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lrichar0
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intermittent loss of connection

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

Time Priority Description
26/08/2021 15:55:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 11:47:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 03:25:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 14:58:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:33:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:48Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:32:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:27:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 12:00:49criticalReceived 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 11:57:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 11:57:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 11:57:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jpeg1
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Re: intermittent loss of connection

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

lrichar0
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Re: intermittent loss of connection

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

12030000004.640256 qam9
22110000004.640256 qam10
32190000004.640256 qam11
42270000004.840256 qam12
52350000004.840256 qam13
62430000004.540256 qam14
72510000004.840256 qam15
8259000000540256 qam16
92670000005.140256 qam17
102750000005.140256 qam18
112830000005.540256 qam19
122910000005.440256 qam20
132990000005.540256 qam21
143070000005.540256 qam22
153150000005.540256 qam23
163230000005.540256 qam24
173310000005.540256 qam25
183390000005.540256 qam26
193470000005.540256 qam27
203550000005.640256 qam28
21363000000640256 qam29
22371000000640256 qam30
233790000005.840256 qam31
243870000005.640256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.3400
2Locked40.3503
3Locked40.3490
4Locked40.3310
5Locked40.390
6Locked40.360
7Locked40.310
8Locked40.980
9Locked40.380
10Locked40.3100
11Locked40.380
12Locked40.3200
13Locked40.390
14Locked40.350
15Locked40.350
16Locked40.370
17Locked40.360
18Locked40.350
19Locked40.350
20Locked40.960
21Locked40.950
22Locked40.9150
23Locked40.940
24Locked40.330
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jpeg1
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Re: intermittent loss of connection

The downstream looks entirely normal.  Where is the upstream data?  Post a link to the BQM, which will show any dropouts 

 

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Ashleigh_C
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Re: intermittent loss of connection

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? 

Ash_C
Forum Team



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