Random drop-outs and really bad upload

[Lokíí]

Note I made a subject about 10 hours ago, and it never appeared, not sure if I disconnected at the time of posting, so if my other one shows up moderators feel free to delete it.

Let me preface by saying that I've contacted customer service on the phone twice.

First time the guy was very unhelpful and tried to sell me a higher package for 15 minutes instead of helping with my issue and when I actually pushed back against the upselling he decided to do a "test" that lasted of all of 30 seconds and tell me it should be fine and then ended the call.

The second time was a bit more helpful, but didn't actually help with anything. This was today, and I'm still getting drop-outs and low upload speeds.

These issues have been going on for close to 3 weeks, maybe a month now. I do a lot of video call teaching, so it's pretty vital for me to have a decent upload. If you need me to provide everything else, then let me know.

ownstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	-5.2	37	256 qam	1
2	147000000	-5.4	38	256 qam	2
3	155000000	-5.4	37	256 qam	3
4	163000000	-5.7	37	256 qam	4
5	171000000	-6	38	256 qam	5
6	179000000	-6.2	38	256 qam	6
7	187000000	-6.4	38	256 qam	7
8	195000000	-6.7	37	256 qam	8
9	203000000	-7.2	37	256 qam	9
10	211000000	-7.5	37	256 qam	10
11	219000000	-7.7	34	256 qam	11
12	227000000	-8	33	256 qam	12
13	235000000	-8.5	37	256 qam	13
14	243000000	-9	37	256 qam	14
15	251000000	-9	37	256 qam	15
16	259000000	-9.2	37	256 qam	16
17	267000000	-9.4	37	256 qam	17
18	275000000	-9.7	37	256 qam	18
19	283000000	-10	37	256 qam	19
20	291000000	-10	37	256 qam	20
21	299000000	-10	36	256 qam	21
22	307000000	-10.2	36	256 qam	22
23	315000000	-10.5	36	256 qam	23
24	323000000	-10.7	36	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.6	626006	182586
2	Locked	38.6	116422	15212
3	Locked	37.6	353389	80863
4	Locked	37.6	629877	172849
5	Locked	38.6	16127	4413
6	Locked	38.6	445241	92393
7	Locked	38.6	196237	30141
8	Locked	37.6	16494	115
9	Locked	37.6	4328	114
10	Locked	37.6	3393	104
11	Locked	34.3	37482	206
12	Locked	33.4	276174	141
13	Locked	37.6	9873	74
14	Locked	37.3	1759	59
15	Locked	37.3	742	60
16	Locked	37.3	913	54
17	Locked	37.3	10480	60
18	Locked	37.6	2088	44
19	Locked	37.3	758	52
20	Locked	37.3	474	62
21	Locked	36.6	1998	65
22	Locked	36.6	624	62
23	Locked	36.3	325	75
24	Locked	36.3	366	110

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

1	60300000	46.3	5120	64 qam	1
2	39400000	45	5120	64 qam	4
3	46200000	45.3	5120	64 qam	3
4	53700000	45.8	5120	64 qam	2

Upstream bonded channelsChannel 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 LogTime Priority Description

20/08/2021 02:46:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 21:22:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:37:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:37:31	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:25:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:25:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:22:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:17:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 18:18:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:14:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:13:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:11:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:10:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:10:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:08:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:06:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:06:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:06:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:04:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:04:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5e67bf35a6f7660cd0c8619a1341b50eac...

[jpeg1]

Your downstream signal levels are far too low.

This is a fault that requires a technician visit to correct.  Call it in to 150 as a fault.

[John_GS]

Hi @Lokíí

Thanks for posting. Apologies for the broadband issues. Yeah the downstream are all out of spec so needs a tech

I'll send you a PM now to assist further

Kind regards,

[bazcb87]

@john_cs is this normal for mods to by pass other issues ?? I’m currently paying good money for a service with issues 

[John_GS]

Hi @Lokíí

Thanks for joining me on PM

Just to confirm the engineer visit was booked in. 

This can be tracked in your online account 

Let us know how the visit goes

Kind regards,

[Lokíí]

Technician came out this morning and stated there was nothing that he could do until a new line was fitted. Just wondering if i have to do any further steps?

[Jodi_S]

Hi Lokíí,

Thanks so much for updating us with the visit. Apologies that we are unable to do anything until the new cable has been fitted. Looking remotely from our end this has already been booked in for you.

It will be a 2-man crew that is going to attend to get this job done. You can check your online account for this appointment and time here.

Kind regards Jodi. 

[Lokíí]

Thanks. I just checked it out, and I just want to make sure the appointment is correct as it's stating that it's for TV Service, but that's obviously not the issue.

Just making sure no one is wasting any more time here.

[Travis_M]

Hi @Lokíí

Keep us updated on how the visit goes 🙂

Regards

[Lokíí]

Got the new cable fitted today these are my current router statistics:

Spoiler

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	0.5	38	256 qam	1
2	147000000	0.4	38	256 qam	2
3	155000000	0.4	38	256 qam	3
4	163000000	0.2	38	256 qam	4
5	171000000	0	38	256 qam	5
6	179000000	-0.2	38	256 qam	6
7	187000000	-0.4	38	256 qam	7
8	195000000	-0.7	38	256 qam	8
9	203000000	-1	38	256 qam	9
10	211000000	-1.4	38	256 qam	10
11	219000000	-1.5	38	256 qam	11
12	227000000	-1.7	38	256 qam	12
13	235000000	-2	38	256 qam	13
14	243000000	-2.5	38	256 qam	14
15	251000000	-2.5	38	256 qam	15
16	259000000	-2.7	38	256 qam	16
17	267000000	-2.9	38	256 qam	17
18	275000000	-3.2	38	256 qam	18
19	283000000	-3.5	38	256 qam	19
20	291000000	-3.4	38	256 qam	20
21	299000000	-3.5	38	256 qam	21
22	307000000	-3.5	38	256 qam	22
23	315000000	-4	38	256 qam	23
24	323000000	-4.2	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	29	0
2	Locked	38.9	28	0
3	Locked	38.9	44	0
4	Locked	38.6	26	0
5	Locked	38.9	24	0
6	Locked	38.6	16	0
7	Locked	38.9	15	0
8	Locked	38.9	26	0
9	Locked	38.9	31	0
10	Locked	38.6	40	0
11	Locked	38.9	42	0
12	Locked	38.9	50	0
13	Locked	38.9	48	0
14	Locked	38.9	52	0
15	Locked	38.9	61	0
16	Locked	38.6	56	0
17	Locked	38.6	85	0
18	Locked	38.6	116	0
19	Locked	38.6	117	0
20	Locked	38.9	119	0
21	Locked	38.6	132	0
22	Locked	38.9	126	0
23	Locked	38.6	154	0
24	Locked	38.6	204	0

Spoiler

	60300283	41	5120	64 qam	1
2	39400263	39.8	5120	64 qam	4
3	53700356	40.5	5120	64 qam	2
4	46200292	40.3	5120	64 qam	3

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0
2	ATDMA	0	0	0
3	ATDMA	0	0	0
4	ATDMA	0	0	0

Spoiler

Network LogTime Priority Description

02/09/2021 09:00:7	critical	Received 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;
02/09/2021 08:57:36	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 08:57:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 08:57:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 08:57:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 08:57:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:31:47	critical	Received 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;
02/09/2021 07:27:50	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 03:40:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;