Web page loading refresh issues

[makse]

Over several weeks been having issues with devices saying they are unable to load pages or pages only partially loading. I disconnect from the wifi and back on and all is good for a period of time (random).

rebooted hub makes no difference.

I see in the logs that one upstream channel is at 16qam

and the logs are showing a lot of errors 

I rang and spoke to support and their solution is to do a pin hole reset as I am using different SSID than what the hub was supplied with.

when I mention the errors and upstream they say that they don't see it and can only put a note on the case but the solution is to do a pin hole reset 😞

Can anybody confirm if what they are saying is the solution or I am being fobbed off and totally ignoring the logs and upstream values.

TIA

Mark 

[jbrennand]

Have you actually done a pinhole reset as they advised? It sometimes does help and can restore qam levels to what they should be - so worth a try. It after all only showing 1 T3 error - the odd one is normal.

Can you post up the full set of Hub data again but do it this way.
___________________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

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

[makse]

Thanks for the reply and guidance.

They said that the pin hole reset was because I was using a different SSID and nothing else. I'll do it, but will be setting the SSID back again as every device in the house has that SSID configured. Also easier to recognise than a random VM id.

Here are the stats and logs before resetting

Downstream bonded channels

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

1	506250000	-6	38	256 qam	13
2	514250000	-5.7	38	256 qam	14
3	522250000	-5.5	38	256 qam	15
4	530250000	-5.5	38	256 qam	16
5	538250000	-6.4	38	256 qam	17
6	546250000	-7	38	256 qam	18
7	554250000	-6.2	38	256 qam	19
8	562250000	-6	38	256 qam	20
9	570250000	-6.4	38	256 qam	21
10	578250000	-6.2	38	256 qam	22
11	586250000	-5.5	38	256 qam	23
12	594250000	-5.2	40	256 qam	24
13	602250000	-5.7	38	256 qam	25
14	610250000	-6	38	256 qam	26
15	618250000	-6.7	38	256 qam	27
16	658250000	-7.7	38	256 qam	28
17	666250000	-8	38	256 qam	29
18	674250000	-8	37	256 qam	30
19	682250000	-8.5	38	256 qam	31
20	690250000	-9	37	256 qam	32
21	698250000	-9.9	37	256 qam	33
22	706250000	-10.2	37	256 qam	34
23	714250000	-9.9	37	256 qam	35
24	722250000	-9.5	37	256 qam	36

Downstream bonded channels

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

1	Locked	38.6	49	0
2	Locked	38.9	22	0
3	Locked	38.9	13	0
4	Locked	38.9	24	0
5	Locked	38.6	85	0
6	Locked	38.6	90	0
7	Locked	38.9	82	0
8	Locked	38.9	32	0
9	Locked	38.9	37	0
10	Locked	38.9	49	0
11	Locked	38.6	144	390
12	Locked	40.3	850	2601
13	Locked	38.9	219	1192
14	Locked	38.9	196	1162
15	Locked	38.6	338	1132
16	Locked	38.9	2133	771
17	Locked	38.6	4733	516
18	Locked	37.6	4462	565
19	Locked	38.9	2248	874
20	Locked	37.6	1839	1378
21	Locked	37.6	1825	2094
22	Locked	37.3	2462	3094
23	Locked	37.6	13843	4812
24	Locked	37.3	18557	6737

Upstream bonded channels

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

1	46200005	47.8	5120	64 qam	1
2	25800054	46.5	5120	32 qam	4
3	32600217	47	5120	64 qam	3
4	39399847	47.5	5120	32 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[makse]

Network Log

Time Priority Description

06/07/2021 16:10:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 15:45:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 13:13:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 10:54:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 21:05:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 20:14:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 20:14:35	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 10:14:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 10:09:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 17:40:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 11:54:36	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 20:19:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 18:02:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 12:46:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 09:08:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 19:08:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 21:11:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 13:21:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 14:20:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

OK thats not looking good. Your down power levels are all low and many are below the minimum recommended of -6dBmV.

The RS numbers are a worry too. Post up the link to the BQM asap too.

Instead of the reset just do this and if nothing changes then you will need a Tech visit.
____________

Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[makse]

I will get on to VM in the morning and see if there's anyway of getting past the Indian call centre.

BQM - https://www.thinkbroadband.com/broadband/monitoring/quality/share/f66eb406d41ca368516502fd2a8d5dd506...

I did the reset before you replied. 

there are a lot of Pre RS errors but no Post RS errors

Downstream bonded channels

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

1	722250000	-9.5	37	256 qam	36
2	506250000	-6	38	256 qam	13
3	514250000	-5.7	38	256 qam	14
4	522250000	-5.5	38	256 qam	15
5	530250000	-5.5	38	256 qam	16
6	538250000	-6.5	38	256 qam	17
7	546250000	-7	38	256 qam	18
8	554250000	-6.4	38	256 qam	19
9	562250000	-6	38	256 qam	20
10	570250000	-6.5	38	256 qam	21
11	578250000	-6.2	38	256 qam	22
12	586250000	-5.5	38	256 qam	23
13	594250000	-5.4	40	256 qam	24
14	602250000	-5.9	38	256 qam	25
15	610250000	-6	38	256 qam	26
16	618250000	-6.7	38	256 qam	27
17	658250000	-7.7	38	256 qam	28
18	666250000	-8	38	256 qam	29
19	674250000	-8	38	256 qam	30
20	682250000	-8.5	38	256 qam	31
21	690250000	-9	37	256 qam	32
22	698250000	-9.9	37	256 qam	33
23	706250000	-10.2	37	256 qam	34
24	714250000	-10	37	256 qam	35

Downstream bonded channels

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

1	Locked	37.6	1	0
2	Locked	38.6	0	0
3	Locked	38.9	4	0
4	Locked	38.6	5	0
5	Locked	38.9	0	0
6	Locked	38.9	0	0
7	Locked	38.6	0	0
8	Locked	38.9	5	0
9	Locked	38.9	3	0
10	Locked	38.6	0	0
11	Locked	38.9	0	0
12	Locked	38.9	5	0
13	Locked	40.3	5	0
14	Locked	38.9	13	0
15	Locked	38.9	5	0
16	Locked	38.6	0	0
17	Locked	38.6	0	0
18	Locked	38.9	1	0
19	Locked	38.6	4	0
20	Locked	38.6	4	0
21	Locked	37.6	6	0
22	Locked	37.3	9	0
23	Locked	37.3	1	0
24	Locked	37.3	7	0

Upstream bonded channels

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

1	46200000	47.8	5120	64 qam	1
2	25800000	46.8	5120	16 qam	4
3	32600000	47	5120	64 qam	3
4	39400064	47.3	5120	32 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[lotharmat]

Keep your eye on it! - The power levels DS are way too low and the US QAM is all over the place!

VM will pick this up soon and send an engineer to fix!

[makse]

I have VM call me back from my call yesterday and all I can say ' what a joke'.

They want me to monitor via an ethernet connected device, which I do not have. So they said that they can send me Wifi extenders 

When I asked what are the operating limits of the Downstream power levels, all I kept on being told 'they are green'. When I pressed for an answer I was told they don't share that info; more than likely the person did not know the answer.

Waiting for the complaints team to call me.

[lotharmat]

That's a load of 130110ck5!

Call it in as a fault!

It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person - Hopefully a different person!

[jbrennand]

I will flag for VM to come here.