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Kels1's avatar
Kels1
Joining in
2 years ago

Internet Instability

Hello,

 

I'm having some difficulty with my internet connection ever since cancelling and switching VM account holders. The internet keeps dropping connection, runs terribly slowly at times and definitely needs an engineer to fix the issues. 

 

I have double checked the HUB configurattion menu and most of it appears way out of spec. I will post the specs below. Downstream power levels aren't ideal, Downstream SNR is way below what should be expected. Downstream errors everywhere. Upstream power levels way too high. 1 Upstream channel? That isn't normal either. It's been abysmal for 3 months straight. Specs will be posted in due coruse.

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1 330750000 -0.4 37 256 qam 25
2 202750000 -2 34 256 qam 9
3 210750000 -2 32 256 qam 10
4 218750000 -2 32 256 qam 11
5 226750000 -2.2 31 256 qam 12
6 234750000 -2.4 32 256 qam 13
7 242750000 -2.5 33 256 qam 14
8 250750000 -3 33 256 qam 15
9 258750000 -3.2 33 256 qam 16
10 266750000 -2.7 35 256 qam 17
11 274750000 -2.2 35 256 qam 18
12 282750000 -1.9 32 256 qam 19
13 290750000 -1.4 31 256 qam 20
14 298750000 -0.9 32 256 qam 21
15 306750000 -0.7 36 256 qam 22
16 314750000 -0.5 36 256 qam 23
17 322750000 -0.4 37 256 qam 24
18 338750000 -0.2 37 256 qam 26
19 346750000 0 37 256 qam 27
20 354750000 0.2 36 256 qam 28
21 362750000 0.7 36 256 qam 29
22 370750000 0.7 37 256 qam 30
23 378750000 0.7 37 256 qam 31
24 386750000 0.5 37 256 qam 32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1 Locked 37.3 4455 77
2 Locked 34.9 -2122797458 4450
3 Locked 32.9 2028405827 1143797
4 Locked 32.9 139260171 154310
5 Locked 31.1 -530121793 45084
6 Locked 32.3 1537214938 287
7 Locked 33.2 47884256 173
8 Locked 33 7687632 167
9 Locked 33.9 11526580 57
10 Locked 35.5 210131 58
11 Locked 35.7 30555 65
12 Locked 32.9 16141975 70
13 Locked 31.4 59204868 56
14 Locked 32.5 244728073 59834086
15 Locked 36.6 4349173 42
16 Locked 36.6 584522 82
17 Locked 37.6 5859 64
18 Locked 37.6 4319 73
19 Locked 37.3 4089 37
20 Locked 36.6 2775 35
21 Locked 36.3 3154 41
22 Locked 37.3 1946 19
23 Locked 37.3 1701 28
24 Locked 37.3 1687 441

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1 49600019 57 5120 64 qam 1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 4 0

 

 

6 Replies

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  • Kels1's avatar
    Kels1
    Joining in
    2 years ago

    Live Broadband Graph (Setup in the past 10 minutes)

     

     

    General Configuration

    Network access
    Allowed
    Maximum Number of CPEs
    1
    Baseline Privacy
    Enabled
    DOCSIS Mode
    Docsis30
    Config file
    ewrkldJKDHSUBsgvca69834ncxv98



    Primary Downstream Service Flow

    SFID11992
    Max Traffic Rate287500061
    Max Traffic Burst42600
    Min Traffic Rate0



    Primary Upstream Service Flow

    SFID11991
    Max Traffic Rate27500061
    Max Traffic Burst42600
    Min Traffic Rate0
    Max Concatenated Burst42600
    Scheduling Type

    BestEffort

     

     

     

    Network Log

    Time Priority Description
    04/04/2024 16:17:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    04/04/2024 02:05:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    04/04/2024 01:47:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    04/04/2024 01:47:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    04/04/2024 00:08:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    03/04/2024 23:54:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    03/04/2024 07:58:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    03/04/2024 07:56:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 12:35:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 12:14:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 08:39:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 08:39:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 08:31:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 08:30:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 08:26:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 08:21:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 06:30:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 06:25:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 06:06:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/04/2024 06:05:45Warning!

    Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

    Thats dreadful... is there really only one upstream channel ? Should be four

    Check for known problems on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    .do some simple checks first...

    ______________________________________

    Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
    Also check the Upstream QAM’s are all at 64

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

     

     

    • Kels1's avatar
      Kels1
      Joining in
      2 years ago

      I already rang the 0800 number a few days ago. No problems in the local area.

      Yes, I grabbed them directly from the HUB Upstream Channels Page.

      I can try to follow the rest of the information but I do believe I will need an engineer callout regardless. I would likle to request a member of the VM Team to pick up this post and send me a PM asap. As this needs rectifying.

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

        Do what I suggested... as when VM do respond it will be something they will ask you to do first 😎

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    It could be days before a VM mod reads this and then they my do zip.

    Phone Customer Support and report the fault with upstream of the connection.