Forum Discussion

AeroMaxx2570's avatar
AeroMaxx2570
Joining in
7 months ago

Poor Connection

I seem to have a poor connection with ping spikes, high latency, and random disconnects.

I phoned VM and was informed my router was old and needed to be replaced (I at guess would say is was approx. 14 years or so old), they replaced the router for the exact same model as the one I already had and nothing has changed.

I have a superhub3.

Here are some broadband quality graphs before my router was replaced.

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4f3eae8d5ce558c0b8b80b68a51e861bcb0dc746-02-03-2025"><img alt="My Broadband Ping - Home Broadband Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/4f3eae8d5ce558c0b8b80b68a51e861bcb0dc746-02-03-2025.png" /></a>
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/5be4dcfb90ddcaa8c008488b286bfb5476fd7e94-09-03-2025"><img alt="My Broadband Ping - Home Broadband Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/5be4dcfb90ddcaa8c008488b286bfb5476fd7e94-09-03-2025.png" /></a>
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ab7f25aad9189f301f6c597ad985b95d30cf689-11-03-2025"><img alt="My Broadband Ping - Home Broadband Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/5ab7f25aad9189f301f6c597ad985b95d30cf689-11-03-2025.png" /></a>
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/15278ee71f96ac7f78303e42d7089fc3fb4e9fbb-15-03-2025"><img alt="My Broadband Ping - Home Broadband Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/15278ee71f96ac7f78303e42d7089fc3fb4e9fbb-15-03-2025.png" /></a>

This is a live graph as of when you are viewing it.

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d6805380ef1be7392c83abb7af2d77565abf873c"><img alt="My Broadband Ping - Home Broadband Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/d6805380ef1be7392c83abb7af2d77565abf873c.png" /></a>

Here are some broadband quality graphs after my router was replaced.

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3fcd06925342315752808e629a97f59eb07c7a4c-04-04-2025"><img alt="My Broadband Ping - Home Broadband Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/3fcd06925342315752808e629a97f59eb07c7a4c-04-04-2025.png" /></a>
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3f2fe5b18879171e16683141a7b50d5d42d9bae6-05-04-2025"><img alt="My Broadband Ping - Home Broadband Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/3f2fe5b18879171e16683141a7b50d5d42d9bae6-05-04-2025.png" /></a>
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3d794966efa299aa0c61aa754d188107b4102f00-06-04-2025"><img alt="My Broadband Ping - Home Broadband Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/3d794966efa299aa0c61aa754d188107b4102f00-06-04-2025.png" /></a>


Here is the router status at the time of this post.

Status

Cable Modem Status
ItemStatusComments
Acquired Downstream Channel (Hz)

195000000

Locked

Ranged Upstream Channel (Hz)

36600000

Locked

Provisioning State

Online

 

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1195000000-5.738256 qam8
2203000000-6.233256 qam9
3211000000-6.438256 qam10
4219000000-6.238256 qam11
5227000000-6.738256 qam12
6235000000-6.738256 qam13
7243000000-738256 qam14
8251000000-7.238256 qam15
9259000000-7.238256 qam16
10267000000-7.438256 qam17
11275000000-838256 qam18
12283000000-838256 qam19
13291000000-7.538256 qam20
14299000000-8.237256 qam21
15307000000-8.437256 qam22
16315000000-8.238256 qam23
17323000000-8.537256 qam24
18331000000-8.237256 qam25
19339000000-8.737256 qam26
20347000000-937256 qam27
21355000000-8.937256 qam28
22363000000-8.937256 qam29
23371000000-937256 qam30
24379000000-9.237256 qam31

Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked38.62569117385
2Locked33.3-782081082841088174
3Locked38.61919513061
4Locked38.61456710293
5Locked38.6564939496
6Locked38.6285968450
7Locked38.6244279945
8Locked38.61729211606
9Locked38.91660510910
10Locked38.62049810305
11Locked38.9182788949
12Locked38.6192007563
13Locked38.6101527683
14Locked37.6134818026
15Locked37.6143908298
16Locked38.6137936256
17Locked37.6150634891
18Locked37.6137494872
19Locked37.3199284089
20Locked37.3214063209
21Locked37.3157663402
22Locked37.6169474758
23Locked37.3167815661
24Locked37.621851108458

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13660000041512064 qam3
22360000040512016 qam5
34310000041.3512064 qam2
43010012540.5512064 qam4
54960000041.5512064 qam1

Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA00130
2ATDMA00150
3ATDMA0050
4ATDMA00150
5ATDMA0020
 
Disconects
High Latency Ping
High latency spikes

3 Replies

  • AeroMaxx2570's avatar
    AeroMaxx2570
    Joining in
    7 months ago

    General Configuration

    Network access

    Allowed

    Maximum Number of CPEs

    1

    Baseline Privacy

    Enabled

    DOCSIS Mode

    Docsis30

    Config file

    cmreg-vmdg505-bbt057+voc-b.cm

    Primary Downstream Service Flow

    SFID50974
    Max Traffic Rate143750047
    Max Traffic Burst42600
    Min Traffic Rate0

    Primary Upstream Service Flow

    SFID50973
    Max Traffic Rate22000047
    Max Traffic Burst42600
    Min Traffic Rate0
    Max Concatenated Burst42600
    Scheduling TypeBestEffort

    Network Log

    TimePriorityDescription
    06/04/2025 12:12:1noticeLAN login Success;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 11:48:26Warning!RCS Partial Service;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 11:48:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 07:08:15Warning!RCS Partial Service;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 07:08:15Warning!Lost MDD Timeout;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 06:50:29Warning!RCS Partial Service;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 06:50:29Warning!Lost MDD Timeout;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 06:36:5Warning!RCS Partial Service;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 06:36:5Warning!Lost MDD Timeout;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 06:27:44Warning!RCS Partial Service;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 06:27:43Warning!Lost MDD Timeout;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 06:27:29Warning!RCS Partial Service;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 06:27:29Warning!Lost MDD Timeout;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 03:23:31Warning!RCS Partial Service;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 03:23:29criticalNo Ranging Response received - T3 time-out;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 02:35:19Warning!RCS Partial Service;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 02:35:19criticalNo Ranging Response received - T3 time-out;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 02:13:31Warning!RCS Partial Service;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 02:13:30Warning!Lost MDD Timeout;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    06/04/2025 01:28:50Warning!RCS Partial Service;CM-MAC=<REDACTED>;CMTS-MAC=<REDACTED>;CM-QOS=1.1;CM-VER=3.0;
    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      7 months ago

      Hello AeroMaxx2570

       

      Sorry to hear of the connection issues experienced, we appreciate you taking the time to raise this via the forums and welcome to the community.

       

      As Adduxi has advised, from checking the connection the power levels on the downstream channels is out and maybe what's causing the issues. As this will require a visit I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

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

    Nothing wrong with having a Hub 3.  However .....

    Your power levels are way out, your US should all be QAM64, and there are far too many DS PostRS errors, normally showing "noise" on the line.  

    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.

    Failing this, check all your connections from the Hub to outside are tight and free of corrosion.  That's about all you can do personally.

    If everything is good, then you will need a VM technician to fix the problem.