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baldyslaphead59
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Message 41 of 57
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Re: Connection drops, twice a day at least!

Upstream bonded channels

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

16030000029512064 qam1
23940000027.5512064 qam4
34620000027.5512064 qam3
45370000029512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0000
3ATDMA0010
4ATDMA0020

 

Network Log

Time Priority Description

06/11/2021 14:19:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 08:23:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 08:23:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2021 10:04:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 01:36:32noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 01:31:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 02:13:59noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 21:41:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 18:14:31noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 20:14:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 18:14:3noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 20:14:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 12:28:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 02:14:30noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 00:08:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 22:12:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 21:05:9noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:39:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 18:38:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 13:18:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Chris_W1
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Message 42 of 57
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Re: Connection drops, twice a day at least!

Hi baldyslaphead59, thanks for the message. I have looked into this for you and can see that an engineer will look at this. you will be able to check this via the online account.,^Chris

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baldyslaphead59
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Message 43 of 57
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Re: Connection drops, twice a day at least!

Hi  Chris.

Thank you for this.

Can I just ask if the scheduled visit for today is still happening in light of this too?

I've been advised an engineer is calling between 12 and 4 today, although this still doesn't show on my appointments section in my account!

My upstream figures appear to be the issue (so I'm told, being around 29 is too low apparently) but even though these figures appear to be remaining constant, I've NOT had any dropouts now for about a week or so!

Current figures are below.

Upstream bonded channels

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

16030000029512064 qam1
23940000027.5512064 qam4
34620000027.5512064 qam3
45370000029512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0020
3ATDMA0010
4ATDMA0020

 

Network Log

Time Priority Description

09/11/2021 20:00:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 09:13:20noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 09:13:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 14:19:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 08:23:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 08:23:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2021 10:04:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 01:36:32noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 01:31:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 02:13:59noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 21:41:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2021 18:14:31noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 20:14:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 18:14:3noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 20:14:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 12:28:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 02:14:30noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2021 00:08:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 22:12:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 21:05:9noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Kath_F
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Message 44 of 57
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Re: Connection drops, twice a day at least!

Hi Chris, 

Thanks for coming back to us. 

How did the engineer visit go? Sometimes it can take up to 24 hours for the appointment to show under your My Orders. If the visit for within 24 hours then it may not show at all. 

Did the engineer come? How have things been since you last posted? 

If things haven't improved then pop back here and let us know so we can take another look at things. 

Thanks,

Kath_F
Forum Team




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baldyslaphead59
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Message 45 of 57
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Re: Connection drops, twice a day at least!

Hi.

Engineer did arrive and has increased my upstream.

Prior to the visit I hadn't had any dropouts and this is till the case until now, so hopefully all is good now, but will let you know should there be any future problems.

Baldy

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Message 46 of 57
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Re: Connection drops, twice a day at least!

The regularity of "Atom is restarting" messages make me think that there's something badly wrong with the hub if they continue to appear.  If it works OK without dropouts then I suppose you may not care, but somebody who wrote the hub's firmware thought that this was a significant enough event to merit writing to the Network log.  And yours seems to be doing it all the time, when the normal number of "Atom is restarting" errors is zero. 

As a personal view I would hazard a guess that some connection or critical component inside the hub is failing, that's causing the Atom process running on one of the hub's processors to abort and be restarted.  I'm surprised that the forum staff haven't picked this up and either referred it to the VM product team in order to explain what the error refers to, what is causing it, and justify if they claim it is not a problem.  Or better still they could just have arranged for a replacement hub.  

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baldyslaphead59
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Message 47 of 57
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Re: Connection drops, twice a day at least!

An engineer did attend, on 10th November, and sorted out the drop-outs, it appears though, to be affecting my download speed, as since then, its been low most days.

The last time it got anywhere near my estimated speed was a month ago, and ever since has been below 50% of the predicted download speed of 200 Mbps.

 

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Lee_R
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Message 48 of 57
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Re: Connection drops, twice a day at least!

Hi baldyslaphead59 thanks for getting back to us.

Sorry to hear you're having reduced broadband speeds. I would like to take a closer look into this on your behalf.  I am going to send you a private messgae.

Regards

 

Lee_R

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Lee_R
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Message 49 of 57
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Re: Connection drops, twice a day at least!

Hi @baldyslaphead59

Thanks for confirming your details with me.  I have booked the first available technician appointment to attend your property.  You can view and amend the appointment here.

Regards


Lee_R 

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Rodinbangor
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Message 50 of 57
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Re: Connection drops, twice a day at least!

Ditto.

Mine is exactly the same.

Most unreliable broadband connection I've ever had with any ISP.

Going to be telling them to get it fixed or get it out very soon.

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