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Connection keeps dropping

Sebsebseb
Tuning in

Good day,

We had VM for a while now but last few months it keeps annoying me. So the situation is that the Internet just going for 30-60 seconds and then coming back. It is no a Wi-Fi and router (Hub 5) still shows white, steady light. 
Every time I do testes on VM website, it comes back hat i need to reboot the router, as there is nothing wrong. 

We had VM technician coming few times, replacing socket, cable in house (from the socket to the router), replacing router itself. I then just gave up and got 5G as a backup....

Could someone have a quick look at the below logs and let me know if there is anything 'obvious'? I just do not want another technical coming and saying 'nothing is wrong', etc.. 

Thank you in advance

Screenshot 2024-05-28 160905.png

Network Log

Time

Priority

Description

28-05-2024 16:11:40

notice

GUI Login Status - Login Success from LAN interface

28-05-2024 16:10:12

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:34:54

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:29:51

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:19:59

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:14:56

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:51

warning

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:51

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:51

warning

Dynamic Range Window violation

28-05-2024 14:02:50

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:50

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:49

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:02:49

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:01:50

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:01:43

notice

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:01:05

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 14:01:03

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:59:54

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:57:57

notice

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:56:01

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:56:00

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:04:23

notice

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:53

warning

Dynamic Range Window violation

28-05-2024 13:01:53

warning

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:52

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:50

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:50

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:41

notice

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:41

error

DBC-ACK not received;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:01:38

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:00:09

warning

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 13:00:01

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

28-05-2024 12:56:39

notice

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXXXXXX;CMTS-MAC=XXXXXXX;CM-QOS=1.1;CM-VER=3.1;

27-05-2024 11:11:43

notice

GUI Login Status - Login Success from LAN interfa

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions

Client62
Legend

The Post Rs aka Uncorrectable errors across all Downstream channels and Upstream T3 Timeouts would be my concern ... especially if the numbers are still rising.


3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41150307360
2Locked40550554721
3Locked407523217398
4Locked418992218841
5Locked4117011532456
6Locked4114906127806
7Locked41590189879
8Locked41187107553
9Locked41135684667

 

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked426.180386219031543

 

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0030
1ATDMA00300
2ATDMA001380
3ATDMA00390
4ATDMA001540

See where this Helpful Answer was posted

10 REPLIES 10

Client62
Legend

The log tab is a lot less enlightening that one might wish.   Could you share the information from the Upstream and the Downstream tabs so we get to see any issues in the signal power levels / errors  / modulation modes.

Thank you for the reply. 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000006.541QAM 25625
21470000005.840QAM 2562
31550000006.240QAM 2563
41630000006.341QAM 2564
51710000006.541QAM 2565
61790000006.941QAM 2566
71870000007.241QAM 2567
81950000007.441QAM 2568
92030000007.641QAM 2569
102110000007.941QAM 25610
112190000007.541QAM 25611
122270000007.241QAM 25612
132350000006.941QAM 25613
142430000006.941QAM 25614
152510000006.641QAM 25615
162590000006.441QAM 25616
172670000006.441QAM 25617
182750000006.341QAM 25618
192830000006.341QAM 25619
202910000006.541QAM 25620
212990000006.641QAM 25621
223070000006.441QAM 25622
233150000006.341QAM 25623
243230000006.341QAM 25624
253390000006.441QAM 25626
263470000006.642QAM 25627
273550000006.842QAM 25628
283630000006.842QAM 25629
293710000006.842QAM 25630
303790000006.942QAM 25631
31387000000742QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41150307360
2Locked40550554721
3Locked407523217398
4Locked418992218841
5Locked4117011532456
6Locked4114906127806
7Locked41590189879
8Locked41187107553
9Locked41135684667
10Locked4178914383
11Locked4154403331
12Locked4155773371
13Locked41127214170
14Locked41121364155
15Locked41209844926
16Locked41197624631
17Locked41103054662
18Locked41189705893
19Locked41138547769
20Locked41195176963
21Locked41197837541
22Locked41188477812
23Locked41158926109
24Locked41142205940
25Locked41129086177
26Locked42124596713
27Locked42117586587
28Locked42111856111
29Locked4299245560
30Locked4299326217
31Locked4283645714

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)
33Locked426.180386219031543

Sebsebseb
Tuning in

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000046.85120QAM 641
14310000046.35120QAM 642
23660000046.55120QAM 643
330100000465120QAM 644
42360000045.85120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0030
1ATDMA00300
2ATDMA001380
3ATDMA00390
4ATDMA001540

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
6OFDMA2087400000010

Client62
Legend

The Post Rs aka Uncorrectable errors across all Downstream channels and Upstream T3 Timeouts would be my concern ... especially if the numbers are still rising.


3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41150307360
2Locked40550554721
3Locked407523217398
4Locked418992218841
5Locked4117011532456
6Locked4114906127806
7Locked41590189879
8Locked41187107553
9Locked41135684667

 

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked426.180386219031543

 

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0030
1ATDMA00300
2ATDMA001380
3ATDMA00390
4ATDMA001540

Zach_R
Forum Team
Forum Team

Hi @Sebsebseb,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm sorry to hear you've been experiencing some connection issues recently. I've checked over things on our systems and I can't detect any faults currently that would explain these issues you've been facing. Are your service issues ongoing today, or have things improved since your posts?

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


Hi Zach_R

The issue has been ongoing for months now (since last engineers visit) and is still affecting the service. 

Sorry to hear this, let me send you a DM and we can take a look.

 

Matt - Forum Team


New around here?

Matthew_ML
Forum Team
Forum Team

Glad we've managed to get the ball rolling on this for you 🙂 

Matt - Forum Team


New around here?

Sebsebseb
Tuning in

So we had engineer coming yesterday (thanks Matt). He checked all connection and signal, etc. Said nothing wrong and it must be a router. New router fitted, but after few hours connection was playing up again. Today, we are back in square one with internet connection dropping every 30 minutes or so. 

New graph shows lost packages at the same rate as before replacement router

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9ed7fec8f3f46fc6b71dba4dd8450bc42b83797d