
Why is it taking so long for a repull? Why is it you can efficiently install these cables in new customers homes but can't repull the same cable for an existing customer in the same manner.
I have been paying for substandard Internet for months now at the price functional Internet would cost. and it doesn't look like it will be resolved by this company any time soon.
I feel I will be left with no other choice but to leave in the near future.