Internet Instability

[Kels1]

Hello,

I'm having some difficulty with my internet connection ever since cancelling and switching VM account holders. The internet keeps dropping connection, runs terribly slowly at times and definitely needs an engineer to fix the issues. 

I have double checked the HUB configurattion menu and most of it appears way out of spec. I will post the specs below. Downstream power levels aren't ideal, Downstream SNR is way below what should be expected. Downstream errors everywhere. Upstream power levels way too high. 1 Upstream channel? That isn't normal either. It's been abysmal for 3 months straight. Specs will be posted in due coruse.

Downstream bonded channels

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

1	330750000	-0.4	37	256 qam	25
2	202750000	-2	34	256 qam	9
3	210750000	-2	32	256 qam	10
4	218750000	-2	32	256 qam	11
5	226750000	-2.2	31	256 qam	12
6	234750000	-2.4	32	256 qam	13
7	242750000	-2.5	33	256 qam	14
8	250750000	-3	33	256 qam	15
9	258750000	-3.2	33	256 qam	16
10	266750000	-2.7	35	256 qam	17
11	274750000	-2.2	35	256 qam	18
12	282750000	-1.9	32	256 qam	19
13	290750000	-1.4	31	256 qam	20
14	298750000	-0.9	32	256 qam	21
15	306750000	-0.7	36	256 qam	22
16	314750000	-0.5	36	256 qam	23
17	322750000	-0.4	37	256 qam	24
18	338750000	-0.2	37	256 qam	26
19	346750000	0	37	256 qam	27
20	354750000	0.2	36	256 qam	28
21	362750000	0.7	36	256 qam	29
22	370750000	0.7	37	256 qam	30
23	378750000	0.7	37	256 qam	31
24	386750000	0.5	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	4455	77
2	Locked	34.9	-2122797458	4450
3	Locked	32.9	2028405827	1143797
4	Locked	32.9	139260171	154310
5	Locked	31.1	-530121793	45084
6	Locked	32.3	1537214938	287
7	Locked	33.2	47884256	173
8	Locked	33	7687632	167
9	Locked	33.9	11526580	57
10	Locked	35.5	210131	58
11	Locked	35.7	30555	65
12	Locked	32.9	16141975	70
13	Locked	31.4	59204868	56
14	Locked	32.5	244728073	59834086
15	Locked	36.6	4349173	42
16	Locked	36.6	584522	82
17	Locked	37.6	5859	64
18	Locked	37.6	4319	73
19	Locked	37.3	4089	37
20	Locked	36.6	2775	35
21	Locked	36.3	3154	41
22	Locked	37.3	1946	19
23	Locked	37.3	1701	28
24	Locked	37.3	1687	441

Upstream bonded channels

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

1

49600019

57

5120

64 qam

1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

4

0

[Kels1]

Live Broadband Graph (Setup in the past 10 minutes)

 

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	ewrkldJKDHSUBsgvca69834ncxv98

Primary Downstream Service Flow

SFID	11992
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	11991
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

04/04/2024 16:17:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2024 02:05:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2024 01:47:7	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2024 01:47:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2024 00:08:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2024 23:54:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2024 07:58:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2024 07:56:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 12:35:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 12:14:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 08:39:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 08:39:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 08:31:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 08:30:35	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 08:26:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 08:21:11	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 06:30:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 06:25:3	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 06:06:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2024 06:05:45	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Thats dreadful... is there really only one upstream channel ? Should be four

Check for known problems 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 and fix estimates, down to street cab/ postcode level.

.do some simple checks first...

______________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[Kels1]

I already rang the 0800 number a few days ago. No problems in the local area.

Yes, I grabbed them directly from the HUB Upstream Channels Page.

I can try to follow the rest of the information but I do believe I will need an engineer callout regardless. I would likle to request a member of the VM Team to pick up this post and send me a PM asap. As this needs rectifying.

[Client62]

It could be days before a VM mod reads this and then they my do zip.

Phone Customer Support and report the fault with upstream of the connection.

[jbrennand]

Do what I suggested... as when VM do respond it will be something they will ask you to do first 😎

[Joseph_B]

Hey @Kels1,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having these issues, I would like to go about sending out a technician for you to have a look into your Hub and the stats you are getting, for this I will need to confirm some information from you via a private message.

Joe