Forum Discussion

hm155155's avatar
hm155155
Joining in
2 days ago

Book engineer to check network

Hi,

I am having trouble with my internet. It randomly drops out. I have 1gig internet, and intermittently it will drop to 30mbps. Resetting the router fixes it, however when I unplug the router, and plug it back in - it doesn’t connect to the internet. I have left it hours and it doesn’t ever connect. I can connect to the router, but the router doesn’t have internet. I have to unplug it a further 2-3 times, before it will connect to the internet.

I did a network self test and it identified the router couldn’t connect with VM servers. An engineer came and replaced the router which didnt fix the issue. The engineer said somebody would have to come and take a look at the cabinet if replacing the router doesn’t fix it.

How do I get an engineer to look at the cabinet please? 


When it happens, these are the error messages:

  • SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

And when the internet is working but drops out randomly I get the error

- DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value

My postcode is ME20 

Thank you

Connection
Hub 5
Hub3
Internet
router

1 Reply

  • Tudor's avatar
    Tudor
    Very Insightful Person
    22 hours ago

    A VM staff member will not get to your post for 2 or 3 days. In the mean time please post a full set of stats. 

    How to get stats from a VM hub (no need to logon to the hub)

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.