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dblaize
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Connection Dropouts

For the past few weeks I have been having constant issues with my internet connection (both WiFi and wired connections), to the point where I can't even watch an episode of a show on Netflix without the connection cutting out.

With the rising costs and seeming lack of justification given the service is getting worse, I'm very much considering switching providers unless this can be rectified.

I don't have time to sit on hold on their customer service line so if I can rectify this here that would be ideal. What would be the best course of action?

Thanks,

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griffin
Alessandro Volta
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Re: Connection Dropouts

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.0.1
Don't log in, click the Router Status button
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting, but do obscure personal information like your WAN IP address.

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dblaize
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Re: Connection Dropouts

Thank's for your reply. See logs below:

Network Log

Time Priority Description

02/09/2019 13:00:15ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 13:00:24Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 14:45:43ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 14:45:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 15:41:55ErrorDCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 15:42:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 16:11:39ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 16:11:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 16:52:2ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 16:52:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 16:56:51ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 16:57:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 17:04:3ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 17:06:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 17:15:25ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 17:15:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 17:41:39ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 17:41:56Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 17:58:48ErrorDCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 17:58:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

1402750000537256 qam25
21867500007.538256 qam7
31947500007.438256 qam8
42027500007.138256 qam9
5210750000737256 qam10
62187500006.938256 qam11
72267500006.937256 qam12
82347500006.537256 qam13
92427500006.537256 qam14
102507500006.337256 qam15
112587500006.137256 qam16
12266750000637256 qam17
13274750000637256 qam18
14282750000637256 qam19
15290750000637256 qam20
16298750000637256 qam21
173067500005.937256 qam22
183147500006.137256 qam23
19322750000637256 qam24
20410750000536256 qam26
214187500004.436256 qam27
224267500004.136256 qam28
234347500003.936256 qam29
244427500003.536256 qam30

 

Upstream bonded channels

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

1394000004.075512064 qam6
2462000004.175512064 qam5
3326000004.05512064 qam7
4258000003.975512064 qam8

 

Downstream bonded channels

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

1Locked37.300
2Locked38.650
3Locked38.660
4Locked38.650
5Locked37.650
6Locked38.650
7Locked37.660
8Locked37.650
9Locked37.600
10Locked37.640
11Locked37.650
12Locked37.350
13Locked37.650
14Locked37.650
15Locked37.340
16Locked37.660
17Locked37.3170
18Locked37.6134635615366538
19Locked37.320
20Locked36.650
21Locked36.360
22Locked36.390
23Locked36.370
24Locked36.310

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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griffin
Alessandro Volta
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Re: Connection Dropouts

It looks like you have a dodgy downstream channel with a very high post RS count and the logs are showing the loss of management messages.
The downstream SNR on the channel is fine at the time of posting suggesting the fault is intermittent which maybe hard to pin down.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

 

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dblaize
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Re: Connection Dropouts

Thanks for the help. I'll try calling them tomorrow.

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