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andreijalba
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Intermittent connection and downstream Db levels on Hub3

Hi, thank you all for reading first of all. 

On Tuesday last week I was notified through SMS that there'll be work done in my area and since then I've been having issues, but mostly only at night (which is very weird since it's fine during the day, and at night the status web tool says "the engineer is aiming to fix the problems by 3pm" every day). The modem starts flashing the green wifi and connection logo, and on the modem page it says "Limited connection(US Only)". I'd like to mention that i'm using a Hub3 currently with a Hub5 scheduled to arrive on Wednesday.

Trying to fix these issues myself and going through this forum (since you can't call anyone at night) i've looked at my Network Status and these values look pretty bad (at least for the downstream Db levels). Could this be from the work they're "supposedly" doing every day and night, or would I need to have someone over? Also would swapping to Hub5 fix these issues?

Network status logs in the comment below. Thank you!

EDIT: I've also fully reset the modem.

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andreijalba
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Re: Intermittent connection and downstream Db levels on Hub3

Downstream bonded channels

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

133075000019.438256 qam25
222675000016.438256 qam12
32347500001637256 qam13
424275000015.136256 qam14
525075000013.535256 qam15
625875000014.935256 qam16
726675000015.636256 qam17
827475000016.137256 qam18
928275000016.637256 qam19
1029075000016.937256 qam20
1129875000017.137256 qam21
1230675000017.638256 qam22
1331475000018.338256 qam23
1432275000018.938256 qam24
1533875000019.838256 qam26
163467500001937256 qam27
173547500001635256 qam28
1836275000011.632256 qam29
1937075000010.531256 qam30
2037875000011.432256 qam31
2138675000012.533256 qam32
2239475000013.633256 qam33
234027500001433256 qam34
244107500001433256 qam35



Downstream bonded channels

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

1Locked38.9110632822
2Locked38.634054091
3Locked37.6801566103
4Locked36.6266113086
5Locked35.58894887102
6Locked35.7397074269
7Locked36.6152837850
8Locked37.3101361616
9Locked37.359809236
10Locked37.664179238
11Locked37.661466441
12Locked38.645823322
13Locked38.635696427
14Locked38.639942231
15Locked38.9874322922
16Locked37.62226627526
17Locked35.54076347625
18Locked32.99289544469
19Locked31.9107373283103
20Locked32.58680271666
21Locked337171415530
22Locked33.4640408370
23Locked33.4593631310
24Locked33.85792045112

 

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andreijalba
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Re: Intermittent connection and downstream Db levels on Hub3

Upstream bonded channels

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

14619988838512064 qam3
22580000035.5512064 qam6
33259999136.5512064 qam5
43939997638512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

27/06/2022 12:37:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 12:26:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 12:26:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 11:56:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 11:56:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 11:26:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 11:26:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 10:56:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 10:56:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 09:05:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:32:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:32:48criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:31:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:31:48criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:31:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:31:28criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:30:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:30:48criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:30:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 02:30:28criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Roger_Gooner
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Message 4 of 12
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Re: Intermittent connection and downstream Db levels on Hub3

VM won't send a tech round whilst there is a fault being fixed, nor will you get (or should get a hub change).

Come back here if you still have a problem once VM has fixed the fault.

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Hub 3.0, TP-Link Archer C8, TP-Link TL-SG108S 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
andreijalba
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Message 5 of 12
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Re: Intermittent connection and downstream Db levels on Hub3

Ok that's understandable, I'm mentioning the problem now because every day after 3pm they say there are no issues in my area when you can clearly see the downstream levels. But i will reply back later today when the issue has been marked as fixed by VM.

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jbrennand
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Message 6 of 12
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Re: Intermittent connection and downstream Db levels on Hub3

Best info is usually given on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
andreijalba
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Message 7 of 12
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Re: Intermittent connection and downstream Db levels on Hub3

Ok it's 7pm and there are no issues in my area at all, and the tool can't detect any issues with my connection either. https://imgur.com/a/83hnlvQ

Are these values normal for my modem? 

Downstream bonded channels

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

133075000018.437256 qam25
222675000016.637256 qam12
323475000016.537256 qam13
42427500001637256 qam14
525075000014.535256 qam15
625875000015.135256 qam16
726675000015.436256 qam17
827475000015.936256 qam18
928275000016.437256 qam19
1029075000016.537256 qam20
1129875000016.937256 qam21
1230675000017.337256 qam22
1331475000017.837256 qam23
1432275000018.138256 qam24
153387500001937256 qam26
1634675000019.538256 qam27
1735475000020.438256 qam28
1836275000020.538256 qam29
1937075000020.538256 qam30
2037875000019.638256 qam31
2138675000017.136256 qam32
2239475000013.533256 qam33
234027500009.629256 qam34
244107500008.828256 qam35



Downstream bonded channels

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

1Locked37.64084530
2Locked37.62073380
3Locked37.33581000
4Locked37.37496070
5Locked35.725961960
6Locked35.724976970
7Locked36.618327460
8Locked36.313312430
9Locked37.37475040
10Locked37.67612330
11Locked37.67611500
12Locked37.65946230
13Locked37.34912510
14Locked38.64484310
15Locked37.63749180
16Locked38.62800340
17Locked38.62302030
18Locked38.61957940
19Locked38.91393840
20Locked38.61389860
21Locked36.67900180
22Locked33.4219047680
23Locked29.88940235457421
24Locked28.9906816072734130
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andreijalba
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Message 8 of 12
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Re: Intermittent connection and downstream Db levels on Hub3

Upstream bonded channels

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

14620000038512032 qam3
22580000035512032 qam6
33260000036512032 qam5
43940000036.8512032 qam4

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010

 

Network Log

Time Priority Description

27/06/2022 18:07:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:36:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:21:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:21:24ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:19:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:19:48criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:19:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:19:28criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:48criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:18:8criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:17:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:17:49criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:17:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:17:8criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:16:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2022 17:16:48criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 9 of 12
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Re: Intermittent connection and downstream Db levels on Hub3

Your Down powers are all way too high and channels 23/24 are borked - you will need a Tech visit to bring them down into range (+10dBmV - -6dBmV) and see what's wrong with those two.  And all the up channels have dropped to 32qam - should all be 64.

Call it in and see what they say when they look at the connection. If they do say there is an ongoing issue make sure you get the fault reference number


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
andreijalba
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Message 10 of 12
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Re: Intermittent connection and downstream Db levels on Hub3

Thanks for your answer, I have spoken to someone a couple minutes ago and they said although there is nothing being reported on the service status, there is an issue with reference number 18780596, that should be solved by tomorrow. I don't know if that will solve the down and up channel issues I'm having, but if it won't, I guess I'll post again here to get someone from VM to send a technician over. Thank you again for your help.

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