Forum Discussion

adam28's avatar
adam28
Tuning in
4 months ago

Momentary loss of internet connection every few minutes

Hi, so I recently 'upgraded' to gig1 after being offered it for just a few pounds more per month. I thought this was a good deal for the extra speed and Wifi 6. My experience so far has not been good.

I was sent a Hub 5 to replace my Hub 3. This would not connect me to the internet at all when I received it for self-install and after a number of calls to VM they eventually sent an engineer who swapped it out, still with no internet. After a few hours of back and forward with his internal helpdesk, it was confirmed that the Hub had not been properly registered on my account. It worked after a few hours.

Since then, I have been noticing Teams calls dropping while I am working and occasional lagging while I'm playing games. I used packetstats.com to check the stability of my connection and it looks like every 5 minutes or so there is a brief second or two seconds when the connection will drop completely.

I really do wish I'd kept the Hub 3 that I had, that worked flawlessly for years 😞

Does anyone have any ideas? I really don't want to phone them again for someone to go through the same old script and tell me I need to reset my Hub etc. (I have already done all this and changed the wires etc, no difference).

Thank you

    • adam28's avatar
      adam28
      Tuning in
      4 months ago

      This happens both wired and wireless; but I've done the stability test on a wired connection. Have tried both the 2.5 and 1 gbit ports with no difference between the two.

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        4 months ago

        Okay, thought it might be the "Intelligent Wifi" moving channels causing drop outs.

        Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

        Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

        Once done we can comment further.

  • adam28's avatar
    adam28
    Tuning in
    4 months ago

    Thanks for the reply. I checked with the area faults line and the message says there's no problems for my postcode.

    Here's a scan from my router:

    Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream
    Cable Modem StatusOnlineDOCSIS 3.0
    Primary downstream channelLockedSC-QAM
    DOCSIS 3.0 channels325
    DOCSIS 3.1 channels11
     

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    11550000007.543QAM 2563
    21390000007.543QAM 2561
    31470000007.543QAM 2562
    41630000007.243QAM 2564
    51710000007.243QAM 2565
    61790000007.343QAM 2566
    71870000007.443QAM 2567
    81950000007.743QAM 2568
    92030000007.643QAM 2569
    102110000007.843QAM 25610
    112190000007.943QAM 25611
    122270000007.943QAM 25612
    132350000007.943QAM 25613
    142430000007.843QAM 25614
    152510000007.843QAM 25615
    162590000007.943QAM 25616
    172670000007.943QAM 25617
    182750000007.943QAM 25618
    192830000007.743QAM 25619
    202910000007.543QAM 25620
    212990000007.343QAM 25621
    223070000007.143QAM 25622
    233150000007.143QAM 25623
    243230000007.743QAM 25624
    253310000008.543QAM 25625
    263390000008.443QAM 25626
    273470000008.343QAM 25627
    283550000008.343QAM 25628
    293630000008.144QAM 25629
    30371000000843QAM 25630
    313790000007.943QAM 25631
    323870000007.443QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4310
    2Locked4330
    3Locked4340
    4Locked4330
    5Locked4300
    6Locked4330
    7Locked4320
    8Locked4330
    9Locked4300
    10Locked4330
    11Locked4320
    12Locked4330
    13Locked4330
    14Locked4310
    15Locked4390
    16Locked4320
    17Locked4340
    18Locked4320
    19Locked4330
    20Locked4350
    21Locked4300
    22Locked4300
    23Locked4300
    24Locked4300
    25Locked4300
    26Locked4300
    27Locked4300
    28Locked4350
    29Locked4420
    30Locked4330
    31Locked4320
    32Locked4330

    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)
    159Locked433.13150865060

     

     

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    049600000445120QAM 649
    14310000043.85120QAM 6410
    23660000044.35120QAM 6411
    33010000044.35120QAM 6412
    42360000043.55120QAM 6413

    3.0 Upstream channels

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

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    141038.02KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    14OFDMA2007400000000

     

    Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
    Allowed
    1
    Enabled
    3.1
    ;fg87dsfd;kfoA,.iyewrkldJ

    Primary Downstream Service Flow

    SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
    19246
    1200000450 bps
    42600bytes
    0 bps

    Primary Upstream Service Flow

    SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
    19245
    110000274 bps
    42600bytes
    0 bps
    42600bytes
    Best Effort

     

  • adam28's avatar
    adam28
    Tuning in
    4 months ago

    Network Log

    Time Priority Description
    20-09-2024 10:39:57noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-09-2024 10:39:57warningDBC-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;
    20-09-2024 10:39:54noticeREGISTRATION COMPLETE - Waiting for Operational status
    20-09-2024 10:39:48warningDynamic Range Window violation
    20-09-2024 10:39:48warningRNG-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;
    20-09-2024 10:39:48warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-09-2024 10:39:48warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-09-2024 10:39:48warningDynamic Range Window violation
    20-09-2024 10:39:48warningRNG-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;
    20-09-2024 10:39:48warningDynamic Range Window violation
    20-09-2024 10:39:48warningDynamic Range Window violation
    20-09-2024 10:39:48warningRNG-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;
    20-09-2024 10:39:43noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-09-2024 10:39:42noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-09-2024 10:39:36warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-09-2024 10:39:33noticeHonoring MDD; IP provisioning mode = IPv4
    20-09-2024 10:39:18criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-09-2024 10:39:18criticalCable Modem Reboot because of - HW or Power-On Reset
    03-09-2024 23:21:40criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-09-2024 23:21:40critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-09-2024 23:17:20criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-09-2024 23:17:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-08-2024 16:38:50criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-08-2024 16:04:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-08-2024 16:04:18criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-08-2024 16:04:17criticalCable Modem Reboot because of - Software_Upgrade
    21-08-2024 16:02:03alertSW download Successful - Via Config file
    21-08-2024 15:59:38alertSW Download INIT - Via Config file v9873254k;fg87dsfd;kfoA,.
    21-08-2024 15:58:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-08-2024 15:58:43criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-08-2024 15:58:42criticalCable Modem Reboot because of - Reboot Timezone Change
    21-08-2024 15:56:51alertSW Download INIT - Via Config file oA,.iyewrkldJKDHSUBsgvca6
  • adam28's avatar
    adam28
    Tuning in
    4 months ago

    I've set up the BQM. In the meantime, this is a screenshot of an app I am using called StarTrinity Continuous Speed Test.  It sends and receives a small amount of data every second to check packet loss etc. You can see at 23:34.57 the connection dropped and lost packets for a few seconds before recovering again.  

     

    • Akua_A's avatar
      Akua_A
      Forum Team
      4 months ago

      Hi adam28 

      Welcome to our community forums and thank you for your first posts. Sorry to hear you have been having service issues since upgrading your Hub. We can understand the frustration caused and we want to best help. We have run some tests and we can see there may be an issue with your power levels. To best look into this, we are sending 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,

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 months ago

    The stats all look fine, I would guess they were taken after a Hub reboot?  There nothing in the logs, again just after the reboot?  Keep an eye on the stats and log after the Hub has been on line for a day or two.  Things like Sync errors, lots of T3's, PostRS errors etc.  Also post the link to the "shared graph" BQM for comment.