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korejan
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High long connection drops and Zero DOCSIS 3.1 channels

Hello, we have the Gig1 Fibre service (upgraded from a previous virgin fibre package last Jan/Feb), around 3 weeks ago our internet connection keeps dropping out a lot for around 2-5 mins and connecting again, this is the connection coming into the property not any wired/wireless devices connected to the Hub 4 router. We have tried rebooting & factory resetting the Hub 4 router numerious times but after a short period the of time the results are the same.

We had a technican come around about week ago to look at it, they were monitoring the signal coming in to the building, to the router. Basically at the end of this he said the singal is weak and that there is some kind of issue with the cabling under the pavement just outside our property. He said he will book an appointment to have to the ground dug up and cables checked/fixed but that it will take 8-9 weeks for this happen as it needs to be approved by the council for example.

This is an extremly long time to get out problem fixed so we are left to deal with really bad connection drops.

I'm posting here to get some additional help and maybe report something that might have been missed or find some alternative temp solution. While looking at our hub 4 router I noticed that there are zero DOCSIS 3.1 downstream/upstream channels, this morning I have setup an BQM (please ignore the large dropped packets around 5p.m. that was me factory resetting the router again).

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cebf599a1baa266aa2765ed09c06186bf0... 

I will post the results of the router network status in the next post(s).

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korejan
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Re: High long connection drops and Zero DOCSIS 3.1 channels

here are the results of the network status:


Cable Modem Status
Item Status Comments
Cable Modem Status
Online

DOCSIS 3.1
Primary downstream channel
Locked

SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
31

4
DOCSIS 3.1 channels
0

0



3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 -5.6 37.6 QAM256 25
4 163000000 4 37.6 QAM256 4
5 171000000 3.3 37.6 QAM256 5
6 179000000 2.5 37.6 QAM256 6
7 187000000 1.9 36.4 QAM256 7
8 195000000 1.4 36.4 QAM256 8
9 203000000 0.9 36.6 QAM256 9
10 211000000 0.5 36.6 QAM256 10
11 219000000 0.1 36.6 QAM256 11
12 227000000 -0.3 37.6 QAM256 12
13 235000000 -0.7 37.4 QAM256 13
14 243000000 -1 37.6 QAM256 14
15 251000000 -1.4 37.4 QAM256 15
16 259000000 -1.4 37.6 QAM256 16
17 267000000 -2 37.4 QAM256 17
18 275000000 -3 37.4 QAM256 18
19 283000000 -4 37.4 QAM256 19
20 291000000 -4.8 37.6 QAM256 20
21 299000000 -5 37.6 QAM256 21
22 307000000 -4.8 37.6 QAM256 22
23 315000000 -5 37.6 QAM256 23
24 323000000 -5.3 37.4 QAM256 24
26 339000000 -5.8 37.6 QAM256 26
27 347000000 -6.1 37.4 QAM256 27
28 355000000 -6.7 36.6 QAM256 28
29 363000000 -7.2 37.4 QAM256 29
30 371000000 -7.6 36.6 QAM256 30
31 379000000 -8 36.6 QAM256 31
32 387000000 -8.5 36.6 QAM256 32
33 395000000 -9.1 36.6 QAM256 33
34 403000000 -9.4 36.4 QAM256 34



3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 37.636276 0 0
4 Locked 37.636276 0 0
5 Locked 37.636276 0 0
6 Locked 37.636276 0 0
7 Locked 36.386890 0 0
8 Locked 36.386890 0 0
9 Locked 36.609653 0 0
10 Locked 36.609653 0 0
11 Locked 36.609653 0 0
12 Locked 37.636276 0 0
13 Locked 37.355988 0 0
14 Locked 37.636276 0 0
15 Locked 37.355988 0 0
16 Locked 37.636276 0 0
17 Locked 37.355988 0 0
18 Locked 37.355988 1 0
19 Locked 37.355988 0 0
20 Locked 37.636276 2 0
21 Locked 37.636276 1 0
22 Locked 37.636276 2 0
23 Locked 37.636276 2 0
24 Locked 37.355988 1 0
26 Locked 37.636276 2 0
27 Locked 37.355988 2 0
28 Locked 36.609653 3 0
29 Locked 37.355988 4 0
30 Locked 36.609653 5 0
31 Locked 36.609653 6 0
32 Locked 36.609653 3 0
33 Locked 36.609653 7 0
34 Locked 36.386890 6 0


3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 44 5120 KSym/sec 64QAM 2
2 39400000 43.3 5120 KSym/sec 64QAM 4
3 46200000 43.5 5120 KSym/sec 16QAM 3
4 60300000 44.5 5120 KSym/sec 32QAM 1



3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0


General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076-b.cm



Primary Downstream Service Flow
SFID
56524
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow
SFID
56523
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort


Network Log
Time Priority Description
Thu 01/01/1970 00:01:25 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 16:49:58 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 16:50:11 5 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 16:53:14 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 17:14:55 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 17:15:24 6 CM-STATUS message sent. Event Type Code: 21; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 17:21:43 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 17:21:50 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

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korejan
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Re: High long connection drops and Zero DOCSIS 3.1 channels

Here are the results of the hub 4 router network status:


Cable Modem Status
Item Status Comments
Cable Modem Status
Online

DOCSIS 3.1
Primary downstream channel
Locked

SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
31

4
DOCSIS 3.1 channels
0

0

 

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 -5.6 37.6 QAM256 25
4 163000000 4 37.6 QAM256 4
5 171000000 3.3 37.6 QAM256 5
6 179000000 2.5 37.6 QAM256 6
7 187000000 1.9 36.4 QAM256 7
8 195000000 1.4 36.4 QAM256 8
9 203000000 0.9 36.6 QAM256 9
10 211000000 0.5 36.6 QAM256 10
11 219000000 0.1 36.6 QAM256 11
12 227000000 -0.3 37.6 QAM256 12
13 235000000 -0.7 37.4 QAM256 13
14 243000000 -1 37.6 QAM256 14
15 251000000 -1.4 37.4 QAM256 15
16 259000000 -1.4 37.6 QAM256 16
17 267000000 -2 37.4 QAM256 17
18 275000000 -3 37.4 QAM256 18
19 283000000 -4 37.4 QAM256 19
20 291000000 -4.8 37.6 QAM256 20
21 299000000 -5 37.6 QAM256 21
22 307000000 -4.8 37.6 QAM256 22
23 315000000 -5 37.6 QAM256 23
24 323000000 -5.3 37.4 QAM256 24
26 339000000 -5.8 37.6 QAM256 26
27 347000000 -6.1 37.4 QAM256 27
28 355000000 -6.7 36.6 QAM256 28
29 363000000 -7.2 37.4 QAM256 29
30 371000000 -7.6 36.6 QAM256 30
31 379000000 -8 36.6 QAM256 31
32 387000000 -8.5 36.6 QAM256 32
33 395000000 -9.1 36.6 QAM256 33
34 403000000 -9.4 36.4 QAM256 34

 

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 37.636276 0 0
4 Locked 37.636276 0 0
5 Locked 37.636276 0 0
6 Locked 37.636276 0 0
7 Locked 36.386890 0 0
8 Locked 36.386890 0 0
9 Locked 36.609653 0 0
10 Locked 36.609653 0 0
11 Locked 36.609653 0 0
12 Locked 37.636276 0 0
13 Locked 37.355988 0 0
14 Locked 37.636276 0 0
15 Locked 37.355988 0 0
16 Locked 37.636276 0 0
17 Locked 37.355988 0 0
18 Locked 37.355988 1 0
19 Locked 37.355988 0 0
20 Locked 37.636276 2 0
21 Locked 37.636276 1 0
22 Locked 37.636276 2 0
23 Locked 37.636276 2 0
24 Locked 37.355988 1 0
26 Locked 37.636276 2 0
27 Locked 37.355988 2 0
28 Locked 36.609653 3 0
29 Locked 37.355988 4 0
30 Locked 36.609653 5 0
31 Locked 36.609653 6 0
32 Locked 36.609653 3 0
33 Locked 36.609653 7 0
34 Locked 36.386890 6 0


3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 44 5120 KSym/sec 64QAM 2
2 39400000 43.3 5120 KSym/sec 64QAM 4
3 46200000 43.5 5120 KSym/sec 16QAM 3
4 60300000 44.5 5120 KSym/sec 32QAM 1

 

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0


General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076-b.cm

 

Primary Downstream Service Flow
SFID
56524
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0

 

Primary Upstream Service Flow
SFID
56523
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort


Network Log
Time Priority Description
Thu 01/01/1970 00:01:25 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 16:49:58 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 16:50:11 5 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 16:53:14 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 17:14:55 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 17:15:24 6 CM-STATUS message sent. Event Type Code: 21; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 17:21:43 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 21/04/2021 17:21:50 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

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Laurie_C
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Re: High long connection drops and Zero DOCSIS 3.1 channels

Hi korejan,

 

Thanks for getting in touch and welcome to the Community Forum! I'm sorry that you're having problems with your broadband connection.

 

I've been able to locate your account using your Forum details, and I can see that there is a known outage in your local area. The fault ticket is F008958637, and the fault has an estimated end date of the 26th of April 2021 at 11:20.

 

I'm really sorry for the impact that this is having on your connection, and I appreciate your patience whilst our engineers work to resolve this matter for you.

 

Please let me know if you have any more questions.

Thanks,

Laurie

Laurie_C
Forum Team
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korejan
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Re: High long connection drops and Zero DOCSIS 3.1 channels

Hi, thanks for replying, did you get my details from my current IP address? if not, I think I may have had an old account for a different house address a long time ago which isn't that, pretty sure you have the right details but just incase.

Also I'm a little confused about a couple things, when the issue started a month ago, first time we got in contact with customer support we was told that there was some road works happening in our area and that it would be resolved on the 3rd April, 5 p.m. but the issue continued, then we had a technican around a couple of weeks ago as I mentioned in my first post who told us that there's an issue with the cabling under pavement and it would take 8-9 weeks to get sorted? is the fault ticket related to this?

Thanks.

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Zach_R
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Re: High long connection drops and Zero DOCSIS 3.1 channels

Hi @korejan,

I'm sorry for the delay in getting back to you here.

Upon checking, it looks like the fault linked to the ticket/reference number provided by my colleague remains open and ongoing, and at the moment there isn't a revised and newly confirmed estimated fix date/time. This will be updated once they've been able to investigate further.

Apologies for the ongoing inconvenience this causes, but I assure you that we'll get things back up and running as normal again ASAP.

Thanks,
 



Zach - Forum Team


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korejan
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Re: High long connection drops and Zero DOCSIS 3.1 channels

The problem is still on-going and appears to be getting worse, the past 3 days I'm constantly getting lost connection for about 3 mins and happens often even multiple times in span of a few minutes.

Last month I was told by the account holder who's been contactcing constomer support that engineers would be around to do dig up the ground on the 4th May, no body came around, nothing has changed and this problem has been going for nearly 2 months, it's extremly frustating.

I don't get it, either there's an issue with the cables coming into the property, or the router is faulty or the router can't handle the number of (both wired & wireless) connections at the sametime, or a DNS issue or what.

 

 

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Katie_WT
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Re: High long connection drops and Zero DOCSIS 3.1 channels

Thanks for popping back - looks like you may be impacted by a double whammy; not only with the cabling issues you have advised but the known area issue is also still open. 

 

The reference number for the area issue is F008958637 with the estimated fix date showing to be 6th May 2021.

 

I can also see that an appointment has been booked for the cabling; the account holder should be able to check the date and time of this via their online account  The delay was due to construction also being needed and a permit was required. I am sorry about any delay. 

 

Please do keep us posted

 

 

Katie - Forum Team


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