Intermittent frequent ping spikes, rare packet loss and high Post-RS errors

[PonniM]

Hi all, hoping to resolve the connection issues that I have experienced since around May/June last year. I've already had 3 technicians come out on 2 separate occasions to investigate and they recommended that I come here. They suspect I need a network engineer to investigate but told me they were unable to arrange this themselves and that I should come here.

The problems began around May/June of last year. Originally it would be minor ping spikes that were only tangible whilst gaming, and would only occur a couple of hours a week. However, over the following months, problems have become more persistent and have started to intermittently affect most areas of internet usage. 

Problems/Symptoms

- Working - I work from home most days of the week. Occasionally when a ping spike occurs whilst working the virtual desktop will freeze. If the spike is too long or bad the connection to the desktop will end. At this point, I will have to restart the VPN and log in again. 

- Streaming - When streaming live content e.g. sports or TV, live players such as Sky Go will intermittently pop up with a video player error (fixes upon re-open). This doesn't affect streaming platforms that can buffer such as Netflix or YouTube. 

- Signing in to online accounts - sometimes when logging into websites like Netflix the log-in request will time out and we just have to keep trying till it eventually works. 

- Online Gaming - hasn't been possible in months. Ping spikes are too frequent for fast-paced online gaming. Full disconnects are quite rare.  

Broadband Quality Monitor

I think the ping spikes are visible in Broadband Quality Monitor below. Although they feel longer than 160 ms. When pinging using cmd to 8.8.8.8 I can see intermittent spikes up to 430ms and at worst in the 2000-3000ms mark. 

My Broadband Ping 

Logs have been posted separately in the replies below

House Broadband set up

I do have a switch set up inside my house that connects to the hub, which then feeds all devices (TVs inside the house.) However, these issues persist when the switch is disconnected and nothing is connected to the Superhub except one laptop connected by ethernet running ping/speed tests. (I've tried with just one device connected to the hub and problems persist on phone, laptop and computer)

Attempts at resolution so far

- I've tried upgrading my broadband contract from 500 Mbps to gig1. 

- Two separate superhub 5s installed by Virgin Media technician and myself have had the same problem. (And an old super hub 3.)

- I bought a separate router to try running the superhub in modem mode to no effect. Including trying QOS.

- Virgin Media technician tried moving the superhub closer to the brown box to no effect. 

- Countless superhub resets, and calls into the call centre where they have sent commands to my hub which haven't resolved the issue. 

- I have had a private technician come in and investigate the switch/connections in the house to see if these could be causing the error. He is sure that the problem is outside the property.

Thanks for all your time and help. If there is any more information I can provide, please let me know. The problems have been more frequent and increasingly frustrating since about September so any help would be massively appreciated. 

[PonniM]

Logs part 1

I'm not familiar with logs or technical details but tried to decipher the pinned "POWER LEVELS & SNR: A TECHNICAL PRIMER" message. I think I'm within acceptable power levels (might be wrong) however there are a lot of post-RS errors. These seem to consistently be in channel 14 although I have seen these in high numbers in channel 20 before. Virgin media technicians moved my hub yesterday closer to the brown box so post rs errors have reset and log values are shorter. 

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	6.4	39	QAM 256	25
2	275000000	4.4	38	QAM 256	18
3	283000000	4	38	QAM 256	19
4	291000000	4.6	39	QAM 256	20
5	299000000	4.9	39	QAM 256	21
6	307000000	5	39	QAM 256	22
7	315000000	5.3	39	QAM 256	23
8	323000000	6.1	39	QAM 256	24
9	339000000	6	39	QAM 256	26
10	347000000	5.4	39	QAM 256	27
11	355000000	5	39	QAM 256	28
12	363000000	5	39	QAM 256	29
13	371000000	5.5	39	QAM 256	30
14	379000000	6.2	39	QAM 256	31
15	387000000	6.3	39	QAM 256	32
16	395000000	6	39	QAM 256	33
17	403000000	5.4	39	QAM 256	34
18	411000000	5.2	39	QAM 256	35
19	419000000	5.1	39	QAM 256	36
20	427000000	5.1	39	QAM 256	37
21	435000000	4.9	39	QAM 256	38
22	443000000	4.8	39	QAM 256	39
23	451000000	4.9	39	QAM 256	40
24	459000000	5	39	QAM 256	41
25	467000000	4.9	39	QAM 256	42
26	475000000	5.1	40	QAM 256	43
27	483000000	4.9	40	QAM 256	44
28	491000000	4.9	40	QAM 256	45
29	499000000	4.5	40	QAM 256	46
30	507000000	4	39	QAM 256	47
31	515000000	3.7	39	QAM 256	48

3.0 Downstream channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	39	13	0
2	Locked	38	65	0
3	Locked	38	78	0
4	Locked	39	44	0
5	Locked	39	12	0
6	Locked	39	12	0
7	Locked	39	19	0
8	Locked	39	15	0
9	Locked	39	17	0
10	Locked	39	13	0
11	Locked	39	5	0
12	Locked	39	16	0
13	Locked	39	12	0
14	Locked	39	365	195
15	Locked	39	9	0
16	Locked	39	5	0
17	Locked	39	8	0
18	Locked	39	8	0
19	Locked	39	7	0
20	Locked	39	4	0
21	Locked	39	4	0
22	Locked	39	8	0
23	Locked	39	7	0
24	Locked	39	6	0
25	Locked	39	7	0
26	Locked	40	2	0
27	Locked	40	3	0
28	Locked	40	3	0
29	Locked	40	4	0
30	Locked	39	1	0
31	Locked	39	4	0

3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
159	94	4K	1840	QAM 4096	1108

3.1 Downstream channels

Channel ID	Locked Status	RxMER Data (dB)	PLC Power (dBmV)	Corrected errors (Active Profile)	Uncorrectable errors (Active Profile)
159	Locked	40	3.9	2303509880	0

[PonniM]

Logs (part 1)

I'm not familiar with logs or technical details but tried to decipher the pinned "POWER LEVELS & SNR: A TECHNICAL PRIMER" message. I think I'm within acceptable power levels (might be wrong) however there are a lot of post-RS errors. These seem to consistently be in channel 14 although I have seen these in high numbers in channel 20 before. Virgin media technicians moved my hub yesterday closer to the brown box so post rs errors have reset and log values are shorter. 

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	6.4	39	QAM 256	25
2	275000000	4.4	38	QAM 256	18
3	283000000	4	38	QAM 256	19
4	291000000	4.6	39	QAM 256	20
5	299000000	4.9	39	QAM 256	21
6	307000000	5	39	QAM 256	22
7	315000000	5.3	39	QAM 256	23
8	323000000	6.1	39	QAM 256	24
9	339000000	6	39	QAM 256	26
10	347000000	5.4	39	QAM 256	27
11	355000000	5	39	QAM 256	28
12	363000000	5	39	QAM 256	29
13	371000000	5.5	39	QAM 256	30
14	379000000	6.2	39	QAM 256	31
15	387000000	6.3	39	QAM 256	32
16	395000000	6	39	QAM 256	33
17	403000000	5.4	39	QAM 256	34
18	411000000	5.2	39	QAM 256	35
19	419000000	5.1	39	QAM 256	36
20	427000000	5.1	39	QAM 256	37
21	435000000	4.9	39	QAM 256	38
22	443000000	4.8	39	QAM 256	39
23	451000000	4.9	39	QAM 256	40
24	459000000	5	39	QAM 256	41
25	467000000	4.9	39	QAM 256	42
26	475000000	5.1	40	QAM 256	43
27	483000000	4.9	40	QAM 256	44
28	491000000	4.9	40	QAM 256	45
29	499000000	4.5	40	QAM 256	46
30	507000000	4	39	QAM 256	47
31	515000000	3.7	39	QAM 256	48

3.0 Downstream channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	39	13	0
2	Locked	38	65	0
3	Locked	38	78	0
4	Locked	39	44	0
5	Locked	39	12	0
6	Locked	39	12	0
7	Locked	39	19	0
8	Locked	39	15	0
9	Locked	39	17	0
10	Locked	39	13	0
11	Locked	39	5	0
12	Locked	39	16	0
13	Locked	39	12	0
14	Locked	39	365	195
15	Locked	39	9	0
16	Locked	39	5	0
17	Locked	39	8	0
18	Locked	39	8	0
19	Locked	39	7	0
20	Locked	39	4	0
21	Locked	39	4	0
22	Locked	39	8	0
23	Locked	39	7	0
24	Locked	39	6	0
25	Locked	39	7	0
26	Locked	40	2	0
27	Locked	40	3	0
28	Locked	40	3	0
29	Locked	40	4	0
30	Locked	39	1	0
31	Locked	39	4	0

3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
159	94	4K	1840	QAM 4096	1108

3.1 Downstream channels

Channel ID	Locked Status	RxMER Data (dB)	PLC Power (dBmV)	Corrected errors (Active Profile)	Uncorrectable errors (Active Profile)
159	Locked	40	3.9	2303509880	0

[PonniM]

Logs (part 2)

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	60300000	42	5120	QAM 64	1
1	53700000	41.8	5120	QAM 64	2
2	46200000	40.5	5120	QAM 64	3
3	39400000	41	5120	QAM 64	4
4	32600000	40.8	5120	QAM 64	5
5	23600000	41	5120	QAM 64	6

3.0 Upstream channels

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

Network Log

Time	Priority	Description
03-01-2024 14:04:28	warning	DBC-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;
03-01-2024 14:04:28	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 13:24:38	notice	CM-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;
03-01-2024 13:24:38	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 18 19 20 21 22 23 24 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-Q
03-01-2024 13:24:38	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 18 19 22 23 26 27 30 31 34 35 38 39 42 43 46 47 159; 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;
03-01-2024 13:24:38	notice	CM-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;
03-01-2024 13:24:38	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 13:24:25	warning	DBC-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;
03-01-2024 13:24:21	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 13:24:14	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 13:24:14	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 13:24:11	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 13:04:24	notice	REGISTRATION COMPLETE - Waiting for Operational status
03-01-2024 13:04:19	warning	RNG-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;
03-01-2024 13:04:19	warning	Dynamic Range Window violation
03-01-2024 13:04:19	warning	Dynamic Range Window violation
03-01-2024 13:04:19	warning	RNG-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;
03-01-2024 13:04:18	warning	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;
03-01-2024 13:04:18	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 13:04:18	warning	Dynamic Range Window violation
03-01-2024 13:04:05	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 13:04:03	notice	Honoring MDD; IP provisioning mode = IPv4
03-01-2024 13:03:48	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 13:03:47	critical	Cable Modem Reboot because of - HW or Power-On Reset
03-01-2024 12:41:00	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 12:40:41	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 12:40:41	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 12:40:41	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 12:40:40	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 12:40:40	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 12:40:40	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-01-2024 12:38:19	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Sabrina_B]

Hi @PonniM 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with your internet service. Could you please check all the settings on the Hub that you are in router mode, with Channel Optimisation is switched on, and any third party internet assisting devices have been removed, then restart the diagnostics again and post the results. 

Thanks

Sabrina

[PonniM]

Hi Sabrina!
Thanks for your help. I’ve checked the hub settings and removed our wifi extender. I’ve reset the hub diagnostics. Will post updated diagnostics after the hub has had some time to collect data.

[PonniM]

Please find the updated diagnostics below:

(for BQM its the period after the red packet loss spike around 12pm yesterday)

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

1	331000000	7.2	39	QAM 256	25
2	275000000	5.6	38	QAM 256	18
3	283000000	4.9	38	QAM 256	19
4	291000000	5.3	38	QAM 256	20
5	299000000	5.8	39	QAM 256	21
6	307000000	5.8	39	QAM 256	22
7	315000000	6	39	QAM 256	23
8	323000000	6.6	39	QAM 256	24
9	339000000	7.5	39	QAM 256	26
10	347000000	6.9	39	QAM 256	27
11	355000000	6.3	39	QAM 256	28
12	363000000	6	39	QAM 256	29
13	371000000	6.3	39	QAM 256	30
14	379000000	7	39	QAM 256	31
15	387000000	7.3	39	QAM 256	32
16	395000000	7.4	39	QAM 256	33
17	403000000	6.9	39	QAM 256	34
18	411000000	6.4	39	QAM 256	35
19	419000000	6.1	39	QAM 256	36
20	427000000	6.2	39	QAM 256	37
21	435000000	6.1	39	QAM 256	38
22	443000000	6	39	QAM 256	39
23	451000000	6	39	QAM 256	40
24	459000000	6.1	39	QAM 256	41
25	467000000	6	39	QAM 256	42
26	475000000	6.2	40	QAM 256	43
27	483000000	6.1	40	QAM 256	44
28	491000000	6.1	40	QAM 256	45
29	499000000	5.7	40	QAM 256	46
30	507000000	5.2	40	QAM 256	47
31	515000000	4.9	40	QAM 256	48

3.0 Downstream channels

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

1	Locked	39	26	187
2	Locked	38	110	173
3	Locked	38	132	186
4	Locked	38	67	186
5	Locked	39	27	188
6	Locked	39	15	184
7	Locked	39	113	98
8	Locked	39	80	131
9	Locked	39	26	187
10	Locked	39	18	188
11	Locked	39	21	186
12	Locked	39	131	63
13	Locked	39	107	90
14	Locked	39	285	614
15	Locked	39	11	187
16	Locked	39	15	187
17	Locked	39	12	186
18	Locked	39	125	68
19	Locked	39	94	100
20	Locked	39	21	176
21	Locked	39	11	188
22	Locked	39	14	187
23	Locked	39	17	185
24	Locked	39	121	82
25	Locked	39	108	94
26	Locked	40	16	187
27	Locked	40	17	187
28	Locked	40	16	187
29	Locked	40	17	187
30	Locked	40	74	127
31	Locked	40	136	67

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

40

5.5

1438302301

224

3.0 Upstream channels

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

0	60300000	41	5120	QAM 64	1
1	53700000	41	5120	QAM 64	2
2	46200000	40	5120	QAM 64	3
3	39400000	40.5	5120	QAM 64	4
4	32600000	40.3	5120	QAM 64	5
5	23600000	40.5	5120	QAM 64	6

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

Time Priority Description

09-01-2024 06:16:24	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; 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;
09-01-2024 06:16:01	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; 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;
09-01-2024 06:15:56	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-01-2024 12:19:16	notice	REGISTRATION COMPLETE - Waiting for Operational status
08-01-2024 12:19:09	warning	Dynamic Range Window violation
08-01-2024 12:19:09	warning	RNG-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;
08-01-2024 12:19:09	warning	Dynamic Range Window violation
08-01-2024 12:19:09	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-01-2024 12:19:09	warning	RNG-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;
08-01-2024 12:19:09	warning	Dynamic Range Window violation
08-01-2024 12:19:09	warning	RNG-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;
08-01-2024 12:19:09	warning	RNG-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;
08-01-2024 12:19:09	warning	Dynamic Range Window violation
08-01-2024 12:19:03	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-01-2024 12:18:56	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-01-2024 12:18:54	notice	Honoring MDD; IP provisioning mode = IPv4
08-01-2024 12:18:38	critical	Cable Modem Reboot because of - HW or Power-On Reset
08-01-2024 12:18:38	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[David_Bn]

Thanks for coming back to us @PonniM, and I'm sorry to hear of the poor connection issues continuing.

Check out the envelope in the top right hand corner and I'll take some details from you.

I'll attempt to report this to our Networks team, and personally I'm a little unsure why the engineers who have previously visited haven't been able to do this prior to your post.

Thanks,

David_Bn

[PonniM]

Thanks David. I've responded to your message. 

Kind Regards, 

Ponni

[mm82286]

Have you found a solution?

I’ve been having similar issues where I’m currently on 1GIG and my speed is all good but when I’m playing online videos games it’s laggy and delayed but the games network bar is not showing any spike or packet loss. But the network like keeps going thick and thin where it’s supposed to only stay thin. 

it’s been like for few weeks and when check the status in the hub , it’s been saying Intermittent issue and it’s been like this for a week now.

today , I had a engineer come out and replace the wall equipments but nothing happened, same issue.

so frustrating