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castilloduro
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Intermittent Broadband

Hello,

As I can't get through to a human on the phone, I thought it would be best to post here.

Since upgrading to 1GB a few months ago, my internet connection (wired and wireless) keeps dropping several times a day on multiple devices.

Also, I've got a lot of blackspots on WiFi.

Can a technician please give me a call to see what can be done to fix please?

I've done all the usual, reboot etc

1GB
Hub 4

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tehwolf
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Re: Intermittent Broadband

VM won't call you - you need to call them for support issues - that said, let's see if we can narrow down what the issue is..

Firstly, are you experiencing dropouts when connected to the hub via ethernet?

can you set up a BQM - once set up, find the Live Graph and click "Create Sharing Link" - post that back here.

Next, browse to your hub on http://192.168.0.1 - don't log in, click Router Status - copy/paste the tables from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one..

castilloduro
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Re: Intermittent Broadband

Appreciate the help, thank you.

 

3.0 Downstream channels

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

32387000000-11.79999935.779911QAM25632
33395000000-12.29999934.925610QAM25633
34403000000-12.50000035.595078QAM25634
35411000000-13.09999835.083549QAM25635
36419000000-13.20000135.083549QAM25636
37427000000-14.00000034.483570QAM25637
38435000000-13.59999834.925610QAM25638
39443000000-13.59999834.345688QAM25639
40451000000-13.20000134.925610QAM25640
10211000000-7.00000036.609653QAM25610
11219000000-7.29999934.483570QAM25611
12227000000-7.59999836.386890QAM25612
13235000000-8.00000036.609653QAM25613
14243000000-9.00000036.386890QAM25614
15251000000-9.79999935.595078QAM25615
16259000000-9.90000235.595078QAM25616
17267000000-9.29999936.386890QAM25617
18275000000-8.90000236.609653QAM25618
19283000000-9.20000135.779911QAM25619
20291000000-9.59999835.779911QAM25620
21299000000-9.40000235.779911QAM25621
22307000000-9.40000236.609653QAM25622
23315000000-9.29999936.609653QAM25623
24323000000-9.70000136.386890QAM25624
25331000000-9.90000236.386890QAM25625
26339000000-10.09999835.779911QAM25626
27347000000-10.70000135.595078QAM25627
28355000000-10.59999835.779911QAM25628
29363000000-10.40000236.386890QAM25629
30371000000-10.90000236.386890QAM25630
31379000000-11.20000136.174995QAM25631

 

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castilloduro
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Re: Intermittent Broadband

3.0 Downstream channels

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

32Locked35.7799111155300
33Locked34.9256101474750
34Locked35.5950781638510
35Locked35.083549692720
36Locked35.0835491070040
37Locked34.483570748440
38Locked34.9256101698930
39Locked34.345688677000
40Locked34.9256101362150
10Locked36.6096532517445
11Locked34.4835703649338
12Locked36.3868902358210
13Locked36.6096532815060
14Locked36.3868902554871
15Locked35.5950784659664
16Locked35.5950784603451
17Locked36.3868902904970
18Locked36.6096531916090
19Locked35.7799112326330
20Locked35.7799111811310
21Locked35.7799112049050
22Locked36.6096531174320
23Locked36.6096531417990
24Locked36.3868901603020
25Locked36.3868901552790
26Locked35.7799111514460
27Locked35.5950781877850
28Locked35.7799111938620
29Locked36.3868901866880
30Locked36.386890537940
31Locked36.1749951045780



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM1024759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked30-20.0163356814273
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castilloduro
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Re: Intermittent Broadband

3.0 Upstream channels

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

12580000045.2705995120 KSym/sec64QAM14
23260000045.7705995120 KSym/sec64QAM13
33940000046.7705995120 KSym/sec64QAM12
44620000046.7705995120 KSym/sec64QAM11



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0020
2US_TYPE_STDMA0010
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
 

Link to BQM 

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tehwolf
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Re: Intermittent Broadband

it'll take some time for your BQM to populate with some useful data..

in the meantime, a number of your downstream channels are outside of recommended spec on power (10 being the max) the variance across the channels is also out of spec (should be a max +/-5 across the downstream channels - you have some at 7 and some at 13.5+) - whether or not this is causing the issues you're seeing i can't really say, but it certainly stands out. 

can you also post the network log?

Upstream data looks ok and within spec so it seems mostly to be issues with the downstream channels.. 

Might be worth calling   0800 561 0061 to see if there are any area issues - this is an automated service so no need to hold endlessly for a real person.. I reckon you'll need VM to come and comment on the quality of your line though - that can take 3 - 5 days (sometimes longer, but they seem to be getting to posts more quickly recently)

We should treat the wifi blackspots as a different/separate problem - wifi on the hub is poor, but if you have issues with the connection then let's deal with those first and then see what happens with the wifi after). 

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castilloduro
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Re: Intermittent Broadband

Thanks for your help! I'm waiting for a call back from the Hub 4 team.

Network Log

Time Priority Description

Fri Jan 29 09:37:10 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; 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;
Fri Jan 29 09:54:51 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 29 09:55:00 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 29 09:57:32 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 3; 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;
Fri Jan 29 10:07:08 20215DBC-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;
Fri Jan 29 11:19:07 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Sun Jan 31 09:28:53 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 31 09:28:53 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 31 09:42:37 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Sun Jan 31 11:09:02 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 31 11:13:28 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Tue Feb 2 21:50:05 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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castilloduro
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Re: Intermittent Broadband

I've hard wired Google Mesh but i disconnected that a few weeks ago so i could try and get to the bottom of the VM issue.
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tehwolf
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Re: Intermittent Broadband

So, i don't see anything obviously wrong with the logs - but I'm far from an expert on these things - others may well have a different view. 

as for the BQM - it's not looking terrible, but it's also not perfect - you're getting a few spikes and a bit of packet loss creeping in at the top (more than you'd like)

Have you managed to do any testing with a device hardwired into the hub? (request in my first reply..). I'm sure someone from VM will get to this eventually (3-5 days seems to be how long it takes at the moment).. whether or not they agree that there's an issue with the power levels remains to be seen, but in the meantime, it's worth doing some testing with a wired device if you can.. 

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