Really really bad service (with stats)

[vmediafan1975]

Hi beautiful people I have been having atrocious internet for a month now. I started tracking it using the thinkbroadband BQM service since the 21st, I will post all the necessary logs to show my wonderful experience. Just to give all the details. T3 timeouts reported on the router multiple times per day every day, internet cuts out completely for a minute or 2 at least 5x per day. The outages usually happen around 10-12am and 4-12pm but are intermittent throughout the rest of the day. I have the Hub 3 with a separate router (netgear nighthawk) for all the internal network connections that I have thoroughly checked works perfectly. The Hub 3 itself works well in both modem and router mode and only reports the T3 upstream issues never actually turns itself off or anything.

I have a technician coming over Wednesday but if that could be avoided or helped in any way I am all ears.

Also I assume if this service quality carries on I could cut my service or get a discount considering VM are not keeping their connection quality guarantee?

Anyway here are a couple of BQM charts with the last one being a live chart:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9d2993f5437b86c6d081a738ed2d98ee88...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cc5f16143479b3f833d8f0e4597edd5d6a96fd7a-08-06-2024

https://www.thinkbroadband.com/broadband/monitoring/quality/share/caae6f319c5c6590c70fd1805d247aa6a83ed8cc

Here is a healthy traceroute to google.co.uk: 

traceroute to google.co.uk (172.217.169.35), 20 hops max, 46 byte packets
1 192.168.0.1 2.524 ms
2 *
3 80.4.208.53 14.474 ms
4 *
5 62.254.59.130 12.441 ms
6 142.250.160.116 17.971 ms
7 *
8 172.217.169.35 12.378 ms

Here is my router log:

ime Priority Description

09/06/2024 08:31:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:28:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:28:6	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:28:6	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:27:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:27:47	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:27:47	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:26:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:26:20	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:26:20	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:17	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:17	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:1	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:1	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:19:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:19:32	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:19:32	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:18:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

We need full up/down stats.

[vmediafan1975]

Full up/down stats? You mean my speeds? They are at full M350 speeds apart from the total loss of service and ping spikes.

[Cardiffman282]

Nope your upstream and downstream hub stats (same place as your error log above). 

[vmediafan1975]

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

1	203000000	4.9	40	256 qam	9
2	139000000	7	40	256 qam	1
3	147000000	6.4	38	256 qam	2
4	155000000	6	38	256 qam	3
5	163000000	5.9	40	256 qam	4
6	171000000	6	40	256 qam	5
7	179000000	5.6	40	256 qam	6
8	187000000	5.5	40	256 qam	7
9	195000000	5.3	40	256 qam	8
10	211000000	5	40	256 qam	10
11	219000000	4.6	40	256 qam	11
12	227000000	4.9	40	256 qam	12
13	235000000	4.5	40	256 qam	13
14	243000000	4.5	40	256 qam	14
15	251000000	3.9	40	256 qam	15
16	259000000	4.1	40	256 qam	16
17	267000000	3.9	40	256 qam	17
18	275000000	4	40	256 qam	18
19	283000000	3.5	40	256 qam	19
20	291000000	3.7	40	256 qam	20
21	299000000	3.2	38	256 qam	21
22	307000000	3.5	40	256 qam	22
23	315000000	3	38	256 qam	23
24	323000000	3	38	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	3204	3202
2	Locked	40.3	3752	6494
3	Locked	38.9	8914	6544
4	Locked	38.9	4081	5558
5	Locked	40.3	3440	5153
6	Locked	40.3	3444	4650
7	Locked	40.3	3289	4240
8	Locked	40.3	3303	3996
9	Locked	40.3	3248	3719
10	Locked	40.3	3182	3251
11	Locked	40.3	3084	3239
12	Locked	40.3	3168	2899
13	Locked	40.3	2993	3016
14	Locked	40.3	2914	2484
15	Locked	40.3	2749	2703
16	Locked	40.3	2718	2410
17	Locked	40.3	2688	2281
18	Locked	40.3	2698	1954
19	Locked	40.9	2484	1995
20	Locked	40.3	2505	1974
21	Locked	38.9	2402	1819
22	Locked	40.9	2253	2033
23	Locked	38.9	2183	1785
24	Locked	38.9	2131	1788

Upstream bonded channels

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

1	23600000	37.5	5120	32 qam	5
2	36600000	38.3	5120	64 qam	3
3	30100000	37.8	5120	64 qam	4
4	43100000	38.8	5120	64 qam	2
5	49600000	39.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	172	0
2	ATDMA	0	0	121	0
3	ATDMA	0	0	123	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[vmediafan1975]

Anything else? Hopefully I get a prize for a T3 highscore 😄

[jpeg1]

Lots of noise on the signal, leading to uncorrected data errors and the T3 timeouts.

Also one of the upstream channels has dropped a modulation level.  It's not a healthy connection.

Have you checked for local faults on 0800 561 0061 ?

[Tudor]

These: 

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[vmediafan1975]

done!

[vmediafan1975]

These are the stats updated today, not sure why the T3 timeout count is so different

Upstream bonded channels

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

1	23600000	37.3	5120	64 qam	5
2	36600000	39	5120	64 qam	3
3	49600175	49	5120	64 qam	1
4	30100204	49	5120	64 qam	4
5	43099917	49	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	21	0
2	ATDMA	0	0	19	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	22	0
5	ATDMA	0	0	103	0

Downstream bonded channels

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

1	203000000	3.5	38	256 qam	9
2	211000000	3.7	38	256 qam	10
3	219000000	3.2	38	256 qam	11
4	227000000	3.5	38	256 qam	12
5	235000000	3.2	40	256 qam	13
6	243000000	3.2	38	256 qam	14
7	251000000	2.5	38	256 qam	15
8	259000000	2.9	38	256 qam	16
9	267000000	2.5	38	256 qam	17
10	275000000	2.7	40	256 qam	18
11	283000000	2.2	40	256 qam	19
12	291000000	2.5	38	256 qam	20
13	299000000	2	38	256 qam	21
14	307000000	2.4	40	256 qam	22
15	315000000	1.7	38	256 qam	23
16	323000000	1.7	38	256 qam	24
17	331000000	1.5	38	256 qam	25
18	339000000	1.7	38	256 qam	26
19	347000000	1.7	38	256 qam	27
20	355000000	1.2	38	256 qam	28
21	363000000	1.2	40	256 qam	29
22	371000000	1	38	256 qam	30
23	379000000	1.4	38	256 qam	31
24	387000000	0.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	5120	5357
2	Locked	38.9	5289	4821
3	Locked	38.9	5279	4762
4	Locked	38.9	5164	4887
5	Locked	40.3	5214	4884
6	Locked	38.9	5234	4881
7	Locked	38.9	5327	4276
8	Locked	38.9	5238	4498
9	Locked	38.9	5362	4346
10	Locked	40.3	5442	4224
11	Locked	40.3	5299	4024
12	Locked	38.9	5235	3899
13	Locked	38.9	5155	3918
14	Locked	40.3	5138	3858
15	Locked	38.9	5297	3484
16	Locked	38.6	5123	3763
17	Locked	38.9	5113	3520
18	Locked	38.9	5147	3295
19	Locked	38.9	5124	3457
20	Locked	38.9	5082	3272
21	Locked	40.3	5046	3002
22	Locked	38.9	5022	3255
23	Locked	38.9	5002	2818
24	Locked	38.6	4918	2863