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redhowler's avatar
redhowler
Dialled in
10 days ago

16 consecutive T3 timeouts and high jitter

Hello,

I had several issues on my service during January and February 2025. Also 2023 and 2024 was full of high jitter and drops. Those issues reduced in autumn of 2024 when VM engineer changed to SH5 at my request as SH4 and SH3 has the problematic Puma  05, 06 and O7 chipsets causing packet loss and vulnerabilities and Intel firmware never fully fixed those issues.

SH 4 had many times blue lights and I also had to restart it twice a lot of times as the first restart didn't do anything. 

Nobody should have this kind of service and pay 47/month for 135 Mbit service which is delivered in this way. I use SH and SH5 now in modem mode as they barley can handle that task.

This is my log for January and February

Overall SH 5 runs much warmer in January and February 2025 compared to December 2024. VM Router sits on planks and not a carpet.


January 4 several drops morning and evening

January 8 bad service most of the day, several drops in the evening restarted the router

January  10  white light on the VM router and pour quality  with high Jitter meassured on London servers. The light should be green as is in Modem mode

January 18 and 19 on 19 had to restart Router Twice because even with green light after first restart was no internet on none of the Devices.

 

January 21 high ping and high Jitter  several drops on cabled devices and NOT WiFi

January  28   drops of internet had to restart Router twice again, first restart didn't give internet despite having a GREEN F LIGHT

February 6  net drops and lags I'm sick of restarting again VM router it also had blue light for 5 sec, than green, than white, than green again.

February 10 
Before 22:00 Green and white light, net is working but bad. Jitter 8-17 ms on London Servers better on France but, still a  high jitter on connections over ethernet cables.

22:15 NO net

Green light(net doesn't work) and than white light without restarting it, when restarting the router Blue light first.

February 13 slow service with hicups and drops
February 14


17 of February Blue Light no net is not even weekend is just a  Monday. Restarted twice the router. First restart didn't do s**t. Wasted 20 minutes.

22 February awfull service all day. High jitter  nearly 20ms  Called VM in the evening apparently I need an VM engineer, agreed for 25 February

After the call internet is excellent 1.4 ms jitter from nearly 20 ms.  Is just shows again that the problem is not on my side but, Server Routing and Prioritization, oversubscribed area, overheating and overwhelmed exchange box  etc.

 

Engineer came on 25 of February and everything he could. Changed 3 cable ends, checked signals, changed router with a new  SH5 to eliminate that cause as well. Engineer was great.

After a week I decided to upgrade to 250 Mbit as VM would have increased the price anyway in April and my contract was expired.

I didn't upgrade because VM can deliver CONSISTENT service on 250 Mbit as they couldn't do that on 135Mbit, just facts.

Now sloppy internet started again, SH5 getting wormer, 38-41 C on plastic cover in room temp of 21 C.

Here are the logs

3.0 Downstream channels

Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
1    139000000    7.2    40    QAM 256    1
2    147000000    6.9    40    QAM 256    2
3    155000000    6.7    40    QAM 256    3
4    163000000    6.7    40    QAM 256    4
5    171000000    7    40    QAM 256    5
6    179000000    7    40    QAM 256    6
7    187000000    7.2    40    QAM 256    7
8    195000000    7.5    40    QAM 256    8
9    203000000    7.4    40    QAM 256    9
10    211000000    7.6    41    QAM 256    10
11    219000000    7.4    40    QAM 256    11
12    227000000    7.2    40    QAM 256    12
13    235000000    7.2    40    QAM 256    13
14    243000000    7.1    41    QAM 256    14
15    387000000    7.1    41    QAM 256    32
16    395000000    7.1    41    QAM 256    33
17    403000000    7.2    41    QAM 256    34
18    411000000    7.1    41    QAM 256    35
19    419000000    7.2    41    QAM 256    36
20    427000000    7.1    41    QAM 256    37
21    435000000    7.2    41    QAM 256    38
22    443000000    7.1    41    QAM 256    39
23    451000000    7.3    41    QAM 256    40
24    459000000    7.3    41    QAM 256    41
25    467000000    7.2    41    QAM 256    42
26    475000000    7.2    41    QAM 256    43
27    483000000    7.2    41    QAM 256    44
28    491000000    7.3    41    QAM 256    45
29    499000000    7.3    41    QAM 256    46
30    507000000    7.4    41    QAM 256    47
31    515000000    7.4    41    QAM 256    48
3.0 Downstream channels

Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
1    Locked    40    12    0
2    Locked    40    7    0
3    Locked    40    5    0
4    Locked    40    8    0
5    Locked    40    1    0
6    Locked    40    3    0
7    Locked    40    8    0
8    Locked    40    6    0
9    Locked    40    4    0
10    Locked    41    3    0
11    Locked    40    5    0
12    Locked    40    6    0
13    Locked    40    3    0
14    Locked    41    2    0
15    Locked    41    19    0
16    Locked    41    18    0
17    Locked    41    17    0
18    Locked    41    20    0
19    Locked    41    31    0
20    Locked    41    33    0
21    Locked    41    26    0
22    Locked    41    45    0
23    Locked    41    46    0
24    Locked    41    50    0
25    Locked    41    56    0
26    Locked    41    72    0
27    Locked    41    53    0
28    Locked    41    58    0
29    Locked    41    69    0
30    Locked    41    84    0
31    Locked    41    83    0
3.1 Downstream channels

Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
49    190    4K    3736    QAM 4096    148
3.1 Downstream channels

Channel ID    Locked Status    RxMER Data (dB)    PLC Power (dBmV)    Corrected errors (Active Profile)    Uncorrectable errors (Active Profile)
49    Locked    40    4.7    2796235052    44

 

.0 Upstream channels

Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
0    49600000    43.3    5120    QAM 64    1
1    43100000    42.8    5120    QAM 64    2
2    36600000    42.3    5120    QAM 64    3
3    30100000    41.8    5120    QAM 64    4
4    23600000    41.5    5120    QAM 64    9
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    0    0
2    ATDMA    0    0    0    0
3    ATDMA    0    0    1    0
4    ATDMA    0    0    0    0
3.1 Upstream channels

Channel    Channel Width (MHz)    Power (dBmV)    FFT Type    Modulation
10    10.4    38.7    2K    QAM 256
3.1 Upstream channels

Channel    Channel Type    Number of Active Subcarriers    First Active Subcarrier (Hz)    T3 Timeouts    T4 Timeouts
10    OFDMA    208    74000000    0    0

 

Time    Priority    Description
07-03-2025 22:51:26    notice    GUI Login Status - Login Success from LAN interface
07-03-2025 22:46:23    notice    GUI Login Status - Login Success from LAN interface
07-03-2025 22:37:45    notice    GUI Login Status - Login Success from LAN interface
07-03-2025 22:25:10    error    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
07-03-2025 07:52:29    notice    CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
07-03-2025 07:43:34    notice    CM-STATUS message sent. Event Type Code: 16; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 14:31:19    notice    CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 14:29:30    notice    CM-STATUS message sent. Event Type Code: 16; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 10:25:08    error    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 02:09:10    notice    REGISTRATION COMPLETE - Waiting for Operational status
04-03-2025 02:09:05    warning    RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 02:08:57    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 02:08:57    notice    DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 02:08:54    notice    TLV-11 - unrecognized OID;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 02:08:51    warning    DHCP WARNING - Non-critical field invalid in response ;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 02:08:49    notice    Honoring MDD; IP provisioning mode = IPv4
04-03-2025 02:08:45    critical    No Ranging Response received - T3 time-out;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 02:08:40    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
04-03-2025 02:08:39    critical    Cable Modem Reboot because of - unknown
01-03-2025 15:03:19    critical    Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
01-03-2025 15:03:19    critical    16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
01-03-2025 15:02:11    critical    Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
25-02-2025 09:30:03    critical    No Ranging Response received - T3 time-out;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
25-02-2025 09:29:59    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-02-2025 09:29:58    critical    Cable Modem Reboot because of - Erouter Mode Change
25-02-2025 09:00:49    critical    No Ranging Response received - T3 time-out;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:01:5c:7a:bc:7d;CM-QOS=1.1;CM-VER=3.1;
25-02-2025 09:00:43    critical    Cable Modem Reboot because of - Software_Upgrade
25-02-2025 09:00:43    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-02-2025 08:58:26    alert    SW download Successful - Via Config file
25-02-2025 08:55:27    alert    SW Download INIT - Via Config file cmreg-vmdg660-bbt057-b.cm
25-02-2025 08:54:43    critical    Cable Modem Reboot because of - HW or Power-On Reset
25-02-2025 08:54:43    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-02-2025 08:54:43    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
25-02-2025 08:54:42    critical    Cable Modem Reboot because of - HW or Power-On Reset
03-01-2025 06:20:13    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=d8:cf:61:84:bd:ae;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

 

 

 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Can you set up a BQM so we can get a good picture on the state of your connection

    _____________________________________-/

    Set up a free, secure and “offlsite”  - “Broadband Quality Monitor” 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 “link” to the “share live graph”.  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

     

  • "it will thus allow you to differentiate between those and simple wifi dropouts. "

    The drop outs, lags and buffering I was referring to, are on the Ethernet Cable  Connection only.

    "Set up a free, secure and “offlsite”  - “Broadband Quality Monitor” "

    Secure is not a valid word in this contest.

    ICPM is a known vulnerability. BMQ doesn't work without.

    I had Virgin Media at 3 addresses on 5 different machines and in all cases was congestion issues, SH issues(puma chipsets) , with or without packet loss. But always jitter was high.

    After last VM engineer visit my jitter was perfect 0.7-1.3 ms

    Last weekend I struggled again with buffering and jitter raised to 4.5ms. Ethernet Cable  Connection only

    Like in all weekends my service works as like VM is working in the area. I compete with my VM neighbors over an oversubscribed and congested network.

    Buffering on 1080 p or 1440P video on 250Mbit service!!!!!

    How come only when VM engineers are around or after I talk with VM tech over the phone jitter normalize!??!?!?!?1!?!?!

    A normal jitter over ethernet cable is under 1ms,   not 4-5ms or 26ms.

    The issue lies on VM side, I know VM too long unfortunately.

    Talked to my neighbor who has 350mbit service with VM and he told me the following: I have issues too with VM net, only when I go to SpeedTestOkla everything is fine, for 1/2 hour. That is valid from like 5 years ago, nothing new.

    Servers coded to reroute clients when they test their broadbands, yeah we are all fools VM.

    Disgusting

     

     

     

     

    • Vikki_M's avatar
      Vikki_M
      Forum Team

      Hi redhowler,

      Just to clarify for us please, is the hub currently being used in modem mode?

      If so, for us to get accurate data, we'd require you to put the hub in router mode and remove any third party systems for at least 48 hours please.

      We can then check everything on our side for you.

      Are you happy to do so?

      Please pop back to us when you can. 

  • Yes it is. SH run less warm in Modem Mode, always did also  less need of restarting it.

    SH 3 and SH 4 was very bad in handling very small requirements of Wi FI with a lot of drops or no service on Wi Fi at all.

    I didn't buy my own Router for fun.

    SH3 and SH4 in router mode was sizzling. For example SH4 just in Modem Mode had 44 C on the plastic upper grill, imagine the temps of SH4 CPU. Not worth mentioning how hot they run in Router Mode. 

     

    I will let you know when I can put SH5 in Router mode.