VM 1GIG TPLink Router - Broadband goes down daily

[savvy111]

Hi all,
I have VM 1GIG Broadband package in modem mode using an Omada TP-Link Router and LAN, AP’s etc.
Roughly on a daily basis the broadband goes down, there’s no distinct pattern and it occurs most days. Outage can last from 60seconds to 5minutes. I have switched the HUB5 back into Router mode to enable monitoring/testing and I do get some dropped packets, is the amount acceptable? (see TBB graph). Also, could someone please help me with he HUB5 router logs? I don’t really know what I should be looking for - does it look ok?
Thank you..
savvy

3.0 Downstream channels

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

1	331000000	7.9	40	QAM 256	25
2	147000000	7.5	39	QAM 256	2
3	155000000	7.6	39	QAM 256	3
4	163000000	7.4	39	QAM 256	4
5	171000000	7.3	39	QAM 256	5
6	179000000	7.2	39	QAM 256	6
7	187000000	7.2	39	QAM 256	7
8	195000000	7.4	39	QAM 256	8
9	203000000	7.3	39	QAM 256	9
10	211000000	7.5	39	QAM 256	10
11	219000000	7.6	39	QAM 256	11
12	227000000	7.4	39	QAM 256	12
13	235000000	7.6	39	QAM 256	13
14	243000000	7.4	40	QAM 256	14
15	251000000	7.4	40	QAM 256	15
16	259000000	7.4	40	QAM 256	16
17	267000000	7.4	40	QAM 256	17
18	275000000	7.5	40	QAM 256	18
19	283000000	7.6	40	QAM 256	19
20	291000000	7.7	40	QAM 256	20
21	299000000	7.7	40	QAM 256	21
22	307000000	7.6	40	QAM 256	22
23	315000000	7.6	40	QAM 256	23
24	323000000	7.7	40	QAM 256	24
25	339000000	8.2	40	QAM 256	26
26	347000000	8.3	41	QAM 256	27
27	355000000	8.1	41	QAM 256	28
28	363000000	7.9	40	QAM 256	29
29	371000000	7.9	40	QAM 256	30
30	379000000	7.9	40	QAM 256	31
31	387000000	7.8	40	QAM 256	32

3.0 Downstream channels

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

1	Locked	40	0	0
2	Locked	39	0	0
3	Locked	39	0	0
4	Locked	39	0	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	39	0	0
10	Locked	39	0	0
11	Locked	39	0	0
12	Locked	39	0	0
13	Locked	39	0	0
14	Locked	40	0	0
15	Locked	40	0	0
16	Locked	40	0	0
17	Locked	40	0	0
18	Locked	40	0	0
19	Locked	40	0	0
20	Locked	40	0	0
21	Locked	40	0	0
22	Locked	40	0	0
23	Locked	40	1	0
24	Locked	40	1	0
25	Locked	40	0	0
26	Locked	41	0	0
27	Locked	41	0	0
28	Locked	40	0	0
29	Locked	40	0	0
30	Locked	40	0	0
31	Locked	40	1	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

43

4.9

373338355

0

3.0 Upstream channels

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

0	49600000	44	5120	QAM 32	7
1	43100000	43.8	5120	QAM 32	8
2	36600000	44	5120	QAM 32	9
3	30100000	43.8	5120	QAM 32	10
4	23600000	43.5	5120	QAM 32	11

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.4

39.0

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

208

74000000

0

0

[jbrennand]

Your BQM has been blocked - presumably because you left your ip address on it.  Blank it out or click the "share live link" button and it should get stripped out.

All your up qam's are at 32 - ought to be at 64 - so that might be an issue.

[Adduxi]

As @jbrennand says, there is an issue with the Upstream, in that they should all be QAM 64.  As for the packet loss, yes there should be none.  You will need VM to check your connection and fix these issues.  If you wait here a couple of days a VM Mod should pick this up and discuss with you directly.

[savvy111]

thanks jbrennand and adduxi, here's the BQM again - the dropped packets are minimal but present, and you can also see an outage / downtime around 12.30pm.

[Adduxi]

Yes, your average latency is not great either IMHO.  The dropped packets are also an issue, whether or not they are small, they are still being dropped.  Check all the connections from the Hub to the outside Omnibox and make sure they are not loose, as this can cause noise ingress to the circuit.

Run the FULL tests on this website and post the results, using a wired connection directly to the Hub.

www.samknows.com/realspeed

[savvy111]

I've run the full tests, see below. I also checked all connections and at one point the upstream QAM dropped to 16.

I've been on 1gig for a few months now and have never hit the advertised 50mbps upload speed so that could be part of the issue.

I also rebooted the HUB but no luck, still getting dropped packets.

[Lee_R]

Hi savvy111 thanks for getting back to us.

Please can you re-confirm the hub that you're using?
Regards

Lee_R

[carl_pearce]

---

@Lee_R wrote:

Hi savvy111 thanks for getting back to us.

Please can you re-confirm the hub that you're using?
Regards

Lee_R

---

"I have switched the HUB5 back into Router mode"

[carl_pearce]

You should have just over 100Mbps upload with a DOCSIS 3.1 upstream channel.

[savvy111]

Thanks @carl_pearce, I average around 40mbps for upload so definitely something not right there!

My hub info:

Hub 5 device information

The information below shows current status of this Hub 5.

Standard specification compliant:DOCSIS 3.1

Hardware version:1.2

Software version:LG-RDK_6.9.35-2302.6

Cable MAC address:aaaaaaaaaaaaaa

Cable modem serial number:aaaaaaaaaaaaaa

System up time:1day(s)12h:1m:53s

Network access:Allowed

Here's the latest and live BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4910f5fe36c2966ef2ed6a0770ed633af8...

@lee_r what are the next steps to get this resolved?