Intermittent reliability

[harrisonlizzie5]

Recently had a VM engineer visit my property. Apparently a simple Hub swap was the fix, its been around a month now and the problems have re-occurred/maybe got worse.

Here is the router status log. Any help would be appreciated. Hub is in Router mode.

Time Priority Description

20-09-2024 20:00:41	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 20:00:41	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;
20-09-2024 19:59:47	notice	REGISTRATION COMPLETE - Waiting for Operational status
20-09-2024 19:59:40	warning	Dynamic Range Window violation
20-09-2024 19:59:40	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;
20-09-2024 19:59:39	warning	Dynamic Range Window violation
20-09-2024 19:59:39	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;
20-09-2024 19:59:39	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;
20-09-2024 19:59:39	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;
20-09-2024 19:59:39	warning	Dynamic Range Window violation
20-09-2024 19:59:39	warning	Dynamic Range Window violation
20-09-2024 19:59:39	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;
20-09-2024 19:59:34	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;
20-09-2024 19:59:33	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:59:33	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:59:31	notice	Honoring MDD; IP provisioning mode = IPv4
20-09-2024 19:59:25	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;
20-09-2024 19:58:39	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:58:30	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;
20-09-2024 19:58:30	warning	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:56:47	error	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:56:47	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:56:46	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 17; 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;
20-09-2024 19:56:46	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:56:43	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;
20-09-2024 19:56:43	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:56:42	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 17; 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;
20-09-2024 19:56:42	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:56:16	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:56:15	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 17; 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;
20-09-2024 19:56:14	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2024 19:56:11	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 17; 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;

[harrisonlizzie5]

Here's the Downstream and Upstream stats too.

3.0 Downstream channels

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

1	331000000	4.9	43	QAM 256	25
2	139000000	6.7	43	QAM 256	1
3	147000000	6.8	43	QAM 256	2
4	155000000	6.7	43	QAM 256	3
5	163000000	6.4	43	QAM 256	4
6	171000000	6.5	43	QAM 256	5
7	179000000	6.3	43	QAM 256	6
8	187000000	5.8	42	QAM 256	7
9	195000000	6.5	43	QAM 256	8
10	203000000	6.1	43	QAM 256	9
11	211000000	6.3	43	QAM 256	10
12	219000000	5.8	43	QAM 256	11
13	227000000	5	43	QAM 256	12
14	235000000	5.3	43	QAM 256	13
15	243000000	6	43	QAM 256	14
16	251000000	5.3	43	QAM 256	15
17	259000000	6	43	QAM 256	16
18	267000000	5.7	43	QAM 256	17
19	275000000	5.9	43	QAM 256	18
20	283000000	6.1	43	QAM 256	19
21	291000000	6.3	43	QAM 256	20
22	299000000	5.8	43	QAM 256	21
23	307000000	6.5	43	QAM 256	22
24	315000000	5.7	43	QAM 256	23
25	323000000	5.4	43	QAM 256	24
26	339000000	4.9	41	QAM 256	26
27	347000000	4.7	43	QAM 256	27
28	355000000	5.1	43	QAM 256	28
29	363000000	4.7	43	QAM 256	29
30	371000000	5.1	43	QAM 256	30
31	379000000	4.9	43	QAM 256	31
32	387000000	4.8	43	QAM 256	32

3.0 Downstream channels

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

1	Locked	43	296352	27778
2	Locked	43	33504906	25144042
3	Locked	43	71092910	36861101
4	Locked	43	46936710	23769170
5	Locked	43	109885624	43274116
6	Locked	43	209665586	174468945
7	Locked	43	168444244	177339404
8	Locked	42	148606609	100742217
9	Locked	43	18726832	2982596
10	Locked	43	9612160	1523040
11	Locked	43	7940551	1053937
12	Locked	43	6295797	747430
13	Locked	43	6277683	814582
14	Locked	43	4867128	549114
15	Locked	43	4640674	589807
16	Locked	43	4388675	508242
17	Locked	43	2223767	196363
18	Locked	43	1695078	133345
19	Locked	43	2321136	155875
20	Locked	43	4501426	189169
21	Locked	43	11123574	531395
22	Locked	43	13001938	599607
23	Locked	43	3591194	115856
24	Locked	43	949037	44700
25	Locked	43	479826	44537
26	Locked	41	1550965	791906
27	Locked	43	317828	33662
28	Locked	43	191531	23177
29	Locked	43	164052	22089
30	Locked	43	118841	16437
31	Locked	43	104243	14016
32	Locked	43	124768	12843

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

42

0.0

2915419446

134507

--- Upstream below

3.0 Upstream channels

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

0	49600000	45.5	5120	QAM 64	1
1	43100000	44.5	5120	QAM 64	2
2	36600000	44.5	5120	QAM 64	3
3	30100000	43.8	5120	QAM 64	4
4	23600000	44	5120	QAM 64	5

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

38.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

0

[jpeg1]

There's far to many uncorrected data errors, due to noise on the incoming signal.

Check that all coax cables and connectors are secure. Do a reset to clear the error readings and see if they build up again.

Set up a free BQM test and post a live link here. https://www.thinkbroadband.com/broadband/monitoring/quality

[harrisonlizzie5]

Hi Alessandro,

Do you mean factory reset the router or just restart it after checking cables?

[harrisonlizzie5]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2e6e9ea4f480b979ff8241062bda188ed5898db9

[jpeg1]

From the small part of the BQM visible so far, there is a serious problem with your connection.

Do a factory default to start with a clean sheet, but it does look that you will need a visit to sort this. 

[harrisonlizzie5]

Thanks Alessandro, yeah the engineer visit is booked already, was just hoping to find out a way of being able to work from home stably this week. It seems to be behaving itself a little better this evening following the factory reset but still not great looking at the graph.

[Akua_A]

Hi @harrisonlizzie5 

Welcome to our community forums and thank you for your first post.

Sorry to hear you are having intermittent service. We can understand the inconvenience caused when working from home. We can see you have recently had the appointment with our team. Can you confirm if the issue is still ongoing? Do you need any further help?

Thanks,