on 17-03-2023 09:42
Hi, I know enough about home networks to get around but over the last two months the service from virgin has been poor. It feels like a lot of micro drop outs where the hub WiFi recovers very quickly but anything connected to the Etherley takes an age to recover or doesn't until I reboot the hub. I did run a mesh Network using BT discs (couldn't get virgin one to work at all) and now that simply does not work at all. I'm really at the point of leaving even though the speed will be a lot lower it will be worth for the stability.
This is what I see in the log
Time Priority Description
Fri 17/03/2023 09:02:56 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:21 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 17/03/2023 08:59:51 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 16/03/2023 19:12:45 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 16/03/2023 17:58:25 | 6 | US profile assignment change. US Chan ID: 10; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 16/03/2023 16:47:52 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 16/03/2023 15:29:01 | 6 | US profile assignment change. US Chan ID: 10; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 16/03/2023 15:18:49 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 16/03/2023 14:36:22 | 6 | US profile assignment change. US Chan ID: 10; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 16/03/2023 14:24:37 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Any help appreciated
Answered! Go to Answer
on 17-03-2023 10:50
Some things to try;
Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.
Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping
Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.
Once done we can comment. The BT discs should work with the VM kit, there are several users here who have reported success with them.
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on 17-03-2023 10:50
Some things to try;
Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.
Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping
Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.
Once done we can comment. The BT discs should work with the VM kit, there are several users here who have reported success with them.
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on 17-03-2023 11:19
Thanks, Adduxi I will look at the items suggested.
Here are the downstream power levels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 330750000 | 4.5 | 40.4 | QAM256 | 25 |
8 | 194750000 | 4.8 | 38.6 | QAM256 | 8 |
9 | 202750000 | 4.4 | 39 | QAM256 | 9 |
10 | 210750000 | 3.7 | 39 | QAM256 | 10 |
11 | 218750000 | 3.5 | 39 | QAM256 | 11 |
12 | 226750000 | 3.6 | 39 | QAM256 | 12 |
13 | 234750000 | 3.6 | 39 | QAM256 | 13 |
14 | 242750000 | 3.9 | 38.6 | QAM256 | 14 |
15 | 250750000 | 3.9 | 39 | QAM256 | 15 |
16 | 258750000 | 4.3 | 39 | QAM256 | 16 |
17 | 266750000 | 4.5 | 38.6 | QAM256 | 17 |
18 | 274750000 | 5 | 40.4 | QAM256 | 18 |
19 | 282750000 | 4.7 | 40.4 | QAM256 | 19 |
20 | 290750000 | 4.5 | 40.4 | QAM256 | 20 |
21 | 298750000 | 4.6 | 39 | QAM256 | 21 |
22 | 306750000 | 5.1 | 40.4 | QAM256 | 22 |
23 | 314750000 | 5.4 | 40.4 | QAM256 | 23 |
24 | 322750000 | 4.8 | 40.4 | QAM256 | 24 |
26 | 338750000 | 4.3 | 40.4 | QAM256 | 26 |
27 | 346750000 | 4.1 | 40.9 | QAM256 | 27 |
28 | 354750000 | 4.1 | 40.4 | QAM256 | 28 |
29 | 362750000 | 3.4 | 40.4 | QAM256 | 29 |
30 | 370750000 | 3.4 | 40.4 | QAM256 | 30 |
31 | 378750000 | 2.9 | 40.4 | QAM256 | 31 |
32 | 386750000 | 3.4 | 40.4 | QAM256 | 32 |
33 | 394750000 | 3.5 | 40.9 | QAM256 | 33 |
34 | 402750000 | 3.5 | 40.4 | QAM256 | 34 |
35 | 410750000 | 4.1 | 40.9 | QAM256 | 35 |
36 | 418750000 | 4 | 40.4 | QAM256 | 36 |
37 | 522750000 | 2 | 40.4 | QAM256 | 37 |
38 | 530750000 | 1.8 | 40.4 | QAM256 | 38 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 40.366287 | 0 | 0 |
8 | Locked | 38.605377 | 0 | 0 |
9 | Locked | 38.983261 | 0 | 0 |
10 | Locked | 38.983261 | 0 | 0 |
11 | Locked | 38.983261 | 0 | 0 |
12 | Locked | 38.983261 | 0 | 0 |
13 | Locked | 38.983261 | 0 | 0 |
14 | Locked | 38.605377 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 38.605377 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.366287 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 38.983261 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.366287 | 0 | 0 |
24 | Locked | 40.366287 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 40.946209 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 40.366287 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
32 | Locked | 40.366287 | 0 | 0 |
33 | Locked | 40.946209 | 0 | 0 |
34 | Locked | 40.366287 | 0 | 0 |
35 | Locked | 40.946209 | 0 | 0 |
36 | Locked | 40.366287 | 0 | 0 |
37 | Locked | 40.366287 | 0 | 0 |
38 | Locked | 40.366287 | 0 | 0 |
39 | 94 | 4K | 1800 | QAM4096 | 424 |
39 | Locked | 42 | 4.1 | 70440655 | 5 |
on 17-03-2023 11:20
And the upstream power levels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 49600000 | 42.3 | 5120 KSym/sec | QAM64 | 1 |
2 | 23600000 | 40.8 | 5120 KSym/sec | QAM32 | 9 |
3 | 30100000 | 41 | 5120 KSym/sec | QAM64 | 4 |
4 | 36600000 | 41.3 | 5120 KSym/sec | QAM64 | 3 |
5 | 43100000 | 41.3 | 5120 KSym/sec | QAM64 | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
10 | 10.4 | 38.0 | 2K | QAM128 |
10 | OFDMA | 208 | 53.4 | 0 | 0 |
on 17-03-2023 11:24
US channels should all be 64 QAM. If they are not, it’s indicative of noise on the circuit and will need VM to investigate and fix.
The rest of the power levels are okay.
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on 19-03-2023 12:19
Hi Adduxi,
Thank you for reaching out to us in our community and welcome, sorry to hear your connection has been unstable, I was able to locate you on our system with the details we have for you and cannot see any issues other than a reset needed, as some issues can occur with the software please do a reset on the Hub, push a pin/ paper clip in the reset hole at the back of the Hub and keep pressed in for a full timed 1 minute.
Regards
Paul.
on 21-03-2023 10:51
Hi Paul
I chatted with one of your colleagues online and did the reset, he also supposedly did something and after 30 mins I did another restart. The problem I have is that I still see one of the upstream channels (channel 2) set at QAM32 which I have read in these communities is not correct and the same was said in this thread
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID14960000041.85120 KSym/secQAM64122360000040.55120 KSym/secQAM32933010000040.85120 KSym/secQAM644436600000415120 KSym/secQAM643543100000415120 KSym/secQAM642
I also run a mesh network using BT discs and no matter what I do I cannot get this stable, it worked fine until you developed a fault in January that was not fixed until March, again reading in the community and this thread there should be no issue using the bt discs, but mine drop out almost every 10-15 mins and unless I restart take 5+ mi s to recover, I don't know what is causing this the hub or the discs.
What I do know this is taking up far to much of my time to try and resolve.
Regards
Robert
on 23-03-2023 12:14
Hi rdpage, thanks for the message and welcome back to the forums.
I have looked at the area and can see that there are no outages affecting you.
I have run a test on Samknows and can see that you are getting the correct speed and there has been no drops over the last week .
Can you confirm if you are still having issues with the service since posting?
Kind regards, Chris.