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Lokíí
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Message 1 of 11
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Random drop-outs and really bad upload

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

1139000000-5.237256 qam1
2147000000-5.438256 qam2
3155000000-5.437256 qam3
4163000000-5.737256 qam4
5171000000-638256 qam5
6179000000-6.238256 qam6
7187000000-6.438256 qam7
8195000000-6.737256 qam8
9203000000-7.237256 qam9
10211000000-7.537256 qam10
11219000000-7.734256 qam11
12227000000-833256 qam12
13235000000-8.537256 qam13
14243000000-937256 qam14
15251000000-937256 qam15
16259000000-9.237256 qam16
17267000000-9.437256 qam17
18275000000-9.737256 qam18
19283000000-1037256 qam19
20291000000-1037256 qam20
21299000000-1036256 qam21
22307000000-10.236256 qam22
23315000000-10.536256 qam23
24323000000-10.736256 qam24



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

1Locked37.6626006182586
2Locked38.611642215212
3Locked37.635338980863
4Locked37.6629877172849
5Locked38.6161274413
6Locked38.644524192393
7Locked38.619623730141
8Locked37.616494115
9Locked37.64328114
10Locked37.63393104
11Locked34.337482206
12Locked33.4276174141
13Locked37.6987374
14Locked37.3175959
15Locked37.374260
16Locked37.391354
17Locked37.31048060
18Locked37.6208844
19Locked37.375852
20Locked37.347462
21Locked36.6199865
22Locked36.662462
23Locked36.332575
24Locked36.3366110

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

16030000046.3512064 qam1
23940000045512064 qam4
34620000045.3512064 qam3
45370000045.8512064 qam2



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

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network LogTime Priority Description
20/08/2021 02:46:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 21:22:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:37:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:37:31Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:25:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:25:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:22:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 19:17:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 18:18:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:14:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:13:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:11:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:10:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:10:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:08:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:06:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:06:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:06:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:04:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2021 16:04:39critical

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...

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jpeg1
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Message 2 of 11
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Re: Random drop-outs and really bad upload

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.

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John_GS
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Message 3 of 11
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Re: Random drop-outs and really bad upload

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,

John_GS
Forum Team


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bazcb87
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Message 4 of 11
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Re: Random drop-outs and really bad upload

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

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John_GS
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Message 5 of 11
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Re: Random drop-outs and really bad upload

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,

John_GS
Forum Team


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Lokíí
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Message 6 of 11
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Re: Random drop-outs and really bad upload

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?

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Jodi_S
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Message 7 of 11
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Re: Random drop-outs and really bad upload

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. 

 

 

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Lokíí
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Message 8 of 11
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Re: Random drop-outs and really bad upload

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.

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Travis_M
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Message 9 of 11
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Re: Random drop-outs and really bad upload

Hi @Lokíí

 

Keep us updated on how the visit goes 🙂

 

Regards

Travis_M
Forum Team



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Lokíí
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Message 10 of 11
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Re: Random drop-outs and really bad upload

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
11390000000.538256 qam1
21470000000.438256 qam2
31550000000.438256 qam3
41630000000.238256 qam4
5171000000038256 qam5
6179000000-0.238256 qam6
7187000000-0.438256 qam7
8195000000-0.738256 qam8
9203000000-138256 qam9
10211000000-1.438256 qam10
11219000000-1.538256 qam11
12227000000-1.738256 qam12
13235000000-238256 qam13
14243000000-2.538256 qam14
15251000000-2.538256 qam15
16259000000-2.738256 qam16
17267000000-2.938256 qam17
18275000000-3.238256 qam18
19283000000-3.538256 qam19
20291000000-3.438256 qam20
21299000000-3.538256 qam21
22307000000-3.538256 qam22
23315000000-438256 qam23
24323000000-4.238256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6290
2Locked38.9280
3Locked38.9440
4Locked38.6260
5Locked38.9240
6Locked38.6160
7Locked38.9150
8Locked38.9260
9Locked38.9310
10Locked38.6400
11Locked38.9420
12Locked38.9500
13Locked38.9480
14Locked38.9520
15Locked38.9610
16Locked38.6560
17Locked38.6850
18Locked38.61160
19Locked38.61170
20Locked38.91190
21Locked38.61320
22Locked38.91260
23Locked38.61540
24Locked38.62040
Spoiler
 6030028341512064 qam1
23940026339.8512064 qam4
35370035640.5512064 qam2
44620029240.3512064 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA000 
2ATDMA000 
3ATDMA000 
4ATDMA000 
Spoiler
Network LogTime Priority Description
02/09/2021 09:00:7criticalReceived 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;
02/09/2021 08:57:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 08:57:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 08:57:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 08:57:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 08:57:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:31:47criticalReceived 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 07:27:50Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 07:27:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 03:40:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 

 

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