on 11-10-2021 11:54
Hi
Recently I have been experiencing agonizing internet issues. I have been experiencing intermittent disconnection on all devices wired and unwired, rendering most tasks involving the internet painful at best.
When i check the network log i recieve a huge number of SYNC Timing Synchronization failure - Loss of Sync;CM-MAC or RCS Partial Service;CM-MAC= messages. These messages seem to occur completely randomly, some days i have none of these messages. Some days these last for an hour and 2 and then magically fix itself. Restarting router has no affect on them.
If someone could help me resolve this it would be amazing, especially since i work from home and these completely block my ability to work. So much so im considering moving to bt for the slower speed but hopefully more consistent connection.
Many thanks
Tom
on 13-10-2021 12:02
Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.
Then we can check for any obvious problems with power, noise or error counts.
on 13-10-2021 14:35
Hello @tomchandler,
Welcome to the community page, thank you for posting.
I am sorry for any issues you are having at the moment with your internet.
I located your account and can not see any known errors/issues on there, can you please set up a BMQ chart? So we can see the dropouts?
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 13-10-2021 17:29
Hi Andrew, here those are Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 5.4 | 37 | 256 qam | 1 |
2 | 147000000 | 6 | 38 | 256 qam | 2 |
3 | 155000000 | 6.1 | 38 | 256 qam | 3 |
4 | 163000000 | 5.8 | 38 | 256 qam | 4 |
5 | 171000000 | 5.9 | 38 | 256 qam | 5 |
6 | 179000000 | 5.5 | 38 | 256 qam | 6 |
7 | 187000000 | 5.5 | 37 | 256 qam | 7 |
8 | 195000000 | 5.3 | 38 | 256 qam | 8 |
9 | 203000000 | 4.8 | 38 | 256 qam | 9 |
10 | 211000000 | 4.5 | 38 | 256 qam | 10 |
11 | 219000000 | 4.3 | 38 | 256 qam | 11 |
12 | 227000000 | 3.9 | 37 | 256 qam | 12 |
13 | 235000000 | 3.5 | 38 | 256 qam | 13 |
14 | 243000000 | 3 | 38 | 256 qam | 14 |
15 | 251000000 | 2.7 | 38 | 256 qam | 15 |
16 | 259000000 | 2.4 | 38 | 256 qam | 16 |
17 | 267000000 | 2.5 | 37 | 256 qam | 17 |
18 | 275000000 | 3.5 | 38 | 256 qam | 18 |
19 | 283000000 | 4.5 | 38 | 256 qam | 19 |
20 | 291000000 | 4.8 | 38 | 256 qam | 20 |
21 | 299000000 | 5.4 | 38 | 256 qam | 21 |
22 | 307000000 | 4.6 | 38 | 256 qam | 22 |
23 | 315000000 | 5 | 38 | 256 qam | 23 |
24 | 323000000 | 5 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.3 | 1844189 | 1858471 |
2 | Locked | 38.6 | 1457157 | 622600 |
3 | Locked | 38.6 | 1928561 | 2093632 |
4 | Locked | 38.6 | 1785773 | 3397532 |
5 | Locked | 38.6 | 2366949 | 189898 |
6 | Locked | 38.6 | 2011289 | 2465175 |
7 | Locked | 37.6 | 2491460 | 1508584 |
8 | Locked | 38.9 | 1119397 | 481495 |
9 | Locked | 38.6 | 1000645 | 100419 |
10 | Locked | 38.6 | 17669 | 776 |
11 | Locked | 38.9 | 48644 | 834 |
12 | Locked | 37.6 | 813650 | 54111 |
13 | Locked | 38.6 | 840191 | 109575 |
14 | Locked | 38.6 | 29773 | 2179 |
15 | Locked | 38.6 | 6372 | 959 |
16 | Locked | 38.6 | 842736 | 999 |
17 | Locked | 37.6 | 1379108 | 422915 |
18 | Locked | 38.6 | 811811 | 799 |
19 | Locked | 38.6 | 5321 | 944 |
20 | Locked | 38.6 | 40344 | 699 |
21 | Locked | 38.9 | 516365 | 1015 |
22 | Locked | 38.6 | 204698 | 705 |
23 | Locked | 38.9 | 180 | 656 |
24 | Locked | 38.9 | 2877 | 941 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 44.5 | 5120 | 64 qam | 1 |
2 | 53700000 | 43.8 | 5120 | 64 qam | 2 |
3 | 46200000 | 43.3 | 5120 | 64 qam | 3 |
4 | 39400000 | 43 | 5120 | 64 qam | 4 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 5 | 0 |
2 | ATDMA | 0 | 0 | 3 | 0 |
3 | ATDMA | 0 | 0 | 4 | 0 |
4 | ATDMA | 0 | 0 | 9 | 0 |
on 13-10-2021 17:33
Hi Hayley
Ive set that up just now,
https://www.thinkbroadband.com/broadband/monitoring/quality/share/64af22fe6da9146121c7885b6783cd2e6ab85d0e
Hope this helps!
Thanks
Tom
on 13-10-2021 17:41
Hello @tomchandler182,
It is showing as black at the moment, please can you monitor it for 24 hours and post a new BMQ link? So I have so data to work with?
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 14-10-2021 09:10
The posted hub status data shows massive post-RS (uncorrectable) errors on the downstream, high timeout counts on the upstream, and the network log shows repeated channel loss. If there's not an area fault this needs a technician visit, and worrying about a BQM (a third party service VM don't even pay for) is merely delaying the resolution.
on 14-10-2021 18:22
Hi Andrew,
Ah i see, yes i think a technician to check these faults would be great.
@Hayley_S Is this somethign you can organise?
Also my https://www.thinkbroadband.com/broadband/monitoring/quality/share/64af22fe6da9146121c7885b6783cd2e6a... has some more data and some dropouts have been measured
Thanks
Tom
on 17-10-2021 09:17
Thanks for your post @tomchandler182,
I've been able to look into the local area and the hubs status and don't see any issues that may be effecting your services.
Can you please attempted a Pin Hole Reset on the hub for me?
This will return the hub to factory setting but can help resolve broadband issues
Kindest regards,
David_Bn
on 24-10-2021 13:21
Hi David,
Have just performed a pin hole reset, Will monitor the stability and update you if the problem persists.
Thanks
Tom