on 08-07-2021 17:36
Been having issues with my Internet for 4 weeks now. I phoned VM Support and they asked me to reset my HUB 3.0 with Pin at the back of it. So ive done this and now a some days later its made no difference.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 6.5 | 43 | 256 qam | 25 |
2 | 203000000 | 7 | 40 | 256 qam | 9 |
3 | 211000000 | 6.8 | 40 | 256 qam | 10 |
4 | 219000000 | 6.5 | 43 | 256 qam | 11 |
5 | 227000000 | 6 | 40 | 256 qam | 12 |
6 | 235000000 | 5.5 | 40 | 256 qam | 13 |
7 | 243000000 | 5.3 | 40 | 256 qam | 14 |
8 | 251000000 | 5.3 | 40 | 256 qam | 15 |
9 | 259000000 | 5.5 | 40 | 256 qam | 16 |
10 | 267000000 | 5.9 | 40 | 256 qam | 17 |
11 | 275000000 | 6 | 40 | 256 qam | 18 |
12 | 283000000 | 6.3 | 43 | 256 qam | 19 |
13 | 291000000 | 6.4 | 40 | 256 qam | 20 |
14 | 299000000 | 6.4 | 40 | 256 qam | 21 |
15 | 307000000 | 6.4 | 40 | 256 qam | 22 |
16 | 315000000 | 6.5 | 40 | 256 qam | 23 |
17 | 323000000 | 6.3 | 40 | 256 qam | 24 |
18 | 339000000 | 6.4 | 40 | 256 qam | 26 |
19 | 347000000 | 6.1 | 40 | 256 qam | 27 |
20 | 355000000 | 5.9 | 40 | 256 qam | 28 |
21 | 363000000 | 5.5 | 40 | 256 qam | 29 |
22 | 371000000 | 5 | 40 | 256 qam | 30 |
23 | 379000000 | 4.8 | 40 | 256 qam | 31 |
24 | 387000000 | 4.6 | 43 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 43.3 | 55151 | 2603 |
2 | Locked | 40.9 | 169 | 506 |
3 | Locked | 40.9 | 188 | 606 |
4 | Locked | 43.3 | 192 | 600 |
5 | Locked | 40.9 | 271 | 963 |
6 | Locked | 40.9 | 363 | 1086 |
7 | Locked | 40.9 | 358 | 1236 |
8 | Locked | 40.9 | 389 | 1426 |
9 | Locked | 40.9 | 406 | 1670 |
10 | Locked | 40.9 | 364 | 1743 |
11 | Locked | 40.9 | 425 | 1893 |
12 | Locked | 43.3 | 454 | 2181 |
13 | Locked | 40.9 | 698 | 2852 |
14 | Locked | 40.9 | 1711 | 2426 |
15 | Locked | 40.9 | 4866 | 2281 |
16 | Locked | 40.9 | 13124 | 1814 |
17 | Locked | 40.9 | 29224 | 1450 |
18 | Locked | 40.9 | 94311 | 10519 |
19 | Locked | 40.9 | 118360 | 34357 |
20 | Locked | 40.9 | 121572 | 86855 |
21 | Locked | 40.3 | 120022 | 150602 |
22 | Locked | 40.9 | 124695 | 221547 |
23 | Locked | 40.9 | 118907 | 319291 |
24 | Locked | 43.3 | 127090 | 445290 |
Answered! Go to Answer
on 18-07-2021 09:47
From looking at the connection there are still issues with your downstream power levels, this is most likely causing the issues F1TeamLH. I have booked in another visit for you the details of which can be found via your online account or here
There are some issues with some our sites at present so if you struggle to get on or view the appointment please give it some time. Once it has been viewed, if there are any issues with the date or time please let me know here. Any changes made may delay the appointment as we always offer the earliest slot available.
Thanks
Rob
on 08-07-2021 18:06
on 09-07-2021 16:51
Hi Jbrennard did as you suggested, powered off the Hub 3.0 and disconnected the power for 10mins and powered it back on. Still same issues
Downstream bonded channels
Channel Frequency (Hz) Power (dam) SNR (dB) Modulation Channel ID
1 | 331000000 | 6.9 | 43 | 256 qam | 25 |
2 | 203000000 | 7.5 | 40 | 256 qam | 9 |
3 | 211000000 | 7.1 | 40 | 256 qam | 10 |
4 | 219000000 | 7 | 43 | 256 qam | 11 |
5 | 227000000 | 6.5 | 40 | 256 qam | 12 |
6 | 235000000 | 6 | 40 | 256 qam | 13 |
7 | 243000000 | 5.6 | 40 | 256 qam | 14 |
8 | 251000000 | 5.8 | 40 | 256 qam | 15 |
9 | 259000000 | 6 | 40 | 256 qam | 16 |
10 | 267000000 | 6.4 | 40 | 256 qam | 17 |
11 | 275000000 | 6.5 | 40 | 256 qam | 18 |
12 | 283000000 | 6.8 | 43 | 256 qam | 19 |
13 | 291000000 | 6.8 | 40 | 256 qam | 20 |
14 | 299000000 | 6.9 | 40 | 256 qam | 21 |
15 | 307000000 | 6.9 | 43 | 256 qam | 22 |
16 | 315000000 | 6.9 | 40 | 256 qam | 23 |
17 | 323000000 | 6.8 | 40 | 256 qam | 24 |
18 | 339000000 | 6.8 | 40 | 256 qam | 26 |
19 | 347000000 | 6.5 | 40 | 256 qam | 27 |
20 | 355000000 | 6.3 | 40 | 256 qam | 28 |
21 | 363000000 | 5.8 | 40 | 256 qam | 29 |
22 | 371000000 | 5.5 | 40 | 256 qam | 30 |
23 | 379000000 | 5.1 | 40 | 256 qam | 31 |
24 | 387000000 | 5 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 43.3 | 1354 | 16481 |
2 | Locked | 40.9 | 354 | 9 |
3 | Locked | 40.9 | 484 | 93 |
4 | Locked | 43.3 | 630 | 185 |
5 | Locked | 40.9 | 950 | 339 |
6 | Locked | 40.9 | 1162 | 599 |
7 | Locked | 40.9 | 1455 | 1046 |
8 | Locked | 40.9 | 1956 | 1844 |
9 | Locked | 40.3 | 2415 | 2942 |
10 | Locked | 40.3 | 3043 | 4737 |
11 | Locked | 40.9 | 2760 | 6726 |
12 | Locked | 43.3 | 1760 | 9573 |
13 | Locked | 40.9 | 1347 | 11914 |
14 | Locked | 40.9 | 1114 | 15384 |
15 | Locked | 43.3 | 883 | 18577 |
16 | Locked | 40.9 | 912 | 19451 |
17 | Locked | 40.3 | 1115 | 18734 |
18 | Locked | 40.9 | 1452 | 14600 |
19 | Locked | 40.9 | 1965 | 11720 |
20 | Locked | 40.9 | 2522 | 10793 |
21 | Locked | 40.9 | 3430 | 8836 |
22 | Locked | 40.9 | 4912 | 6350 |
23 | Locked | 40.3 | 5542 | 4449 |
24 | Locked | 40.9 | 4677 | 3247 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46199998 | 42.3 | 5120 | 64 qam | 3 |
2 | 32600000 | 40.8 | 5120 | 64 qam | 5 |
3 | 39400063 | 42.3 | 5120 | 64 qam | 4 |
4 | 53700070 | 42.3 | 5120 | 64 qam | 2 |
Upstream bonded channels
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 |
on 09-07-2021 16:51
Network Log
Time Priority Description
09/07/2021 06:03:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 17:29:10 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 12:18:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 06:37:45 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 02:06:28 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 02:06:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 12:52:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 07:05:48 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 07:05:47 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/07/2021 07:13:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/07/2021 07:13:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/07/2021 07:13:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 09-07-2021 18:18
on 11-07-2021 14:15
I have checked all the Cables made sure they in properly. The Coax Cable into the HUB is nice and tight. I've looked at the Virgin media Box outside the House thats seems all fine. Setup BQM and been running that for awhile now. My Online games keep disconnecting with Ping Timeout,
Stream movies on netflix gets stopped & gets pixilated.
on 12-07-2021 12:08
Hi F1TeamLH,
Thank you for reaching out to us in our community and welcome back, sorry to se you are experiencing packet loss and connection drops which are effecting gaming and streaming.
I have had a look our end and cannot see any issues at all, I can see you have a 3rd party Router and have ours in Modem Mode, please can you put ours back in Router Mode,
I appreciate you have advised you have done a pin reset previously however please can you try this again once you have put our Router back in Router mode,
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.
on 14-07-2021 16:35
As mentioned above - I already Did a Pin Reset! - Will this one be different? - i have taken Off my Asus Router, put a pin into the HUB Reset reset it to defaults. Left it connected over night. Below is the stats from the Hub.
1 | 331000000 | 6.8 | 43 | 256 qam | 25 |
2 | 203000000 | 7.5 | 40 | 256 qam | 9 |
3 | 211000000 | 7.1 | 40 | 256 qam | 10 |
4 | 219000000 | 6.9 | 43 | 256 qam | 11 |
5 | 227000000 | 6.4 | 40 | 256 qam | 12 |
6 | 235000000 | 6 | 40 | 256 qam | 13 |
7 | 243000000 | 5.6 | 40 | 256 qam | 14 |
8 | 251000000 | 5.5 | 40 | 256 qam | 15 |
9 | 259000000 | 5.9 | 40 | 256 qam | 16 |
10 | 267000000 | 6.3 | 40 | 256 qam | 17 |
11 | 275000000 | 6.4 | 40 | 256 qam | 18 |
12 | 283000000 | 6.5 | 43 | 256 qam | 19 |
13 | 291000000 | 6.5 | 40 | 256 qam | 20 |
14 | 299000000 | 6.6 | 40 | 256 qam | 21 |
15 | 307000000 | 6.8 | 43 | 256 qam | 22 |
16 | 315000000 | 6.8 | 40 | 256 qam | 23 |
17 | 323000000 | 6.5 | 40 | 256 qam | 24 |
18 | 339000000 | 6.6 | 40 | 256 qam | 26 |
19 | 347000000 | 6.4 | 40 | 256 qam | 27 |
20 | 355000000 | 6.1 | 40 | 256 qam | 28 |
21 | 363000000 | 5.6 | 40 | 256 qam | 29 |
22 | 371000000 | 5.4 | 40 | 256 qam | 30 |
23 | 379000000 | 5 | 40 | 256 qam | 31 |
24 | 387000000 | 4.9 | 40 | 256 qam | 32 |
1 | Locked | 43.3 | 1063 | 1 |
2 | Locked | 40.9 | 8 | 0 |
3 | Locked | 40.9 | 8 | 0 |
4 | Locked | 43.3 | 7 | 0 |
5 | Locked | 40.9 | 7 | 0 |
6 | Locked | 40.3 | 4 | 0 |
7 | Locked | 40.9 | 9 | 0 |
8 | Locked | 40.9 | 7 | 0 |
9 | Locked | 40.3 | 8 | 0 |
10 | Locked | 40.9 | 8 | 0 |
11 | Locked | 40.9 | 6 | 0 |
12 | Locked | 43.3 | 6 | 0 |
13 | Locked | 40.9 | 10 | 0 |
14 | Locked | 40.9 | 16 | 0 |
15 | Locked | 43.3 | 51 | 0 |
16 | Locked | 40.9 | 146 | 0 |
17 | Locked | 40.9 | 415 | 0 |
18 | Locked | 40.9 | 2544 | 14 |
19 | Locked | 40.9 | 4183 | 74 |
20 | Locked | 40.9 | 6527 | 404 |
21 | Locked | 40.9 | 8081 | 857 |
22 | Locked | 40.9 | 8769 | 1737 |
23 | Locked | 40.3 | 8580 | 2683 |
24 | Locked | 40.9 | 7054 | 3087 |
on 14-07-2021 16:35
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46199986 | 42.3 | 5120 | 64 qam | 3 |
2 | 32600041 | 40.8 | 5120 | 64 qam | 5 |
3 | 39400002 | 40.8 | 5120 | 64 qam | 4 |
4 | 53699996 | 42.3 | 5120 | 64 qam | 2 |
Upstream bonded channels
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 |
on 14-07-2021 16:44
Thanks for coming back to us.
Okay so from a system check, a couple of your downstream levels are out of spec, which needs a tech to attend
I'll PM you now to get the address etc
Best,
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