on 26-08-2021 17:43
Really losing my patience with VM. When you call for help you have to ring twice now as first call is all automated and all I get is reboot your Hub. When you do s peak with a human they are useless!! I keep asking them to look at the HUB 3 logs and see the errors and they keep coming up with nonsensical excuses. I have been in IT for over 25 years and they are the worse!. I am adding my Network logs etc to see if anyone can help.
Network Logs
26/08/2021 15:55:45 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2021 11:47:59 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 03:25:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 14:58:50 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:33:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:32:48 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:32:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:32:42 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:32:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:32:42 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:32:22 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:32:7 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:32:3 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:32:2 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:32:2 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:27:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 12:00:49 | 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; |
23/08/2021 11:57:30 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 11:57:27 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2021 11:57:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27-08-2021 10:38 - edited 27-08-2021 10:44
Unfortunately the remote call centre staff have no technical training beyond reading a script on a screen.
Your network log alone doesn't tell the full story. Please post the downstream and upstream logs as well.
It would also be very useful if you could set up a free BQM and post a link here.
https://www.thinkbroadband.com/broadband/monitoring/quality
on 27-08-2021 20:51
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 4.6 | 40 | 256 qam | 9 |
2 | 211000000 | 4.6 | 40 | 256 qam | 10 |
3 | 219000000 | 4.6 | 40 | 256 qam | 11 |
4 | 227000000 | 4.8 | 40 | 256 qam | 12 |
5 | 235000000 | 4.8 | 40 | 256 qam | 13 |
6 | 243000000 | 4.5 | 40 | 256 qam | 14 |
7 | 251000000 | 4.8 | 40 | 256 qam | 15 |
8 | 259000000 | 5 | 40 | 256 qam | 16 |
9 | 267000000 | 5.1 | 40 | 256 qam | 17 |
10 | 275000000 | 5.1 | 40 | 256 qam | 18 |
11 | 283000000 | 5.5 | 40 | 256 qam | 19 |
12 | 291000000 | 5.4 | 40 | 256 qam | 20 |
13 | 299000000 | 5.5 | 40 | 256 qam | 21 |
14 | 307000000 | 5.5 | 40 | 256 qam | 22 |
15 | 315000000 | 5.5 | 40 | 256 qam | 23 |
16 | 323000000 | 5.5 | 40 | 256 qam | 24 |
17 | 331000000 | 5.5 | 40 | 256 qam | 25 |
18 | 339000000 | 5.5 | 40 | 256 qam | 26 |
19 | 347000000 | 5.5 | 40 | 256 qam | 27 |
20 | 355000000 | 5.6 | 40 | 256 qam | 28 |
21 | 363000000 | 6 | 40 | 256 qam | 29 |
22 | 371000000 | 6 | 40 | 256 qam | 30 |
23 | 379000000 | 5.8 | 40 | 256 qam | 31 |
24 | 387000000 | 5.6 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 40 | 0 |
2 | Locked | 40.3 | 50 | 3 |
3 | Locked | 40.3 | 49 | 0 |
4 | Locked | 40.3 | 31 | 0 |
5 | Locked | 40.3 | 9 | 0 |
6 | Locked | 40.3 | 6 | 0 |
7 | Locked | 40.3 | 1 | 0 |
8 | Locked | 40.9 | 8 | 0 |
9 | Locked | 40.3 | 8 | 0 |
10 | Locked | 40.3 | 10 | 0 |
11 | Locked | 40.3 | 8 | 0 |
12 | Locked | 40.3 | 20 | 0 |
13 | Locked | 40.3 | 9 | 0 |
14 | Locked | 40.3 | 5 | 0 |
15 | Locked | 40.3 | 5 | 0 |
16 | Locked | 40.3 | 7 | 0 |
17 | Locked | 40.3 | 6 | 0 |
18 | Locked | 40.3 | 5 | 0 |
19 | Locked | 40.3 | 5 | 0 |
20 | Locked | 40.9 | 6 | 0 |
21 | Locked | 40.9 | 5 | 0 |
22 | Locked | 40.9 | 15 | 0 |
23 | Locked | 40.9 | 4 | 0 |
24 | Locked | 40.3 | 3 | 0 |
on 27-08-2021 21:37
The downstream looks entirely normal. Where is the upstream data? Post a link to the BQM, which will show any dropouts
on 30-08-2021 09:13
Hi there @Irichar0
Thank you so much for your post and I am so sorry to see you are facing these issues with your connection.
I have double checked the Hub on our side and everything appears to be in spec, so we cannot see what could be causing this issue. Can I ask if you are experiencing this loss of connection on wired as well as WiFi devices?
Are you able to do as advised by @jpeg1 and provide us with a BQM? Can you set this up and let it run for 24-48 hours then post the results so we can get a more in depth look into these disconnects?