Forum Discussion

Concerned_user's avatar
Concerned_user
On our wavelength
7 months ago

Poor connection rep looked at router and failed to recognise the un correctable errors, please help...

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000003.641QAM 25625
21390000007.342QAM 2561
31470000007.241QAM 2562
4155000000741QAM 2563
51630000006.942QAM 2564
61710000006.742QAM 2565
71790000006.542QAM 2566
81870000006.142QAM 2567
91950000005.842QAM 2568
102030000005.642QAM 2569
112110000005.642QAM 25610
122190000005.439QAM 25611
132270000005.641QAM 25612
142350000005.842QAM 25613
152430000005.742QAM 25614
162510000005.542QAM 25615
172590000005.642QAM 25616
182670000005.342QAM 25617
192750000005.242QAM 25618
202830000004.842QAM 25619
212910000004.842QAM 25620
222990000004.241QAM 25621
233070000004.241QAM 25622
243150000003.841QAM 25623
253230000003.841QAM 25624
263390000003.740QAM 25626
273470000003.441QAM 25627
283550000003.241QAM 25628
293630000002.941QAM 25629
303710000002.541QAM 25630
313790000002.141QAM 25631
323870000002.141QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41162981634
2Locked423440357471236
3Locked413773224383267
4Locked413894484273081
5Locked424022985229102
6Locked427453407249406
7Locked4212033444307855
8Locked42123046226042
9Locked42463544394
10Locked42600517005
11Locked42581515472
12Locked39571415497
13Locked41462764370
14Locked42360944133
15Locked42486945656
16Locked42392354927
17Locked42294383860
18Locked42258381927
19Locked42130081245
20Locked42181841429
21Locked42149131689
22Locked41171431246
23Locked4115831831
24Locked41148231389
25Locked4194941029
26Locked40192171234
27Locked41214042184
28Locked41126781756
29Locked4111189878
30Locked4185171439
31Locked4180331925
32Locked41131061210

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked34-8.917161994491989130
 
  • 1Gb line, advisers tells me its a issue with my wifi, I need a speed booster /confused ??????????????

    VM speed test says,


    Sam knows show to the hub

    Root cause of problem, Poor Signal Strength and errors

    Why does VM support not share this information, and why is the issue being mis-diagnosed???, please advise on next steps to resolve.




    • Concerned_user's avatar
      Concerned_user
      On our wavelength

      CloudFlare

       

      Speedtest.net.

      Seems VM are pushing Sam knows, which is inaccurate, my question is why, when there is clearly an issue, why the smoke and mirrors, why not just recognise the user has an issue, identify it, make a plan to correct and move on, to share a false representation of the service and then mis-identify the root cause only wastes everyone's time, and erodes the confidence of the customer in the product. 


      I will attempt to arrange an engineer out tomorrow, its probably water in the box again šŸ˜ž

    • carl_pearce's avatar
      carl_pearce
      Community elder

      940Mbps isn't correct for Gig1, it should be around 1130 - 1152Mbps.

      • legacy1's avatar
        legacy1
        Alessandro Volta

        maybe VM link limited from speed test to hub at 1Gb on the server  

    • jpeg1's avatar
      jpeg1
      Alessandro Volta

      940 on ethernet is correct. Were your speed tests on WiFi? 

      • carl_pearce's avatar
        carl_pearce
        Community elder

        jpeg1 wrote:

        940 on ethernet is correct. Were your speed tests on WiFi? 


        To the HUB, not to a device.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    We need to see the full data set - but start from a clean sheet - do this..

    ___________________

    Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no ā€œunterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing.  Check that all looks good with the outside cabling and wall box (no ā€œstaples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
    Also check the Upstream QAMā€™s are all at 64

    Post the full data set... just copy/paste the normal ā€œFormatted Textā€ (not images) 3 FULL sets of data onto here ā€“ 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DONā€™T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are ā€œexceededā€ - just do two posts

    Also, If you havenā€™t already, set up a free, secure and ā€œofflsiteā€ - ā€œBroadband Quality Monitorā€ to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the ā€œlinkā€ to the ā€œshare live graphā€. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

     

    • Concerned_user's avatar
      Concerned_user
      On our wavelength

      Thanks John, 
      Speeds appear to be better today, however does still show errors and concerning log entries.

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      159944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      159Locked38-4.87191978807747

      Network Log

      Time Priority Description
      07-07-2024 15:56:19noticeUS 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;
      07-07-2024 15:56:19warningDBC-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;
      07-07-2024 14:49:51warningDBC-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;
      07-07-2024 14:49:51noticeUS 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;
      07-07-2024 14:35:33noticeUS 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;
      07-07-2024 14:35:33warningDBC-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;
      07-07-2024 13:34:25noticeUS 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;
      07-07-2024 13:34:25warningDBC-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;
      07-07-2024 11:03:55noticeUS 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;
      07-07-2024 11:03:55warningDBC-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;
      07-07-2024 09:59:05noticeUS 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;
      07-07-2024 09:59:05warningDBC-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;
      07-07-2024 09:53:15warningDBC-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;
      07-07-2024 09:53:15noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      07-07-2024 09:53:11noticeREGISTRATION COMPLETE - Waiting for Operational status
      07-07-2024 09:53:05warningDynamic Range Window violation
      07-07-2024 09:53:05warningDynamic Range Window violation
      07-07-2024 09:53:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      07-07-2024 09:53:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      07-07-2024 09:53:05warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      07-07-2024 09:53:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      07-07-2024 09:53:05warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      07-07-2024 09:53:05warningDynamic Range Window violation
      07-07-2024 09:53:05warningDynamic Range Window violation
      07-07-2024 09:52:59noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 4.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      07-07-2024 09:52:52warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      07-07-2024 09:52:50noticeHonoring MDD; IP provisioning mode = IPv4
      07-07-2024 09:52:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      07-07-2024 09:52:28criticalCable Modem Reboot because of - Reboot UI
      07-07-2024 09:52:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-07-2024 23:43:12criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-07-2024 23:43:11criticalUnicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

       --------------------------------------------------------------------------------------------------------------------------------------------------------

      Here is Saturdays performance :), looks like Sam Knows = Sam Knows theoretical Only, and not a true representation of actual.

      Connection still appears to be sketchy, DB warnings, Timing sync failures, Calculated value errors, range violations.

  • Slope on this is way out of whack. Service tech will potentially be able to sort. 

  • @IPFreely,
    When you say the slope if out of whack, can you share your observations šŸ™‚

    Thanks šŸ™‚

    • GregorianChant's avatar
      GregorianChant
      On our wavelength

      Concerned_user wrote:

      @IPFreely,
      When you say the slope if out of whack, can you share your observations šŸ™‚

      Thanks šŸ™‚


      Well, Iā€™m not IPFreely, but;

      Slope is the ā€˜differenceā€™ if you like, between the highest and lowest power levels across the downstream channels.

      Look at the original post you made last Saturday, the first table. Mentally sort the rows in order of Channel ID rather than Channel number (that corresponds to the channel frequency, or at least the mid-point of the frequency band). Now look at the difference between the highest and lowest level for downstream power. 7.3dBmV for the lowest frequency, down to 2.1 for the highest frequency - the ā€˜slopeā€™ of a graph of power against frequency is quite steep!

      In itself, this isnā€™t necessarily an issue; but it may well be indicative of something else going on here. Attenuation (reduction in power over the length of the cable), does increase as the frequency goes up, but you wouldnā€™t expect this much - so possibly a slightly bad joint, or; and if I absolutely had to make a guess; a bad amplifier in the street cabinet which is also injecting noise into the circuit.*

      Now having said that, the later tables you posted, show a slightly better status, still not ideal though.

      * If it were a bad connection, Iā€™d expect to see the upstream power levels bumping up at their upper limits as they attempt to compensate - and they arenā€™t.

      Now, of course, when anyone posts their stats on here, they are a ā€˜snapshotā€™ of the situation at that moment, itā€™s possible you caught it at a ā€˜good timeā€™ - and I could be completely wrong.šŸ˜”

      • Concerned_user's avatar
        Concerned_user
        On our wavelength

        Many thanks for sharing GregorianChant, its appreciated.
        7.3 - 2.1 = 5.2db of a difference equates to approx.   a 70% drop in signal strength.

        @Alex_RM 

        • Is this normal for the service?,
        • It does appear to be the root cause of the issue, at what point do I call an engineer?, 
        • Are these errors showing me the service is failing and will eventually stop?...

        3.1 Downstream channels

        Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
        159Locked38-5.0342943971927909
         
        All the best



    • IPFreely's avatar
      IPFreely
      Fibre optic

      Need the full data set. šŸ¤£

      More seriously I was looking at the difference in power between the PLC on the 3.1 channel, the bit providing that number, and the lower 3.0 downstream channels. Clearly not right and indicates an issue.

  • Called them on Monday, I was informed a new modem was on its way and will be delivered today, unfortunately its a no show, still no engineer offered, and I have asked for one to be sent out, must be easier to replace a router. 
    šŸ˜ž

      • Concerned_user's avatar
        Concerned_user
        On our wavelength

        New router installed, and same errors...

        Network Log

        Time Priority Description
        17-07-2024 12:38:49noticeGUI Login Status - Login Fail from LAN interface
        17-07-2024 11:38:24warningDBC-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;
        17-07-2024 11:38:24noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:38:21noticeREGISTRATION COMPLETE - Waiting for Operational status
        17-07-2024 11:38:15warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:38:15warningDynamic Range Window violation
        17-07-2024 11:38:15warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:38:15warningDynamic Range Window violation
        17-07-2024 11:38:15warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:38:15warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:38:15warningDynamic Range Window violation
        17-07-2024 11:38:15warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:38:15warningDynamic Range Window violation
        17-07-2024 11:38:15warningDynamic Range Window violation
        17-07-2024 11:38:15warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:38:15warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:38:15warningDynamic Range Window violation
        17-07-2024 11:38:09noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:38:08noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:38:02warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:37:59criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:37:55noticeHonoring MDD; IP provisioning mode = IPv4
        17-07-2024 11:37:48criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:37:47criticalUnicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:37:46warningB-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:36:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:36:17criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:36:16criticalCable Modem Reboot because of - Software_Upgrade
        17-07-2024 11:31:03criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:30:52criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:30:51criticalUnicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:30:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        17-07-2024 11:25:52criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • If so, can you please review this post...
    https://community.virginmedia.com/t5/Speed/Poor-connection-rep-looked-at-router-and-failed-to-recognise-the/td-p/5541144
    I am now two weeks in and I'm being told, your internet looks fine from our end, we will monitor it, I've been asking for an engineer and getting no where.

    From my experience, its clear the call centre staff are not equipped to fix this issue, I'm even confused with the "we will monitor" statement, the log files on the router is the monitor and performance test.

    Trying to use other streaming services I'm paying for, on top of the internet service and nothing is working.

    Is there anyone in the UK who can assist?



    • Concerned_user's avatar
      Concerned_user
      On our wavelength

      Network Log

      Time Priority Description
      19-07-2024 16:42:25noticeGUI Login Status - Login Fail from LAN interface
      19-07-2024 15:38:16warningDBC-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;
      19-07-2024 15:38:16noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-07-2024 15:38:12noticeREGISTRATION COMPLETE - Waiting for Operational status
      19-07-2024 15:38:06warningDynamic Range Window violation
      19-07-2024 15:38:06warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-07-2024 15:38:06warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-07-2024 15:38:06warningDynamic Range Window violation
      19-07-2024 15:38:06warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-07-2024 15:38:06warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-07-2024 15:38:06warningDynamic Range Window violation
      19-07-2024 15:38:00noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-07-2024 15:37:59noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-07-2024 15:37:52warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-07-2024 15:37:50noticeHonoring MDD; IP provisioning mode = IPv4
      19-07-2024 15:37:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-07-2024 15:37:27criticalCable Modem Reboot because of - HW or Power-On Reset
      19-07-2024 15:37:27criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      18-07-2024 09:24:59criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      18-07-2024 09:24:59criticalCable Modem Reboot because of - HW or Power-On Reset
      18-07-2024 08:04:57criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      18-07-2024 08:04:56criticalCable Modem Reboot because of - HW or Power-On Reset
      17-07-2024 11:37:59criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-07-2024 11:37:48criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-07-2024 11:37:47criticalUnicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-07-2024 11:36:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-07-2024 11:36:17criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-07-2024 11:36:16criticalCable Modem Reboot because of - Software_Upgrade
      17-07-2024 11:31:03criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-07-2024 11:30:52criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-07-2024 11:30:51criticalUnicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-07-2024 11:30:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-07-2024 11:25:52criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      • Robert_P's avatar
        Robert_P
        Forum Team

        Hello Concerned_user

         

        We're sorry to hear of the connection issues experienced, we appreciate you providing as much detail as you have throughout this thread.

         

        We can see you have spoken to the team since your last post and an engineer arranged, what happened during the visit and were they able to locate an issue and resolve it?

         

        Let us know.