Unstable connection

[User_001]

I've been suffering connection dropouts over the last couple of months, then last night my service was down for around four hours. It finally came back up at around 8pm.
I'm still suffering packet loss, and my upstream bandwidth does not seem to have been above 9Mbps since an outage a couple of weeks ago. Do the stats from the modem look OK given it has been running for about 18 hours at the point these were captured:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 291000000 -4.2 38 256 qam 20
2 235000000 -2.4 38 256 qam 13
3 243000000 -2.4 38 256 qam 14
4 251000000 -3 38 256 qam 15
5 259000000 -3.2 38 256 qam 16
6 267000000 -3.4 38 256 qam 17
7 275000000 -4 38 256 qam 18
8 283000000 -3.7 38 256 qam 19
9 299000000 -4 37 256 qam 21
10 307000000 -3.5 38 256 qam 22
11 315000000 -4 38 256 qam 23
12 323000000 -3.2 38 256 qam 24
13 331000000 -3.2 37 256 qam 25
14 339000000 -4 37 256 qam 26
15 347000000 -3.5 38 256 qam 27
16 355000000 -4 38 256 qam 28
17 363000000 -4 37 256 qam 29
18 371000000 -3.5 38 256 qam 30
19 379000000 -4 38 256 qam 31
20 387000000 -4.2 37 256 qam 32
21 395000000 -3.7 38 256 qam 33
22 403000000 -4.7 37 256 qam 34
23 411000000 -4 38 256 qam 35
24 419000000 -4.5 37 256 qam 36

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 10795 995
2 Locked 38.6 18062 1592
3 Locked 38.6 15778 1235
4 Locked 37.6 14725 680
5 Locked 38.6 14363 546
6 Locked 38.6 15172 886
7 Locked 38.9 14598 778
8 Locked 38.6 11596 584
9 Locked 37.6 11573 1597
10 Locked 38.6 10900 1410
11 Locked 37.6 8805 594
12 Locked 38.6 6851 211
13 Locked 37.6 4720 83
14 Locked 37.3 4020 28
15 Locked 38.6 3775 48
16 Locked 37.6 3666 38
17 Locked 37.6 3511 6
18 Locked 37.6 2607 61
19 Locked 37.6 1872 48
20 Locked 37.6 1436 0
21 Locked 37.6 1365 27
22 Locked 37.3 2255 23
23 Locked 37.6 3366 34
24 Locked 37.6 4036 187

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 49 5120 64 qam 2
2 39400000 51 5120 64 qam 4
3 46200041 50 5120 64 qam 3
4 60300034 50 5120 64 qam 1

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

Network Log
Time Priority Description
22/07/2021 19:49:42 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 19:43:48 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;
22/07/2021 19:43:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 19:42:48 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;
22/07/2021 19:42:6 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 19:42:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 19:42:1 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 19:42:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 19:42:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 19:02:37 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Lee_R]

Please do keep us updated @User_001.  

I have had another check and the planned works do appear to have been completed.

Regards

Lee

[User_001]

Thanks jbrennand.

I have a well engineered unifi WiFi solution which provides consistent fast coverage over the house and garden without dropouts. I'm fortunate in that the position and construction of my house means that I have virtually zero WiFi interference within the house. I Can see the WiFi experience for each client via the controller - I can also see every time the cable modem has suffered an outage.

If I could post a picture of the badly corroded F connector at the feed point to my property, I would. That, along with the barely finger-tight connection to the redundant T-piece half-way along the cable around my house accounted for the loss of signal and noise.

All sorted now. 

[User_001]

My final bit of feedback on this matter:

Why did I have to make several calls to the 'help'desk in order to get an engineer out.
How come, if people on here can see that the signal levels are out of spec, why can the first-line support people check and action this.
I appreciate that there is a polling delay, but I was especially unhappy at being told by the call handler, that he could not book an engineer because as far as his screen was concerned, I was online - aparently me looking at a very not online cable modem in a reboot loop failing to lock onto a signal means nothing.
Either the call agent who told me this need more training, or there is something very wrong in the systems that they have available to them.

If I as a network professional of 20 years, who has worked on the inside of your company, and was even part of the original Blueyonder cable internet build and rollout, had this much trouble getting getting the right response to what was really a simple, almost black and white issue that could even be detected remotely, what hope do less technical caller have?

[Jodi_S]

Hi User_001,

We appreciate your feedback with how your fault was handled by the agents in out contact centre. We can certainly understand the frustration caused, especially when you had to make several calls to have an engineers appointment booked in for you.

We are all trained to the same level and have the same tools, so I am surprised that you were not given the help you needed in the first instance.

We do apologise for the service received, this is not what we are aiming to provide.

If you have any issues in the future, please come back to us through this channel.

Kind regards Jodi.