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Slow broadband and intermittent connection

lungarman
Tuning in

Hi,

The past week I have been suffering very badly with slow broadband and an intermittent unreliable connection. I use a mix of wired and wireless connection types.

I have tried calling support direct but have had little luck.

I have posted my logs below, hopefully I've done this correctly.

Any help would be greatly appreciated.

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
338750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 338750000 11.6 40 256 qam 26
2 202750000 11.5 40 256 qam 9
3 210750000 11.4 40 256 qam 10
4 218750000 11 40 256 qam 11
5 226750000 11 40 256 qam 12
6 234750000 10.5 40 256 qam 13
7 242750000 10.5 40 256 qam 14
8 250750000 10.4 40 256 qam 15
9 258750000 10.5 40 256 qam 16
10 266750000 10.6 40 256 qam 17
11 274750000 10.6 40 256 qam 18
12 282750000 10.9 40 256 qam 19
13 290750000 11 40 256 qam 20
14 298750000 11.4 40 256 qam 21
15 306750000 11.5 40 256 qam 22
16 314750000 11.4 40 256 qam 23
17 322750000 11.3 40 256 qam 24
18 330750000 11.5 40 256 qam 25
19 346750000 11.6 40 256 qam 27
20 354750000 11.6 40 256 qam 28
21 362750000 11.4 40 256 qam 29
22 370750000 11.5 40 256 qam 30
23 378750000 11.1 40 256 qam 31
24 386750000 11 40 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 5 0
2 Locked 40.3 5 0
3 Locked 40.3 4 0
4 Locked 40.3 4 0
5 Locked 40.3 7 0
6 Locked 40.9 3 0
7 Locked 40.3 6 0
8 Locked 40.9 0 0
9 Locked 40.9 5 0
10 Locked 40.3 3 0
11 Locked 40.9 4 0
12 Locked 40.9 6 0
13 Locked 40.3 6 0
14 Locked 40.3 4 0
15 Locked 40.9 6 0
16 Locked 40.3 6 0
17 Locked 40.3 7 0
18 Locked 40.3 8 0
19 Locked 40.3 4 0
20 Locked 40.9 5 0
21 Locked 40.3 6 0
22 Locked 40.3 4 0
23 Locked 40.3 6 0
24 Locked 40.3 0 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 33 5120 32 qam 4
2 46200000 33 5120 64 qam 3
3 53700000 33.5 5120 32 qam 2
4 60300000 33.5 5120 32 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
v9873254k;fg87dsfd;kfoA,.


Primary Downstream Service Flow
SFID 898
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 28654
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Network Log
Time Priority Description
02/09/2021 19:52:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 19:52:25 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 19:36:14 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 02:11:7 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=3.0;
02/09/2021 02:10:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 02:10:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:57:45 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=3.0;
02/09/2021 01:53:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:53:55 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:52:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:52:39 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:51:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:51:53 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:51:8 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:51:8 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:50:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:50:21 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:49:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:49:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:48:49 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=3.0;

 

 

 

 

15 REPLIES 15

Thank you very much for flagging - I'm at a bit of a loss so really appreciate it. Here are a few screenshots of the BQM:

03/09/2021:

lungarman_0-1630769838747.png

04/09/2021:

lungarman_1-1630769934472.png

 

 

 

 

Update (it wouldn't let me edit the post above) in case it helps:

lungarman_0-1630787964182.png

 

That is quite a poorly connection!



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

Hi there @lungarman

 

Thank you so much for your post and I am so sorry to see this has happened!

 

Unfortunately I have checked your account from our side and there is an outage reported for your area, it appears to be dealing with a SNR issue. The current estimated fix time for this is the 9th of September at 9am. 

 

Are you able to monitor this for us and let us know how things are looking after then? 

 

Thank you and so sorry again for the inconvenience. 

Hi Ashleigh,

Thank you for the information - good to have an estimated fix date and I will definitely repost on here if the problem persists beyond that date.

Out of curiosity, why is it when I check the Service Status Website and call 0800 561 0061 it does not report a problem in my area? It makes it difficult for me to assess the situation and so I end up repeatedly calling CS - any ideas?

Thanks again for the support.

Hi lungarman

 

Thanks for coming back to us. 

 

SNR is such an intermittent issue that not all customers would be impacted. However, rather than calling, do pop us a post here and we can check anytime for you 🙂

 

Kind regards,

John_GS
Forum Team


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