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TimmHield
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Message 11 of 18
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Re: Unstable Ping Wired Connection

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

1298750000-0.738.9256 qam9
2322750000-0.538.9256 qam12
3314750000-0.738.6256 qam11
4306750000-138.9256 qam10
5290750000-0.738.9256 qam8
6282750000-0.738.9256 qam7
7274750000-138.9256 qam6
8266750000-140.3256 qam5
9258750000-0.739.3256 qam4
10250750000-140.3256 qam3
11242750000-0.938.9256 qam2
12234750000-0.540.3256 qam1

 

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

239400000ATDMA50.564 qam64000005120
146200000ATDMA50.564 qam64000005120

 

Network Log Date And Time Error Number Event Description

1970-01-01 00:01:29.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:29.0084020300MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:43.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:25.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:25.0084020300MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 11:19:17.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 11:19:18.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 11:19:39.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 11:19:39.0084020300MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 11:20:41.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 11:21:03.0069010200SW Download INIT - Via Config file
2017-10-24 11:28:42.0069011200SW download Successful - Via Config file
2017-10-24 11:31:09.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 13:07:05.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 13:33:22.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 13:33:22.0068010600DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-24 19:01:32.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-29 09:03:19.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-30 16:33:21.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-10-30 16:33:21.0068010600DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

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Forum Team
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Message 12 of 18
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Re: Unstable Ping Wired Connection

Hi there TimmHield,

 

Thanks for posting on the community.

 

My apologies you are having an issue with the broadband connection.

 

I've taken a look at the network and there is a high peak time traffic fault in your area. The reference number is F005581655 and has a review date of 17th January 2018. As this is a review date it can be subject to change.

 

With the power levels these are showing to be within the correct range which is good.

 

Have you got an up to date BQM Graph for the Hub 3? If so, can you post this for us to check over?

 

Kind regards

Sam


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TimmHield
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Message 13 of 18
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Re: Unstable Ping Wired Connection

Hi Samantha 

I had another engineer come out and he replaced some connections and said there was an issue with upload somehow. He also found out about the peak time issue you identified. This has only affected me in the past 3 weeks though. Have you now stopped taking new customers on in this area now or will it get worse? A January resolution date is hardly a reasonable fix date though. The enjoyment of my online game has now stopped as it's unplayable a lot of the time. Would going to a gaming package with a higher upload fix this high ping and lag issue? I'm really not happy having to continue to pay for a faulty service. 

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chriswheeler
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Message 14 of 18
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Re: Unstable Ping Wired Connection

the issue is with the superhub 3, there's nothing that can be done about the ping issues

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Adduxi
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Message 15 of 18
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Re: Unstable Ping Wired Connection


TimmHield wrote:

Hi Samantha 

I had another engineer come out and he replaced some connections and said there was an issue with upload somehow. He also found out about the peak time issue you identified. This has only affected me in the past 3 weeks though. Have you now stopped taking new customers on in this area now or will it get worse? A January resolution date is hardly a reasonable fix date though. The enjoyment of my online game has now stopped as it's unplayable a lot of the time. Would going to a gaming package with a higher upload fix this high ping and lag issue? I'm really not happy having to continue to pay for a faulty service. 


A different package will not make any difference to overutilisation in the area.  You should setup a TBB monitor here www.thinkbroadband.com/ping and use this for evidence along with the above Fault Reference, and apply for a rolling monthly reduction on your bill.  Note the dates given by VM usually slip to the right, so could be longer than January ......

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Message 16 of 18
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Re: Unstable Ping Wired Connection

Hey TimmHield,

Thanks for getting back to us.

The impact of the area issue entirely depends on whether your gaming lag problems are constant, or just during peak times (4pm - midnight weekdays, 8am - midnight weekends). If you're suffering problems outside of these times then it's unlikely that the area issue is the main culprit. If it's solely during these times then the area issues are the cause.

Could you post an up-to-date Quality Monitor please, so we can see what's happening with the latency?

Kev

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TimmHield
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Message 17 of 18
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Re: Unstable Ping Wired Connection

Hi

I've had some surgery so I've not been around for a bit. However, I've set up a new BQM now with the SH3. 

BQM - SH3 

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Message 18 of 18
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Re: Unstable Ping Wired Connection

Thanks for updating TimmHield,

 

Wishing you a speedy recovery!

 

I can see that you've since spoken with the faults team regarding this.

 

Please feel free to let us know if we can assist with anything further.

 

Take care,

 

Nat_J

 

 


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