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Mark2424
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Message 1 of 11
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Internet cutting out every hour or so.

Below is a graph of yesterdays connection.
792353e01499393a2d26784f3ec89d94

 

 

 

 

My internet has been lagging out a ridiculous amount. This has been happening for the past month or so and is only getting worse. I'm pretty sure it's the HUB3 because that's when i started having problems. I have called VM helpline and like always the person didn't know what they was talking about.

I've had a problem with Power lvls before that was swiftly fixed by an engineer. I have checked my power lvls and they seem to be fine still, so I'm pretty sure that's not the problem. I have also seen that a green box down the street is fully exposed to the elements, i don't know if this has anything to do with VM or the internet but i guess it's worth me pointing it out.

I have searched around and know enough so please don't say something like "Reset the hub". I was hoping the problem would go away but it's been many many weeks now and is only getting worse.

 

Thank you and any help is much appreciated.

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Mark2424
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Message 2 of 11
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Re: Internet cutting out every hour or so.

Update, i thought i would post more info incase someone could spot something. -------- The upstream power lvls don't look right?

Downstream bonded channels

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

1299000000-4.237256 qam21
2139000000-138256 qam1
3147000000-0.538256 qam2
4155000000-0.438256 qam3
5163000000038256 qam4
61710000000.238256 qam5
7179000000038256 qam6
8187000000-0.238256 qam7
9195000000-1.738256 qam8
10203000000-0.938256 qam9
11211000000-1.238256 qam10
12219000000-138256 qam11
13227000000-0.738256 qam12
14235000000-138256 qam13
15243000000-1.238256 qam14
16251000000-0.938256 qam15
17259000000038256 qam16
18267000000038256 qam17
19275000000-1.738256 qam18
20283000000-2.238256 qam19
21291000000-138256 qam20
22307000000-1.738256 qam22
23315000000-1.538256 qam23
24323000000-1.538256 qam24



Downstream bonded channels

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

1Locked37.6151145175411
2Locked38.619009255823198
3Locked38.617603451103596
4Locked38.91563582313438
5Locked38.9142337304093
6Locked38.9127683902403
7Locked38.9122300242105
8Locked38.9123551091791
9Locked38.9185899307516220
10Locked38.917898954121288
11Locked38.6149302085313
12Locked38.9134610071421
13Locked38.912333251852
14Locked38.612352621734
15Locked38.9147621803332
16Locked38.911158434579
17Locked38.61568921524
18Locked38.94538701478
19Locked38.6154980514664
20Locked38.6155565966849
21Locked38.62263214395
22Locked38.9220339365764304
23Locked38.97965203366
24Locked38.95352241405

 

 

Upstream bonded channels

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

1462000004.55512064 qam1
2394000004.55512064 qam2
3326000004.525512064 qam3
4258001724.5512064 qam4

 

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jbrennand
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Message 3 of 11
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Re: Internet cutting out every hour or so.

Upstream power looks ok - the decimal point is in the wrong place due to a bug in the firmware. Downstream I dunno channel 1 looks a bit "off" but someone more qualified should comment. You have a lot of post RS errors which may be historical. Can you reset them to 0 or restart the Hub to do that, check they are at 0 and then see if they build up again over the next few hours. Can you also post up the rest of the details (errors) and also the network logs.
Could also do a quick check that all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing (rabbit chews!). Also check that all looks good with the outside cabling and wall box.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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griffin
Alessandro Volta
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Message 4 of 11
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Re: Internet cutting out every hour or so.

The BQM says it all really, I take it you haven't manually rebooted the Hub during the span of the BQM.

As mentioned the Hub's logs would be useful.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

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Mark2424
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Message 5 of 11
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Re: Internet cutting out every hour or so.

I checked everything you said like the wires and all looks fine and normal. The reason errors was built up is because i was doing that BQM test and the Hub3 is **bleep** show at resetting when my timeouts are sometimes for only 60 seconds.

Here is yeserdays BQM and some other stuff you asked for.

2072e704283d38a3707e01fd091e0a2c

 

Item Status Comments

Acquired Downstream Channel (Hz)
299000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

Downstream bonded channels

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

1299000000-4.437256 qam21
2139000000-3.538256 qam1
3147000000-338256 qam2
4155000000-2.738256 qam3
5163000000-2.538256 qam4
6171000000-2.438256 qam5
7179000000-2.938256 qam6
8187000000-4.537256 qam7
9195000000-3.538256 qam8
10203000000-3.538256 qam9
11211000000-3.438256 qam10
12219000000-3.238256 qam11
13227000000-3.238256 qam12
14235000000-3.738256 qam13
15243000000-3.538256 qam14
16251000000-2.738256 qam15
17259000000-2.538256 qam16
18267000000-4.238256 qam17
19275000000-3.938256 qam18
20283000000-2.738256 qam19
21291000000-3.938256 qam20
22307000000-6.537256 qam22
23315000000-3.938256 qam23
24323000000-3.438256 qam24



Downstream bonded channels

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

1Locked37.6790
2Locked37.970
3Locked38.650
4Locked38.690
5Locked38.960
6Locked38.670
7Locked38.630
8Locked37.640
9Locked38.6210
10Locked38.6100
11Locked38.9120
12Locked38.6100
13Locked38.6150
14Locked38.6140
15Locked38.6210
16Locked38.9110
17Locked38.9170
18Locked38.6230
19Locked38.6240
20Locked38.9290
21Locked38.9410
22Locked37.3900
23Locked38.6520
24Locked38.9430

 

1/2

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Mark2424
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Message 6 of 11
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Re: Internet cutting out every hour or so.

2/2 Upstream bonded channels

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

1462000004.825512064 qam1
2394000004.825512064 qam2
3326000004.8512064 qam3
4258000004.775512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Primary Downstream Service Flow

SFID24698
Max Traffic Rate402500000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID24697
Max Traffic Rate22010000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
 
Network LogTime Priority Description
14/03/2019 13:10:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 13:10:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 13:17:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 13:18:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 13:19:41criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 13:19:41criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 13:19:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 14:55:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 14:55:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 16:16:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 16:16:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 16:43:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 16:43:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 16:43:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 17:38:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 18:05:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 18:05:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 18:11:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2019 18:11:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I hope this is everything you asked for.

Quick question.. Could it have anything todo with the green box down the street being exposed? Or has thats nothing todo with the internet?

 

Thankyou for both of your help.

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griffin
Alessandro Volta
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Message 7 of 11
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Re: Internet cutting out every hour or so.

The logs are confirming the local circuit has dropped once over the 5 hr period.

Depends if the cabinet is a VM one, if so, then yes.
The cabinet should have a manhole in front of it, if the Manhole cover is stamped CATV, then it is a VM cab.

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Mark2424
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Message 8 of 11
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Re: Internet cutting out every hour or so.

Sorry, whats that mean?
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Forum Team
Forum Team
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Message 9 of 11
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Re: Internet cutting out every hour or so.

Hi Mark2424, 

 

Thank you for getting in touch.

 

I am really sorry to see you're having some problems with your broadband. I would love to check your account at our end to see what we can do to help.

 

Please look out for a private message from me and reply if you've not managed to get this resolved. 

 

Many thanks, 

 

 

Hetty_R
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Mark2424
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Message 10 of 11
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Re: Internet cutting out every hour or so.

Hey, it's still not fixed. I take it you are v busy and have not had the chance to pm me yet. I'll be sure to keep a lookout.

Thanx Smiley Happy
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