on 30-10-2023 07:18
Hi my internet keeps dropping, I had a no show technician appointment last week who just sat in his van then drove off, so the problem still remains.
Log is below if anyone can help
Network Log
Time | Priority | Description |
29-10-2023 21:17:12 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:17:03 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:17:01 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:11 | warning | ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:10 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:09 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:09 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:11:32 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:03:42 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 20:58:38 | error | DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 20:58:35 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 19:32:07 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 19:27:04 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 17:38:15 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 16:06:39 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
29-10-2023 16:06:35 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 16:06:30 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 16:06:22 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 16:06:20 | notice | Honoring MDD; IP provisioning mode = IPv4 |
29-10-2023 16:05:59 | critical | Cable Modem Reboot because of - HW or Power-On Reset |
29-10-2023 16:05:59 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 06:14:08 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 06:13:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 06:13:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 06:13:33 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 06:13:32 | critical | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 06:13:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 06:13:09 | critical | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 06:12:58 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 06:12:57 | critical | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 30-10-2023 15:17
Need to see the full data set... as per this...
____________________________________
Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages (you have done this already). Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality
on 30-10-2023 17:18
Downstream channels
1 | 330000000 | 5.1 | 41 | QAM 256 | 25 |
2 | 138000000 | 5.4 | 40 | QAM 256 | 1 |
3 | 146000000 | 4.9 | 40 | QAM 256 | 2 |
4 | 154000000 | 4.8 | 40 | QAM 256 | 3 |
5 | 162000000 | 4.8 | 40 | QAM 256 | 4 |
6 | 170000000 | 4.7 | 40 | QAM 256 | 5 |
7 | 178000000 | 4.7 | 40 | QAM 256 | 6 |
8 | 186000000 | 4.7 | 40 | QAM 256 | 7 |
9 | 194000000 | 5 | 40 | QAM 256 | 8 |
10 | 202000000 | 4.9 | 40 | QAM 256 | 9 |
11 | 210000000 | 5.1 | 40 | QAM 256 | 10 |
12 | 218000000 | 5 | 40 | QAM 256 | 11 |
13 | 226000000 | 4.9 | 41 | QAM 256 | 12 |
14 | 234000000 | 4.8 | 40 | QAM 256 | 13 |
15 | 242000000 | 4.6 | 40 | QAM 256 | 14 |
16 | 250000000 | 4.6 | 40 | QAM 256 | 15 |
17 | 258000000 | 4.7 | 40 | QAM 256 | 16 |
18 | 266000000 | 4.9 | 40 | QAM 256 | 17 |
19 | 274000000 | 5 | 40 | QAM 256 | 18 |
20 | 282000000 | 5 | 40 | QAM 256 | 19 |
21 | 290000000 | 5.1 | 41 | QAM 256 | 20 |
22 | 298000000 | 5 | 40 | QAM 256 | 21 |
23 | 306000000 | 5.1 | 41 | QAM 256 | 22 |
24 | 314000000 | 5.1 | 41 | QAM 256 | 23 |
25 | 322000000 | 5.2 | 41 | QAM 256 | 24 |
26 | 338000000 | 5.2 | 40 | QAM 256 | 26 |
27 | 346000000 | 4.9 | 41 | QAM 256 | 27 |
28 | 354000000 | 4.9 | 40 | QAM 256 | 28 |
29 | 362000000 | 5 | 41 | QAM 256 | 29 |
30 | 370000000 | 5.1 | 41 | QAM 256 | 30 |
31 | 378000000 | 5.3 | 41 | QAM 256 | 31 |
3.0 Downstream channels
1 | Locked | 41 | 2 | 0 |
2 | Locked | 40 | 3 | 0 |
3 | Locked | 40 | 1 | 0 |
4 | Locked | 40 | 4 | 0 |
5 | Locked | 40 | 3 | 0 |
6 | Locked | 40 | 1 | 0 |
7 | Locked | 40 | 1 | 0 |
8 | Locked | 40 | 0 | 0 |
9 | Locked | 40 | 4 | 0 |
10 | Locked | 40 | 2 | 0 |
11 | Locked | 40 | 0 | 0 |
12 | Locked | 40 | 1 | 0 |
13 | Locked | 41 | 3 | 0 |
14 | Locked | 40 | 4 | 0 |
15 | Locked | 40 | 0 | 0 |
16 | Locked | 40 | 1 | 0 |
17 | Locked | 40 | 2 | 0 |
18 | Locked | 40 | 4 | 0 |
19 | Locked | 40 | 3 | 0 |
20 | Locked | 40 | 0 | 0 |
21 | Locked | 41 | 5 | 0 |
22 | Locked | 40 | 3 | 0 |
23 | Locked | 41 | 2 | 0 |
24 | Locked | 41 | 2 | 0 |
25 | Locked | 41 | 2 | 0 |
26 | Locked | 40 | 4 | 0 |
27 | Locked | 41 | 3 | 0 |
28 | Locked | 40 | 8 | 0 |
29 | Locked | 41 | 2 | 0 |
30 | Locked | 41 | 2 | 0 |
31 | Locked | 41 | 1 | 0 |
3.1 Downstream channels
33 | 92 | 4K | 1800 | QAM 4096 | 1128 |
3.1 Downstream channels
33 | Locked | 41 | 5.0 | 1562757254 | 5 |
3.0 Downstream channels
1 | 330000000 | 5.1 | 41 | QAM 256 | 25 |
2 | 138000000 | 5.4 | 40 | QAM 256 | 1 |
3 | 146000000 | 4.9 | 40 | QAM 256 | 2 |
4 | 154000000 | 4.8 | 40 | QAM 256 | 3 |
5 | 162000000 | 4.8 | 40 | QAM 256 | 4 |
6 | 170000000 | 4.7 | 40 | QAM 256 | 5 |
7 | 178000000 | 4.7 | 40 | QAM 256 | 6 |
8 | 186000000 | 4.7 | 40 | QAM 256 | 7 |
9 | 194000000 | 5 | 40 | QAM 256 | 8 |
10 | 202000000 | 4.9 | 40 | QAM 256 | 9 |
11 | 210000000 | 5.1 | 40 | QAM 256 | 10 |
12 | 218000000 | 5 | 40 | QAM 256 | 11 |
13 | 226000000 | 4.9 | 41 | QAM 256 | 12 |
14 | 234000000 | 4.8 | 40 | QAM 256 | 13 |
15 | 242000000 | 4.6 | 40 | QAM 256 | 14 |
16 | 250000000 | 4.6 | 40 | QAM 256 | 15 |
17 | 258000000 | 4.7 | 40 | QAM 256 | 16 |
18 | 266000000 | 4.9 | 40 | QAM 256 | 17 |
19 | 274000000 | 5 | 40 | QAM 256 | 18 |
20 | 282000000 | 5 | 40 | QAM 256 | 19 |
21 | 290000000 | 5.1 | 41 | QAM 256 | 20 |
22 | 298000000 | 5 | 40 | QAM 256 | 21 |
23 | 306000000 | 5.1 | 41 | QAM 256 | 22 |
24 | 314000000 | 5.1 | 41 | QAM 256 | 23 |
25 | 322000000 | 5.2 | 41 | QAM 256 | 24 |
26 | 338000000 | 5.2 | 40 | QAM 256 | 26 |
27 | 346000000 | 4.9 | 41 | QAM 256 | 27 |
28 | 354000000 | 4.9 | 40 | QAM 256 | 28 |
29 | 362000000 | 5 | 41 | QAM 256 | 29 |
30 | 370000000 | 5.1 | 41 | QAM 256 | 30 |
31 | 378000000 | 5.3 | 41 | QAM 256 | 31 |
3.0 Downstream channels
1 | Locked | 41 | 2 | 0 |
2 | Locked | 40 | 3 | 0 |
3 | Locked | 40 | 1 | 0 |
4 | Locked | 40 | 4 | 0 |
5 | Locked | 40 | 3 | 0 |
6 | Locked | 40 | 1 | 0 |
7 | Locked | 40 | 1 | 0 |
8 | Locked | 40 | 0 | 0 |
9 | Locked | 40 | 4 | 0 |
10 | Locked | 40 | 2 | 0 |
11 | Locked | 40 | 0 | 0 |
12 | Locked | 40 | 1 | 0 |
13 | Locked | 41 | 3 | 0 |
14 | Locked | 40 | 4 | 0 |
15 | Locked | 40 | 0 | 0 |
16 | Locked | 40 | 1 | 0 |
17 | Locked | 40 | 2 | 0 |
18 | Locked | 40 | 4 | 0 |
19 | Locked | 40 | 3 | 0 |
20 | Locked | 40 | 0 | 0 |
21 | Locked | 41 | 5 | 0 |
22 | Locked | 40 | 3 | 0 |
23 | Locked | 41 | 2 | 0 |
24 | Locked | 41 | 2 | 0 |
25 | Locked | 41 | 2 | 0 |
26 | Locked | 40 | 4 | 0 |
27 | Locked | 41 | 3 | 0 |
28 | Locked | 40 | 8 | 0 |
29 | Locked | 41 | 2 | 0 |
30 | Locked | 41 | 2 | 0 |
31 | Locked | 41 | 1 | 0 |
3.1 Downstream channels
33 | 92 | 4K | 1800 | QAM 4096 | 1128 |
3.1 Downstream channels
33 | Locked | 41 | 5.0 | 1562757254 | 5 |
on 30-10-2023 17:20
3.0 Upstream channels
0 | 49600000 | 42.3 | 5120 | QAM 64 | 6 |
1 | 43100000 | 42 | 5120 | QAM 64 | 7 |
2 | 36600000 | 41.3 | 5120 | QAM 64 | 8 |
3 | 30100000 | 40.8 | 5120 | QAM 64 | 9 |
4 | 23600000 | 40.5 | 5120 | QAM 64 | 10 |
3.0 Upstream channels
0 | ATDMA | 0 | 0 | 70 | 0 |
1 | ATDMA | 0 | 0 | 69 | 0 |
2 | ATDMA | 0 | 0 | 41 | 0 |
3 | ATDMA | 0 | 0 | 52 | 0 |
4 | ATDMA | 0 | 0 | 40 | 0 |
3.1 Upstream channels
12 | 10.4 | 37.5 | 2K | QAM 256 |
3.1 Upstream channels
12 | OFDMA | 208 | 74000000 | 69 | 0 |
on 30-10-2023 17:22
Network Log
30-10-2023 08:14:49 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
30-10-2023 06:11:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
30-10-2023 06:11:53 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
30-10-2023 06:11:53 | critical | 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
30-10-2023 01:18:32 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:17:35 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
29-10-2023 21:17:27 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:17:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:17:22 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:17:16 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:17:12 | notice | Honoring MDD; IP provisioning mode = IPv4 |
29-10-2023 21:17:03 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:17:01 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:11 | warning | ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:10 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:09 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:16:09 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:11:32 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 21:03:42 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 20:58:38 | error | DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 20:58:35 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 19:32:07 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 19:27:04 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 17:38:15 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 16:06:39 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
29-10-2023 16:06:35 | notice | US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 16:06:30 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 16:06:22 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
29-10-2023 16:06:20 | notice | Honoring MDD; IP provisioning mode = IPv4 |
29-10-2023 16:05:59 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 31-10-2023 15:17
Need to see the BQM for the full picture - post the link to share live graph
But... T3 time outs are concerning... can you do this..
Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.
Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that any RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
on 31-10-2023 20:12
Thanks
I’ve just setup BQM
will leave for a day or two to get good readings
thanks
on 01-11-2023 06:58
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9d418e74212c5b2eb17baab3f32a6db21561581
on 02-11-2023 20:44
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9d418e74212c5b2eb17baab3f32a6db21561581
on 03-11-2023 01:07
Hey Jon,
You're having the same issue as me. (Well, one of the issues, I'm also getting about 50Mbps now on a 1170Mbps contract...)
They're not going to fix it. Start the complaints process now, take it to the ombudsman after 8 weeks, and try to get out of your contract. Trying to approach this as a technical support problem is a waste of your time, they do not intend on trying to fix this. You are one of many, many customers around the UK facing this issue.
Virgin know about it, but they are not going to try to fix it.
Complain to Virgin: https://www.virginmedia.com/help/complaints
Complain to OfCom: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/broadband-landli...
From 8 weeks after your initial complaint, Virgin will not have fixed the issue, so you can escalate to the ombudsman and try to get out of your contract. Track everything and start compiling it all together as a legal file. Screenshots, emails, dates, etc.