27-06-2022 14:00 - edited 27-06-2022 14:06
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.
on 27-06-2022 14:01
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | 19.4 | 38 | 256 qam | 25 |
2 | 226750000 | 16.4 | 38 | 256 qam | 12 |
3 | 234750000 | 16 | 37 | 256 qam | 13 |
4 | 242750000 | 15.1 | 36 | 256 qam | 14 |
5 | 250750000 | 13.5 | 35 | 256 qam | 15 |
6 | 258750000 | 14.9 | 35 | 256 qam | 16 |
7 | 266750000 | 15.6 | 36 | 256 qam | 17 |
8 | 274750000 | 16.1 | 37 | 256 qam | 18 |
9 | 282750000 | 16.6 | 37 | 256 qam | 19 |
10 | 290750000 | 16.9 | 37 | 256 qam | 20 |
11 | 298750000 | 17.1 | 37 | 256 qam | 21 |
12 | 306750000 | 17.6 | 38 | 256 qam | 22 |
13 | 314750000 | 18.3 | 38 | 256 qam | 23 |
14 | 322750000 | 18.9 | 38 | 256 qam | 24 |
15 | 338750000 | 19.8 | 38 | 256 qam | 26 |
16 | 346750000 | 19 | 37 | 256 qam | 27 |
17 | 354750000 | 16 | 35 | 256 qam | 28 |
18 | 362750000 | 11.6 | 32 | 256 qam | 29 |
19 | 370750000 | 10.5 | 31 | 256 qam | 30 |
20 | 378750000 | 11.4 | 32 | 256 qam | 31 |
21 | 386750000 | 12.5 | 33 | 256 qam | 32 |
22 | 394750000 | 13.6 | 33 | 256 qam | 33 |
23 | 402750000 | 14 | 33 | 256 qam | 34 |
24 | 410750000 | 14 | 33 | 256 qam | 35 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 1106328 | 22 |
2 | Locked | 38.6 | 340540 | 91 |
3 | Locked | 37.6 | 801566 | 103 |
4 | Locked | 36.6 | 2661130 | 86 |
5 | Locked | 35.5 | 8894887 | 102 |
6 | Locked | 35.7 | 3970742 | 69 |
7 | Locked | 36.6 | 1528378 | 50 |
8 | Locked | 37.3 | 1013616 | 16 |
9 | Locked | 37.3 | 598092 | 36 |
10 | Locked | 37.6 | 641792 | 38 |
11 | Locked | 37.6 | 614664 | 41 |
12 | Locked | 38.6 | 458233 | 22 |
13 | Locked | 38.6 | 356964 | 27 |
14 | Locked | 38.6 | 399422 | 31 |
15 | Locked | 38.9 | 8743229 | 22 |
16 | Locked | 37.6 | 22266275 | 26 |
17 | Locked | 35.5 | 40763476 | 25 |
18 | Locked | 32.9 | 92895444 | 69 |
19 | Locked | 31.9 | 107373283 | 103 |
20 | Locked | 32.5 | 86802716 | 66 |
21 | Locked | 33 | 71714155 | 30 |
22 | Locked | 33.4 | 64040837 | 0 |
23 | Locked | 33.4 | 59363131 | 0 |
24 | Locked | 33.8 | 57920451 | 12 |
on 27-06-2022 14:02
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46199888 | 38 | 5120 | 64 qam | 3 |
2 | 25800000 | 35.5 | 5120 | 64 qam | 6 |
3 | 32599991 | 36.5 | 5120 | 64 qam | 5 |
4 | 39399976 | 38 | 5120 | 64 qam | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Time Priority Description
27/06/2022 12:37:17 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 12:26:11 | notice | DHCP 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 12:26:11 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 11:56:11 | notice | DHCP 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 11:56:11 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 11:26:11 | notice | DHCP 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 11:26:11 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 10:56:10 | notice | DHCP 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 10:56:10 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 09:05:46 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 02:32:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 02:32:48 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 02:31:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 02:31:48 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 02:31:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 02:31:28 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 02:30:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 02:30:48 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 02:30:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 02:30:28 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 27-06-2022 14:22
on 27-06-2022 14:54
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.
on 27-06-2022 15:53
27-06-2022 19:10 - edited 27-06-2022 19:16
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?
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | 18.4 | 37 | 256 qam | 25 |
2 | 226750000 | 16.6 | 37 | 256 qam | 12 |
3 | 234750000 | 16.5 | 37 | 256 qam | 13 |
4 | 242750000 | 16 | 37 | 256 qam | 14 |
5 | 250750000 | 14.5 | 35 | 256 qam | 15 |
6 | 258750000 | 15.1 | 35 | 256 qam | 16 |
7 | 266750000 | 15.4 | 36 | 256 qam | 17 |
8 | 274750000 | 15.9 | 36 | 256 qam | 18 |
9 | 282750000 | 16.4 | 37 | 256 qam | 19 |
10 | 290750000 | 16.5 | 37 | 256 qam | 20 |
11 | 298750000 | 16.9 | 37 | 256 qam | 21 |
12 | 306750000 | 17.3 | 37 | 256 qam | 22 |
13 | 314750000 | 17.8 | 37 | 256 qam | 23 |
14 | 322750000 | 18.1 | 38 | 256 qam | 24 |
15 | 338750000 | 19 | 37 | 256 qam | 26 |
16 | 346750000 | 19.5 | 38 | 256 qam | 27 |
17 | 354750000 | 20.4 | 38 | 256 qam | 28 |
18 | 362750000 | 20.5 | 38 | 256 qam | 29 |
19 | 370750000 | 20.5 | 38 | 256 qam | 30 |
20 | 378750000 | 19.6 | 38 | 256 qam | 31 |
21 | 386750000 | 17.1 | 36 | 256 qam | 32 |
22 | 394750000 | 13.5 | 33 | 256 qam | 33 |
23 | 402750000 | 9.6 | 29 | 256 qam | 34 |
24 | 410750000 | 8.8 | 28 | 256 qam | 35 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 408453 | 0 |
2 | Locked | 37.6 | 207338 | 0 |
3 | Locked | 37.3 | 358100 | 0 |
4 | Locked | 37.3 | 749607 | 0 |
5 | Locked | 35.7 | 2596196 | 0 |
6 | Locked | 35.7 | 2497697 | 0 |
7 | Locked | 36.6 | 1832746 | 0 |
8 | Locked | 36.3 | 1331243 | 0 |
9 | Locked | 37.3 | 747504 | 0 |
10 | Locked | 37.6 | 761233 | 0 |
11 | Locked | 37.6 | 761150 | 0 |
12 | Locked | 37.6 | 594623 | 0 |
13 | Locked | 37.3 | 491251 | 0 |
14 | Locked | 38.6 | 448431 | 0 |
15 | Locked | 37.6 | 374918 | 0 |
16 | Locked | 38.6 | 280034 | 0 |
17 | Locked | 38.6 | 230203 | 0 |
18 | Locked | 38.6 | 195794 | 0 |
19 | Locked | 38.9 | 139384 | 0 |
20 | Locked | 38.6 | 138986 | 0 |
21 | Locked | 36.6 | 790018 | 0 |
22 | Locked | 33.4 | 21904768 | 0 |
23 | Locked | 29.8 | 89402354 | 57421 |
24 | Locked | 28.9 | 90681607 | 2734130 |
on 27-06-2022 19:11
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 38 | 5120 | 32 qam | 3 |
2 | 25800000 | 35 | 5120 | 32 qam | 6 |
3 | 32600000 | 36 | 5120 | 32 qam | 5 |
4 | 39400000 | 36.8 | 5120 | 32 qam | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
Time Priority Description
27/06/2022 18:07:3 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:36:53 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:21:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:21:24 | Error | Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:19:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:19:48 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:19:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:19:28 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:18:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:18:57 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:18:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:18:48 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:18:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:18:8 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:17:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:17:49 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:17:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:17:8 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:16:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 17:16:48 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27-06-2022 19:18 - edited 27-06-2022 19:22
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
on 27-06-2022 20:19
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.