Forum Discussion

denizen's avatar
denizen
On our wavelength
2 years ago

Daily multiple disconnections

3 complaints raised, one disappeared, another one closed without any promised contact.

Daily and multiple disconnections noticed regularly since March 2023.

Ethernet connection.

BQM link:

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/4f61b29467d64e49908827757a5120c2d1f07f6f]My Broadband Ping[/url]
 
disconnecting
Disconnections
  • denizen's avatar
    denizen
    On our wavelength
    2 years ago

    Downstream levels 

    3.0 Downstream channels

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

    26338750000-0.137.6QAM25626
    11387500005.737.6QAM2561
    21467500005.137.6QAM2562
    31547500005.238.6QAM2563
    41627500004.737.6QAM2564
    5170750000437.4QAM2565
    61787500003.537.4QAM2566
    71867500003.637.6QAM2567
    81947500003.337.6QAM2568
    92027500003.337.6QAM2569
    102107500003.437.6QAM25610
    112187500003.538.6QAM25611
    122267500003.538.6QAM25612
    132347500003.237.6QAM25613
    142427500003.437.6QAM25614
    152507500003.537.4QAM25615
    162587500003.637.6QAM25616
    172667500003.237.6QAM25617
    182747500002.938.6QAM25618
    192827500002.337.6QAM25619
    20290750000237.6QAM25620
    212987500001.537.6QAM25621
    223067500001.237.6QAM25622
    233147500000.837.6QAM25623
    243227500000.337.6QAM25624
    25330750000-0.237.6QAM25625
    27346750000037.4QAM25627
    28354750000-0.137.4QAM25628
    29362750000037.4QAM25629
    30370750000037.4QAM25630
    31378750000-0.336.6QAM25631



    3.0 Downstream channels

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

    26Locked37.63627600
    1Locked37.63627600
    2Locked37.63627600
    3Locked38.60537700
    4Locked37.63627600
    5Locked37.35598800
    6Locked37.35598800
    7Locked37.63627600
    8Locked37.63627600
    9Locked37.63627600
    10Locked37.63627600
    11Locked38.60537700
    12Locked38.60537700
    13Locked37.63627600
    14Locked37.63627600
    15Locked37.35598800
    16Locked37.63627600
    17Locked37.63627600
    18Locked38.60537700
    19Locked37.63627600
    20Locked37.63627600
    21Locked37.63627600
    22Locked37.63627600
    23Locked37.63627600
    24Locked37.63627600
    25Locked37.63627600
    27Locked37.35598800
    28Locked37.35598800
    29Locked37.35598800
    30Locked37.35598800
    31Locked36.60965300



    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159964K1840QAM4096759


    3.1 Downstream channels

    Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
    159Locked37-512860243452894

     

     
  • denizen's avatar
    denizen
    On our wavelength
    2 years ago

    Upstream levels

     

    3.0 Upstream channels

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

    143100000415120 KSym/secQAM642
    22360000038.55120 KSym/secQAM645
    33010000039.55120 KSym/secQAM644
    436600000405120 KSym/secQAM643
    54960000041.55120 KSym/secQAM641



    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000



    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    610.037.02KQAM128


    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA20053.940
  • denizen's avatar
    denizen
    On our wavelength
    2 years ago

    Network log today - 

     

    Time Priority Description

    Sat 30/12/2023
    15:58:55    		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 30/12/2023
    15:27:40    		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 30/12/2023
    14:49:08    		6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 30/12/2023
    11:47:39    		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 30/12/2023
    07:16:55    		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Sat 30/12/2023
    04:00:53    		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      2 years ago

      Not much I can see in there, only one main issue on the BQM at ~4.30.

      What devices are you connecting on ethernet cables directly to the Hub3 and what are you connecting on the wifi?  Do you see the same effects on both simultaneously? 

      What Hub model is it and what are the various Hub lights showing/doing when this happens - is the base light a steady white(ish) or flashing green or something else?

      Finally,what have VM said to you regarding your connection issues and complaints and have you checked for "known issues" on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

      • denizen's avatar
        denizen
        On our wavelength
        2 years ago

        Just my PC connected via ethernet. 

        No known outage in my area.

        VM have been completely unhelpful, promising call backs from managers when their outsourced call centre script reading can't help. 

        I've had no call backs and have had complaints disappear. 

        The issue I see is always on my ethernet connection. I have tried many different cables, all coax connections are snug, i've had one engineer round who tbh looked like he couldn't he **bleep** to be here and said nothing wrong here. 

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    BQM to hub shows mostly fine but then this is not over Ethernet so maybe your PC needs reinstalling.

    Or you can use hub in modem mode with the PC allowing inbound ICMP remote IP 80.249.99.164 by firewall on a new BQM to show the problem over night

  • denizen's avatar
    denizen
    On our wavelength
    2 years ago

    Thanks. I have the hub 5 arriving today to test.
    I will update, hopefully with positive news.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      2 years ago

      Hi denizen

      Thank you for the update.

      Please do let us know if the new Hub has improved things.

      Please pop back to us when you can. 

      • denizen's avatar
        denizen
        On our wavelength
        2 years ago

        I am still getting daily multiple disconnections from 10 seconds to a minute or two.

        Now on hub5, all ethernet, tried new cables, ports etc. In router mode.

        Broadband Quality monitor doesn't really show the disconnections, the latency spikes but only now and then are the disconnections appearing as the small red blips at the top.

        Here's a good example -

        Network Log

        Time Priority Description
        11-03-2024 23:54:27noticeGUI Login Status - Login Success from LAN interface
        11-03-2024 22:29:19noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        11-03-2024 22:29:19warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        11-03-2024 21:44:39noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        11-03-2024 21:44:39warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        11-03-2024 21:44:04noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        11-03-2024 21:44:04warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        11-03-2024 11:36:50errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 05:03:04noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 05:03:04warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 02:51:56warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 02:51:56noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 02:39:08noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 02:39:08warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 02:11:37noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 02:11:37warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 01:31:21warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 01:31:21noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 01:21:17noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 01:21:17warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 01:01:08warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 01:01:08noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 00:10:33noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        09-03-2024 00:10:33warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        08-03-2024 18:17:28noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        08-03-2024 18:17:28warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        08-03-2024 18:07:22warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        08-03-2024 18:07:22noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        08-03-2024 13:25:04warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        08-03-2024 13:25:04noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        08-03-2024 13:04:54warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        08-03-2024 13:04:54noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        07-03-2024 23:36:49errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        01-03-2024 20:13:31noticeGUI Login Status - Login Success from LAN interface
        01-03-2024 20:12:25noticeGUI Login Status - Login Success from LAN interface
        01-03-2024 20:11:37noticeGUI Login Status - Login Success from LAN interface
        01-03-2024 20:09:57noticeGUI Login Status - Login Fail from LAN interface

         

         

         

         

  • denizen's avatar
    denizen
    On our wavelength
    2 years ago

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1306000000341QAM 25622
    21380000006.141QAM 2561
    31460000005.841QAM 2562
    41540000005.641QAM 2563
    51620000005.441QAM 2564
    6170000000541QAM 2565
    71780000004.841QAM 2566
    81860000004.741QAM 2567
    91940000004.941QAM 2568
    102020000004.741QAM 2569
    112100000004.941QAM 25610
    122180000004.741QAM 25611
    132260000004.741QAM 25612
    142340000004.441QAM 25613
    152420000004.341QAM 25614
    16250000000441QAM 25615
    172580000003.941QAM 25616
    182660000003.841QAM 25617
    192740000003.741QAM 25618
    202820000003.641QAM 25619
    212900000003.541QAM 25620
    222980000003.241QAM 25621
    233140000002.841QAM 25623
    243220000002.541QAM 25624
    253300000002.341QAM 25625
    263380000002.141QAM 25626
    27346000000241QAM 25627
    283540000001.741QAM 25628
    293620000001.641QAM 25629
    303700000001.441QAM 25630
    313780000001.241QAM 25631
    323860000000.740QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked41820
    2Locked41890
    3Locked41610
    4Locked41730
    5Locked41930
    6Locked41610
    7Locked41800
    8Locked41800
    9Locked41780
    10Locked41860
    11Locked41760
    12Locked41720
    13Locked41750
    14Locked41750
    15Locked41760
    16Locked41770
    17Locked41770
    18Locked41940
    19Locked41840
    20Locked41840
    21Locked41790
    22Locked41930
    23Locked41710
    24Locked41650
    25Locked41870
    26Locked41850
    27Locked41730
    28Locked41870
    29Locked41680
    30Locked41720
    31Locked41760
    32Locked40900

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked38-5.923618353196981
  • denizen's avatar
    denizen
    On our wavelength
    2 years ago

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000043.55120QAM 641
    143100000435120QAM 642
    236600000425120QAM 643
    33010000041.35120QAM 644
    42360000040.55120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0050
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61038.22KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA20074000000161
  • denizen's avatar
    denizen
    On our wavelength
    2 years ago

    No area issue reported. It's been a year of this now without resolution.

    I have a complaint open, and other than a missed phone call, the email that was sent to be, I have replied to but have had no answer - how can i email to someone on an open complaint?

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for coming back to us denizen, I have looked into this and our system has advised that a technician visit would be needed to resolve the issues that you're experiencing.

      I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started. I can also get a complaint raised for you once account security has been. 
      Kind Regards,
      Steven_L

  • denizen's avatar
    denizen
    On our wavelength
    2 years ago

    And when it is connected, the speeds are awful?

     

     

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for the recent update denizen.

      I understand that one of my colleagues has recently sent you a private message to assist you with the resolving of this matter.

      Can you please drop them a response?

      We will then be best placed to get to work on having this resolved

      Thanks,

      David_Bn

      • denizen's avatar
        denizen
        On our wavelength
        12 months ago

        I answered the security questions accurately and now they are asking for bank details.

        I had/have a complaint raised, but I have no email address I can reply to, so the complain will be closed again automatically.

        Can I have an email address I can reply to via my complaint?