Forum Discussion

JoannaLB's avatar
JoannaLB
Joining in
2 years ago

Broadband connection keeps dropping

Hi

I'm experiencing constant drops of internet connection recently. The issue started a week or two ago and it's progressively getting worse. Today since I started logging network status at 11:30 I already had 27 disconnects. The disconnects are rather short, but very disruptive for remote work. Please see attached screenshot of a log.

 


I already called support twice, who unfortunately couldn't help much, apart from offering WiFi booster, which is not a fix to hub losing internet connection. Devices linked via Ethernet lose connection too. 
I have Hub4 and no other router. Things I tried already:
resetting the hub to factory settings
updating hub firmware
checking if the cable is secured correctly

checked the service status in the area - all looks fine

 

Unfortunately nothing helps and the network is practically unusable now. I actually got worse after I called the helpdesk...
Even sending this message was a pain as I was disconnected again...

  • Tudor's avatar
    Tudor
    2 years ago

    Please supply some stats, instructions follow:

    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.
  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 years ago

    Please supply some stats, instructions follow:

    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.
  • JoannaLB's avatar
    JoannaLB
    Joining in
    2 years ago

    Hi Tudor,

    Thanks for the reply. Here's the stats you asked about: 

    3.0 Downstream channels
    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    26 339000000 0.8 37.4 QAM256 26
    1 139000000 3.6 36.4 QAM256 1
    2 147000000 3 36.4 QAM256 2
    3 155000000 3.3 35.8 QAM256 3
    4 163000000 4 35.8 QAM256 4
    5 171000000 2.9 35.8 QAM256 5
    6 179000000 3.1 35.8 QAM256 6
    7 187000000 1.7 35.8 QAM256 7
    8 195000000 1.9 35.8 QAM256 8
    9 203000000 0.9 35.8 QAM256 9
    10 211000000 0.8 35.8 QAM256 10
    11 219000000 1.1 35.6 QAM256 11
    12 227000000 1.1 35.8 QAM256 12
    13 235000000 1.1 35.8 QAM256 13
    14 243000000 0.3 35.8 QAM256 14
    15 251000000 0.1 35.8 QAM256 15
    16 259000000 -0.4 36.6 QAM256 16
    17 267000000 0.5 36.4 QAM256 17
    18 275000000 -0.3 36.4 QAM256 18
    19 283000000 1.5 36.6 QAM256 19
    20 291000000 -0.2 36.6 QAM256 20
    21 299000000 1.9 36.6 QAM256 21
    22 307000000 1.4 37.4 QAM256 22
    23 315000000 2.2 37.4 QAM256 23
    24 323000000 0.9 37.4 QAM256 24
    25 331000000 2.3 37.6 QAM256 25
    27 347000000 2.7 37.6 QAM256 27
    28 355000000 0.4 37.4 QAM256 28
    29 363000000 2.7 37.4 QAM256 29
    30 371000000 1.8 37.4 QAM256 30
    31 379000000 3.2 37.6 QAM256 31


    3.0 Downstream channels
    Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
    26 Locked 37.355988 0 0
    1 Locked 36.386890 0 0
    2 Locked 36.386890 0 0
    3 Locked 35.779911 0 0
    4 Locked 35.779911 0 0
    5 Locked 35.779911 0 0
    6 Locked 35.779911 0 0
    7 Locked 35.779911 0 0
    8 Locked 35.779911 0 0
    9 Locked 35.779911 0 0
    10 Locked 35.779911 0 0
    11 Locked 35.595078 0 0
    12 Locked 35.779911 0 0
    13 Locked 35.779911 0 0
    14 Locked 35.779911 0 0
    15 Locked 35.779911 0 0
    16 Locked 36.609653 0 0
    17 Locked 36.386890 0 0
    18 Locked 36.386890 0 0
    19 Locked 36.609653 0 0
    20 Locked 36.609653 0 0
    21 Locked 36.609653 0 0
    22 Locked 37.355988 0 0
    23 Locked 37.355988 0 0
    24 Locked 37.355988 0 0
    25 Locked 37.636276 0 0
    27 Locked 37.636276 0 0
    28 Locked 37.355988 0 0
    29 Locked 37.355988 0 0
    30 Locked 37.355988 0 0
    31 Locked 37.636276 0 0


    3.1 Downstream channels
    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33 96 4K 1840 QAM4096 424


    3.1 Downstream channels
    Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
    33 Locked 39 1.5 17483946 11555

    3.0 Upstream channels
    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    1 36600000 38.5 5120 KSym/sec QAM64 3
    2 43100000 39.3 5120 KSym/sec QAM64 2
    3 23600000 36 5120 KSym/sec QAM64 9
    4 30100000 37.3 5120 KSym/sec QAM64 4
    5 49600000 38.3 5120 KSym/sec QAM64 1


    3.0 Upstream channels
    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    1 ATDMA 0 0 0 0
    2 ATDMA 0 0 0 0
    3 ATDMA 0 0 0 0
    4 ATDMA 0 0 0 0
    5 ATDMA 0 0 0 0


    3.1 Upstream channels
    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    10 10.8 42.3 2K QAM128


    3.1 Upstream channels
    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    10 OFDMA 220 53.4 0 0

    Network log

    Time Priority Description
    Wed 29/11/2023
    08:04:43 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:04:05 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 01/01/1970
    00:01:36 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 01/01/1970
    00:01:35 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 01/01/1970
    00:01:21 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 01/01/1970
    00:01:21 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:00:44 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:00:43 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:00:32 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:00:29 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:00:09 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:00:08 6 CM-STATUS message sent. Event Type Code: 2; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:00:07 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:00:06 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:00:06 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    08:00:03 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:59:54 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:59:51 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:59:35 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:59:35 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:59:26 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:59:23 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:59:10 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:59:07 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:59:04 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:59:04 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:58:51 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:58:50 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:58:37 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:58:35 6 CM-STATUS message sent. Event Type Code: 2; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:58:22 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:58:21 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:57:43 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:57:42 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:57:38 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:57:38 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:57:35 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:57:34 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:57:33 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 10; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:57:30 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:57:30 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 10; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:57:12 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:28:16 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 10; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:27:38 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:27:37 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:27:31 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:27:31 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 10; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:26:51 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:26:51 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Wed 29/11/2023
    07:26:05 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

     

  • JoannaLB's avatar
    JoannaLB
    Joining in
    2 years ago

    I've done some research on these forums and I found this thread: 

    https://community.virginmedia.com/t5/Networking-and-WiFi/SYNC-Timing-Synchronization-failure-Loss-of-Sync/td-p/4300459

    and this was one of the answers:

    "Synchronisation failure is where the hub can't maintain a lock on one or more of the 28 channels it uses to connect with the gear in the street cabinet.  And when it does lose synch, that loss of one or more channels becomes a "partial service".  What that means for the customer is slowdowns, disconnection and poor latency.  The hub does try and renegotiate the lost channel, but that takes time, and the problem will recur.

    The underlying cause is usually noise on the upstream, because it is those channels that the hub uses to communicate with the gear in the street cabinet.  The upstream looks OK on the data you've posted, but that's most likely because you've recently rebooted the hub (I can tell that from the low error counts).  Rebooting causes the hub to renegotiate all 28 channels, and usually provides a temporary fix, but because the underlying cause isn't fixed, it will recur.  Replacing the hub won't make a blind bit of difference - that's a cheap fix by agents who know nothing about the technology.  If they'd looked at your network log and knew what it meant they'd have sent out a technician to find the real problem." 

    It seems to describe my issue exactly. Rebooting the hub works for a moment and then all the issues come back

     

    • Tudor's avatar
      Tudor
      Very Insightful Person
      2 years ago

      There does not appear to be any noise on the circuit and whilst the SNR is on the low side it’s within spec.  Next 

      Setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues

  • Itsjustsmithy's avatar
    Itsjustsmithy
    Tuning in
    2 months ago

    I now have the same issue as OP, would anyone be able to help please.

    Network Log

    Time Priority Description
    20-11-2024 18:06:51noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 8 11 21 22 23 24 27 28 29 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:06:50noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 8 11 21 22 23 24 27 28 29 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:06:47warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:06:45noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 8 11 21 22 23 24 27 28 29 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:06:29warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:06:21noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:05:38noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:05:03noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 8 11 21 22 23 24 27 28 29 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:04:59noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 8 11 21 22 23 24 27 28 29 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:04:39warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:03:42criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:02:28noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 8 11 21 22 23 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:02:25warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:01:08noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 18:00:04noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 8 11 21 22 23 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:50noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 8 11 21 22 23 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:47warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:40criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:40critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:40criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:40criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:40critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:39criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:15criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:15criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:59:15critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:58:07criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:57:57noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 8 11 21 22 23 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:57:54noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 8 11 21 22 23 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:57:31warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:56:55noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 8 11 21 22 23 24 27 28 29 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-11-2024 17:52:31noticeGUI Login Status - Login Success from LAN interface
    20-11-2024 17:19:22noticeGUI Login Status - Login Success from LAN interface
    20-11-2024 17:16:17noticeGUI Login Status - Login Fail from LAN interface
    20-11-2024 17:15:30noticeGUI Login Status - Login Fail from LAN interface

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    06030000029.35120QAM 325
    153700000295120QAM 326
    246200000295120QAM 327
    33940000029.35120QAM 328
    43260000029.85120QAM 3211
    52360000029.55120QAM 3212

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA06370
    1ATDMA06190
    2ATDMA06380
    3ATDMA06360
    4ATDMA06420
    5ATDMA0620

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13390000000.438QAM 25626
    21390000000.90QAM 2561
    31470000001.739QAM 2562
    41550000002.239QAM 2563
    51710000002.338QAM 2565
    61790000002.438QAM 2566
    71950000002.639QAM 2568
    82030000002.539QAM 2569
    92110000002.240QAM 25610
    102190000002.138QAM 25611
    11227000000240QAM 25612
    122350000001.840QAM 25613
    132430000001.639QAM 25614
    142510000001.338QAM 25615
    152590000001.238QAM 25616
    162670000000.940QAM 25617
    172750000000.740QAM 25618
    182830000000.539QAM 25619
    192910000000.539QAM 25620
    202990000000.438QAM 25621
    213070000000.340QAM 25622
    223150000000.239QAM 25623
    233230000000.138QAM 25624
    243310000000.140QAM 25625
    253470000000.339QAM 25627
    263550000000.337QAM 25628
    273630000000.239QAM 25629
    283710000000.239QAM 25630
    293790000000.340QAM 25631
    303870000000.337QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked38684453754
    2Locked01004883526
    3Locked39760863969
    4Locked39753959509
    5Locked38820165905
    6Locked38957871916
    7Locked39765954007
    8Locked39748756408
    9Locked40643051063
    10Locked38576445900
    11Locked40725461080
    12Locked40719260823
    13Locked39914776607
    14Locked38700154488
    15Locked38731259197
    16Locked40757761797
    17Locked40799765148
    18Locked39759061628
    19Locked39666050746
    20Locked38628748364
    21Locked40714454472
    22Locked39677451761
    23Locked38690850216
    24Locked40662649764
    25Locked39629646791
    26Locked37812260563
    27Locked39594644936
    28Locked39670151564
    29Locked40674250591
    30Locked37717353447

    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)
    33Locked402.0131928416241422
    • Akua_A's avatar
      Akua_A
      Forum Team
      2 months ago

      Hi Itsjustsmithy 

      Welcome back to our community forums and sorry to hear you may be having a similar issue. We can understand the frustration caused and we want to do our best to help. To best look into this, we are sending a private message. Please keep an eye out for an envelope at the top right corner of your Forum page.

      Thanks,