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lyonc
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My router may be damaged? Engineer who installed router didn't change the downstream levels

When I first got my router, an engineer came round to install all of the cables and the router itself, but a couple of months in it needed servicing because the packet loss and download speed were really bad. The engineer that came to service it had to fix the downstream levels because they were too high (10dBmV+) and I'm just wondering if that could have damaged the router because they were at those levels for 5 months (The other engineer who installed it back in April). The download speed is stable now, but the packet loss is still happening along with the ping spikes. It's a super hub 3.

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Re: My router may be damaged? Engineer who installed router didn't change the downstream levels

Hi there lyonc,

 

Sorry to hear about the connection issue experienced.

 

I've located your account and I am unable to locate any faults with the equipment levels at present. Hopefully, this has since resolved itself.

 

I've also checked the network segment and there did appear to be an issue with SNR in the area, but this looks to be spot on currently.

 

I would recommend changing your wireless settings, in order to get the best out of your Wi-Fi connection.

 

Please feel free to let me know if you're still having some trouble with this.

 

 

Many thanks,

 

Nat_J

 

 


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Re: My router may be damaged? Engineer who installed router didn't change the downstream levels

hiya @lyonc if you could goto http://192.168.0.1 clicking router status top right [no need to login] and if you could copy/paste the downstream, upstream, network log.. don't worry about the formatting we can easily read it,
----------------------------------------------------------
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lyonc
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Re: My router may be damaged? Engineer who installed router didn't change the downstream levels

The downstream is fixed now thanks to the engineer who was called out around a month ago, but the packet loss problem still exists after him coming out. I was wondering if my router was damaged, because they were at 10dBmV+ since April up until the 8th September.

 

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

12990000001.438.9256 qam17
23230000001.238.6256 qam20
33150000001.238.9256 qam19
43070000001.238.9256 qam18
52910000000.938.9256 qam16
62830000000.538.9256 qam15
7275000000038.9256 qam14
82670000000.238.9256 qam13
92590000000.238.9256 qam12
10251000000038.6256 qam11

 

 
Upstream bonded channels Channel ID Frequency(Hz) Modulation Power(dBmV) Mode Channel Bandwidth(Hz) Symbol Rate (ksps)
4239400000ATDMA42.316 qam64000005120
4332600000ATDMA42.316 qam64000005120

 

Network Log Date And Time Error Number Event Description
2016-09-08 13:57:31.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 13:57:37.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 13:58:23.0082000400Received 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;
2016-09-08 14:05:09.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:05:09.0084020300MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:06:31.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:06:31.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:06:31.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:06:32.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:06:36.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:07:26.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:07:26.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:07:26.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:07:26.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-08 14:07:32.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-13 09:37:14.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-18 11:12:26.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-21 21:07:48.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-22 11:41:06.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-23 13:59:55.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: My router may be damaged? Engineer who installed router didn't change the downstream levels

Hi there lyonc,

 

Sorry to hear about the connection issue experienced.

 

I've located your account and I am unable to locate any faults with the equipment levels at present. Hopefully, this has since resolved itself.

 

I've also checked the network segment and there did appear to be an issue with SNR in the area, but this looks to be spot on currently.

 

I would recommend changing your wireless settings, in order to get the best out of your Wi-Fi connection.

 

Please feel free to let me know if you're still having some trouble with this.

 

 

Many thanks,

 

Nat_J

 

 


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lyonc
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Re: My router may be damaged? Engineer who installed router didn't change the downstream levels

It's still happening every now and again, not sure what's causing it though, the engineer who last visited said there was a problem with the SNR, but I thought it would have been fixed when he changed the power levels

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Re: My router may be damaged? Engineer who installed router didn't change the downstream levels

Hello Iyonc,

 

Thanks for the update Smiley Happy

 

Sorry we've not replied sooner, how've you been getting on since your last post?

 

The SNR is looking good today which is good news. Would you please get back to us if you're still having problems.

 

Thanks for your patience,

Take care.

Heather_J

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lyonc
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Re: My router may be damaged? Engineer who installed router didn't change the downstream levels

It's ok haha, I am still getting spikes, but they aren't as frequent anymore. Happens 4 or 5 times a day if that now. Used to be twice an hour.

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lyonc
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Re: My router may be damaged? Engineer who installed router didn't change the downstream levels

The spikes are incredibly bad now and they last at least 10 minutes instead of a couple of seconds and I really don't know what's causing it now. Internet is barely usable during those times as well, struggles to load webpages.

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Re: My router may be damaged? Engineer who installed router didn't change the downstream levels

Hi lyonc,

 

Thanks for posting back on the community.

 

I'm sorry that you are still having issues with your broadband connection.

 

Looking at your connection, there is currently maintenance work being carried out today which is causing the broadband to be intermittent.

 

If you continue to experience this issue after the fault has been closed down, can you set up a Broadband Quality Monitor please as this will check the performance of the connection. If you do create a BQM, you will need to disable the firewall within the router for this to work.

 

Let us know how you get on

Sam


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lyonc
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Re: My router may be damaged? Engineer who installed router didn't change the downstream levels

The issues aren't going away. It's all down to network buffering causing the problem and I don't know what else I can do other than monitor it. It's affecting everything especially voice communications online, it constantly stutters. Even browsing the web can be difficult at times. I never had this problem with the SuperHub 2? I tried testing a stream on Twitch and a viewer said it buffers every 3-5 seconds.

My download speeds aren't being affected.

BGM:

http://www.thinkbroadband.com/ping/share/01b8f3d2b501a153ce452b0b7bc4d84c-05-11-2016.html

 

Netalyzr results:

 

http://n1.netalyzr.icsi.berkeley.edu/summary/id=369839a0-11634-2e1c3e28-8b59-4608-860f#ClockAccuracy

 

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