Menu
Reply
sjp123
  • 2.44K
  • 149
  • 344
Problem sorter
294 Views
Message 1 of 16
Flag for a moderator

Need help figuring out if the below was external or internal e.g. is my hub dying?

Hi - does the below match what was happening in the area at these times or do I need my hub looked at in more detail.

Will call in if there are more occurrences should it take a day or three for VM to respond.

Thanks in advance

Area 03 - SM3

Shout if you need more ID detail please

BQM's below, June 18th onward (the 18th was down at 7AM when the wife got up, not sure when it went down but I'm sure it was OK at bedtime on the 17th - the BQM didn't recover until I rebooted the hub at Noon)

sjp123_0-1624626890027.png

June 20th

sjp123_1-1624626931624.png

 

June 21st

sjp123_2-1624626966827.png

 

June 22nd

sjp123_3-1624627008975.png

 

June 23rd

sjp123_4-1624627079555.png

 

June 24/25th

sjp123_6-1624627207296.png

 

Live BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e337a23ad9c8656644efe26c9ddec2125f...

 

Logs & Status in subsequent replies - have exceeded character count.

 

0 Kudos
Reply
sjp123
  • 2.44K
  • 149
  • 344
Problem sorter
292 Views
Message 2 of 16
Flag for a moderator

Re: Need help figuring out if the below was external or internal e.g. is my hub dying?

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
195000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

Downstream bonded channels

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

11950000007.837256 qam8
21390000008.337256 qam1
31470000008.337256 qam2
4155000000837256 qam3
51630000007.937256 qam4
6171000000837256 qam5
7179000000837256 qam6
8187000000837256 qam7
92030000007.837256 qam9
102110000007.537256 qam10
112190000007.537256 qam11
122270000007.437256 qam12
132350000007.437256 qam13
14243000000737256 qam14
152510000007.337256 qam15
162590000007.137256 qam16
172670000007.437256 qam17
18275000000737256 qam18
19283000000737256 qam19
20291000000737256 qam20
212990000007.637256 qam21
223070000007.537256 qam22
233150000007.537256 qam23
243230000007.537256 qam24

 

0 Kudos
Reply
sjp123
  • 2.44K
  • 149
  • 344
Problem sorter
291 Views
Message 3 of 16
Flag for a moderator

Re: Need help figuring out if the below was external or internal e.g. is my hub dying?

 

Downstream bonded channels

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

1Locked37.399171
2Locked37.6113285
3Locked37.659284
4Locked37.660166
5Locked37.362272
6Locked37.677252
7Locked37.657265
8Locked37.360264
9Locked37.646164
10Locked37.663171
11Locked37.6187288
12Locked37.6213255
13Locked37.684360
14Locked37.342265
15Locked37.647199
16Locked37.666272
17Locked37.644213
18Locked37.645257
19Locked37.363179
20Locked37.651238
21Locked37.654238
22Locked37.642214
23Locked37.367146
24Locked37.348154

Upstream bonded channels

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

14620000043.3512064 qam3
23940000043512064 qam4
35370000043.3512064 qam2
46030000044512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0090
3ATDMA0040
4ATDMA0080

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
69834ncxv9873254k;fg87dsf



Primary Downstream Service Flow

SFID374
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID373
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling Type

BestEffort

 

Network Log

Time Priority Description

23/06/2021 19:52:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 18:22:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 16:52:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:50:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:50:54criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:37:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:37:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:37:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:37:35criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:36:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:36:35criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:35:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:35:56criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:34:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:34:56criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:34:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:34:16criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:33:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:33:36criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 15:25:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply
jbrennand
  • 24.07K
  • 2.54K
  • 4.37K
Very Insightful Person
Very Insightful Person
270 Views
Message 4 of 16
Flag for a moderator

Re: Need help figuring out if the below was external or internal e.g. is my hub dying?

Something amiss there ! BQM's look bad.

So firstly, have you checked first for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try 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 down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

If nothing is reported on the 0800 then you need VM to take a look at the connection

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
Paul_DN
  • 6.36K
  • 364
  • 659
Forum Team
Forum Team
198 Views
Message 5 of 16
Flag for a moderator

Re: Need help figuring out if the below was external or internal e.g. is my hub dying?

Hi sjp123,

 

Thank you for reaching out to us in our community and welcome, sorry to see you are having numerous issues with your connection.

 

I have found your account using the details we have for you and ran some diagnostic checks.

 

can you try a pin reset on the Router just to rule out a software issue, first check all the internal connections are hand tight then push a pin/ paper clip in the back of the Router where it says reset, push in until you feel it press then hold in for a timed 1 Minute, do not reboot during or after and allow 15 Minutes to settle afterwards?

 

Regards

 

Paul.

0 Kudos
Reply
sjp123
  • 2.44K
  • 149
  • 344
Problem sorter
193 Views
Message 6 of 16
Flag for a moderator

Re: Need help figuring out if the below was external or internal e.g. is my hub dying?

Thanks Paul - I will try to remember to do this before bed tonight.
Wish me luck, I am not renowned for remembering much these days 😬
0 Kudos
Reply
Paul_DN
  • 6.36K
  • 364
  • 659
Forum Team
Forum Team
192 Views
Message 7 of 16
Flag for a moderator

Re: Need help figuring out if the below was external or internal e.g. is my hub dying?

I will keep my fingers crossed for you, let us know how it goes once done, give it a little time and maybe run the BQM overnight afterwards?

 

Regards

 

Paul.

0 Kudos
Reply
sjp123
  • 2.44K
  • 149
  • 344
Problem sorter
189 Views
Message 8 of 16
Flag for a moderator

Re: Need help figuring out if the below was external or internal e.g. is my hub dying?

It will be done immediately before bed and left for the night. BQM normally running 24/7.

Thanks
0 Kudos
Reply
sjp123
  • 2.44K
  • 149
  • 344
Problem sorter
162 Views
Message 9 of 16
Flag for a moderator

Re: Need help figuring out if the below was external or internal e.g. is my hub dying?

Good grief, I remembered!

All back up and running OK within 30 minutes or thereabouts.

BQM's since the 25th just so they're recorded.

Will drop the status & logs into a further reply.

sjp123_0-1624865723367.png

 

sjp123_2-1624865772141.png

 

sjp123_3-1624865804316.png

 

sjp123_4-1624865837073.png

 

0 Kudos
Reply
sjp123
  • 2.44K
  • 149
  • 344
Problem sorter
161 Views
Message 10 of 16
Flag for a moderator

Re: Need help figuring out if the below was external or internal e.g. is my hub dying?

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
195000000
Locked
Ranged Upstream Channel (Hz)
60299942
Locked
Provisioning State
Online

 

Downstream bonded channels

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

11950000008.337256 qam8
21390000008.537256 qam1
31470000008.637256 qam2
41550000008.337256 qam3
51630000008.137256 qam4
61710000008.337256 qam5
71790000008.337256 qam6
81870000008.437256 qam7
9203000000837256 qam9
102110000007.937256 qam10
112190000007.937256 qam11
122270000007.637256 qam12
132350000007.637256 qam13
142430000007.537256 qam14
152510000007.637256 qam15
162590000007.537256 qam16
172670000007.637256 qam17
182750000007.537256 qam18
192830000007.437256 qam19
202910000007.437256 qam20
212990000007.937256 qam21
223070000007.637256 qam22
233150000007.837256 qam23
243230000007.837256 qam24



Downstream bonded channels

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

1Locked37.360
2Locked37.670
3Locked37.670
4Locked37.360
5Locked37.650
6Locked37.670
7Locked37.670
8Locked37.370
9Locked37.640
10Locked37.390
11Locked37.380
12Locked37.350
13Locked37.680
14Locked37.610
15Locked37.360
16Locked37.680
17Locked37.650
18Locked37.390
19Locked37.380
20Locked37.670
21Locked37.370
22Locked37.660
23Locked37.350
24Locked37.350

 

0 Kudos
Reply