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Please could someone check my upstream / downstream figures? Wifi cutting out

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Gina1980
Dialled in

on ‎19-05-2022 13:50

A couple of times over the past year we have had a problem where the wifi would drop from our devices unless we were in the same room as the router.  Someone kindly gave me directions to check the router status and post the figures, a problem was identified and an engineer came out to sort it.  

Well - the same thing has been happening for the past few weeks - no devices are connecting unless we are in the living room - so I am going to post the figures again ad hopefully someone wiser than me can see if there is a problem! Here goes: 

Downstream bonded channels

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

11387500001.438256 qam1
21467500000.937256 qam2
31547500000.538256 qam3
4162750000037256 qam4
5170750000037256 qam5
6178750000-0.438256 qam6
7186750000-0.537256 qam7
8194750000-0.738256 qam8
9202750000-0.938256 qam9
10210750000-1.238256 qam10
11218750000-1.238256 qam11
12226750000-1.438256 qam12
13234750000-1.538256 qam13
14242750000-1.538256 qam14
15250750000-1.938256 qam15
16258750000-238256 qam16
17266750000-2.238256 qam17
18274750000-2.538256 qam18
19282750000-2.738256 qam19
20290750000-2.738256 qam20
21298750000-2.938256 qam21
22306750000-3.238256 qam22
23314750000-3.238256 qam23
24322750000-3.538256 qam24



Downstream bonded channels

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

1Locked38.642575156
2Locked37.636785993
3Locked38.6137456146
4Locked37.3117156762
5Locked37.661345724
6Locked38.942306611
7Locked37.654466080
8Locked38.620156534
9Locked38.615946389
10Locked38.615193803
11Locked38.911395209
12Locked38.612345128
13Locked38.611685066
14Locked38.947014906
15Locked38.655495112
16Locked38.613484594
17Locked38.614504464
18Locked38.911244937
19Locked38.611284785
20Locked38.610114959
21Locked38.610727498
22Locked38.611177855
23Locked38.615787651
24Locked38.651147946

 

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Paul_DN
Forum Team
Forum Team
In response to Gina1980

on ‎19-05-2022 15:24

Hey, Gina1980,

Thank you for reaching out to us in our community and welcome back, sorry to see you are facing issues with your connection dropping, I have run further checks our end and cannot see any issues, I will invite you into a private chat so I can run further checks and arrange a technician if required.

Regards

Paul.

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Gina1980
Dialled in

on ‎19-05-2022 13:51

 

Upstream bonded channels

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

15369999245.5512064 qam2
26029999145.3512064 qam1
33940000044.8512064 qam4
44620004445512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0010
3ATDMA0020
4ATDMA0020

 

Network Log

Time Priority Description

13/05/2022 01:01:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 00:47:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 00:47:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 00:47:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 00:47:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 00:47:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 23:31:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 23:31:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 23:31:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 23:31:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 23:31:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 02:45:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 13:01:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2022 04:39:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2022 20:32:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 00:33:44noticeSW download Successful - Via NMS
05/05/2022 00:29:51noticeSW Download INIT - Via NMS
03/05/2022 13:31:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 17:18:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 17:18:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thank you!

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jbrennand
Very Insightful Person
Very Insightful Person
In response to Gina1980

on ‎19-05-2022 14:07

Can you reset everything to 0 by switching the Hub off for 5' and then on again and then -check if all the errors are at 0.

But... are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What are the various Hub lights showing/doing when this happens? White/green flashing/stable ?

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

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Anonymous
Not applicable
In response to Gina1980

on ‎19-05-2022 14:07

Loads of post RS errors and some T3 timeout errors none of which should really be there.

Check all of your cables and connections. Also check the service status on the VM site. Otherwise you will need a VM engineer. 

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Gina1980
Dialled in
In response to Anonymous

‎19-05-2022 14:13 - edited ‎19-05-2022 14:15

Thanks for checking, both.  We don't have anything connected via ethernet.  Everything is wifi only!  The cables and collections are all fine, nothing has moved or been pulled out etc.

There is one horizontal thin light that is a yellow-orange and stable.

It is affecting two mobile phones, three laptops, and more.

Service status says there are no issues for our postcode.

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jbrennand
Very Insightful Person
Very Insightful Person
In response to Anonymous

on ‎19-05-2022 14:15

As cardiffman says... which is why I asked you to reset to 0. These errors could be historical accumulation from a fault occurring weekss ago - if the Hub has not been switched off in that time

See if they start reappearing over a short time frame - they shouldnt

And check if its just a wifi issue

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Gina1980
Dialled in
In response to jbrennand

on ‎19-05-2022 14:17

Having re-set the box, here are the new stats:

Downstream bonded channels

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

1330750000-3.938256 qam25
2338750000-3.738256 qam26
3346750000-4.238256 qam27
4354750000-4.438256 qam28
5362750000-4.538256 qam29
6370750000-4.738256 qam30
7378750000-4.737256 qam31
8386750000-5.537256 qam32
9394750000-5.537256 qam33
10402750000-6.237256 qam34
11410750000-5.737256 qam35
12418750000-637256 qam36
13426750000-5.737256 qam37
14434750000-5.737256 qam38
15442750000-5.438256 qam39
16450750000-5.238256 qam40
17458750000-5.438256 qam41
18466750000-5.238256 qam42
19474750000-5.238256 qam43
20482750000-5.738256 qam44
21490750000-638256 qam45
22498750000-6.437256 qam46
23506750000-6.437256 qam47
24514750000-6.238256 qam48



Downstream bonded channels

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

1Locked38.600
2Locked38.950
3Locked38.900
4Locked38.950
5Locked38.960
6Locked38.670
7Locked37.600
8Locked37.650
9Locked37.660
10Locked37.600
11Locked37.630
12Locked37.300
13Locked37.650
14Locked37.600
15Locked38.640
16Locked38.670
17Locked38.950
18Locked38.940
19Locked38.9160
20Locked38.2190
21Locked38.640
22Locked37.610
23Locked37.310
24Locked38.660

 

 

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Gina1980
Dialled in
In response to Gina1980

on ‎19-05-2022 14:17

Upstream bonded channels

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

15370000045.5512064 qam2
26030000045.3512064 qam1
33940000044.8512064 qam4
44620000045512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Gina1980
Dialled in
In response to Gina1980

on ‎19-05-2022 14:17

Network Log

Time Priority Description

13/05/2022 01:01:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 00:47:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 00:47:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 00:47:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 00:47:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 00:47:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 23:31:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 23:31:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 23:31:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 23:31:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 23:31:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 02:45:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 13:01:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2022 04:39:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2022 20:32:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 00:33:44noticeSW download Successful - Via NMS
05/05/2022 00:29:51noticeSW Download INIT - Via NMS
03/05/2022 13:31:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 17:18:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 17:18:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
Not applicable
In response to Gina1980

on ‎19-05-2022 14:19

Sorry John we crossed in the ether there. Over to you 🤝

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