Forum Discussion

InspireJS's avatar
InspireJS
Tuning in
12 months ago

Bad drops and errors on my line

So, I've had 15 drop outs in the last 2 hours, where the internet just locks up and nothing will load, I've tried the hub reset and also made sure all cables are plugged in correctly and snug, not the issue this also happens over wired and wifi.

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000050.35120QAM 641
14310000049.85120QAM 642
23660000049.55120QAM 643
330100000495120QAM 644
42360000048.55120QAM 649

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA00190
1ATDMA00210
2ATDMA00210
3ATDMA00210
4ATDMA00190

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
101145.72KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
10OFDMA220740000000

0

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000007.941QAM 25622
21460000007.341QAM 2562
31540000007.240QAM 2563
41620000007.240QAM 2564
51700000007.140QAM 2565
61780000007.140QAM 2566
71860000007.140QAM 2567
81940000007.341QAM 2568
92020000007.141QAM 2569
102100000007.340QAM 25610
112180000007.240QAM 25611
122260000007.240QAM 25612
132340000007.140QAM 25613
14242000000740QAM 25614
152500000006.940QAM 25615
162580000006.940QAM 25616
172660000007.140QAM 25617
182740000007.340QAM 25618
192820000007.640QAM 25619
202900000007.940QAM 25620
212980000007.941QAM 25621
223140000007.841QAM 25623
233220000007.740QAM 25624
243300000007.641QAM 25625
253380000007.741QAM 25626
263460000007.640QAM 25627
273540000007.440QAM 25628
283620000007.240QAM 25629
29370000000740QAM 25630
303780000006.840QAM 25631
313860000006.740QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41140
2Locked41937836398
3Locked40886337367
4Locked40848437295
5Locked40832237473
6Locked40788536659
7Locked40753137011
8Locked4100
9Locked41731736982
10Locked406585113
11Locked40250704
12Locked40607336153
13Locked40574436061
14Locked40560437099
15Locked40549136872
16Locked40512737085
17Locked40243530
18Locked40239543
19Locked40417036283
20Locked40399036016
21Locked41377437774
22Locked4143096294
23Locked4044176489
24Locked4143916585
25Locked4145356462
26Locked4045456360
27Locked4044006539
28Locked40235425
29Locked40240595
30Locked40230734
31Locked40156234495

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked414.496574555439

Also to note I'm a Gig1 customer. 

Network Log

Time Priority Description
26-02-2024 15:01:03criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:01:03critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:01:03criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:53criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:53critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:42noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:04criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:04criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:04critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Worrying set of stats!  A VM person will comment in a day or two..  Worth checking if there are any known issues in your location by calling the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    But, then can you 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 “unterminated 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. When its light, check that all looks good with the outside cabling and wall box (no “staples, 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 that the Upstream QAM’s are all at 64

    • InspireJS's avatar
      InspireJS
      Tuning in

      I have had yet another drop out tonight. No issues present online or via that phone number.

      • jbrennand's avatar
        jbrennand
        Very Insightful Person

        What are the error counts and RS errors doing since you zeroed them ?

    • Carley_S's avatar
      Carley_S
      Forum Team

      Thanks for this InspireJS 

       

      Your BQM looks good, bar the packet loss I can see around 10am. I think the errors building fast coupled with the amount of disconnections we can see at our side in the past week would warrant a technician to investigate this further. 

  • Updated stats, 

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1306000000841QAM 25622
    21380000007.440QAM 2561
    31460000007.441QAM 2562
    41540000007.340QAM 2563
    51620000007.340QAM 2564
    61700000007.240QAM 2565
    71780000007.240QAM 2566
    81860000007.240QAM 2567
    91940000007.441QAM 2568
    102020000007.241QAM 2569
    112100000007.340QAM 25610
    122180000007.340QAM 25611
    132260000007.240QAM 25612
    142340000007.240QAM 25613
    152420000007.140QAM 25614
    16250000000740QAM 25615
    17258000000740QAM 25616
    182660000007.140QAM 25617
    192740000007.440QAM 25618
    202820000007.740QAM 25619
    21290000000840QAM 25620
    22298000000841QAM 25621
    233140000007.941QAM 25623
    243220000007.841QAM 25624
    253300000007.741QAM 25625
    263380000007.841QAM 25626
    273460000007.741QAM 25627
    283540000007.540QAM 25628
    293620000007.340QAM 25629
    303700000007.140QAM 25630
    313780000006.940QAM 25631

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4140
    2Locked4000
    3Locked4100
    4Locked4010
    5Locked4000
    6Locked4000
    7Locked4020
    8Locked4010
    9Locked4120
    10Locked4110
    11Locked4020
    12Locked4030
    13Locked4060
    14Locked4060
    15Locked4030
    16Locked4090
    17Locked4040
    18Locked4060
    19Locked4040
    20Locked4060
    21Locked4090
    22Locked4130
    23Locked4170
    24Locked4150
    25Locked41110
    26Locked4180
    27Locked4180
    28Locked4060
    29Locked4050
    30Locked4040
    31Locked4090

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked414.5645301995

    0

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000050.35120QAM 641
    143100000505120QAM 642
    23660000049.85120QAM 643
    33010000049.35120QAM 644
    42360000048.85120QAM 649

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    101145.72KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    10OFDMA2207400000000
    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello InspireJS

      Thank you very much for coming back to us.

      Sorry to hear the drops have reappeared.

      I know when you last messaged us the issue had resolved itself and we asked to monitor it.

      The fix was to arrange for an engineer to visit.

      Looking at the signal levels. It does show an issue with the downstream levels.

      So we can get this actioned.

      We will need to send you a private message to arrange a date. 

      Gareth_L