Forum Discussion

Joedzn's avatar
Joedzn
Tuning in
3 days ago

Broadband issues, high ping and dropouts.

Hi all,

 

Over the past 2 weeks my connection has been plagued with connection dropouts and high ping/packet loss.

I have had 2 VM engineers and 1 engineer from Avonline networks, each with different explanations for my issues. 

The first engineer said that the coax feeding my property had high noise, tilt and loss. And said that it needed replacing. Booking engineer no 2.

The second engineer avonline networks, stated that the cable was fine and there was no issue. They reterminated at my property DP and said to check for any further issue before leaving.

 

Once the issues persisted, I contacted and got another engineer to arrive next day (after being uncharged to homeworks without my knowledge). The engineer stated that the levels on my cable were too high, and replaced my hub with a hub 5, replaced the splitter within my DP and left.

 

I am now still experiencing issues with my connection, albeit at less of a frequency. I have constant issues checking the status in my hub as when I check the network status page, it says not available in the channels pages and "Internet access not allowed" when clearly I am able to in some cases.

 

Can anyone advise as to why my service has degraded and what I need to do to rectify this. Is there any knowledge as to why my hub does not display any network status information.

Cheers,

4 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 days ago

    The problem may be your router, or the cabling between the VM hub and your router.

    It's very difficult to read your stats due to the image quality.  Ideally you should copy/paste them to be more legible.

    I can just make out that the Configuration tab is showing the Baseline Privacy is Disabled at 19:46, yet it's Enabled at 20:24  -  It should be Enabled.  You don't have any Upstream channels showing.

    What are you changing?

    You should remove your 3rd party router from the equation so VM can actually test the line properly.  Also post the full stats from Downstream, Upstream, and Network log  (remove the MAC addresses from the network log before posting) when in VM hub mode (192.168.0.1)

    Also set up a quality monior (BQM) on /thinkbroadband.com/broadband/monitoring/quality 

     

     

     

    • Joedzn's avatar
      Joedzn
      Tuning in
      3 days ago

      Hi,

       

       

       

      Making no changes, other than putting the Modem back into router mode, I get the following from the network service tab, note it took over 100 refreshes for any channels to be shown within these tabs.

       

       

       

      Downstream channels

       

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

       

      1 331000000 1.5 40 QAM 256 25

       

      2 139000000 4.2 41 QAM 256 1

       

      3 147000000 4 41 QAM 256 2

       

      4 155000000 3.8 41 QAM 256 3

       

      5 163000000 3.8 41 QAM 256 4

       

      6 171000000 3.6 40 QAM 256 5

       

      7 179000000 3.5 40 QAM 256 6

       

      8 187000000 3.5 40 QAM 256 7

       

      9 195000000 3.8 40 QAM 256 8

       

      10 203000000 3.4 40 QAM 256 9

       

      11 211000000 3.3 40 QAM 256 10

       

      12 219000000 3 40 QAM 256 11

       

      13 227000000 2.6 40 QAM 256 12

       

      14 235000000 2.3 40 QAM 256 13

       

      15 251000000 1.8 40 QAM 256 15

       

      16 259000000 1.9 40 QAM 256 16

       

      17 267000000 2.2 40 QAM 256 17

       

      18 275000000 2.2 40 QAM 256 18

       

      19 283000000 2.2 40 QAM 256 19

       

      20 291000000 2.2 40 QAM 256 20

       

      21 299000000 1.9 40 QAM 256 21

       

      22 307000000 1.7 40 QAM 256 22

       

      23 315000000 1.6 40 QAM 256 23

       

      24 323000000 1.6 40 QAM 256 24

       

      25 339000000 1.2 40 QAM 256 26

       

      26 347000000 0.9 40 QAM 256 27

       

      27 355000000 0.5 39 QAM 256 28

       

      28 363000000 0.3 39 QAM 256 29

       

      29 371000000 0 39 QAM 256 30

       

      30 379000000 0.1 39 QAM 256 31

       

      31 387000000 0.2 39 QAM 256 32

       

      3.0 Downstream channels

       

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

       

      1 Locked 40 1 0

       

      2 Locked 41 0 0

       

      3 Locked 41 0 0

       

      4 Locked 41 0 0

       

      5 Locked 41 0 0

       

      6 Locked 40 0 0

       

      7 Locked 40 0 0

       

      8 Locked 40 0 0

       

      9 Locked 40 0 0

       

      10 Locked 40 0 0

       

      11 Locked 40 0 0

       

      12 Locked 40 0 0

       

      13 Locked 40 0 0

       

      14 Locked 40 0 0

       

      15 Locked 40 0 0

       

      16 Locked 40 0 0

       

      17 Locked 40 0 0

       

      18 Locked 40 0 0

       

      19 Locked 40 0 0

       

      20 Locked 40 0 0

       

      21 Locked 40 1 0

       

      22 Locked 40 1 0

       

      23 Locked 40 0 0

       

      24 Locked 40 0 0

       

      25 Locked 40 1 0

       

      26 Locked 40 1 0

       

      27 Locked 39 0 0

       

      28 Locked 39 3 0

       

      29 Locked 39 1 0

       

      30 Locked 39 2 0

       

      31 Locked 39 2 0

       

      3.1 Downstream channels

       

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

       

      33 94 4K 1840 QAM 4096 1108

       

      3.1 Downstream channels

       

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

       

      33 Locked 39 -1.2 159291294 0

       

      3.0 Upstream channels

       

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

       

      0 49600000 44.8 5120 QAM 64 1

       

      1 43100000 44.3 5120 QAM 64 2

       

      2 36600000 44 5120 QAM 64 3

       

      3 30100000 43.5 5120 QAM 64 4

       

      4 23600000 43.3 5120 QAM 64 5

       

      3.0 Upstream channels

       

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

       

      0 ATDMA 0 0 0 0

       

      1 ATDMA 0 0 2 0

       

      2 ATDMA 0 0 0 0

       

      3 ATDMA 0 0 0 0

       

      4 ATDMA 0 0 0 0

       

      3.1 Upstream channels

       

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

       

      11 10.4 40.0 2K QAM 256

       

      3.1 Upstream channels

       

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

       

      11 OFDMA 208 74000000 0 0

       

      Time Priority Description

       

      14-08-2025 00:27:04 notice GUI Login Status - Login Success from LAN interface

       

      13-08-2025 21:35:30 notice Honoring MDD; IP provisioning mode = IPv4

       

      13-08-2025 21:35:16 critical Cable Modem Reboot because of - Peer_down

       

      13-08-2025 20:52:54 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC= xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

       

      13-08-2025 18:44:40 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

       

      13-08-2025 18:31:23 critical Cable Modem Reboot because of - pin-reset

       

      My BQM link is: https://www.thinkbroadband.com/broadband/monitoring/quality/share/897aab2d39db0be079c58ad3c7b319641747330b

       

       

       

      This is showing a significant number of dropouts.

       

      Apologies for the formatting, I tried to copy the tables in but got an error.

       

      Cheers,

  • Joedzn's avatar
    Joedzn
    Tuning in
    3 days ago

    Hi,

     

    Making no changes, other than putting the Modem back into router mode, I get the following from the network service tab, note it took over 100 refreshes for any channels to be shown within these tabs.

     

    Downstream channels

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

    1 331000000 1.5 40 QAM 256 25

    2 139000000 4.2 41 QAM 256 1

    3 147000000 4 41 QAM 256 2

    4 155000000 3.8 41 QAM 256 3

    5 163000000 3.8 41 QAM 256 4

    6 171000000 3.6 40 QAM 256 5

    7 179000000 3.5 40 QAM 256 6

    8 187000000 3.5 40 QAM 256 7

    9 195000000 3.8 40 QAM 256 8

    10 203000000 3.4 40 QAM 256 9

    11 211000000 3.3 40 QAM 256 10

    12 219000000 3 40 QAM 256 11

    13 227000000 2.6 40 QAM 256 12

    14 235000000 2.3 40 QAM 256 13

    15 251000000 1.8 40 QAM 256 15

    16 259000000 1.9 40 QAM 256 16

    17 267000000 2.2 40 QAM 256 17

    18 275000000 2.2 40 QAM 256 18

    19 283000000 2.2 40 QAM 256 19

    20 291000000 2.2 40 QAM 256 20

    21 299000000 1.9 40 QAM 256 21

    22 307000000 1.7 40 QAM 256 22

    23 315000000 1.6 40 QAM 256 23

    24 323000000 1.6 40 QAM 256 24

    25 339000000 1.2 40 QAM 256 26

    26 347000000 0.9 40 QAM 256 27

    27 355000000 0.5 39 QAM 256 28

    28 363000000 0.3 39 QAM 256 29

    29 371000000 0 39 QAM 256 30

    30 379000000 0.1 39 QAM 256 31

    31 387000000 0.2 39 QAM 256 32

    3.0 Downstream channels

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

    1 Locked 40 1 0

    2 Locked 41 0 0

    3 Locked 41 0 0

    4 Locked 41 0 0

    5 Locked 41 0 0

    6 Locked 40 0 0

    7 Locked 40 0 0

    8 Locked 40 0 0

    9 Locked 40 0 0

    10 Locked 40 0 0

    11 Locked 40 0 0

    12 Locked 40 0 0

    13 Locked 40 0 0

    14 Locked 40 0 0

    15 Locked 40 0 0

    16 Locked 40 0 0

    17 Locked 40 0 0

    18 Locked 40 0 0

    19 Locked 40 0 0

    20 Locked 40 0 0

    21 Locked 40 1 0

    22 Locked 40 1 0

    23 Locked 40 0 0

    24 Locked 40 0 0

    25 Locked 40 1 0

    26 Locked 40 1 0

    27 Locked 39 0 0

    28 Locked 39 3 0

    29 Locked 39 1 0

    30 Locked 39 2 0

    31 Locked 39 2 0

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

    33 94 4K 1840 QAM 4096 1108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

    33 Locked 39 -1.2 159291294 0

    3.0 Upstream channels

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

    0 49600000 44.8 5120 QAM 64 1

    1 43100000 44.3 5120 QAM 64 2

    2 36600000 44 5120 QAM 64 3

    3 30100000 43.5 5120 QAM 64 4

    4 23600000 43.3 5120 QAM 64 5

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    0 ATDMA 0 0 0 0

    1 ATDMA 0 0 2 0

    2 ATDMA 0 0 0 0

    3 ATDMA 0 0 0 0

    4 ATDMA 0 0 0 0

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

    11 10.4 40.0 2K QAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

    11 OFDMA 208 74000000 0 0

    Time Priority Description

    14-08-2025 00:27:04 notice GUI Login Status - Login Success from LAN interface

    13-08-2025 21:35:30 notice Honoring MDD; IP provisioning mode = IPv4

    13-08-2025 21:35:16 critical Cable Modem Reboot because of - Peer_down

    13-08-2025 20:52:54 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC= xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

    13-08-2025 18:44:40 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

    13-08-2025 18:31:23 critical Cable Modem Reboot because of - pin-reset

    BQM:https://www.thinkbroadband.com/broadband/monitoring/quality/share/897aab2d39db0be079c58ad3c7b319641747330b

     

     

     

     

     

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      5 hours ago

      Thanks for coming back to us Joedzn, and we're sorry to see that this issue is still ongoing.

      We understand that you have since been able to discuss this matter with our team and provisions have been put in place to have this matter resolved.

      Do please keep us posted with any updates, and we'll be on hand to offer further assistance if this is required.

      Thanks,

      David_Bn