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Does anyone get us channel changed all the time in the error logs on the hub5?

RockerSBM
Fibre optic

Hi virgin 

Again im not convinced the upstream channels are not working right saw all channels drop to 32 QAM and come on to check today loads of t3 errors and again to noise has hit the downstream to when this happened.

and last night on the pc internet brower kept freezing and not responding to after the t3 error working ok

also why is the upstream channel always changing in the erorr logs?

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000043.85120QAM 641
143100000435120QAM 642
23660000042.85120QAM 643
33010000042.85120QAM 644
42360000041.85120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA00170
1ATDMA00180
2ATDMA00170
3ATDMA00160
4ATDMA00160

 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000005.640QAM 25625
21390000006.339QAM 2561
31470000006.239QAM 2562
41550000006.239QAM 2563
51630000006.239QAM 2564
61710000005.840QAM 2565
71790000005.440QAM 2566
81870000005.340QAM 2567
91950000005.340QAM 2568
102030000005.140QAM 2569
112110000005.240QAM 25610
12219000000539QAM 25611
13227000000540QAM 25612
142350000004.940QAM 25613
152430000004.740QAM 25614
162510000004.440QAM 25615
172590000004.440QAM 25616
182670000004.840QAM 25617
192750000005.140QAM 25618
202830000005.340QAM 25619
212910000005.640QAM 25620
222990000005.840QAM 25621
233070000005.940QAM 25622
243150000005.940QAM 25623
253230000005.840QAM 25624
263390000005.740QAM 25626
273470000005.640QAM 25627
283550000005.540QAM 25628
293630000005.440QAM 25629
303710000004.940QAM 25630
313790000004.740QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40637
2Locked391231
3Locked39931
4Locked39935
5Locked391232
6Locked401342
7Locked401932
8Locked401230
9Locked40819
10Locked401240
11Locked40822
12Locked39918
13Locked40821
14Locked401373
15Locked40524
16Locked401378
17Locked401124
18Locked401378
19Locked40682
20Locked40523
21Locked40824
22Locked401175
23Locked40832
24Locked40829
25Locked40721
26Locked40977
27Locked401381
28Locked40878
29Locked40983
30Locked401132
31Locked401077

 

 
 
 
RockerSBM_0-1683718004798.png

 

125 REPLIES 125

Hi andrewmm,

Thank you for reaching out, sorry to hear you are facing issues still, I was able to locate you on our system with the details we have for you and can see some short term connection issues, this is indicating possible lose connections, can you check all connections comin into the property are hand tight, this inclused all equipment, all splitters both powered and standard.

Regards

Paul.

Reboot of the hub, pinhole reset, in a way, that’s not necessarily a bad response, as these actions probably fix the majority of issues. And, of course VM’s customer service provision is entirely geared to ‘fix the majority of obvious issues’.

The problem is when a minority of callers have an issue where this doesn’t work - in which case all four wheels seem to promptly fall of the VM support wagon!

It does seem to me that VM have decided as a corporate strategy to deploy ‘support in breadth’, ie employ lots of people who can deal with the vast majority of calls, based simply on following a pre-set scripted responses. What they seem to lack is ‘support in depth’, is there even any customer facing second or third line support? Do these people actually exist? Reports on here would suggest not!

If ‘turn it off and on again’ doesn’t work then it all seems to fall apart - and then we get to the outright lies, ‘a manager will call you back’, no they won’t. ‘We’ll send this to IT and it’ll take five or seven or fourteen days, depending on which agent you happen to be speaking to, to resolve’. Actually no they haven’t, they’ve just closed the call and moved on - sorry, who are you again?

Cynic? Me? No absolutely not! 

Hi Paul

Yes everything is tight ive already had loads of tech round its to do with the network again other day more noise on the downstream channels. All i want to know if why is the upstream changing all the time? clearly something causing the downstream channels with noise its not alot i know! but its still a fault! i have been moved around in the cab so if its not my cab its the network same for the upstream i believe that needs sorting too and its always been the case here when i got my house but vm doesnt seem to know the cause of it.

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000005.940QAM 25625
21390000006.639QAM 2561
31470000006.539QAM 2562
41550000006.539QAM 2563
51630000006.640QAM 2564
61710000006.239QAM 2565
71790000005.740QAM 2566
81870000005.640QAM 2567
91950000005.640QAM 2568
102030000005.540QAM 2569
112110000005.640QAM 25610
122190000005.440QAM 25611
132270000005.340QAM 25612
142350000005.240QAM 25613
15243000000540QAM 25614
162510000004.740QAM 25615
172590000004.740QAM 25616
182670000005.140QAM 25617
192750000005.440QAM 25618
202830000005.640QAM 25619
212910000005.940QAM 25620
222990000006.140QAM 25621
233070000006.340QAM 25622
243150000006.240QAM 25623
25323000000640QAM 25624
26339000000640QAM 25626
273470000005.940QAM 25627
283550000005.840QAM 25628
293630000005.640QAM 25629
303710000005.240QAM 25630
313790000004.940QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked401183
2Locked3920110
3Locked391873
4Locked3920122
5Locked4018107
6Locked3924121
7Locked402774
8Locked401979
9Locked401362
10Locked4018122
11Locked401659
12Locked401653
13Locked401794
14Locked4020107
15Locked401064
16Locked4020101
17Locked401747
18Locked402098
19Locked4010104
20Locked40947
21Locked4021101
22Locked4014100
23Locked401554
24Locked401351
25Locked401143
26Locked4018153
27Locked4018105
28Locked4014114
29Locked4016168
30Locked401669
31Locked4021112

Hi vmuser1812

im well aware of what vm do same at my mums b4 getting my own house! that went on years untill i told them what it was and fixed it after a day. 

Hi paul

more downstream noise.

Refresh data

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000005.740QAM 25625
21390000006.439QAM 2561
31470000006.239QAM 2562
41550000006.339QAM 2563
51630000006.339QAM 2564
61710000005.940QAM 2565
71790000005.439QAM 2566
81870000005.339QAM 2567
91950000005.340QAM 2568
102030000005.240QAM 2569
112110000005.340QAM 25610
122190000005.140QAM 25611
13227000000540QAM 25612
142350000004.940QAM 25613
152430000004.840QAM 25614
162510000004.440QAM 25615
172590000004.540QAM 25616
182670000004.940QAM 25617
192750000005.240QAM 25618
202830000005.440QAM 25619
212910000005.740QAM 25620
222990000005.840QAM 25621
23307000000640QAM 25622
243150000005.940QAM 25623
253230000005.840QAM 25624
263390000005.840QAM 25626
273470000005.740QAM 25627
283550000005.640QAM 25628
293630000005.440QAM 25629
30371000000540QAM 25630
313790000004.740QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked401396
2Locked3935167
3Locked392373
4Locked3928177
5Locked3926167
6Locked4027121
7Locked3933131
8Locked392089
9Locked401762
10Locked4024122
11Locked402370
12Locked4024113
13Locked4024108
14Locked4023166
15Locked401779
16Locked4022117
17Locked4023106
18Locked402498
19Locked4011104
20Locked401457
21Locked4029101
22Locked4017100
23Locked401854
24Locked401551
25Locked401543
26Locked4023203
27Locked4021120
28Locked4018129
29Locked4021181
30Locked402484
31Locked4029175
 


@RockerSBM wrote:

more downstream noise.

 
 

how do you know?

do tests here

Packet Loss Test – Test Your Connection Quality

---------------------------------------------------------------

Hey legacy1

Upload Packet Loss
🠥 0.0%
(0 / 63)
Total Packet Loss
🠥🠧 1.6%
(1 / 63)
Download Packet Loss
🠧 1.6%
(1 / 63)
Late Packets
 0.0%
(0 / 63)

Average Latency: 120.97ms

Average Jitter: 1.22ms

Few red dots at the top

Upload Packet Loss
🠥 0.0%
(0 / 63)
Total Packet Loss
🠥🠧 1.6%
(1 / 63)
Download Packet Loss
🠧 1.6%
(1 / 63)
Late Packets
 0.0%
(0 / 63)

Average Latency: 120.97ms

Average Jitter: 1.22ms

few red dots at the top

Upload Packet Loss
🠥 0.0%
(0 / 63)
Total Packet Loss
🠥🠧 1.6%
(1 / 63)
Download Packet Loss
🠧 1.6%
(1 / 63)
Late Packets
 0.0%
(0 / 63)

Average Latency: 120.97ms

Average Jitter: 1.22ms

few red dots at the top

RockerSBM_0-1684173196840.png

 

Hey vm

did the net lose sync again last night?

RockerSBM_0-1684349127457.png

Network Log

Time Priority Description
17-05-2023 19:10:08noticeUS 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;
17-05-2023 19:10:08warningDBC-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;
17-05-2023 18:02:03noticeUS 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;
17-05-2023 18:02:03warningDBC-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;
17-05-2023 17:59:38noticeUS 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;
17-05-2023 17:59:38warningDBC-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;
17-05-2023 17:19:10noticeUS 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;
17-05-2023 17:19:10warningDBC-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;
17-05-2023 16:18:34noticeUS 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;
17-05-2023 16:18:34warningDBC-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;
17-05-2023 16:17:36noticeUS 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;
17-05-2023 16:17:36warningDBC-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;
17-05-2023 15:38:11warningDBC-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;
17-05-2023 15:38:11noticeUS 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;
17-05-2023 14:35:55noticeUS 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;
17-05-2023 14:35:55warningDBC-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;
17-05-2023 11:05:58warningDBC-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;
17-05-2023 11:05:58noticeUS 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;
17-05-2023 10:04:52warningDBC-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;
17-05-2023 10:04:52noticeUS 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;
17-05-2023 02:31:39noticeUS 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;
17-05-2023 02:31:39warningDBC-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;
17-05-2023 02:31:35noticeREGISTRATION COMPLETE - Waiting for Operational status
17-05-2023 02:31:29warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2023 02:31:29warningDynamic Range Window violation
17-05-2023 02:31:29warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2023 02:31:29warningDynamic Range Window violation
17-05-2023 02:31:29warningDynamic Range Window violation
17-05-2023 02:31:29warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2023 02:31:29warningDynamic Range Window violation
17-05-2023 02:31:29warningDynamic Range Window violation
17-05-2023 02:31:29warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
 

 

Hey RockerSBM,

I have looked into this and it looks like we would need to send a technician out to resolve the issues that I can see on the system.

I can arrange the visit, would you like me to do that for?

Kind Regards,

Steven_L

Hi steve 

when you send the tecnician out they say they cant find anything wrong! can you tell me from last night that the internet lost sync?