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Nathan__Hatch
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Inconsistent Internet

Hi,

My Internet Connection is dropping out multiple times a day. A couple of weeks ago the outages were 3 or 4 times a day for a couple of hours at a time.

Today it's dropped out much more often, but only for 10-15 minutes at a time.

I do have an engineer booked to come take a look on the 4th of January but that is a long way away, plus I had one out only a couple of weeks ago to look at this issue, which is still ongoing.

I saw on this forum a lot of people placing the stats from the router, which I can't really interpret.

What are normal values for the upstream & downstream power & SignalToNoise?

 

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
13147500001.229256 qam19
23227500001.529.1256 qam20
33067500000.928.8256 qam18
42987500000.728.7256 qam17
52907500000.428.6256 qam16
62827500000.228.7256 qam15
72747500000.228.7256 qam14
82667500000.228.9256 qam13
9258750000028.9256 qam12
10250750000029256 qam11
11242750000-0.229256 qam10
12234750000-0.229256 qam9
13226750000-0.229256 qam8
14218750000-0.529.2256 qam7
15210750000-0.529.2256 qam6
16202750000-0.529.3256 qam5
17194750000-0.729.4256 qam4
18186750000-0.729.3256 qam3
19178750000-0.929.4256 qam2
20170750000-129.4256 qam1

 

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

3839400000ATDMA39.564 qam64000005120
4025800000ATDMA39.564 qam64000005120

 

 

Network Log Date And Time Error Number Event Description

2016-12-22 11:24:07.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:24:08.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:24:08.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:24:09.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:24:33.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:24:33.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:24:36.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:24:50.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:24:50.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:24:57.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:25:14.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:25:14.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:25:14.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:26:12.0068000401ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:26:16.0068000900TFTP file complete - but missing mandatory TLV;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:26:49.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:27:31.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:27:31.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:27:59.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-22 11:28:15.0073040300TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Superuser
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Re: Inconsistent Internet

Your downstream SNR is too low and needs to be looked at by VM.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

There is a good read on power levels here.

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Superuser
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Re: Inconsistent Internet

Your downstream SNR is too low and needs to be looked at by VM.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

There is a good read on power levels here.

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Nathan__Hatch
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Re: Inconsistent Internet

Thanks for your help. That's certainly and in depth post.

From what I've read is it really as simple as the SNR needs to be >=34.5 and mine is around 29?

 

Are VM able to see those statistics from their side? Either by way of their own infrastructure, or by connecting to the hub and viewing its logs?

 

Cheers

Nathan

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Superuser
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Re: Inconsistent Internet

Yep, you have got it.

VM will need to query your hub to get the downstream SNR as the CMTS will not know what condition the signal is when it hits your SH. A bit like if you post a letter, you will not know the condition of the letter at the recipient's end, if it's been ripped or not unless the recipient tells you.  By the same token you cannot see your upstream SNR values.

The issue can lie anywhere between your premises to the CMTS, so they can be quite difficult to track down. It may be worth checking your coax cable for obvious signs of damage and all connectors are hand tight.

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