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WingedSnake
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Message 1 of 11
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Continue packet loss and Hub disconnects

My broadband is completely unusable for everybody on the house, no matter if connected through WiFi or ethernet as I am. We get lot's of T3 timeouts and pre rs errors, and I only have one channel for downstream and one for upstream. I checked regularly for the last two weeks the service status on my area, but they always say there is no problem.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b7be4d2e2c34f823538e73d3cfef968fe4f3e1f3-19-04-2021

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
363000000
Locked
Ranged Upstream Channel (Hz)
32600660
Locked
Provisioning State
Online

 

Downstream bonded channels

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

136300000011.640256 qam29



Downstream bonded channels

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

1Locked40.9370

Upstream bonded channels

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

13260066042.3512016 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00990

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060+voc-b.cm



Primary Downstream Service Flow

SFID142718
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID142717
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Network Log

Time Priority Description

15/04/2021 22:15:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 22:04:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 01:24:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 01:23:46criticalReceived 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;
13/04/2021 01:19:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 01:19:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 01:19:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 08:22:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 03:13:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 19:07:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 18:04:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 08:01:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 23:22:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2021 20:02:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 11:22:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2021 04:44:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2021 23:22:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2021 11:34:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2021 19:21:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2021 02:20:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 2 of 11
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Re: Continue packet loss and Hub disconnects

Those are awful stats!

I would:

1. Check all connections are finger tight!
if that doesn't improve things:
2. Reset the hub - Pinhole reset - disconnect any ethernet cables and hold in the reset button with a paperclip or similar for at least 60 seconds

Allow it all to come back on (if it does) - COuld take 10 minutes.

Check again and if that doesn't improve things - VM would need to book a technician visit!



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Hub 3 - Modem Mode - TP-Link Archer C7

WingedSnake
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Message 3 of 11
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Re: Continue packet loss and Hub disconnects

I forgot to mention I already tried the pinhole reset and reconnect all cables. I will try to contact VM then.

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lotharmat
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Message 4 of 11
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Re: Continue packet loss and Hub disconnects

They will pick it up on here shortly!



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Hub 3 - Modem Mode - TP-Link Archer C7

WingedSnake
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Message 5 of 11
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Re: Continue packet loss and Hub disconnects

That is nice, I would really love to avoid contacting the customer service line.
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lotharmat
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Message 6 of 11
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Re: Continue packet loss and Hub disconnects

That can be quite fraught! - And they'll likely tell you that all your woes will be cured by a magic speed increase --> Another 18 month contract --> More money!



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Hub 3 - Modem Mode - TP-Link Archer C7

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WingedSnake
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Message 7 of 11
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Re: Continue packet loss and Hub disconnects

Updating BQM : 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1ed12263d5fd371cf0819088511a30a2d44ab4e-20-04-2021
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lotharmat
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Message 8 of 11
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Re: Continue packet loss and Hub disconnects

That does look borked beyond belief!



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Hub 3 - Modem Mode - TP-Link Archer C7

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WingedSnake
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Message 9 of 11
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Re: Continue packet loss and Hub disconnects

I know right? Something's terribly wrong, and I hope VM sees it soon.
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Hayley_S
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Message 10 of 11
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Re: Continue packet loss and Hub disconnects

Hello @WingedSnake,

 

Welcome to the community page, thank you for posting on here.

 

I am sorry that your internet has not been working for you and your household.

 

I am unable to locate your account using your forums details, I would like to help you further, I will send you a private message so we can do this together.

 

Look forward to hearing back from you.

 

 

Hayley
Forum Team



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