Forum Discussion

walks_10's avatar
walks_10
Joining in
9 months ago

Broadband keeps dropping

Similar to other people i am experiencing fairly regular drop outs in my hub, with the internet going down for anywhere between 30 seconds and 3 minutes, it does reconnect itself. The help on the main site suggested a factory reset which i have done but this did not rectify the issue. As per other posts seen here please find the following VM hub stats

 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000008.243QAM 25625
21470000005.741QAM 2562
31550000005.941QAM 2563
41630000006.242QAM 2564
51710000006.442QAM 2565
61790000006.742QAM 2566
71870000006.942QAM 2567
81950000007.342QAM 2568
92030000007.442QAM 2569
102110000007.642QAM 25610
112190000007.642QAM 25611
122270000007.542QAM 25612
132350000007.643QAM 25613
142430000007.443QAM 25614
152510000007.242QAM 25615
162590000007.142QAM 25616
17267000000743QAM 25617
18275000000743QAM 25618
192830000007.242QAM 25619
202910000007.443QAM 25620
212990000007.743QAM 25621
223070000008.243QAM 25622
233150000008.243QAM 25623
243230000008.343QAM 25624
253390000008.143QAM 25626
263470000008.243QAM 25627
273550000008.243QAM 25628
283630000008.343QAM 25629
293710000008.143QAM 25630
303790000008.143QAM 25631
313870000007.843QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4300
2Locked4100
3Locked4100
4Locked4200
5Locked4200
6Locked4200
7Locked4200
8Locked4200
9Locked4200
10Locked4200
11Locked4200
12Locked4200
13Locked4300
14Locked4300
15Locked4200
16Locked4200
17Locked4300
18Locked4300
19Locked4200
20Locked4300
21Locked4300
22Locked4300
23Locked4300
24Locked4300
25Locked4300
26Locked4300
27Locked4300
28Locked4300
29Locked4300
30Locked4300
31Locked4300

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked433.9227853100

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000047.35120QAM 641
143100000475120QAM 642
23660000046.85120QAM 643
33010000046.55120QAM 644
42360000046.35120QAM 645

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
610.442.52KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2087400000000

 

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
cmreg-vmdg660-bbt076+voc-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
68844
1230000450 bps
42600bytes
0 bps
68846
128000 bps
3044bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
68843
110000274 bps
42600bytes
0 bps
42600bytes
Best Effort
68845
128000 bps
3044bytes
0 bps
1522bytes
Best Effort

 

Network Log

Time Priority Description
16-05-2024 15:18:43noticeGUI Login Status - Login Success from LAN interface
16-05-2024 14:07:29noticeREGISTRATION COMPLETE - Waiting for Operational status
16-05-2024 14:07:25noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 14:07:20noticeDS 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;
16-05-2024 14:07:12warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 14:07:10noticeHonoring MDD; IP provisioning mode = IPv4
16-05-2024 14:06:48criticalCable Modem Reboot because of - Software_Upgrade
16-05-2024 14:06:48criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 14:04:33alertSW download Successful - Via Config file
16-05-2024 14:01:30alertSW Download INIT - Via Config file cmreg-vmdg660-bbt076+voc-b.cm
16-05-2024 14:00:46criticalCable Modem Reboot because of - Reboot Timezone Change
16-05-2024 14:00:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 13:58:15alertSW Download INIT - Via Config file cmreg-vmdg660-bbt076+voc-b.cm
16-05-2024 13:57:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-05-2024 13:57:27critical

Cable Modem Reboot because of - pin-reset

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    9 months ago

    Hub stats look "normal" to me - Logs look a bit odd though - someone else needs to comment.

    Are you issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

    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

     

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta
      9 months ago

      The “looks odd” is this:

      The higher downstream frequencies show higher power than the lower frequencies.   Usually, the lower frequencies don’t need as much energy to reach an end point; conversely so for the higher frequencies.  “Slope” I think it’s called.

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        9 months ago

        Hi there Sephiroth 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        We are so sorry to hear that you are facing issues with your service, I have checked on our side and cannot see any faults that may be causing this. Can I ask how things are looking since you first post?

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    9 months ago

    Hi walks_10 👋

    Welcome to our Community Forums and thanks for your post. 

    Sorry for any issues with your broadband service. 

    I'd like to run some further test for you but haven't been able to locate your details. As such, I'll pop you a PM 📩 and we can take it from there.

    Speak soon!