02-08-2021 17:54 - edited 02-08-2021 17:57
Hi.
I'm really at my wits end and needing some help...I have tried to call but get an automated system telling me I have "intermittent issues" before disconnecting on me and I got nowhere on the online chat.
For months I have been getting kicked from online games every now and then, recently however it has escalated to kicking me a few times a night (sometimes as much as 3/4 times an hour) and its making playing online for myself and my son ununbearable. At the same time, the wifi drops on my mobile phone and other connected devices.
I have seen a few people having similar issues and in my quest to get to the bottom of this I have set up a BQM that I will post. I also have logs from router if required.
Cheers.
Answered! Go to Answer
on 05-08-2021 07:07
If I could respectfully suggest for the forum staff to book a technician, please?
Notwithstanding that there's no problems evident from VM's side, the BQM shows a repeating problem of both poor latency and packet loss, the hub data (VM's own equipment, monitoring VM's network connection) is reporting far too many uncorrectable errors on the downstream, the upstream T3 timeout count is far too high for the few days since last reboot, and the network log confirms repeated channel loss errors.
on 03-08-2021 06:22
The BQM confirms there's a problem, it doesn't identify the cause. Hub status data can often help with that.
Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.
Then we can check for any obvious problems with power, noise or error counts.
on 03-08-2021 10:36
1 | 331000000 | 7.5 | 38 | 256 qam | 25 |
2 | 267000000 | 6.1 | 38 | 256 qam | 17 |
3 | 275000000 | 6.1 | 38 | 256 qam | 18 |
4 | 283000000 | 6.5 | 38 | 256 qam | 19 |
5 | 291000000 | 6.6 | 38 | 256 qam | 20 |
6 | 299000000 | 7 | 38 | 256 qam | 21 |
7 | 307000000 | 7 | 38 | 256 qam | 22 |
8 | 315000000 | 7.1 | 38 | 256 qam | 23 |
9 | 323000000 | 7.3 | 38 | 256 qam | 24 |
10 | 339000000 | 7.4 | 38 | 256 qam | 26 |
11 | 347000000 | 7.3 | 40 | 256 qam | 27 |
12 | 355000000 | 7 | 40 | 256 qam | 28 |
13 | 363000000 | 7 | 40 | 256 qam | 29 |
14 | 371000000 | 7 | 38 | 256 qam | 30 |
15 | 379000000 | 7.1 | 38 | 256 qam | 31 |
16 | 387000000 | 7.4 | 38 | 256 qam | 32 |
17 | 395000000 | 7.4 | 40 | 256 qam | 33 |
18 | 403000000 | 7.3 | 38 | 256 qam | 34 |
19 | 411000000 | 7.1 | 38 | 256 qam | 35 |
20 | 419000000 | 7 | 40 | 256 qam | 36 |
21 | 427000000 | 7 | 38 | 256 qam | 37 |
22 | 435000000 | 7 | 38 | 256 qam | 38 |
23 | 443000000 | 6.9 | 38 | 256 qam | 39 |
24 | 451000000 | 7.1 | 40 | 256 qam | 40 |
1 | Locked | 38.9 | 6 | 0 |
2 | Locked | 38.9 | 4 | 0 |
3 | Locked | 38.6 | 5 | 0 |
4 | Locked | 38.9 | 5 | 0 |
5 | Locked | 38.9 | 5 | 0 |
6 | Locked | 38.9 | 4 | 0 |
7 | Locked | 38.9 | 6 | 0 |
8 | Locked | 38.6 | 6 | 0 |
9 | Locked | 38.9 | 5 | 0 |
10 | Locked | 38.9 | 6 | 0 |
11 | Locked | 40.3 | 6 | 0 |
12 | Locked | 40.3 | 9 | 0 |
13 | Locked | 40.3 | 6 | 0 |
14 | Locked | 38.9 | 5 | 0 |
15 | Locked | 38.6 | 8 | 0 |
16 | Locked | 38.9 | 5 | 0 |
17 | Locked | 40.3 | 6 | 0 |
18 | Locked | 38.9 | 3 | 0 |
19 | Locked | 38.9 | 4 | 0 |
20 | Locked | 40.3 | 2 | 0 |
21 | Locked | 38.9 | 4 | 0 |
22 | Locked | 38.9 | 8 | 0 |
23 | Locked | 38.6 | 20 | 0 |
24 | Locked | 40.3 | 2 | 0 |
on 03-08-2021 10:38
1 | 46199993 | 43.8 | 5120 | 64 qam | 11 |
2 | 39398919 | 43 | 5120 | 64 qam | 12 |
3 | 53700004 | 43.8 | 5120 | 64 qam | 10 |
4 | 60299988 | 43.8 | 5120 | 64 qam | 9 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 03-08-2021 10:49
03/08/2021 08:42:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=48:4a:3a:23;CMTS-MAC=5c:83:6a:3f;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 08:41:55 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:3a:23;CMTS-MAC=5c:c:6a:3f;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 08:38:45 | Warning! | Lost MDD Timeout;CM-MAC=48:a:3a:23;CMTS-MAC=5c:83:8f:M-QOS=1.1;CM-VER=3.0; |
03/08/2021 08:38:44 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4a:3a:23;CMTS-MAC=5c:83:f;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 08:34:16 | critical | No Ranging Response received - T3 time-out;CM-MAC=48:d3:43;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;C.0; |
03/08/2021 08:32:57 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:23;CMTS-MAC=5c:83-QOS=1.1;CM-VER=3.0; |
03/08/2021 08:31:12 | Warning! | RCS Partial Service;CM-MAC=48:23;CMTS-MAC=5c:83:8f;CM-VER=3.0; |
03/08/2021 08:30:59 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=48:3a:23;CMTS-MAC=5c:83:3f;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 08:30:59 | Warning! | Lost MDD Timeout;CM-MAC=48:d3:23;CMTS-MAC=5c:83:8f:dc=1.1;CM-VER=3.0; |
02/08/2021 22:28:51 | Warning! | RCS Partial Service;CM-MAC=48:d3:43:CMTS-MAC=5c:83:f;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 20:22:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:23;CMTS-MAC=5c:83:3f;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 20:02:56 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=5c:83:3f;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 20:02:51 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=48:d3:a:23;CMTS-MAC=5c:83:8f:OS=1.1;CM-VER=3.0; |
02/08/2021 17:19:35 | notice | LAN login Success;CM-MAC=48:d3:23;CMTS-MAC=5c:83:8f:3f;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 17:18:41 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=48:d3:23;CMTS-MAC=5c:a:3f;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=48:23;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 17:05:53 | notice | LAN login Success;CM-MAC=48:d3:3a:23;CMTS-MAC=5c:83;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 17:05:41 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=48:3a:23;CMTS-MAC=5c:83:3f;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 16:28:2 | notice | LAN login Success;CM-MAC=48:3a:23;CMTS-MAC=5c:dc:6a:3f;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 11:32:2 | Warning! | RCS Partial Service;CM-MAC=48:a:23;CMTS-MAC=5c:dc:6a:3f;CM-QOS=1.1;CM-VER=3.0; |
on 03-08-2021 10:51
Thanks for the reply. Ive posted the relevant info.
Cheers.
on 03-08-2021 12:22
Unfortunately I can't see obvious problems with the posted data (staff can see more and may be able to), although the network log confirms the patchy connection. Looks like you rebooted the hub shortly before posting the data - that zeroes the error counters and renegotiates the connection, which can delete the evidence of problems. Might be worth letting the hub run for a good few hours, and posting the same data again.
on 03-08-2021 15:00
Yeah I did reboot it to see if it cleared any issues. Didnt work.
Ok thanks ill post updated logs later. Which part specifically?
Cheers.
on 03-08-2021 15:32
Same again, please - Downstream, Upstream, Network log.
on 03-08-2021 16:13
I’m having the same issue only when gaming internet is fine otherwise