Forum Discussion

kurand's avatar
kurand
Joining in
2 years ago

Intermittent high packet loss with broadband connexion loss

I’ve been getting my internet through cable for more the 27 years originally with Telecential, via all the intermediate providers to Virgin Media. Once originally set up, it has mostly been reliable except for a few area outages from time to time. Unfortunately, since 27-Feb, the connexion has been significantly degraded with intermittent high packet loss culminating in effective disconnexion from the internet for periods of approximately 5 minutes at a time.  These disconnexions happen several times a day seemingly at random. I’m currently on a 1Gb contract with copper to the house (not least due to age of connexion) and have a Hub 5. The hub was updated and put in place Nov-2023 and worked perfectly until 27-Feb.

I’ve contacted VM support numerous times without significant success. I run the CM in Modem Mode. It was only at the penultimate support call that the VM representative informed me that they cannot really support CMs running in Modem Mode. I wish they said that on the first call. It would have saved a lot of elapse time. 

So, I spent time this week reorganising my house network so that I could run the CM in regular Router Mode. Due to limitations of the Hub 5 only supporting the 192.168.0.0/24 subnets on the pirate network side, this involved changing to a different private IP address space - not a particularly simple task. It’s done now, so I can finally run the CM in Router Mode and get some more support. I’ve been running the CM in Router Mode for the last few of days with a single laptop connected to the 192.168.0.0/24 subnet and the rest of my house network connected to its usual router configured as the CM’s DMZ. Both the laptop and the rest of the house network seem to work in this setup when the cable connexion is working.

To help troubleshoot the problem, I’ve set up a  session on the laptop and in the house network pinging one of VM’s DNS server (194.168.4.100) every 10 seconds. This alerts me when things start to get flakey. I’ve also set up a ThinkBroadband Monitor to keep an eye out the connexion from the other side. 

There have been several outages today including one just around lunchtime. Just after this occurred, I phoned up VM support and eventually got through to a a rep who did some test and said that its all working ok. Of course, by the time I’d got through to support and he’d started his test, It had indeed started working again. That’s the nature of intermittent faults. He said he could do nothing to help and that I should phone back when it happens again.

Does anybody know how to get this type of intermittent problems resolved? 

Any help would be greatly appreciated. Thanks.

Here is a snapshot of today’s ThinkBroadband monitor:

Network long looks like this

Network Log

Time

Priority

Description

12-04-2024 18:16:30

notice

GUI Login Status - Login Success from LAN interface

12-04-2024 18:07:59

notice

CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 18:06:29

notice

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 18:01:11

notice

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:53:10

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:52:47

notice

CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;

12-04-2024 17:52:46

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:48:07

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:47:44

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:46:45

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:46:42

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:46:04

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:45:38

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:44:36

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:44:20

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:44:03

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:43:23

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 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;

12-04-2024 17:42:58

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:42:57

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:42:36

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:42:22

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:42:14

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:42:04

notice

CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;

12-04-2024 17:42:00

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:41:59

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:41:44

notice

GUI Login Status - Login Success from LAN interface

12-04-2024 17:41:38

notice

CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;

12-04-2024 17:41:30

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:41:27

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:41:12

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 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;

12-04-2024 17:40:41

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:40:06

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

12-04-2024 17:39:54

warning

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

12-04-2024 17:39:51

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 23 25 27 28 29 30 31 32 159; 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;

 

 

 

16 Replies

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  • IPFreely's avatar
    IPFreely
    Fibre optic
    2 years ago

    Looks like you are maxing out your upload a fair bit causing high latency but the main issue is that your downstream is broken. Needs a technician visit and if he can't find anything wrong between last cabinet and your home a network engineer. 

    • legacy1's avatar
      legacy1
      Alessandro Volta
      2 years ago
      IPFreely wrote:

      Looks like you are maxing out your upload a fair bit causing high latency

      latency would be higher then that on VM rate limiting

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

    Can you post up the rest of the Hub data. as per this.

    Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

  • kurand's avatar
    kurand
    Joining in
    2 years ago

    So, something clearly happened Friday night as the occurrence of unavailability went down significantly, and the BQM graphs changed. This morning, I am getting almost no disconnects but regular low level  packet loss when the connexion is in use. Is this level of packet loss to be expected? I'd not think so. It causes occasional slowness.

    2024-04-13 graph

    2024-04-14 graph

    2024-04-15 graph

  • kurand's avatar
    kurand
    Joining in
    2 years ago

    Here are the Downstream tables

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    16110000004.342QAM 25626
    24110000004.643QAM 2561
    34190000005.443QAM 2562
    44270000004.743QAM 2563
    54350000002.942QAM 2564
    64430000001.142QAM 2565
    7451000000-240QAM 2566
    84590000000.541QAM 2567
    94670000002.642QAM 2568
    104750000003.743QAM 2569
    114830000002.542QAM 25610
    124910000000.241QAM 25611
    13499000000-3.239QAM 25612
    14507000000-2.740QAM 25613
    155150000001.242QAM 25614
    165230000003.142QAM 25615
    175310000001.442QAM 25616
    185390000000.341QAM 25617
    19547000000-2.940QAM 25618
    20555000000-141QAM 25619
    215630000001.442QAM 25620
    225710000004.143QAM 25621
    235790000003.842QAM 25622
    245870000001.441QAM 25623
    255950000001.141QAM 25624
    266030000002.442QAM 25625
    276190000004.942QAM 25627
    286270000005.242QAM 25628
    296350000004.642QAM 25629
    306430000004.442QAM 25630
    316510000004.342QAM 25631
    326590000003.542QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4290
    2Locked4320
    3Locked4330
    4Locked4310
    5Locked4260
    6Locked4260
    7Locked401090
    8Locked41340
    9Locked4250
    10Locked4330
    11Locked4210
    12Locked41190
    13Locked394520
    14Locked402790
    15Locked4260
    16Locked4250
    17Locked4280
    18Locked41380
    19Locked403470
    20Locked411020
    21Locked42110
    22Locked4340
    23Locked42100
    24Locked41120
    25Locked41290
    26Locked42120
    27Locked42100
    28Locked42120
    29Locked42110
    30Locked42170
    31Locked42110
    32Locked42130

    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)
    159Locked39-7.03333865083849181
  • kurand's avatar
    kurand
    Joining in
    2 years ago

    Here are the Upstream tables

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000045.35120QAM 649
    14310000044.35120QAM 6410
    23660000043.55120QAM 6411
    33010000043.55120QAM 6412
    423600000435120QAM 6413

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0040
    1ATDMA0021
    2ATDMA0001
    3ATDMA0010
    4ATDMA0010

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    141039.02KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    14OFDMA2007400000020
  • kurand's avatar
    kurand
    Joining in
    2 years ago

    Network log from today just some packet loss

    Network Log

    Time Priority Description
    15-04-2024 10:33:18noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-04-2024 10:21:35noticeGUI Login Status - Login Success from LAN interface
    15-04-2024 09:00:48noticeGUI Login Status - Login Success from LAN interface
    15-04-2024 08:57:42noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
    15-04-2024 08:55:36noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-04-2024 08:55:35noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 10 11 12 13 14 15 18 23 25 27 28 29 30 31 32 159; 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;
    15-04-2024 08:55:33warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-04-2024 08:25:47noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 10 11 12 13 14 15 18 23 25 27 28 29 30 31 32 159; 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;
    15-04-2024 08:25:35warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-04-2024 07:58:41noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
    15-04-2024 07:56:35noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-04-2024 06:38:57errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-04-2024 01:38:12warningDBC-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;
    15-04-2024 01:38:12noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-04-2024 00:36:27warningDBC-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;
    15-04-2024 00:36:27noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-04-2024 21:56:47noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
    14-04-2024 21:54:40noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-04-2024 21:51:28noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
    14-04-2024 21:49:42noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-04-2024 21:26:56noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 10 11 12 13 14 15 18 23 25 27 28 29 30 31 32 159; 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;
    14-04-2024 21:26:27warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-04-2024 20:53:53noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
    14-04-2024 20:51:43noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-04-2024 20:35:46noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
    14-04-2024 20:33:34noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-04-2024 20:30:43noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
    14-04-2024 20:28:58noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-04-2024 20:15:43noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
    14-04-2024 20:13:43noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-04-2024 20:10:31noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
    14-04-2024 20:08:43noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-04-2024 20:00:23noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
    14-04-2024 19:58:34noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    The variation of over 8dB in downstream signal levels shows there is something seriously wrong with the connection. 

    It might be something a simple as a poor coax connection, so they are worth checking. Otherwise it's going to need a serious check from the cabinet. 

  • kurand's avatar
    kurand
    Joining in
    2 years ago

    Seems to be download packet loss according to your 2nd link.

    I've checked all the coax connexions to which I have access. They appear ok.

    So, how do I get VM to actually provide me with some support? I always get fobbed off by1st line support who don't seem to want to do anything because it all works fine when they do their tests. Any suggestions?

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      2 years ago

      Hi kurand 

      Sorry to hear you have been having intermittent service issues. We can understand the frustration caused and we want to best help. To best look into this, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

      Thanks,

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      2 years ago

      Glad to hear this 🙂 kurand In this case, are you happy to continue to monitor this and let us know if you need any further help? We will be happy to assist if the issue occurs again.

      Thanks,

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    There are options.

    1. You can wait and hope a VM person will read this and take pity on you.

    2. You can ring up and try again 

    3. If you are out of contract you can take the 'thinking of leaving us' option and say you are cancelling unless they send a technician PDQ.  That worked for me a few years ago.