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Ping spikes - week after install

I have recently had the M350 package installed last week and latency seemed to be fine. As of Monday this week, I have noticed massive spikes in ping and download/upload speeds since then too. I have tried getting through to them but have been waiting for a few days on the online support for an answer or to book a technician. I have been monitoring the hub using BQM and the spikes are evident. Here is the link to the BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fb455fabbf65e7ed61b65153ccb01b233a9286cc
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Alessandro Volta
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Re: Ping spikes - week after install

Post the network, upstream and downstream logs from the hubs admin pages

Although some spikes are evident, that is by no means the worst BQM posted here

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Re: Ping spikes - week after install

Time Priority Description

18/11/2020 14:51:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 01:52:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 23:01:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 20:42:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 16:09:18noticeLAN login Success;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;
16/11/2020 15:26:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 15:13:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 22:03:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 17:20:31noticeLAN login Success;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;
15/11/2020 15:59:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 23:02:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 22:24:12noticeSW download Successful - Via Config file
14/11/2020 22:21:47noticeSW Download INIT - Via Config file
14/11/2020 22:21:43ErrorDisruption during SW download - Power Failure
14/11/2020 22:18:26noticeSW Download INIT - Via Config file
11/11/2020 17:24:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 15:05:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: Ping spikes - week after install

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

11390000001.240256 qam1
21470000001.240256 qam2
3155000000140256 qam3
41630000000.940256 qam4
51710000001.240256 qam5
61790000001.240256 qam6
7187000000140256 qam7
8195000000140256 qam8
9203000000140256 qam9
102110000000.940256 qam10
112190000000.940256 qam11
122270000000.940256 qam12
132350000000.940256 qam13
142430000000.740256 qam14
152510000000.740256 qam15
162590000000.540256 qam16
172670000000.740256 qam17
182750000000.540256 qam18
192830000000.740256 qam19
202910000000.540256 qam20
212990000000.740256 qam21
223070000000.540256 qam22
233150000000.240256 qam23
24323000000040256 qam24



Downstream bonded channels

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

1Locked40.3520
2Locked40.3120
3Locked40.3150
4Locked40.9120
5Locked40.3310
6Locked40.3270
7Locked40.3320
8Locked40.3240
9Locked40.3250
10Locked40.3350
11Locked40.3240
12Locked40.3330
13Locked40.3410
14Locked40.3360
15Locked40.9510
16Locked40.3840
17Locked40.9590
18Locked40.3910
19Locked40.3770
20Locked40.31140
21Locked40.31040
22Locked40.31290
23Locked40.31210
24Locked40.31480

 

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

14619997941.8512064 qam8
23940011241.8512064 qam9
35370004441.5512064 qam7
43260002042512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0030
4ATDMA0040

 

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Re: Ping spikes - week after install

Looking at the BQM, it seems to be getting worse and a big area of dropped packets that I haven't had before.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fb455fabbf65e7ed61b65153ccb01b233a9286cc
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