on 30-04-2021 11:11
Hi all,
I have started to experience some weird issues with my relatively new connection as we moved over to VM three weeks ago (M350). Speed wise all works perfect but I notice we get quite a few packet losses and occasionally latency spikes however these are not the issue for now. I set up BQM tool and it's showing some packet loss. Would any of you experienced users could have a look at this and advise how these could be resolved? Spent over 30 mins on hold to tech services and eventually gave up. Running the HUB in modem only mode.
Thank you all in advance for all your help.
Bart
Answered! Go to Answer
on 30-04-2021 15:45
Network log doesn't indicate anything unusual, BQM looks like something is up, and I think the range of downstream power levels is too high, from 3.5 dBmV to 8.1 dBmV, though that's my view, VM are reticent on the permissible range. The upstream looks as though there's something up - it shouldn't have anything like the number of T3 timeouts that are recorded. I'll flag this for forum staff to advise, but be aware that they may wish to query the hub's status, but can only do that if the hub is in router mode. And as soon as you swap modes, the hub will reboot, all of those recorded errors will be reset (and your BQM will stop recording because your IP address will change), and when renegotiating channels the power levels may even out. However, if there's any "looks good from our side" response a polite challenge would be appropriate as to the cause of the latency peaks and the upstream timeouts, and why the hub was letting the downstream power levels spread so far.
See what they advise and we'll take it from there.
30-04-2021 15:10 - edited 30-04-2021 15:12
Connect to the hub by clicking on this link http://192.168.100.1/ 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 30-04-2021 15:24
Thank you so much for your super quick respose, Andrew and here you go as requested:
Downstream bonded channels
1 | 138750000 | 8.1 | 38 | 256 qam | 1 |
2 | 146750000 | 7.4 | 38 | 256 qam | 2 |
3 | 154750000 | 6.5 | 38 | 256 qam | 3 |
4 | 162750000 | 6.6 | 38 | 256 qam | 4 |
5 | 170750000 | 6.3 | 38 | 256 qam | 5 |
6 | 178750000 | 5.5 | 38 | 256 qam | 6 |
7 | 186750000 | 3.9 | 38 | 256 qam | 7 |
8 | 194750000 | 4.9 | 38 | 256 qam | 8 |
9 | 202750000 | 5.5 | 38 | 256 qam | 9 |
10 | 210750000 | 5 | 38 | 256 qam | 10 |
11 | 218750000 | 4.8 | 38 | 256 qam | 11 |
12 | 226750000 | 4.6 | 38 | 256 qam | 12 |
13 | 234750000 | 4.5 | 38 | 256 qam | 13 |
14 | 242750000 | 4 | 38 | 256 qam | 14 |
15 | 250750000 | 3.7 | 38 | 256 qam | 15 |
16 | 258750000 | 3.5 | 38 | 256 qam | 16 |
17 | 266750000 | 3.7 | 38 | 256 qam | 17 |
18 | 274750000 | 4 | 38 | 256 qam | 18 |
19 | 282750000 | 4 | 38 | 256 qam | 19 |
20 | 290750000 | 4.1 | 38 | 256 qam | 20 |
21 | 298750000 | 4.6 | 38 | 256 qam | 21 |
22 | 306750000 | 5 | 38 | 256 qam | 22 |
23 | 314750000 | 5.3 | 38 | 256 qam | 23 |
24 | 322750000 | 5.4 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 481 | 0 |
2 | Locked | 38.6 | 440 | 0 |
3 | Locked | 38.6 | 856 | 0 |
4 | Locked | 38.9 | 364 | 0 |
5 | Locked | 38.9 | 360 | 0 |
6 | Locked | 38.9 | 496 | 12 |
7 | Locked | 38.9 | 743 | 0 |
8 | Locked | 38.6 | 709 | 0 |
9 | Locked | 38.9 | 394 | 0 |
10 | Locked | 38.6 | 313 | 0 |
11 | Locked | 38.6 | 401 | 0 |
12 | Locked | 38.9 | 359 | 0 |
13 | Locked | 38.6 | 540 | 0 |
14 | Locked | 38.9 | 590 | 0 |
15 | Locked | 38.9 | 635 | 0 |
16 | Locked | 38.6 | 568 | 0 |
17 | Locked | 38.6 | 621 | 0 |
18 | Locked | 38.6 | 915 | 0 |
19 | Locked | 38.9 | 1097 | 0 |
20 | Locked | 38.9 | 1043 | 0 |
21 | Locked | 38.9 | 740 | 0 |
22 | Locked | 38.6 | 443 | 0 |
23 | Locked | 38.9 | 432 | 0 |
24 | Locked | 38.9 | 425 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 47 | 5120 | 64 qam | 9 |
2 | 46200093 | 47.3 | 5120 | 64 qam | 8 |
3 | 32600000 | 47 | 5120 | 64 qam | 10 |
4 | 25799888 | 46.8 | 5120 | 64 qam | 12 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 4 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 25 | 0 |
on 30-04-2021 15:25
28/04/2021 12:19:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/04/2021 05:55:12 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/04/2021 10:18:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/04/2021 17:55:11 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/04/2021 11:19:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/04/2021 05:55:11 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/04/2021 16:49:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/04/2021 17:25:10 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/04/2021 17:32:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/04/2021 05:25:10 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/04/2021 17:42:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/04/2021 17:25:9 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2021 10:32:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2021 05:25:9 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/04/2021 08:22:16 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/04/2021 06:58:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/04/2021 19:56:19 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/04/2021 17:25:9 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/04/2021 16:54:22 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 30-04-2021 15:45
Network log doesn't indicate anything unusual, BQM looks like something is up, and I think the range of downstream power levels is too high, from 3.5 dBmV to 8.1 dBmV, though that's my view, VM are reticent on the permissible range. The upstream looks as though there's something up - it shouldn't have anything like the number of T3 timeouts that are recorded. I'll flag this for forum staff to advise, but be aware that they may wish to query the hub's status, but can only do that if the hub is in router mode. And as soon as you swap modes, the hub will reboot, all of those recorded errors will be reset (and your BQM will stop recording because your IP address will change), and when renegotiating channels the power levels may even out. However, if there's any "looks good from our side" response a polite challenge would be appropriate as to the cause of the latency peaks and the upstream timeouts, and why the hub was letting the downstream power levels spread so far.
See what they advise and we'll take it from there.
on 30-04-2021 15:51
Thank you very much for looking into this and for flagging up with forum staff.
All the best,
Bartek
on 30-04-2021 15:58
Thanks for your post and for reaching out to the Community Forums, bboski
I have set up an engineer’s visit for you which you will be able to view from your online account here.
Cheers,
Corey C
on 30-04-2021 16:05
Hello Corey,
Many thanks, I have just logged in but couldn't see any open visits?
I guess it will take a while for it to show up there?
Thanks a lot.
Bartek
on 30-04-2021 16:24
Hi, Bartek, sometimes up to an hour, apologies.
Cheers,
Corey C
on 30-04-2021 16:33
Got it - no worries! Thank you.