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dawild1968
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Message 1 of 37
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Poor Service

Would anyone know why the broadband service is so poor in the OL2 area. There are weekly and sometimes daily outages. It's been like this for months.

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jbrennand
Alessandro Volta
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Message 2 of 37
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Re: Poor Service

Cant answer the question, but first job.... set up a free “BQM” to continually monitor the state of your connection and record any dropouts. It does it 24/7/365 and it keeps a visual record of all your network disconnections, useful data to have in any discussions with VM.

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

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 3 of 37
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Re: Poor Service

Hello Dawild1968.

 

Thank you for your post and sorry you're experiencing some broadband issues.

 

Are your outages through both wired and wireless devices? Do you notice any changes in the lights on your hub during these?

 

Let us know so we can investigate further please.


Thank you, Emily.

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dawild1968
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Message 4 of 37
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Re: Poor Service

Hi, 

Thanks. Yes I've done this already. It's very telling. Just one day. There are a few days when there is no outages, but I rarely go more and a couple of days without disruption of sorts. 

VM Cap.PNG

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dawild1968
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Message 5 of 37
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Re: Poor Service

Hi,

Both wired and wireless. Sometimes the the Super Hub's lights flash, as if it's going through a reset. Or trying to reconnect. I run the tests from the Service Status Pages and sometimes it says my Super Hub appears to be switched off, when it's not. Other times I don't do anything and the services comes back on it's own. 

I had an engineer our recently that:

"Boosted the power to my house" 

replaced the cable from the wall to the Super Hub

replaced the Super Hub 

And I'm still having issues with reliability. Example of outages below.

VM Cap.PNG

 

 

 

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jbrennand
Alessandro Volta
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Message 6 of 37
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Re: Poor Service

Check all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom middle of first page up and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, & network logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you.

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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dawild1968
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Message 7 of 37
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Re: Poor Service

Ok, will do.

All the connections are good as gold, tried that. Do the rest. Thanks

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dawild1968
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Message 8 of 37
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Re: Poor Service

Ok, here is the data. 

Downstream Tab

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

298750000

5.3

40

256 qam

21

2

194750000

7.3

40

256 qam

8

3

202750000

7

40

256 qam

9

4

210750000

6.5

40

256 qam

10

5

218750000

6.5

40

256 qam

11

6

226750000

6

40

256 qam

12

7

234750000

6

40

256 qam

13

8

242750000

5.8

40

256 qam

14

9

250750000

5.8

40

256 qam

15

10

258750000

5.6

40

256 qam

16

11

266750000

5.5

40

256 qam

17

12

274750000

5.4

40

256 qam

18

13

282750000

5.1

40

256 qam

19

14

290750000

5.3

40

256 qam

20

15

306750000

5.3

40

256 qam

22

16

314750000

5.6

40

256 qam

23

17

322750000

5.8

40

256 qam

24

18

402750000

5.8

40

256 qam

25

19

410750000

6

40

256 qam

26

20

418750000

5.5

40

256 qam

27

21

426750000

5.4

40

256 qam

28

22

434750000

5

40

256 qam

29

23

442750000

4.6

40

256 qam

30

24

450750000

4.5

40

256 qam

31




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

5

0

2

Locked

40.3

5

0

3

Locked

40.3

7

0

4

Locked

40.3

4

0

5

Locked

40.3

5

0

6

Locked

40.9

6

0

7

Locked

40.9

5

0

8

Locked

40.3

7

0

9

Locked

40.3

7

0

10

Locked

40.9

6

0

11

Locked

40.3

9

0

12

Locked

40.9

7

0

13

Locked

40.3

6

0

14

Locked

40.3

19

0

15

Locked

40.3

9

0

16

Locked

40.3

9

0

17

Locked

40.9

9

0

18

Locked

40.3

6

0

19

Locked

40.3

6

0

20

Locked

40.3

10

0

21

Locked

40.3

9

0

22

Locked

40.9

24

0

23

Locked

40.3

6

0

24

Locked

40.3

4

0

 

Upstream Tab

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

25800000

4.054

5120

32 qam

12

2

32600000

4.204

5120

64 qam

11

3

39400000

4.354

5120

64 qam

10

4

46200000

4.204

5120

64 qam

9




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

 

Network Log

Time

Priority

Description

16/07/2019 05:53:7

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:7

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:8

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:8

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:9

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:9

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:10

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:10

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:11

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:11

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:12

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:12

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:13

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:13

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:14

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:14

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:15

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:15

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:16

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:16

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

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jbrennand
Alessandro Volta
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Message 9 of 37
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Re: Poor Service

Hub stats look fine but the logs you posted are a mess - showing connection problems. Only showing data from the morning of the 16th though - is that all there is in there?
Needs a superuser to comment.

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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dawild1968
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Message 10 of 37
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Re: Poor Service

Just had an outage this minute. Logged into the Super Hub and copied the Network Log

 

Network Log

Time

Priority

Description

16/07/2019 05:53:13

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:13

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:14

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:14

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:15

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:15

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:16

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

16/07/2019 05:53:16

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:01:58

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:01:58

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:01:59

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:01:59

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:02:0

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:02:0

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:02:1

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:02:1

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:02:2

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:02:2

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:02:3

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2019 14:02:3

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

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