on 14-04-2023 13:16
Morning, Around midday the router rebooted all by itself and failed to recover, so rebooted the router and still the same. Decided to see if I can log into the router only to discover the password was not being accepted, even when I tried the default password, router was not playing ball. I decided to reset the router using the rear reset option, at first trying to get the router to reboot was almost impossible yet it eventually did, so tried to login only to discover the default password was not being accepted, tried the password I previously set it to and that also failed. After a few resets (on one Reset the light turned Green and pulsated without stopping) eventually it took the default password, selected the language, and then it prompted again for the password, but would not accept it. Powered the unit off waited a bit and powered it back up. Entered the default password and went straight in so I can customise the Wi-Fi settings. It's taken me over an hour to restore network settings yet seeing this has been an ongoing issue can I have an engineer to visit and replace this router. Clearly it has an intermittent fault and creating much frustration when the router reboot itself, stops working requiring it to be powered off and then back on, to restore internet.
Answered! Go to Answer
on 24-05-2023 16:23
Hi Morrile2,
Thank you for letting us know, I'm so sorry to hear this is still ongoing.
I've had a look at this end and can see that there are some issues with your power levels which will be causing you these issues. We'll need to book in an engineer visit so they can be put right. They might find that the issue is due to the old cables, and if so, they will arrange another appointment so the cables can be replaced.
I've popped you over a private message so I can help you further there.
on 14-04-2023 13:25
on 14-04-2023 13:49
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 36600000 | 41.020599 | 5120 KSym/sec | 64QAM | 3 |
2 | 23600000 | 40.520599 | 5120 KSym/sec | 64QAM | 5 |
3 | 30100000 | 41.020599 | 5120 KSym/sec | 64QAM | 4 |
4 | 43100000 | 41.520599 | 5120 KSym/sec | 64QAM | 2 |
5 | 49600000 | 41.020599 | 5120 KSym/sec | 64QAM | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
5 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
6 | 10.0 | 35.5 | 2K | QAM128 |
6 | OFDMA | 200 | 53.9 | 0 | 0 |
on 14-04-2023 13:50
4 of 5
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | kfoA,.iyewrkldJKDHSUBsgvca698 |
SFID | 15138 |
Max Traffic Rate | 1200000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 15137 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | bestEffort |
on 14-04-2023 13:52
5 of 5
Time Priority Description
Fri Apr 14 | 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; |
Fri Apr 14 | 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; |
Fri Apr 14 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Apr 14 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Apr 14 | 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; |
Fri Apr 14 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
As I was forced to reset the router a few time I am assuming the logs for all that were deleted upon a reset?
on 14-04-2023 14:08
2 of 5
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 2.799999 | 38.983261 | QAM256 | 25 |
8 | 195000000 | 4.000000 | 38.983261 | QAM256 | 8 |
9 | 203000000 | 3.900002 | 38.605377 | QAM256 | 9 |
10 | 211000000 | 4.300003 | 38.605377 | QAM256 | 10 |
11 | 219000000 | 4.400002 | 38.605377 | QAM256 | 11 |
12 | 227000000 | 4.000000 | 38.605377 | QAM256 | 12 |
13 | 235000000 | 4.199997 | 38.605377 | QAM256 | 13 |
14 | 243000000 | 4.199997 | 38.983261 | QAM256 | 14 |
15 | 251000000 | 4.400002 | 38.983261 | QAM256 | 15 |
16 | 259000000 | 4.099998 | 38.605377 | QAM256 | 16 |
17 | 267000000 | 4.000000 | 38.605377 | QAM256 | 17 |
18 | 275000000 | 4.000000 | 38.983261 | QAM256 | 18 |
19 | 283000000 | 4.099998 | 38.983261 | QAM256 | 19 |
20 | 291000000 | 4.199997 | 38.605377 | QAM256 | 20 |
21 | 299000000 | 4.099998 | 38.605377 | QAM256 | 21 |
22 | 307000000 | 3.000000 | 38.983261 | QAM256 | 22 |
23 | 315000000 | 3.000000 | 38.605377 | QAM256 | 23 |
24 | 323000000 | 2.599998 | 38.605377 | QAM256 | 24 |
26 | 339000000 | 2.299999 | 38.983261 | QAM256 | 26 |
27 | 347000000 | 2.500000 | 38.605377 | QAM256 | 27 |
28 | 355000000 | 1.900002 | 38.983261 | QAM256 | 28 |
29 | 363000000 | 1.799999 | 38.605377 | QAM256 | 29 |
30 | 371000000 | 1.299999 | 38.605377 | QAM256 | 30 |
31 | 379000000 | 1.099998 | 38.983261 | QAM256 | 31 |
32 | 387000000 | 0.400002 | 38.605377 | QAM256 | 32 |
33 | 395000000 | 0.700001 | 38.605377 | QAM256 | 33 |
34 | 403000000 | 0.599998 | 38.605377 | QAM256 | 34 |
35 | 411000000 | 0.700001 | 38.605377 | QAM256 | 35 |
36 | 419000000 | 0.500000 | 38.605377 | QAM256 | 36 |
37 | 427000000 | 0.700001 | 38.605377 | QAM256 | 37 |
38 | 435000000 | 0.200001 | 38.605377 | QAM256 | 38 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.983261 | 0 | 0 |
8 | Locked | 38.983261 | 0 | 0 |
9 | Locked | 38.605377 | 0 | 0 |
10 | Locked | 38.605377 | 0 | 0 |
11 | Locked | 38.605377 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 38.605377 | 0 | 0 |
14 | Locked | 38.983261 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 38.605377 | 0 | 0 |
17 | Locked | 38.605377 | 0 | 0 |
18 | Locked | 38.983261 | 0 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
21 | Locked | 38.605377 | 0 | 0 |
22 | Locked | 38.983261 | 0 | 0 |
23 | Locked | 38.605377 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.605377 | 0 | 0 |
28 | Locked | 38.983261 | 0 | 0 |
29 | Locked | 38.605377 | 0 | 0 |
30 | Locked | 38.605377 | 0 | 0 |
31 | Locked | 38.983261 | 0 | 0 |
32 | Locked | 38.605377 | 0 | 0 |
33 | Locked | 38.605377 | 0 | 0 |
34 | Locked | 38.605377 | 0 | 0 |
35 | Locked | 38.605377 | 0 | 0 |
36 | Locked | 38.605377 | 0 | 0 |
37 | Locked | 38.605377 | 0 | 0 |
38 | Locked | 38.605377 | 0 | 0 |
159 | 96 | 4K | 1840 | QAM4096 | 759 |
159 | Locked | 41 | -1.2 | 14169352 | 0 |
on 14-04-2023 14:09
1 of 5
Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status | Online | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 5 |
DOCSIS 3.1 channels | 1 | 1 |
on 22-04-2023 08:14
on 24-04-2023 15:14
Hi @Morrile2
Welcome back to the community forums
Sorry to hear you're having service issues at this time.
I have checked the systems at our side and can see that there was some signalling issues in the area over the weekend that have since been resolved and now all looked to be running well.
Can you please try rebooting your router for us if you are still experiencing issues after monitoring the service, please let us know and we'll investigate this further for you.
on 25-04-2023 11:54
Hello Sarley_S,
Many thanks for finding some signalling issues in my area over the weekend, more so when thay have since been resolved.
I shall only reply if something happens.
Very Kind regards,
Morrile