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MarkyD12
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Intermittent broadband, but apparently no service issue in area

Ugh, yesterday had no dropping in and out access, with an indicator on the website that there was an issue in the area scheduled to be resolved for 3pm. However, have had intermittent access to internet since across all devices. According to website/service status all is fine, done multiple reboots/resets in a loop with the website self-help but no improvements.

I have been struggling to even log into the router over an ethernet cable and desktop pc, but have managed to get information off the status...

Can somebody look at it and figure if it is a router or service issue?

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

139000000

2.9

37

256 qam

1

2

147000000

2.7

37

256 qam

2

3

155000000

2.4

37

256 qam

3

4

163000000

2.7

37

256 qam

4

5

171000000

2.7

37

256 qam

5

6

179000000

3

36

256 qam

6

7

187000000

3

37

256 qam

7

8

195000000

3

37

256 qam

8

9

203000000

3

37

256 qam

9

10

211000000

3.2

37

256 qam

10

11

219000000

3.2

37

256 qam

11

12

227000000

3

37

256 qam

12

13

235000000

3

37

256 qam

13

14

243000000

2.7

37

256 qam

14

15

251000000

2.7

37

256 qam

15

16

259000000

2.5

37

256 qam

16

17

267000000

2.2

37

256 qam

17

18

275000000

2

37

256 qam

18

19

283000000

2

37

256 qam

19

20

291000000

1.7

37

256 qam

20

21

299000000

1.7

37

256 qam

21

22

307000000

1.7

37

256 qam

22

23

315000000

1.7

37

256 qam

23

24

323000000

2

37

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

0

0

2

Locked

37.6

5

0

3

Locked

37.6

5

0

4

Locked

37.6

5

0

5

Locked

37.3

6

0

6

Locked

36.6

5

0

7

Locked

37.3

5

0

8

Locked

37.6

4

0

9

Locked

37.6

4

0

10

Locked

37.3

5

0

11

Locked

37.6

4

0

12

Locked

37.3

5

0

13

Locked

37.6

4

0

14

Locked

37.6

0

0

15

Locked

37.3

5

0

16

Locked

37.6

7

0

17

Locked

37.6

4

0

18

Locked

37.6

5

0

19

Locked

37.3

4

0

20

Locked

37.3

14

0

21

Locked

37.3

6

0

22

Locked

37.6

5

0

23

Locked

37.3

5

0

24

Locked

37.3

6

0

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

28.5

5120

64 qam

1

2

39400000

28.8

5120

64 qam

4

3

46200000

28.5

5120

64 qam

3

4

53700000

28.5

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

 

 

Network Log

Time

Priority

Description

18/06/2021 06:48:21

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2021 06:46:40

notice

NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:41

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2021 00:59:6

notice

NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:40

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 23:09:0

notice

NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 20:49:8

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:45

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:45

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:33

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:29

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:29

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:29

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:28

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 18:51:27

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:40

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 18:26:1

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:41

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 14:07:5

notice

NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 12:35:34

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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lotharmat
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Helpful Answer

Re: Intermittent broadband, but apparently no service issue in area

Upstream power is waaaay too low!

This'll need an engineer to rectify!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

MarkyD12
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Message 3 of 6
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Re: Intermittent broadband, but apparently no service issue in area

Thank you lotharmat

Well, service has improved a bit but still keeps cutting out. I was wondering if router states had changed but don't look like it. How do I flag for an engineer? Can it be done online as don't have the phone in my package?

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

3

37

256 qam

9

2

211000000

3.2

37

256 qam

10

3

219000000

3

37

256 qam

11

4

227000000

3

37

256 qam

12

5

235000000

2.9

37

256 qam

13

6

243000000

2.7

37

256 qam

14

7

251000000

2.5

37

256 qam

15

8

259000000

2.5

37

256 qam

16

9

267000000

2.2

37

256 qam

17

10

275000000

2

37

256 qam

18

11

283000000

1.9

37

256 qam

19

12

291000000

1.5

37

256 qam

20

13

299000000

1.5

37

256 qam

21

14

307000000

1.7

37

256 qam

22

15

315000000

1.7

37

256 qam

23

16

323000000

1.9

37

256 qam

24

17

331000000

2

37

256 qam

25

18

339000000

2

37

256 qam

26

19

347000000

2

37

256 qam

27

20

355000000

2.4

37

256 qam

28

21

363000000

2

37

256 qam

29

22

371000000

2.2

37

256 qam

30

23

379000000

2.2

37

256 qam

31

24

387000000

2

37

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

20

0

2

Locked

37.6

16

0

3

Locked

37.6

13

0

4

Locked

37.3

58

0

5

Locked

37.3

19

0

6

Locked

37.3

22

0

7

Locked

37.3

17

0

8

Locked

37.6

12

0

9

Locked

37.3

58

0

10

Locked

37.6

21

0

11

Locked

37.6

31

0

12

Locked

37.3

42

0

13

Locked

37.3

62

0

14

Locked

37.3

15

0

15

Locked

37.6

27

0

16

Locked

37.6

31

0

17

Locked

37.6

26

0

18

Locked

37.3

40

0

19

Locked

37.3

22

0

20

Locked

37.3

23

0

21

Locked

37.3

39

0

22

Locked

37.3

34

0

23

Locked

37.6

66

0

24

Locked

37.6

8

0

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300038

28.5

5120

64 qam

1

2

39400044

29

5120

64 qam

4

3

46200077

28.8

5120

64 qam

3

4

53699931

28.5

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

1

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

20/06/2021 10:09:33

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/06/2021 21:31:34

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/06/2021 04:07:19

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2021 07:22:36

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2021 07:16:59

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2021 07:02:33

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2021 07:02:24

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2021 06:48:21

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2021 06:46:40

notice

NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:41

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/06/2021 00:59:6

notice

NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:40

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 23:09:0

notice

NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 20:49:8

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:45

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:45

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:33

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:29

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:29

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/06/2021 19:01:29

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Molly_G
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Message 4 of 6
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Re: Intermittent broadband, but apparently no service issue in area

Hey @MarkyD12,

 

Many thanks for your recent posts and welcome to the forums! Sorry to hear of the broadband issues you've been experiencing recently.

 

I've been able to locate the account using the details you've registered to forums with and can confirm that your levels are out of spec and would require a visit.

I can see you haven't booked one in since your latest post so I'll be able to get this arranged for you.

 

I'll just send you a private message to confirm some details so please look out for the purple envelope at the top right hand side of the page.

 

Many thanks,

Molly_G
Forum Team



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Molly_G
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Message 5 of 6
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Re: Intermittent broadband, but apparently no service issue in area

Hi @MarkyD12,

 

A visit is all booked in for you for one of our engineers to check things over.

You can double check on this via your online My VM Account and if needed, you can edit the date/time of the appointment there too.

 

Please keep us posted following the visit and I hope this is resolved quickly for you!

 

Kind regards,

Molly_G
Forum Team



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MarkyD12
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Message 6 of 6
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Re: Intermittent broadband, but apparently no service issue in area

Thank you very much, will do.