on 24-08-2022 00:26
Currently on Volt Gig1 (with 52 Mbps upstream).
Since early on Monday morning (2022-08-21), I have been experiencing regular internet disconnects at appx. half-hourly intervals.
These last from a couple of seconds to appx 30 seconds.
I didn’t notice this until late Monday night when attempting to play online gaming.
I only have PC, printer and one V6 box connected via ethernet and another V6 box and mobile connected via wi-fi, so nothing too strenuous.
I have rebooted my PC, Hub4 (3x) and performed a hard reset on the Hub4 (3x).
Aside from that I I have also checked the head-end, all coax connections etc.
The first time I performed a hard reset, it actually triggered a software update which I thought might solve the problem, but no.
When I check the online service status it doesn’t find a fault in my area, but further checking the broadband, it states:
“Looks like there's still an issue with your connection
We're looking into it. Check back here after * hours and if there's still an issue we'll help you book a technician.”
* Currently at 3 hours.
The Hub4 diagnostic tool reports:
1 Your broadband connection is working.
2 Gateway IPv4 address is valid.
3 Your broadband connection is ready.
4 The temperature of your Hub 4 is normal.
5 There is no telephone service.
Time Priority Description
Tue Aug 23 15:21:34 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 15:21:40 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 15:21:56 2022 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 17:13:12 2022 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 17:42:58 2022 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 18:13:49 2022 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 18:13:57 2022 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 18:47:40 2022 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 19:17:00 2022 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 20:38:53 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 20:38:58 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 20:39:08 2022 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 20:39:08 2022 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 20:48:32 2022 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 21:11:00 2022 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 22:16:12 2022 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 23 22:46:05 2022 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 13-03-2023 13:18
on 15-03-2023 13:43
Thanks reidm99, let us know if you need us further and we'll be happy to help.
Rob
on 22-03-2023 18:22
Well the 20th has been & gone.
Status line report complex issue with Broadband in my immediate area so presumably F010542174 resolution has moved to a future.
on 25-03-2023 11:27
Hi @reidm99 thanks for getting back to us.
I am sorry your internet connection issue is ongoing and for any inconvenience this may be causing your household. We've checked our systems from our side and I am sorry. The outage impacting your area has an extended estimated fix time. The new estimated fix date/time is 28th March at 9:00am.
Regards
Lee_R
on 03-04-2023 19:04
28th has gone - the Status phone line still reports a 'complex issue' in my postcode .
Connexion isn't 'bad' - see BQM, but DS power levels seem high although within tolerance.
Nothing I can, but will report back if something drastic happens or issue is fixed.
on 05-04-2023 19:47
Hi @reidm99,
Thank you for the update on your services on your end. I'm so sorry to hear that you're continuing to experience issues.
I've checked over things on our systems, and it appears that there's a known fault that we're currently working on with a current estimated fix date/time of approximately 9:35am on Wednesday 12th April.
If the issues continues after this time has passed, let us know and we'll take another look.
Thanks,
on 14-04-2023 20:44
Well, the 12th came and went the status phone line still reported BB & TV complex issue -
until today 2023-04-14 when it said that there would be a loss of service until 6pm.
I didn't see this loss of service, but since the hub
Looking at the BQM and network log it shows that the Hub was remotely restarted at 8 am this morning.
However, I am now getting T3 timeouts on the US channels and the DS channels seems to increasing in power levels.
The US channels keep switch between 32 QAM & 64 QAM [no idea about the 3.1 channel as the Hub5 doesn't show any data].
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | 3.1 |
Config file | Bsgvca69834ncxv9873254k;f |
Primary Downstream Service Flow
SFID | 799 |
Max Traffic Rate | 1200000450 bps |
Max Traffic Burst | 42600bytes |
Min Traffic Rate | 0 bps |
Primary Upstream Service Flow
SFID | 798 |
Max Traffic Rate | 55000270 bps |
Max Traffic Burst | 42600bytes |
Min Traffic Rate | 0 bps |
Max Concatenated Burst | 16320bytes |
Scheduling Type | Best Effort |
on 14-04-2023 20:48
Downstream bonded channels
1 | 331000000 | 8 | 40 | QAM 256 | 25 |
2 | 275000000 | 8.5 | 40 | QAM 256 | 18 |
3 | 283000000 | 8.2 | 40 | QAM 256 | 19 |
4 | 291000000 | 8.4 | 40 | QAM 256 | 20 |
5 | 299000000 | 9.2 | 41 | QAM 256 | 21 |
6 | 307000000 | 9.4 | 40 | QAM 256 | 22 |
7 | 315000000 | 9.1 | 40 | QAM 256 | 23 |
8 | 323000000 | 8.4 | 40 | QAM 256 | 24 |
9 | 339000000 | 8.1 | 40 | QAM 256 | 26 |
10 | 347000000 | 7.9 | 40 | QAM 256 | 27 |
11 | 355000000 | 7.8 | 40 | QAM 256 | 28 |
12 | 363000000 | 8 | 40 | QAM 256 | 29 |
13 | 371000000 | 8 | 40 | QAM 256 | 30 |
14 | 379000000 | 7.9 | 40 | QAM 256 | 31 |
15 | 387000000 | 7.5 | 40 | QAM 256 | 32 |
16 | 395000000 | 7.1 | 40 | QAM 256 | 33 |
17 | 403000000 | 6.9 | 39 | QAM 256 | 34 |
18 | 411000000 | 6.4 | 39 | QAM 256 | 35 |
19 | 419000000 | 6.1 | 39 | QAM 256 | 36 |
20 | 427000000 | 5.9 | 39 | QAM 256 | 37 |
21 | 435000000 | 5.9 | 39 | QAM 256 | 38 |
22 | 443000000 | 5.8 | 39 | QAM 256 | 39 |
23 | 451000000 | 5.7 | 39 | QAM 256 | 40 |
24 | 459000000 | 5.6 | 39 | QAM 256 | 41 |
25 | 467000000 | 5.6 | 39 | QAM 256 | 42 |
26 | 475000000 | 5.6 | 39 | QAM 256 | 43 |
27 | 483000000 | 5.5 | 39 | QAM 256 | 44 |
28 | 491000000 | 5.4 | 39 | QAM 256 | 45 |
29 | 499000000 | 5.4 | 39 | QAM 256 | 46 |
30 | 507000000 | 5.1 | 38 | QAM 256 | 47 |
31 | 515000000 | 4.7 | 38 | QAM 256 | 48 |
Downstream bonded channels
1 | Locked | 40 | 8 | 0 |
2 | Locked | 40 | 1 | 0 |
3 | Locked | 40 | 1 | 0 |
4 | Locked | 40 | 1 | 0 |
5 | Locked | 41 | 7 | 0 |
6 | Locked | 40 | 10 | 0 |
7 | Locked | 40 | 10 | 0 |
8 | Locked | 40 | 2 | 0 |
9 | Locked | 40 | 1 | 0 |
10 | Locked | 40 | 4 | 0 |
11 | Locked | 40 | 6 | 0 |
12 | Locked | 40 | 8 | 0 |
13 | Locked | 40 | 7 | 0 |
14 | Locked | 40 | 4 | 0 |
15 | Locked | 40 | 7 | 0 |
16 | Locked | 40 | 7 | 0 |
17 | Locked | 39 | 5 | 0 |
18 | Locked | 39 | 5 | 0 |
19 | Locked | 39 | 3 | 0 |
20 | Locked | 39 | 3 | 0 |
21 | Locked | 39 | 2 | 0 |
22 | Locked | 39 | 2 | 0 |
23 | Locked | 39 | 1 | 0 |
24 | Locked | 39 | 2 | 0 |
25 | Locked | 39 | 5 | 0 |
26 | Locked | 39 | 5 | 0 |
27 | Locked | 39 | 6 | 0 |
28 | Locked | 39 | 4 | 0 |
29 | Locked | 39 | 7 | 0 |
30 | Locked | 38 | 4 | 0 |
31 | Locked | 38 | 11 | 0 |
on 14-04-2023 20:49
Upstream bonded channels
0 | 49600000 | 37.5 | 5120 | QAM 64 | 1 |
1 | 43100000 | 37 | 5120 | QAM 64 | 2 |
2 | 36600000 | 37.5 | 5120 | QAM 64 | 3 |
3 | 30100000 | 38.8 | 5120 | QAM 64 | 4 |
4 | 23600000 | 39.5 | 5120 | QAM 64 | 5 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 21 | 0 |
2 | ATDMA | 0 | 0 | 18 | 0 |
3 | ATDMA | 0 | 0 | 18 | 0 |
4 | ATDMA | 0 | 0 | 18 | 0 |
General Configuration
Allowed |
1 |
Enabled |
3.1 |
Bsgvca69834ncxv9873254k;f |
Primary Downstream Service Flow
799 |
1200000450 bps |
42600bytes |
0 bps |
Primary Upstream Service Flow
798 |
55000270 bps |
42600bytes |
0 bps |
16320bytes |
Best Effort |
on 14-04-2023 21:06
As I was trying to post the network log, I lost connection - though wi-fi was fine, websites reported a DNS error,
Then the Hub started flashing red 🤔.
Anyway this is latest log as the previous entries from earlier today have been overwritten.
Whatever the supposed fix on the 12th and/or today have clearly not worked.
Network Log
14-04-2023 21:00:07 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 21:00:07 | warning | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 21:00:04 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
14-04-2023 20:59:58 | warning | Dynamic Range Window violation |
14-04-2023 20:59:58 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:59:58 | warning | REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:59:58 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:59:58 | warning | Dynamic Range Window violation |
14-04-2023 20:59:58 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:59:58 | warning | Dynamic Range Window violation |
14-04-2023 20:59:58 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:59:58 | warning | Dynamic Range Window violation |
14-04-2023 20:59:58 | warning | Dynamic Range Window violation |
14-04-2023 20:59:58 | warning | Dynamic Range Window violation |
14-04-2023 20:59:58 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:59:58 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:59:53 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:59:40 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:59:38 | notice | Honoring MDD; IP provisioning mode = IPv4 |
14-04-2023 20:59:24 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:56:08 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:55:54 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:55:54 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:55:54 | warning | Dynamic Range Window violation |
14-04-2023 20:55:54 | warning | Dynamic Range Window violation |
14-04-2023 20:55:53 | warning | TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:54:53 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:54:53 | warning | Dynamic Range Window violation |
14-04-2023 20:54:53 | warning | Dynamic Range Window violation |
14-04-2023 20:54:53 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:54:53 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
14-04-2023 20:54:53 | warning | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |