Forum Discussion

Sebsebseb's avatar
Sebsebseb
Tuning in
8 months ago

Connection keeps dropping

Good day,

We had VM for a while now but last few months it keeps annoying me. So the situation is that the Internet just going for 30-60 seconds and then coming back. It is no a Wi-Fi and router (Hub 5) still shows white, steady light. 
Every time I do testes on VM website, it comes back hat i need to reboot the router, as there is nothing wrong. 

We had VM technician coming few times, replacing socket, cable in house (from the socket to the router), replacing router itself. I then just gave up and got 5G as a backup....

Could someone have a quick look at the below logs and let me know if there is anything 'obvious'? I just do not want another technical coming and saying 'nothing is wrong', etc.. 

Thank you in advance

Network Log

Time

Priority

Description

28-05-2024 16:11:40

notice

GUI Login Status - Login Success from LAN interface

28-05-2024 16:10:12

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:34:54

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:29:51

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:19:59

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:14:56

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:51

warning

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:51

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:51

warning

Dynamic Range Window violation

28-05-2024 14:02:50

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:50

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:49

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:49

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:01:50

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:01:43

notice

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:01:05

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:01:03

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:59:54

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:57:57

notice

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=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:56:01

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:56:00

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:04:23

notice

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:53

warning

Dynamic Range Window violation

28-05-2024 13:01:53

warning

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:52

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:50

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:50

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:41

notice

CM-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=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:41

error

DBC-ACK not received;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:38

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:00:09

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:00:01

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 12:56:39

notice

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=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

27-05-2024 11:11:43

notice

GUI Login Status - Login Success from LAN interfa

 

 

 

  • Client62's avatar
    Client62
    8 months ago

    The Post Rs aka Uncorrectable errors across all Downstream channels and Upstream T3 Timeouts would be my concern ... especially if the numbers are still rising.


    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked41150307360
    2Locked40550554721
    3Locked407523217398
    4Locked418992218841
    5Locked4117011532456
    6Locked4114906127806
    7Locked41590189879
    8Locked41187107553
    9Locked41135684667

     

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked426.180386219031543

     

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0030
    1ATDMA00300
    2ATDMA001380
    3ATDMA00390
    4ATDMA001540
  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    The log tab is a lot less enlightening that one might wish.   Could you share the information from the Upstream and the Downstream tabs so we get to see any issues in the signal power levels / errors  / modulation modes.

    • Sebsebseb's avatar
      Sebsebseb
      Tuning in
      8 months ago

      Thank you for the reply. 

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000006.541QAM 25625
      21470000005.840QAM 2562
      31550000006.240QAM 2563
      41630000006.341QAM 2564
      51710000006.541QAM 2565
      61790000006.941QAM 2566
      71870000007.241QAM 2567
      81950000007.441QAM 2568
      92030000007.641QAM 2569
      102110000007.941QAM 25610
      112190000007.541QAM 25611
      122270000007.241QAM 25612
      132350000006.941QAM 25613
      142430000006.941QAM 25614
      152510000006.641QAM 25615
      162590000006.441QAM 25616
      172670000006.441QAM 25617
      182750000006.341QAM 25618
      192830000006.341QAM 25619
      202910000006.541QAM 25620
      212990000006.641QAM 25621
      223070000006.441QAM 25622
      233150000006.341QAM 25623
      243230000006.341QAM 25624
      253390000006.441QAM 25626
      263470000006.642QAM 25627
      273550000006.842QAM 25628
      283630000006.842QAM 25629
      293710000006.842QAM 25630
      303790000006.942QAM 25631
      31387000000742QAM 25632

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked41150307360
      2Locked40550554721
      3Locked407523217398
      4Locked418992218841
      5Locked4117011532456
      6Locked4114906127806
      7Locked41590189879
      8Locked41187107553
      9Locked41135684667
      10Locked4178914383
      11Locked4154403331
      12Locked4155773371
      13Locked41127214170
      14Locked41121364155
      15Locked41209844926
      16Locked41197624631
      17Locked41103054662
      18Locked41189705893
      19Locked41138547769
      20Locked41195176963
      21Locked41197837541
      22Locked41188477812
      23Locked41158926109
      24Locked41142205940
      25Locked41129086177
      26Locked42124596713
      27Locked42117586587
      28Locked42111856111
      29Locked4299245560
      30Locked4299326217
      31Locked4283645714

      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)
      33Locked426.180386219031543
  • Sebsebseb's avatar
    Sebsebseb
    Tuning in
    8 months ago

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000046.85120QAM 641
    14310000046.35120QAM 642
    23660000046.55120QAM 643
    330100000465120QAM 644
    42360000045.85120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0030
    1ATDMA00300
    2ATDMA001380
    3ATDMA00390
    4ATDMA001540

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    610.442.52KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2087400000010
  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    The Post Rs aka Uncorrectable errors across all Downstream channels and Upstream T3 Timeouts would be my concern ... especially if the numbers are still rising.


    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked41150307360
    2Locked40550554721
    3Locked407523217398
    4Locked418992218841
    5Locked4117011532456
    6Locked4114906127806
    7Locked41590189879
    8Locked41187107553
    9Locked41135684667

     

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked426.180386219031543

     

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0030
    1ATDMA00300
    2ATDMA001380
    3ATDMA00390
    4ATDMA001540
  • Zach_R's avatar
    Zach_R
    Forum Team
    8 months ago

    Hi Sebsebseb,

    Thank you for your posts and welcome back to our community forums. We're here to help.

    I'm sorry to hear you've been experiencing some connection issues recently. I've checked over things on our systems and I can't detect any faults currently that would explain these issues you've been facing. Are your service issues ongoing today, or have things improved since your posts?

    Thanks,
     

    • Sebsebseb's avatar
      Sebsebseb
      Tuning in
      8 months ago

      Hi Zach_R

      The issue has been ongoing for months now (since last engineers visit) and is still affecting the service. 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        8 months ago

        Sorry to hear this, let me send you a DM and we can take a look.

         

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    8 months ago

    Glad we've managed to get the ball rolling on this for you 🙂 

  • Sebsebseb's avatar
    Sebsebseb
    Tuning in
    8 months ago

    So we had engineer coming yesterday (thanks Matt). He checked all connection and signal, etc. Said nothing wrong and it must be a router. New router fitted, but after few hours connection was playing up again. Today, we are back in square one with internet connection dropping every 30 minutes or so. 

    New graph shows lost packages at the same rate as before replacement router

    https://www.thinkbroadband.com/broadband/monitoring/quality/share/9ed7fec8f3f46fc6b71dba4dd8450bc42b83797d
    • Carley_S's avatar
      Carley_S
      Forum Team
      7 months ago

      Sorry to hear that the engineer replacing the router has not resolve the issue Sebsebseb 

      We will continue to support you through your already open private message with one of our forum team member. Should you've any further concerns you'd like to report, please do let them know via private message and they'll be able to assist further with this. 

    • bfgpete's avatar
      bfgpete
      Joining in
      7 months ago

      I have the same issue, getting in touch with a human voice is nearly impossible, my only option is to dump VM and try another provider

      • Beth_G's avatar
        Beth_G
        Forum Team
        7 months ago

        Hi bfgpete

        Thanks for your post - sorry to hear you're also struggling with your connection.

        I've had a look and a lot of your downstream channels are out of specification, so I'll need to schedule you in with a home engineer visit.

        I've dropped you a PM so I can look into this further for you.

  • Sebsebseb's avatar
    Sebsebseb
    Tuning in
    7 months ago

    Not sure. We had the engineer here again yesterday. Replaced piece of cable, tested all. But it did not fix the issue. 
    I will give a few more goes with them, but they cannot see any issues, yet it keeps dropping. It's a bit of a shame, as when it works it is brilliant. But for nearly £80 pcm I need something reliable

    • Zach_R's avatar
      Zach_R
      Forum Team
      7 months ago

      Hi Sebsebseb,

      I'm sorry to hear you're facing some ongoing service issues. I believe you're already discussing this in more depth with one of my colleagues via private message. We'll continue to assist you further from there.

      Thanks,