Broadband not working for around a week week

[Sidharthn]

So I’ve been having issues with my m200 connection for some time. It’s been intermittently going on and off. Technician has come twice and last time changed hub box. It worked better for a while but now it’s been not working for a week. 

see my broadband quality monitor https://www.thinkbroadband.com/broadband/monitoring/quality/share/dfe194f8faf982b568e099c1382030714f...

 Can anyone help because it’s been a week since it’s been unusable and more than a month with the intermittent issues. Technician is coming on Saturday… that was the first date I could get (requested on Tuesday!)

[jbrennand]

BQM looks dreadful.

Have you checked for any “known network faults”

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[Sidharthn]

Hi, 

yes I checked and there’s no faults in the area. People in my street that are on VM don’t seem to be having issues (well apart from 1 but not as bad as me)!!

 Thanks

[jbrennand]

BQM is dreadful - lets see the hub data - do this
_______________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

[Sidharthn]

Hi, 

Thanks for the reply.

Here's the details:

Thanks

Sidharth

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	5.5	40	256 qam	25
2	235000000	4	40	256 qam	13
3	243000000	3.7	40	256 qam	14
4	251000000	4.4	40	256 qam	15
5	259000000	4.3	40	256 qam	16
6	267000000	4.8	40	256 qam	17
7	275000000	4.5	40	256 qam	18
8	283000000	5	40	256 qam	19
9	291000000	4.8	40	256 qam	20
10	299000000	5.5	38	256 qam	21
11	307000000	4.6	40	256 qam	22
12	315000000	5	40	256 qam	23
13	323000000	4.5	40	256 qam	24
14	339000000	5	40	256 qam	26
15	347000000	5.4	40	256 qam	27
16	355000000	5.1	40	256 qam	28
17	363000000	5	40	256 qam	29
18	371000000	5.3	40	256 qam	30
19	379000000	4.9	40	256 qam	31
20	387000000	5.5	40	256 qam	32
21	395000000	5.3	40	256 qam	34
22	403000000	5.8	40	256 qam	35
23	411000000	5.5	40	256 qam	36
24	419000000	6	40	256 qam	37

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	4127778	1781284
2	Locked	40.3	4887536	3375700
3	Locked	40.3	4950610	3179750
4	Locked	40.3	4962804	3044846
5	Locked	40.3	4984598	2971862
6	Locked	40.9	4430457	2704599
7	Locked	40.9	5007313	2876640
8	Locked	40.3	5013410	2647648
9	Locked	40.3	5068750	2520593
10	Locked	38.9	5141450	2438814
11	Locked	40.3	5159577	2368086
12	Locked	40.3	5102431	2280866
13	Locked	40.3	5073950	2222519
14	Locked	40.3	5045723	1952349
15	Locked	40.9	5042456	1912246
16	Locked	40.3	5051129	1860439
17	Locked	40.3	5073322	1775154
18	Locked	40.3	5069967	1700339
19	Locked	40.9	5034407	1624141
20	Locked	40.3	4975732	1536879
21	Locked	40.3	4941251	1461441
22	Locked	40.3	4907998	1402211
23	Locked	40.3	4915709	1359944
24	Locked	40.3	4907743	1309661

[Sidharthn]

and uploads

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	60300000	48.5	5120	64 qam	5
2	53699995	49	5120	64 qam	6
3	46199970	49.8	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	30	0
2	ATDMA	0	0	220	0
3	ATDMA	0	0	1555	0

Network Log

Time Priority Description

05/08/2022 14:50:42	critical	No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:50:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=***;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:50:18	Warning!	RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:50:18	critical	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:50:4	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:50:0	critical	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:49:55	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:49:54	critical	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:49:50	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:49:30	critical	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:49:27	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:49:25	critical	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:49:7	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:49:6	critical	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:49:2	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:49:1	critical	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:48:42	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:48:42	critical	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:48:39	Warning!	RCS Partial Service;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 14:48:38	critical	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

[Sidharthn]

Incidentally the connection does seem to be better today ... in that it is not continuously disrupted.

I am now currently online for 5 mins and then it disconnects for a 30s or so and then reconnects. 

The speed as well is dire - from thinkbroadband speed tests:

date	avg down	avg up	provider
05-08-2022 09:07:34 (GMT)	64.6 Mbps	0.3 Mbps	Virgin Media
26-07-2022 12:51:45 (GMT)	221.2 Mbps	21.1 Mbps	Virgin Media
25-07-2022 14:44:27 (GMT)	218.1 Mbps	21.1 Mbps	Virgin Media
18-07-2022 08:13:14 (GMT)	202.3 Mbps	1.0 Mbps	Virgin Media

[jbrennand · Accepted solution]

Not good - only 3 Up channel and lots of RS & T3 errors - so we need to start from a blank sheet - can you do this
______________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[Ashleigh_C]

Hi there @Sidharthn

Thank you so much for your post and welcome back to the community forums! 

I'm so sorry to hear that you were facing these issues with your Hub and connection! I know you have mentioned you had an engineer visit arranged for Saturday. 

Can I ask how things are looking now? Did this visit go ahead? What did the engineer recommend? 

Thank you. 

[Sidharthn]

Hi all,

Thanks for the replies. Yeah the engineer came and everything looked ok from the exchange to the house. He restarted the router and fixed the box outside the house - so one of that might have helped (though I had already restarted the router). I've not had issues since then.

He said if it happens again in a couple of weeks then restart the hub and try switching off ever wireless device connected to it and see if that happens again. He suggested that possibly another device is connected that is bringing it down. 

Will see if it happens again and if I can find if there is something that is causing it. Will post back here if it does

Thanks again for your help.