on 20-07-2021 12:47
Hi all,
I've been experiencing intermittent loss of service on my broadband for a while, with the latest occurrences being this morning where it dropped off twice. It can work for weeks and then play up, with drops off several times, like today.
I reported this issue at the end of May because it was getting so frequent, and I had an engineer come out to replace some of the internal cabling. It was alright since then, with one drop out last week and then again today.
I spoke to technical support to report the issue (took my 3 goes as the mobile signal isn't great in my house and I couldn't use Wi-Fi calling). One agent said he was checking the hub and that I had a firmware update several days ago, but the signal cut so I don't know the significance of that.
The other agent said there were a few things going on. It looks like a network issue which he has reported and said will get fixed, but also said that I'm only connecting to the hub on the 2.4Ghz and that the 5Ghz was turned off - which I don't understand because I know it was turned on after the engineer visit in May. He also said that my 200Mb connection isn't enough for my household, as I have 7 active devices connected and the limit is 8.
So I guess my questions are:
What are the network issues? Will this explain the intermittent drop off of service? And once fixed how reliable with the network be?
Why would the 5Ghz Wi-Fi be off? Would the firmware update cause this?
Why isn't 200Mb enough for 7 devices, especially when they won't all be maxing out the connection? The SH3 is capable of connecting to a lot more devices, and surely if all devices were downloading simultaneous each would just go slower? I thought 200Mb was plenty for an average household, although I've now been upgraded to 350Mb for a marginal cost to see if that improves things.
on 20-07-2021 13:23
on 20-07-2021 13:33
Hi,
I've done all the check, and no faults in the area. It's the first thing I do now, and restart the hub as most of the times that's all it needs (even though you shouldn't have to that much). Broadband monitor shows the two drips today and Sunday morning (when I was out of the house).
This affects both wired and wireless. When it goes all devices lose connection. I'd have to double check th lights next time it happens, but I'm sure I just had the one white light.
I thought 200Mb was enough, which is why I thought I'd post on here. I guess it was a selling tactic as he tried to upgrade me to 500Mb but I thought that was overkill. I only took the 350Mb as it was £1 more.
Id just like to get to the bottom of it. VM has been quite reliable for me but recently (past year maybe) I've had more drop offs than the rest of the 10years I've been with them.
I've then just have to sort the WiFi out, as the Wi-Fi on the SH3 is very poor. But I guess that's just the router.
Thanks.
on 20-07-2021 13:42
on 20-07-2021 13:52
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | -4.7 | 38 | 256 qam | 9 |
2 | 139000000 | -3.4 | 38 | 256 qam | 1 |
3 | 147000000 | -3.4 | 38 | 256 qam | 2 |
4 | 155000000 | -3.5 | 38 | 256 qam | 3 |
5 | 163000000 | -3.7 | 38 | 256 qam | 4 |
6 | 171000000 | -3.7 | 38 | 256 qam | 5 |
7 | 179000000 | -4.2 | 38 | 256 qam | 6 |
8 | 187000000 | -4.2 | 37 | 256 qam | 7 |
9 | 195000000 | -4.2 | 38 | 256 qam | 8 |
10 | 211000000 | -4.7 | 38 | 256 qam | 10 |
11 | 219000000 | -4.7 | 38 | 256 qam | 11 |
12 | 227000000 | -5 | 38 | 256 qam | 12 |
13 | 235000000 | -5 | 38 | 256 qam | 13 |
14 | 243000000 | -5.2 | 38 | 256 qam | 14 |
15 | 251000000 | -5.4 | 38 | 256 qam | 15 |
16 | 259000000 | -5.5 | 38 | 256 qam | 16 |
17 | 267000000 | -5.5 | 38 | 256 qam | 17 |
18 | 275000000 | -5.9 | 38 | 256 qam | 18 |
19 | 283000000 | -6 | 38 | 256 qam | 19 |
20 | 291000000 | -5.7 | 38 | 256 qam | 20 |
21 | 299000000 | -5.7 | 38 | 256 qam | 21 |
22 | 307000000 | -6.2 | 38 | 256 qam | 22 |
23 | 315000000 | -6 | 38 | 256 qam | 23 |
24 | 323000000 | -6.2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 25987 | 0 |
2 | Locked | 38.9 | 187920 | 5007 |
3 | Locked | 38.9 | 150120 | 5270 |
4 | Locked | 38.9 | 299566 | 525519 |
5 | Locked | 38.9 | 502615 | 616919 |
6 | Locked | 38.6 | 1007293 | 148198 |
7 | Locked | 38.6 | 597470 | 600278 |
8 | Locked | 37.6 | 326836 | 509965 |
9 | Locked | 38.9 | 34456 | 383 |
10 | Locked | 38.9 | 176207 | 7 |
11 | Locked | 38.9 | 152416 | 3202 |
12 | Locked | 38.9 | 23857 | 6747 |
13 | Locked | 38.9 | 59664 | 3880 |
14 | Locked | 38.9 | 208552 | 44 |
15 | Locked | 38.9 | 16375 | 0 |
16 | Locked | 38.9 | 13315 | 0 |
17 | Locked | 38.9 | 140284 | 34 |
18 | Locked | 38.6 | 15549 | 4494 |
19 | Locked | 38.6 | 3899 | 6433 |
20 | Locked | 38.9 | 4734 | 4670 |
21 | Locked | 38.9 | 24795 | 6 |
22 | Locked | 38.9 | 2505 | 0 |
23 | Locked | 38.9 | 892 | 0 |
24 | Locked | 38.6 | 1995 | 0 |
on 20-07-2021 13:53
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 52 | 5120 | 64 qam | 2 |
2 | 60300000 | 52.8 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
on 20-07-2021 13:54
Network Log
Time Priority Description
20/07/2021 09:54:46 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:28:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 08:53:19 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 08:47:31 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 08:35:43 | 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=3.0; |
19/07/2021 08:44:40 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 08:28:43 | 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=3.0; |
18/07/2021 08:15:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 03:25:11 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 00:46:4 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 09:25:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 09:24:55 | 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=3.0; |
14/07/2021 09:20:32 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 09:20:28 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 09:20:27 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 09:20:27 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 20:31:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 16:01:25 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 21:55:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 17:24:6 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 20-07-2021 13:56
on 20-07-2021 13:59
on 20-07-2021 14:03
Again??!!!
I'm sure I did have 4 upstream channels previously, as that was the issue in May (although then I only had 1 channel). Not sure where the other 2 have gone then.
And why wasn't this picked up with the support agent this morning??!!!
This is getting really frustrating now VM!!