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Loss of service and high spikes in Ping and a strange BQM

Hi,

I’ve been having quite a few issues lately and I am looking for advice on what steps need to be taken next as I have had an engineer visit previously but the issues haven’t really gone away.

Two main issues:

Issue 1: I have had full loss of service for an entire weekend in fact it was more 3 days, and I don’t know if this was related to an outage or just our connection, but it took around 3 days for it to restore itself. This instance repeated itself albeit for 1 day again last weekend. When I look at the logs on the hub, I see lots of Pre-RS errors and lots of Timeout T3 errors. The first instance had too many Post-RS errors and T3 timeouts were running in double digits.

To resolve the above, I have factory reset hub quite a number of times in each instance with a hope that it would fix itself.

Issue 2: My gaming ping seems to be getting worse by the day, I used to get decent ping to play COD but now during off-peak it sits somewhere between 35 – 40ms and during peak hours, it ranges between 45 – 63ms. This clearly makes the game play a sour experience. PS5 is connected to the router via a Cat8 cable.

Our current setup is like this:

Cable comes into a white box that has one side blocked and the other has the connection with white cable that runs into the Hub 3. The hub originally had a 6db attenuator attached as the downstreams powers were too high as we are too close to virgin equipment buried under the ground (I don’t know the technical term for it, but its like a manhole with a lid and apparently quite a few connections go out of it). I had an engineer our previously who then added a 3db attenuator to the 6db attenuator as the power levels were out of spec.  The Hub is in Modem mode as I use my own Router (Huawei AX3 Pro) that serves as router.

Below are the latest power levels and logs and BQM. BQM doesn’t work with my router so had to put an extra device on in DMZ for it to respond to pings. The red patch is due to device going into sleep mode so I will try to keep it awake.

Can someone please look at the above and give me some guidance/direction on what can be done in terms to be improving the ping and loss of service and T3 timeouts or is this a case of moving to a new provider with a hope for better experience? Also, I don't understand why there is so much blue on the graph. I couldn't find on the thinkbroadband guide on what this means.

BQM  

Spoiler

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1171000000035256 qam5
21390000000.535256 qam1
3147000000-0.235256 qam2
4155000000-0.435256 qam3
5163000000034256 qam4
61790000000.235256 qam6
71870000000.536256 qam7
81950000000.436256 qam8
92030000000.537256 qam9
102110000000.537256 qam10
112190000000.737256 qam11
122270000000.938256 qam12
132350000000.738256 qam13
142430000000.538256 qam14
152510000000.538256 qam15
162590000000.938256 qam16
17267000000138256 qam17
182750000001.238256 qam18
19283000000140256 qam19
20291000000140256 qam20
212990000001.240256 qam21
223070000001.440256 qam22
233150000001.540256 qam23
243230000001.740256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked35.54263800
2Locked35.54096510
3Locked3516826530
4Locked3519508930
5Locked34.910075350
6Locked35.72144580
7Locked36.3549880
8Locked36.3251240
9Locked37.384890
10Locked37.351290
11Locked37.615510
12Locked38.63950
13Locked38.61810
14Locked38.91300
15Locked38.9690
16Locked38.6240
17Locked38.6210
18Locked38.9250
19Locked40.3140
20Locked40.9140
21Locked40.3140
22Locked40.9150
23Locked40.9180
24Locked40.3170
Spoiler

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12579995738.8512064 qam6
23259997139.8512064 qam5
33939999641.3512064 qam4
44619996942.8512064 qam3


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0020
3ATDMA0000
4ATDMA0010


Spoiler

Network Log

Time Priority Description
05/05/2022 00:22:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 11:23:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 11:23:27Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 11:17:29noticeSW download Successful - Via Config file
04/05/2022 11:14:32noticeSW Download INIT - Via Config file
04/05/2022 02:14:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 01:33:57noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 01:33:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 18:52:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 10:15:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 10:08:55ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 10:08:46criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 10:07:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:54:31ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:54:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:53:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:40:13ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:40:7criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:39:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:25:53ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Re: Loss of service and high spikes in Ping and a strange BQM

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legacy1
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Alessandro Volta
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Re: Loss of service and high spikes in Ping and a strange BQM

My guess is your Huawei AX3 Pro router is causing a delay reply for BQM DMZ on most routers don't forward ICMP.

On a wired PC run CMD and
ping -n 200 194.168.4.100

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