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Whats going on VM,

Concerned_user
On our wavelength

 

Time

Priority

Description

27-08-2023 01:10:07

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-08-2023 00:09:04

warning

TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-08-2023 00:08:15

warning

Unicast DSID PSN startup error

27-08-2023 00:08:04

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;

27-08-2023 00:08:04

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;

27-08-2023 00:08:01

critical

No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-08-2023 00:08:01

warning

TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-08-2023 00:08:01

notice

REGISTRATION COMPLETE - Waiting for Operational status

27-08-2023 00:07:51

warning

Dynamic Range Window violation

27-08-2023 00:07:51

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;

27-08-2023 00:07:51

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;

27-08-2023 00:07:51

warning

Dynamic Range Window violation

27-08-2023 00:07:51

warning

Dynamic Range Window violation

27-08-2023 00:07:51

warning

Dynamic Range Window violation

27-08-2023 00:07:51

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;

27-08-2023 00:07:51

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;

27-08-2023 00:07:51

warning

Dynamic Range Window violation

27-08-2023 00:07:51

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;

27-08-2023 00:07:51

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;

27-08-2023 00:07:46

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;

27-08-2023 00:07:34

warning

DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-08-2023 00:07:32

notice

Honoring MDD; IP provisioning mode = IPv4

27-08-2023 00:07:22

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-08-2023 00:07:11

critical

Cable Modem Reboot due to power button reset

26-08-2023 21:12:38

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

26-08-2023 12:11:00

critical

No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

26-08-2023 12:10:25

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

26-08-2023 12:10:13

critical

Cable Modem Reboot via RG reboot command

26-08-2023 12:08:09

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

26-08-2023 12:08:08

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

26-08-2023 12:07:59

critical

Cable Modem Reboot due to power button reset

26-08-2023 12:07:56

critical

Cable Modem do Reboot Factory reset UI

 

10 REPLIES 10

Client62
Legend

The log shows 1 Hub Reset and 2 Startups plus some jabber as the Hub get connected.

Concerned_user
On our wavelength

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000006.941QAM 25625
216300000010.542QAM 2564
317100000010.343QAM 2565
41790000009.942QAM 2566
51870000009.642QAM 2567
61950000009.342QAM 2568
72030000009.442QAM 2569
82110000009.642QAM 25610
92190000009.742QAM 25611
102270000009.642QAM 25612
112350000009.642QAM 25613
122430000009.242QAM 25614
132510000008.742QAM 25615
142590000008.542QAM 25616
152670000008.542QAM 25617
162750000008.542QAM 25618
172830000008.442QAM 25619
182910000008.542QAM 25620
192990000008.142QAM 25621
203070000008.142QAM 25622
213150000007.841QAM 25623
223230000007.441QAM 25624
233390000006.741QAM 25626
243470000006.441QAM 25627
253550000006.242QAM 25628
263630000006.242QAM 25629
273710000006.242QAM 25630
283790000005.941QAM 25631
293870000005.941QAM 25632
303950000005.439QAM 25633
31403000000541QAM 25634

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked411270
2Locked422141
3Locked432090
4Locked421841
5Locked422004
6Locked421968
7Locked422017
8Locked422125
9Locked421903
10Locked421612
11Locked421622
12Locked421411
13Locked421353
14Locked421284
15Locked421182
16Locked421436
17Locked4214312
18Locked421438
19Locked421496
20Locked421356
21Locked411344
22Locked411351
23Locked411356
24Locked411309
25Locked4212518
26Locked4212420
27Locked4212415
28Locked4113811
29Locked411436
30Locked3912310
31Locked411278

Concerned_user
On our wavelength

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000037.85120QAM 641
143100000375120QAM 642
23660000036.35120QAM 643
330100000355120QAM 644
423600000355120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0100
1ATDMA0100
2ATDMA0100
3ATDMA0100
4ATDMA0170

Concerned_user
On our wavelength

Post RS Errors, Critical events in logs, and T2 timeouts, this is after an engineers visit. who tested the line and said it was OK
I've been experiencing issues from Monday 21st, every day I call VM, who say there is an issue, it will be fixed by tomorrow, website says no issues in my area, call centre say there is an issue were working on it, it will be fixed by tomorrow, engineer test was OK.

Where do I go now???

 

Concerned_user
On our wavelength

Wired connection, no wifi 🙂, should be a 1gb line...

Concerned_user_0-1693167229441.png
Speedtest.Net, shows the wrong IP, Router external facing IP is different???

Concerned_user_1-1693167348836.png

 

 

 

Hi there @Concerned_user 

Thank you so much for your post and welcome to the community forums, it's great to have you back.

I am so sorry that have faced this issue with your services and thank you so much to our community for their help and guidance so far.

I have taken a look and I can see that there is currently an outage in your area that is due to be resolved on 31st of August at 9am. I understand you have faced outages in the past and that this is very frustrating but we can assure you our teams are doing all they can to resolve this for you.

Can you pop back to us after 9am on the 31st and let us know how things are looking? 

Concerned_user
On our wavelength

Hi Ashleigh,
As requested, its the 31st of August, 10 days after the fault was reported and thankfully I am now able to work using the service.
Its been patchy but usable for the past 2+Days, I am now able to turn off my mobile hotspot, the current status is,
Monday 21st > Monday 28th, service down, I was working off my mobile data plan using a hotspot access point,
Tuesday 29th > Wednesday 30th, Service up and giving me 10Mbps service, I was able to work without mobile data access point.
Thursday 31st Service up and giving me 100Mbps service, I was able to work without mobile data access point.

This does fall short of the 1000Mbps service we are subscribed too, therefore I tried contacting VM again today and was informed by the automated service that there is an issue in the area, they were working on it and the call was terminated. during this call I was informed if its not fixed within 24hours I can call back and request an engineer.
I subscribed to receive text messages, however nothing has arrived to date, other than the standard link to the web page self help.

Full router reset to factory settings, no personal configurations done...
Tested using 1gb wired connection, limited 100Mbps...vm 31082022.png

Tested using wireless nework, default...
vm 31082022_2.png
If could could advise me of what my next step would be, it would be very much appreciated 🙂
All the best
M

Concerned_user
On our wavelength

Its maybe worth noting, Okla Speed test shows a 10Mbps line, and the issue I had with my external facing IP not matching my router external IP has resolved itself.

My log still shows issue's, and, the time stamps on the log entries are 2 hours out...

Network Log

Time Priority Description
31-08-2023 12:36:47criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 11:47:48noticeCM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: 675888; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 11:47:34warningUnicast DSID PSN startup error
31-08-2023 11:47:19warningDBC-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;
31-08-2023 11:47:19noticeUS 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;
31-08-2023 11:47:16noticeREGISTRATION COMPLETE - Waiting for Operational status
31-08-2023 11:47:11warningRNG-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;
31-08-2023 11:47:11warningDynamic Range Window violation
31-08-2023 11:47:11warningRNG-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;
31-08-2023 11:47:11warningDynamic Range Window violation
31-08-2023 11:47:11warningRNG-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;
31-08-2023 11:47:11warningDynamic Range Window violation
31-08-2023 11:47:10warningREG-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;
31-08-2023 11:47:05noticeDS 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;
31-08-2023 11:46:53warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 11:46:51noticeHonoring MDD; IP provisioning mode = IPv4
31-08-2023 11:46:41criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 11:46:29criticalCable Modem Reboot via RG reboot command
31-08-2023 11:42:10criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2023 11:41:58criticalCable Modem do Reboot Factory reset UI

Concerned_user
On our wavelength

Same again today...
Wired test on a 1gb wired connection results in...
vm 010923.pngCan anyone help?