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Chris85ldn
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Recent install - nothing but problems since

Hi all,

I've recently had VM services installed at my house. There was an existing external cable connection to the house (brown wire ? Nynex box) seemingly the original from the 90s.

Had 3 visits from Kier who stated cable was very old and most likely needed replacing but signal was sufficient for install anyway.

Have had nothing but problems with the broadband since installation. Constantly drops out with various different errors on the Hub 3. Engineer visited and advised Down/Up appeared ok and that there was some noise on the line which had cleared. 

The hub now is repeatedly dropping internet and WiFi with solid white light but flashing red phone icon. Resetting the hub usually works but I can't be expected to do deal with this on a daily basis.

I've attached log info.

Hope someone can help.

Chris.

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Chris85ldn
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Re: Recent install - nothing but problems since

Network Log

Time Priority Description

11/04/2021 14:02:19criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 14:02:19criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 14:01:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 14:01:44criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 14:01:44criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:56:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:56:48noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:55:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:55:32criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:55:32criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:55:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:54:56criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:54:56criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:49:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:49:17noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:48:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:48:46criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:48:46criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:48:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:48:9criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Chris85ldn
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Re: Recent install - nothing but problems since

Downstream bonded channels

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

1282750000238256 qam19
21387500003.238256 qam1
3146750000338256 qam2
41547500002.738256 qam3
51627500003.538256 qam4
61707500003.738256 qam5
71787500002.738256 qam6
81867500002.538256 qam7
91947500002.238256 qam8
10202750000238256 qam9
112107500001.738256 qam10
122187500001.538256 qam11
132267500001.538256 qam12
142347500001.538256 qam13
152427500001.238256 qam14
162507500001.238256 qam15
172587500001.238256 qam16
182667500001.538256 qam17
192747500001.737256 qam18
202907500002.238256 qam20
212987500002.437256 qam21
223067500002.538256 qam22
233147500002.538256 qam23
243227500002.438256 qam24



Downstream bonded channels

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

1Locked38.630
2Locked38.650
3Locked38.950
4Locked38.600
5Locked38.950
6Locked38.900
7Locked38.600
8Locked38.660
9Locked38.660
10Locked38.650
11Locked38.630
12Locked38.650
13Locked38.650
14Locked38.640
15Locked38.650
16Locked38.650
17Locked38.650
18Locked38.650
19Locked37.660
20Locked38.640
21Locked37.3180
22Locked38.650
23Locked38.650
24Locked38.650

 

Upstream bonded channels

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

14620000045.3512064 qam3
23940000045.5512064 qam4
36030000043.8512064 qam1
45370000045512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

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jbrennand
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Re: Recent install - nothing but problems since

Nothing obvious in the Hub stats but the logs aren't good. You havent stated it but are the problems also evident when you are connected via an ethernet cable - or just on wifi?

All I can suggest at this stage is to pinhole reset the Hub and set up a BQM as per this...
__________________________

Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. See if that helps

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

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

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Chris85ldn
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Re: Recent install - nothing but problems since

Thanks for your reply. 

Problems occur for both WiFi and ethernet conneceted devices...

Ive setup a BQM as suggested cheers.

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jbrennand
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Re: Recent install - nothing but problems since

Post up the link to "share live graph". Did you reset the Hub?

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

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Chris85ldn
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Re: Recent install - nothing but problems since

Reset the hub yes and its resolves the issue until tomorrow...

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3c5d3890a7f8c8f24a982a0186458d6235d91902

 

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Chris85ldn
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Re: Recent install - nothing but problems since

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lotharmat
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Re: Recent install - nothing but problems since

That's a lot of red...

SOmething is definitely very wrong!

Hopefully VM staff will be along shortly to look at it for you!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Steven_L
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Re: Recent install - nothing but problems since

Hi @Chris85ldn

 

Welcome to the community and thanks for taking the time to post on our forums. 

 

I'm sorry to hear of the issues that you're having with your connection at the moment, I have been able to locate your account and unfortunately not been able to do any remote checks as our system says your hub is offline at the moment.

 

Is your hub currently turned on and working for you? 

 

Regards,

Steven_L

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