Issues since the national outage on 3rd/4th April.

[rs888]

My connection has been having issues since the national outage earlier in the month.

Status phone number states complex issues with no ETA for a fix, as this has being going on for a couple of weeks with constant slow speeds and dropouts I would like an ETA for a fix please.

BQM.

Logs.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 339000000 5.8 42 QAM 256 26
2 139000000 4.9 42 QAM 256 1
3 147000000 4.8 42 QAM 256 2
4 155000000 4.9 41 QAM 256 3
5 163000000 5.1 41 QAM 256 4
6 171000000 5.1 41 QAM 256 5
7 179000000 5.1 42 QAM 256 6
8 187000000 5.1 42 QAM 256 7
9 195000000 5.1 42 QAM 256 8
10 203000000 4.8 42 QAM 256 9
11 211000000 4.7 42 QAM 256 10
12 219000000 4.4 42 QAM 256 11
13 227000000 3.8 41 QAM 256 12
14 235000000 3.3 41 QAM 256 13
15 243000000 3.8 41 QAM 256 14
16 251000000 4.2 42 QAM 256 15
17 259000000 4.3 42 QAM 256 16
18 267000000 4.5 42 QAM 256 17
19 275000000 4.7 42 QAM 256 18
20 283000000 5.1 42 QAM 256 19
21 291000000 5.5 42 QAM 256 20
22 299000000 5.6 42 QAM 256 21
23 307000000 5.7 42 QAM 256 22
24 315000000 5.5 42 QAM 256 23
25 323000000 5.5 42 QAM 256 24
26 331000000 5.6 42 QAM 256 25
27 347000000 5.8 42 QAM 256 27
28 355000000 5.6 43 QAM 256 28
29 363000000 5.4 42 QAM 256 29
30 371000000 5.4 42 QAM 256 30
31 379000000 5.5 42 QAM 256 31
Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 42 31 0
2 Locked 42 25 0
3 Locked 42 17 0
4 Locked 41 22 0
5 Locked 41 23 0
6 Locked 41 24 0
7 Locked 42 24 0
8 Locked 42 15 0
9 Locked 42 19 0
10 Locked 42 13 0
11 Locked 42 26 0
12 Locked 42 30 0
13 Locked 41 25 0
14 Locked 41 28 0
15 Locked 41 29 0
16 Locked 42 28 0
17 Locked 42 29 0
18 Locked 42 25 0
19 Locked 42 19 0
20 Locked 42 23 0
21 Locked 42 27 0
22 Locked 42 23 0
23 Locked 42 19 0
24 Locked 42 38 0
25 Locked 42 22 0
26 Locked 42 24 0
27 Locked 42 37 0
28 Locked 43 19 0
29 Locked 42 22 0
30 Locked 42 24 0
31 Locked 42 24 0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 49.8 5120 QAM 32 1
1 43100000 49.3 5120 QAM 32 2
2 36600000 48.8 5120 QAM 32 3
3 30100000 48.5 5120 QAM 32 4
4 23600000 48.3 5120 QAM 32 5
Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0 ATDMA 0 1 0 0
1 ATDMA 0 1 1 0
2 ATDMA 0 1 69 1
3 ATDMA 0 1 25 0
4 ATDMA 0 1 573 0

Network Log

Time Priority Description
16-04-2023 13:17:14 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2023 10:46:45 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2023 06:28:12 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2023 04:55:22 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2023 04:55:22 critical 16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2023 04:37:28 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2023 04:36:04 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-04-2023 20:10:36 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-04-2023 19:17:47 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-04-2023 19:09:39 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=3.1;
12-04-2023 23:13:50 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-04-2023 22:46:44 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-04-2023 15:41:30 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-04-2023 13:56:11 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-04-2023 13:56:11 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-04-2023 13:46:08 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-04-2023 13:46:08 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-04-2023 09:38:44 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-04-2023 09:19:04 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-04-2023 09:03:48 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-04-2023 09:02:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 11:34:58 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 10:46:42 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 23:07:10 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 22:45:31 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 22:45:31 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 22:07:16 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 21:39:00 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 21:39:00 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 10:04:44 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 09:48:20 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 09:48:20 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[lotharmat]

Upstream looks to be struggling with modulation that has subsequently dropped!

Are there any faults listed?

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!

[legacy1]

likely a SnR issue as this upstream Modulation is not 64QAM

[Ashleigh_C]

Hi there @rs888 

Thank you so much for you post and welcome back to the community forums, it's great to have you back.

I am so sorry to hear that you have faced this issue with your service, I have checked and I can see that there is currently a Signal to Noise Ratio (SNR) outage in your area that will be effecting your services. 

The current estimated fix time is is today at 3pm. Are you able to let us know how things are looking after this time? 

[rs888]

No change even after rebooting the hub today.

Upstream still QAM 32.

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	47	5120	QAM 32	1
1	43100000	46.8	5120	QAM 32	2
2	36600000	46.5	5120	QAM 32	3
3	30100000	45.8	5120	QAM 32	4
4	23600000	45.8	5120	QAM 32	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Zach_R]

Hi @rs888,

I do apologise for the ongoing inconvenience that you're experiencing with your service issues.

I've taken a look at things on our systems and it appears there's a known fault we're working on, with a current estimated fix date/time of approximately 3:00pm on Tuesday 25th April.

If the issues continue after this time has passed, please let us know.

Thanks,