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Intermittent Dropouts & Reconnects

KielNicholson
Tuning in

I have been experiencing intermittent disconnects on both wired and WiFi connected devices. The disconnects last for between 20 seconds to 1 minute before reconnecting. 

This seems to have been occuring at all times of the day, everyday since there was works completed in our area just over 2 weeks ago. The result of this is getting kicked from online games, streams buffering etc. prior to the works some 2 years, we had no issues and speeds were as advetised

I have spoken with telephone support and completed all checks on my own hardware and software (Drivers, BIOS etc) All ethernet cables replaced.

We had a technician attend and all checks come back "ok" but still gave us a replacement Hub 5, which has not solved the issue.

Screenshot 2023-10-25 222547.png

Above is the BQM for the 24 hour period before the replacement hub was fitted.

Below is the network status from the newly installed hub 5.

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000043.85120QAM 641
14310000043.35120QAM 642
23660000042.85120QAM 643
33010000042.85120QAM 644
42360000042.35120QAM 645

3.0 Upstream channels

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61037.72KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2007400000040

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000002.441QAM 25625
21390000004.239QAM 2561
31470000003.839QAM 2562
41550000003.739QAM 2563
51630000003.539QAM 2564
61710000003.540QAM 2565
71790000003.440QAM 2566
81870000003.340QAM 2567
91950000003.440QAM 2568
102030000003.340QAM 2569
112110000003.340QAM 25610
122190000003.337QAM 25611
132270000003.139QAM 25612
142350000002.940QAM 25613
152430000002.640QAM 25614
162510000002.440QAM 25615
172590000002.540QAM 25616
182670000002.340QAM 25617
192750000002.440QAM 25618
202830000002.340QAM 25619
212910000002.540QAM 25620
222990000002.341QAM 25621
233070000002.441QAM 25622
243150000002.441QAM 25623
253230000002.541QAM 25624
263390000002.540QAM 25626
273470000002.541QAM 25627
283550000002.641QAM 25628
293630000002.741QAM 25629
303710000002.641QAM 25630
313790000002.841QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked414221527
2Locked39850
3Locked391437811720
4Locked391679412264
5Locked391626413232
6Locked40898013795
7Locked40500
8Locked40420
9Locked40251747
10Locked40942114706
11Locked40161953754
12Locked37400
13Locked39450
14Locked40107582914
15Locked4062232552
16Locked404558969
17Locked4038311962
18Locked4022931909
19Locked4023551932
20Locked40140
21Locked4060
22Locked411417487
23Locked414930629
24Locked41160
25Locked4140
26Locked4030
27Locked4140
28Locked4110
29Locked4120
30Locked4110
31Locked4130

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)
159Locked430.534442383011361

Network Log

Time Priority Description
24-10-2023 16:53:17errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:38:35noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:37:30warningDBC-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;
24-10-2023 16:36:43noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:34:28noticeCM-STATUS message sent. Event Type Code: 22; 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;
24-10-2023 16:32:55noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
24-10-2023 16:32:55noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
24-10-2023 16:32:55noticeCM-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;
24-10-2023 16:32:55noticeCM-STATUS message sent. Event Type Code: 20; 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;
24-10-2023 16:32:44noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:32:27warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:32:27warningRNG-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;
24-10-2023 16:32:27warningDynamic Range Window violation
24-10-2023 16:32:27warningRNG-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;
24-10-2023 16:32:26warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:32:26warningDBC-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;
24-10-2023 16:32:22criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:32:12criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:32:11warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:32:09criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:32:04criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2023 16:27:28warningDBC-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;
24-10-2023 16:27:28noticeUS 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;
24-10-2023 16:27:24noticeREGISTRATION COMPLETE - Waiting for Operational status
24-10-2023 16:27:18warningRNG-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;
24-10-2023 16:27:18warningDynamic Range Window violation
24-10-2023 16:27:18warningDynamic Range Window violation
24-10-2023 16:27:18warningRNG-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;
24-10-2023 16:27:18warningRNG-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;
24-10-2023 16:27:18warningDynamic Range Window violation
24-10-2023 16:27:18warningDynamic Range Window violation
24-10-2023 16:27:18warningRNG-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;

In it's current state, it is pointless trying to do anything which requires use of the internet. Any help is appreciated.

4 REPLIES 4

otomo
Joining in

We have exactly the same issue. Work was done a couple weeks ago. Ever since we have short disconnects.

jbrennand
Very Insightful Person
Very Insightful Person

The post-RS errors are a little worrying - 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 the postRS error counts and T3 errors have all reset to 0.

Then check every hour or so to see if they start reappearing and increasing - they shouldn't. If they do particularly the postRS (and any Up T3 ones) you have a problem (noise) that only a Tech visit will sort.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi John,

Thank you for the advice. I have done the above steps and confirm that the problem still persists. To add to my frustration the technician put this down to my devices which i ruled out in the first instance and it is happening to everything with a connection.

I will continue to monitor the network log as advised. Although i am pretty sure that there is an issue at the cabinet as this occured directly after working in my area(and has happended previously, albeit total loss of connection)

Hoping one of the VM team can arrange a senior engineer, who will not fob me off with another replacement hub 5 and tell me everything in my home is at fault!

Hi @KielNicholson 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have been having with your connection. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina