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Intermittent broadband

morgan1992
Tuning in

Wondering if anyone on here can help with an issue I am currently having with my broadband - Gigabit fibre. 

I am having intermittent issues on both WiFi and wired with internet connections dropping, certain webpages not loading, others loading fine, and then also with online gaming not connecting at all. I have a PS5 and have been using it for 6 months or so with no issues at all on WiFi.

Around 2 weeks ago it stopped connecting to online services, getting multiple errors. 

VM sent an engineer who did virtually nothing and said a new refurb router (Hub5) needed to be ordered, which then arrived and the issue persisted. Another engineer then came yesterday and swapped the new router back to a Hub4, and swapped the coax cable into the router but the issue is still persisting. 

I called VM and neither engineer put any notes on the system, and I have been given a number of scripted answers on the issue. I have got issues in the network log on the router too, which seem to just be getting ignored. 

Any help will be appreciated, it is driving me mad!

1 ACCEPTED SOLUTION

Accepted Solutions


@morgan1992 wrote:

Hi Iotharmat, 

Thank you, i've got a 3rd engineer visiting tomorrow, so at least I can reference this chat! 


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1840 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 38 -7.9 224333456 0

 

That's the figure that looks too low!




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

See where this Helpful Answer was posted

13 REPLIES 13

lotharmat
Community elder
Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (If you get an error - just click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



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

Hi Iotharmat, 

Please see below!

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 -0.400002 37.636276 QAM256 25
1 139000000 2.500000 37.636276 QAM256 1
2 147000000 2.200001 37.355988 QAM256 2
3 155000000 2.099998 37.636276 QAM256 3
4 163000000 1.700001 37.636276 QAM256 4
5 171000000 1.599998 37.636276 QAM256 5
6 179000000 1.500000 37.636276 QAM256 6
7 187000000 1.599998 37.355988 QAM256 7
8 195000000 1.400002 37.636276 QAM256 8
9 203000000 1.400002 37.355988 QAM256 9
10 211000000 1.299999 37.636276 QAM256 10
11 219000000 1.500000 38.605377 QAM256 11
12 227000000 1.200001 38.605377 QAM256 12
13 235000000 1.099998 37.636276 QAM256 13
14 243000000 0.799999 37.636276 QAM256 14
15 251000000 0.799999 37.636276 QAM256 15
16 259000000 0.599998 37.636276 QAM256 16
17 267000000 0.599998 37.636276 QAM256 17
18 275000000 1.000000 37.636276 QAM256 18
19 283000000 1.200001 38.605377 QAM256 19
20 291000000 1.200001 38.605377 QAM256 20
21 299000000 1.000000 38.605377 QAM256 21
22 307000000 0.400002 38.605377 QAM256 22
23 315000000 0.000000 38.605377 QAM256 23
24 323000000 -0.400002 37.636276 QAM256 24
26 339000000 -0.400002 37.355988 QAM256 26
27 347000000 -0.500000 37.636276 QAM256 27
28 355000000 -0.700001 37.355988 QAM256 28
29 363000000 -0.500000 37.636276 QAM256 29
30 371000000 -0.900002 37.355988 QAM256 30
31 379000000 -1.000000 37.636276 QAM256 31


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 37.636276 0 0
1 Locked 37.636276 0 0
2 Locked 37.355988 0 0
3 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 37.355988 0 0
8 Locked 37.636276 0 0
9 Locked 37.355988 0 0
10 Locked 37.636276 0 0
11 Locked 38.605377 0 0
12 Locked 38.605377 0 0
13 Locked 37.636276 0 0
14 Locked 37.636276 0 0
15 Locked 37.636276 0 0
16 Locked 37.636276 0 0
17 Locked 37.636276 0 0
18 Locked 37.636276 0 0
19 Locked 38.605377 0 0
20 Locked 38.605377 0 0
21 Locked 38.605377 0 0
22 Locked 38.605377 0 0
23 Locked 38.605377 0 0
24 Locked 37.636276 0 0
26 Locked 37.355988 0 0
27 Locked 37.636276 0 0
28 Locked 37.355988 0 0
29 Locked 37.636276 0 0
30 Locked 37.355988 0 0
31 Locked 37.636276 0 0


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1840 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 38 -7.9 224333456 0

 

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 23600000 44.020599 5120 KSym/sec 64QAM 5
2 30100000 44.520599 5120 KSym/sec 64QAM 4
3 36600000 45.020599 5120 KSym/sec 64QAM 3
4 43100000 45.520599 5120 KSym/sec 64QAM 2
5 49600000 46.020599 5120 KSym/sec 64QAM 1


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


3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.0 31.0 2K QAM32


3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 200 53.9 0 0

 

Network Log
Time Priority Description
Tue Apr
18 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Apr
18 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Apr
18 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Apr
18 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 6 SW download Successful - Via Config file
Mon Apr
17 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr
17 6 SW Download INIT - Via Config file 69834ncxv9873254k;fg87dsfd;kf
Mon Apr
17 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
4 SW upgrade Failed before download - TFTP Max Retry Exceeded
Fri Mar
4 SW Upgrade Failed Before Download - Server not Present
Fri Mar
6 SW Download INIT - Via Config file VIRGIN_MEDIA/TG3492LG/activ/tg3492lg-no_update.bin
Fri Mar
5 RNG-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;
Fri Mar
5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

BQM TODAY.jpg

Fuzzy2084
Tuning in

I've been having similar issues for around 8 weeks, and have received the same level of service and support from VM as yourself.

I hope you get it resolved.

Hi Fuzzy,

Quite an annoyance isn't it, when it comes to customer service VM really don't help themselves at all, have you got any closer to getting any sort of resolution?

I'm at the point now where I've not got an early cancellation fee, so if it isn't resolved by VM I will have to look elsewhere.

morgan1992
Tuning in
https://www.thinkbroadband.com/broadband/monitoring/quality/share/e0110e072f93dc64901e6f546f42cd875f90aea4-18-04-2023

 

I think your D/S power on the 3.1 channel is too low..

This will need a tech to visit to remedy.

VM forum staff will be able to book this for you when they pick it up!



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

Hi Iotharmat, 

Thank you, i've got a 3rd engineer visiting tomorrow, so at least I can reference this chat! 


@morgan1992 wrote:

Hi Iotharmat, 

Thank you, i've got a 3rd engineer visiting tomorrow, so at least I can reference this chat! 


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1840 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 38 -7.9 224333456 0

 

That's the figure that looks too low!




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