Forum Discussion

SarahT123's avatar
SarahT123
Tuning in
2 years ago

Connection - latency and reliability issues

Good afternoon, 

I’m hoping someone can help - lately we’ve been having severe reliability and latency  issues with our connection. Even on Ethernet, the ping spikes up to 150ms and is incredibly variable, making it difficult to play games. Even using 5G proves itself to be better.

We have an engineer visit booked for later this afternoon, but believe that this will (at best) fix the reliability issues - we had an engineer visit last Thursday that improved nothing. 

My daughter is autistic and this is severely impacting her and making her feel very stressed.

I submitted a complaint to the exec team on Friday  - but this was just forwarded to the regular complaints team - how is this acceptable to your company? Not to mention they haven’t responded. 

Please could you assist with this matter urgently - I can provide the complaint reference if necessary?

23 Replies

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  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    In so far as the Community can assist, perhaps you would post your power levels for the upstream and downstream together with the Network Log.  The red bits at the top of the BQM suggest an upstream issue (noise) that we might be able to confirm from the data I've requested from you.  The Community has excellent technical knowledge.

    • SarahT123's avatar
      SarahT123
      Tuning in
      2 years ago

      Thanks - what's the best way to do this?

      When I try to C&P, it comes up as a table which won't post.

       

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    You go into the hub GUI (192.168.0.1) and on the front page look for > Check Router Status.  Click that and go to each of Downstream, Upstream & Networklog pages, using copy and paste to place the tables into a your next message.

     

    • SarahT123's avatar
      SarahT123
      Tuning in
      2 years ago

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      1331000000941QAM 25625
      21390000007.240QAM 2561
      31470000007.240QAM 2562
      41550000007.240QAM 2563
      51630000007.140QAM 2564
      61710000007.440QAM 2565
      71790000007.340QAM 2566
      81870000007.541QAM 2567
      91950000007.941QAM 2568
      102030000007.941QAM 2569
      112110000008.541QAM 25610
      122190000008.541QAM 25611
      132270000008.941QAM 25612
      142350000009.341QAM 25613
      152430000009.241QAM 25614
      162510000009.342QAM 25615
      172590000009.141QAM 25616
      182670000008.941QAM 25617
      192750000009.141QAM 25618
      202830000009.141QAM 25619
      212910000009.441QAM 25620
      222990000009.341QAM 25621
      233070000009.241QAM 25622
      243150000009.341QAM 25623
      253230000008.841QAM 25624
      263390000008.840QAM 25626
      273470000008.641QAM 25627
      283550000008.641QAM 25628
      293630000008.641QAM 25629
      303710000008.641QAM 25630
      313790000008.841QAM 25631
      323870000008.441QAM 25632

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked41333984
      2Locked409162537
      3Locked407782355
      4Locked407702233
      5Locked407702251
      6Locked407082340
      7Locked407112401
      8Locked416842314
      9Locked416482229
      10Locked417322155
      11Locked416201894
      12Locked415441604
      13Locked416131429
      14Locked414601266
      15Locked414731251
      16Locked423831209
      17Locked413181208
      18Locked413521228
      19Locked413181187
      20Locked413271163
      21Locked413311120
      22Locked413311067
      23Locked413751022
      24Locked41360993
      25Locked41351987
      26Locked40397913
      27Locked41468842
      28Locked41531748
      29Locked41550708
      30Locked41590655
      31Locked41579691
      32Locked41741543

      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)
      159Locked426.02527143581
  • SarahT123's avatar
    SarahT123
    Tuning in
    2 years ago

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000040.55120QAM 641
    14310000039.55120QAM 642
    23660000038.85120QAM 643
    33010000038.35120QAM 644
    42360000038.85120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0030
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61035.72KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2007400000000
  • SarahT123's avatar
    SarahT123
    Tuning in
    2 years ago

    Network Log

    Time Priority Description
    17-04-2024 10:01:34noticeGUI Login Status - Login Success from LAN interface
    17-04-2024 09:23:39warningRNG-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;
    17-04-2024 09:17:40noticeGUI Login Status - Login Success from LAN interface
    17-04-2024 08:45:58noticeGUI Login Status - Login Success from LAN interface
    17-04-2024 08:45:39noticeGUI Login Status - Login Fail from LAN interface
    17-04-2024 08:10:48noticeGUI Login Status - Login Success from LAN interface
    17-04-2024 07:58:51warningDBC-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;
    17-04-2024 07:58:51noticeUS 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;
    17-04-2024 07:48:49warningDBC-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;
    17-04-2024 07:48:49noticeUS 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;
    17-04-2024 07:35:38noticeGUI Login Status - Login Success from LAN interface
    17-04-2024 07:27:04noticeGUI Login Status - Login Success from LAN interface
    17-04-2024 07:26:55noticeGUI Login Status - Login Success from LAN interface
    17-04-2024 07:26:01noticeGUI Login Status - Login Success from LAN interface
    17-04-2024 06:59:13warningRNG-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;
    17-04-2024 06:28:13warningDBC-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;
    17-04-2024 06:28:13noticeUS 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;
    17-04-2024 06:18:07noticeUS 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;
    17-04-2024 06:18:07warningDBC-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;
    17-04-2024 04:17:00noticeUS 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;
    17-04-2024 04:17:00warningDBC-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;
    17-04-2024 03:56:57warningDBC-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;
    17-04-2024 03:56:57noticeUS 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;
    17-04-2024 02:54:58warningRNG-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;
    17-04-2024 02:36:16noticeUS 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;
    17-04-2024 02:36:16warningDBC-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;
    17-04-2024 02:26:06noticeUS 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;
    17-04-2024 02:26:06warningDBC-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;
    17-04-2024 01:46:05warningRNG-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;
    17-04-2024 01:45:51warningDBC-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;
    17-04-2024 01:45:51noticeUS 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;
    17-04-2024 01:42:05warningRNG-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;
    17-04-2024 01:35:43noticeUS 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;
    17-04-2024 01:35:43warningDBC-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;
    17-04-2024 01:25:40noticeUS 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;
    17-04-2024 01:25:40warningDBC-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;
    17-04-2024 01:15:48warningRNG-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;
    17-04-2024 01:15:30warningDBC-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;
    17-04-2024 01:15:30noticeUS 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;
    16-04-2024 20:56:34warningRNG-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;
    16-04-2024 20:53:27warningDBC-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;
  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    for that.  The Network Log suggests that the upstream is 'having fun with itself'.  There appear to be power issues with the DOCSIS 3.1 channel.  This will affect any time sensitive application.

    With regard to the downstream, please check the stats again and tell us whether the Post RS Errors are rising.  They usually occur during a modem reset when it hasn't yet sync'd with the other end, and the numbers then don't move.  This stat refers to irrecoverable data packets.  If they (Post-RS) are rising then there is noise on the downstream.

    A visiting tech has the necessary instruments to confirm noise or otherwise but I've no idea whether that was done.

     

  • SarahT123's avatar
    SarahT123
    Tuning in
    2 years ago

    Thanks.

    Just had another look and they are still rising.

    The Tech on Saturday did check the wiring outside the house for definite, but I'm not sure what the findings were (just said a cable pull was needed without any reason why)

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    Do paste that page please.  The Forum Team will see what you've posted and likely arrange another tech visit.  Then you will be able to prompt the tech to look at the stats and check for noise.

    • SarahT123's avatar
      SarahT123
      Tuning in
      2 years ago

      Thanks for your help

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000009.341QAM 25625
      21390000007.640QAM 2561
      31470000007.640QAM 2562
      41550000007.640QAM 2563
      51630000007.540QAM 2564
      61710000007.840QAM 2565
      71790000007.640QAM 2566
      81870000007.940QAM 2567
      91950000008.341QAM 2568
      102030000008.241QAM 2569
      112110000008.941QAM 25610
      122190000008.941QAM 25611
      132270000009.341QAM 25612
      142350000009.741QAM 25613
      152430000009.642QAM 25614
      162510000009.742QAM 25615
      172590000009.542QAM 25616
      182670000009.341QAM 25617
      192750000009.541QAM 25618
      202830000009.541QAM 25619
      212910000009.741QAM 25620
      222990000009.641QAM 25621
      233070000009.641QAM 25622
      243150000009.641QAM 25623
      253230000009.141QAM 25624
      263390000009.141QAM 25626
      273470000008.941QAM 25627
      283550000008.941QAM 25628
      293630000008.941QAM 25629
      303710000008.941QAM 25630
      313790000009.141QAM 25631
      323870000008.741QAM 25632

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked413681093
      2Locked4010222901
      3Locked408662667
      4Locked408522536
      5Locked408682549
      6Locked407912667
      7Locked408042714
      8Locked407782619
      9Locked417142538
      10Locked418122442
      11Locked416902133
      12Locked416181806
      13Locked416781616
      14Locked415131443
      15Locked425291425
      16Locked424271378
      17Locked423511382
      18Locked413931399
      19Locked413531362
      20Locked413581335
      21Locked413601279
      22Locked413781191
      23Locked414201146
      24Locked413951117
      25Locked413891104
      26Locked414341027
      27Locked41513951
      28Locked41575854
      29Locked41617793
      30Locked41667736
      31Locked41643772
      32Locked41827618

      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)
      159Locked426.22647306421
      • Ayisha_B's avatar
        Ayisha_B
        Icon for Forum Team rankForum Team
        2 years ago

        Our sincere apologies for the ongoing issues with your service SarahT123 

        I've had a look at our systems and can see you have booked in a disconnection as per your complaint. 

        We'll be sorry to see you go but if you need any further assistance, let me know.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    In the light of the Mod’s post I don’t think I’m needed any more!