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sutty5
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Message 1 of 14
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Competent help? Please! (Network down, intermittent)

Hello,

I am honestly posting in this forum in the hope of coming across some competency and real support.

I'm quite frankly fed up of talking to the technical support team who have no clue what they are talking about and have no idea what to do if it's not on their scripts. To then have them send round an engineer at a time when the network is fine and who tells me they don't do computers and can't even tell me what a megabyte is! (No offense to the engineers who are competent).

I'm an electronics engineer myself and consider myself above average in computing literacy.

The thought of phoning in and going through the same old unhelpful rubbish is sickening.

As for the detail, I'm on a superhub 3 in router mode configured perfectly for my environment. (Although the superhub 3 itself is rubbish, especially on the 2.4GHz spectrum where above 150Mb is not possible, along with issues caused by the CPU Intel messed up on).

For the last few weeks (but not limited to), I've had major connectivity issues, on WiFi and wired. I'd say I've had about 40-60% uptime. And that's not good given that I live in a home where my lights and appliances are controlled over the network!

I've done common sense checks such as cabling, ruling out of interference.etc. I'm convinced it's either the hub or the incoming connection.

As of the time of posting, it's been disconnected for about 3 hours and has not been up since. No amount of rebooting helps and virgins online test tells me my equipment is turned off!

I have the bottom light lit solid green, the top WiFi light a solid green and below that the up/downstream light flashing green.

I'm happy to provide any stats from the hub, and further detail as requested.

Please don't make me phone them again 😞

Thank you.

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jbrennand
Alessandro Volta
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Message 2 of 14
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Re: Competent help? Please! (Network down, intermittent)

OK first job post up the downstream, upstream and network logs. Blank out personal info like MAC addresses etc

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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sutty5
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Re: Competent help? Please! (Network down, intermittent)

Thank you. Currently it's back online, although I'm sure not for long. The network log seems to show many issues.

 

Network Log

Time Priority Description

2019-02-10 14:39:07.00criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:43:44.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:43:44.00criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:44:04.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:44:04.00criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:44:25.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:44:25.00criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:48:24.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:48:24.00criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:48:44.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:48:44.00criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:49:03.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:49:04.00criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:49:23.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:49:24.00criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:52:28.00criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:52:28.00criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 14:52:58.00criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 15:29:19.00criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
2019-02-10 15:31:50.00criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

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

12580000045.5512064 qam12
23260000045.5512064 qam11
33940000047512064 qam10
44620000047.5512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Downstream bonded channels

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

1298750000-1.238256 qam21
2322750000-1.738256 qam24
3314750000-1.738256 qam23
4306750000-1.738256 qam22
5290750000-1.738256 qam20
6282750000-1.538256 qam19
7274750000-1.538256 qam18
8266750000-1.538256 qam17
9258750000-138256 qam16
10250750000-1.238256 qam15
11242750000-138256 qam14
12234750000-0.538256 qam13
13226750000-0.538256 qam12
14218750000-0.238256 qam11
15210750000038256 qam10
162027500000.238256 qam9
171947500000.538256 qam8
181867500000.738256 qam7
191787500000.738256 qam6
201707500001.238256 qam5
211627500001.438256 qam4
22154750000238256 qam3
231467500002.438256 qam2
241387500002.938256 qam1



Downstream bonded channels

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

1Locked38.950
2Locked38.650
3Locked38.600
4Locked38.960
5Locked38.900
6Locked38.660
7Locked38.950
8Locked38.900
9Locked38.950
10Locked38.900
11Locked38.900
12Locked38.950
13Locked38.660
14Locked38.950
15Locked38.900
16Locked38.950
17Locked38.960
18Locked38.960
19Locked38.960
20Locked38.900
21Locked38.600
22Locked38.940
23Locked38.960
24Locked38.970
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sutty5
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Message 4 of 14
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Re: Competent help? Please! (Network down, intermittent)

I have an update, this is about 30 minutes after last reboot, connection still good for the moment. But getting a lot of post RS errors. Not sure what this is but have been told before these should bad at 0.

 

Downstream bonded channels

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

1Locked38.65290
2Locked38.65295
3Locked38.983104
4Locked38.67878
5Locked38.96995
6Locked38.96951
7Locked38.96151
8Locked38.95753
9Locked38.97419
10Locked38.96522
11Locked38.95652
12Locked38.97038
13Locked38.68376
14Locked40.39280
15Locked38.98789
16Locked38.988165
17Locked40.970150
18Locked40.367183
19Locked40.369211
20Locked38.986164
21Locked38.986164
22Locked38.979138
23Locked40.389127
24Locked40.396140
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griffin
Alessandro Volta
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Message 5 of 14
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Re: Competent help? Please! (Network down, intermittent)

A green base light on the Hub 3 would signify the Hub has lost connection to VM's CMTS, usually down to a local outage, which would probably be the cause as you have checked the cables.

The logs are showing the local circuit is dropping and is in some distress.

No network is perfect, so you will get some post RS errors. it is the rate the RS errors are rising that indicates the quality of the connection. Your post RS's are in spec for a 30min period, but my guess is that they could be occurring in very short bursts which would be significant and will tie in with your logs which are suggesting noise on the local circuit.

A VM Forum Team member should pick up the thread in about a week, or you can brave the offshore call center for a quicker response clearly explaining you have a green base light and the connection is dropping.

Not sure why you are blaming the Hub 3 for not getting speeds above 150Mbps on the narrow 2.4GHz band (Which would be an excellent speed)
It is not the Hub's fault the 2.4GHz band is so narrow and is free to use, making it prone to interference (only fully detectable with a spectrum analyser) or what wireless clients you use, 150Mbps would be the LINK speed for a single stream 2.4GHz band.

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sutty5
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Message 6 of 14
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Re: Competent help? Please! (Network down, intermittent)

Thank you for your response. Fully understood. I may brave the call next week. But I will also wait upon a VM team member to follow up on this thread.

I did think it was more likely an area fault. And it is obviously intermittent. It's been very bad for the last few weeks but has been dropping off every so often for a good few months.

I think some tweaking and tuning needs sorting in the area. Not sure if the fault would be limited to a specific cabinet or what not as I'm not familiar with VMs network topology (As interested as I am in learning about it)

I've also set up a thinkbroadband network monitoring service to log the quality.

 

And I must apologise, when I said 150Mbps on the 2.4Ghz spectrum, I ment 50Mbps. Used to get the full 200Mbps on the superhub 2.

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Forum Team
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Message 7 of 14
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Re: Competent help? Please! (Network down, intermittent)

Hi there Sutty, 

 

Cheers for posting to our Forums - sorry that you're having some issues with an intermittent connection. Thanks for your logs too - just a couple of checks I'd like to ask you to do before we send anyone out!

 

If possible - can you do a reboot and then do what we call a loopback test. This is just an initial test to confirm all the ports are working.

 

Please plug both ends of an ethernet cable into 2 of the ports on the back of the Hub and confirm that the lights on the ports turn on when the cable is connected.

 

Pop me a reply when you can and we'll go from there 🙂 

 

Cheers

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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griffin
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Message 8 of 14
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Re: Competent help? Please! (Network down, intermittent)

It would be interesting to know how the Hub ports would prevent the Hub receiving DOCSIS RNG-RSP messages from the CMTS.

It would also be interesting to know why the information in the logs is completely ignored.

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sutty5
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Message 9 of 14
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Re: Competent help? Please! (Network down, intermittent)

 

Hi,

Thank you for your quick response. I have done the test and can confirm all of my ports are fine.

Although I agree with Griffin and do find myself questioning why you find this test necessary given the log clearly shows an issue between the hub and your CMTS.

Thank you.

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Forum Team (Retired) Tom_S
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Message 10 of 14
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Re: Competent help? Please! (Network down, intermittent)

Hi sutty5,

 

Thank you for running the test for us.

I am going send you a private message so we can get some additional details to be able to have a more detailed check for you.

 

Thanks,

Tom_S

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