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andyl
On our wavelength
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broadband dropouts

I would appreciate it if someone could have a quick look at my router stats and possibly help me pinpoint the root cause of the problem I keep getting.   I was looking at the stats below just prior to my broadband and wifi dropping out ( My broadband and or wifi sometimes drop several times a day with the router then rebooting itself or me having to disconnect/reconnect .)   

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

635000000

0.5

40

256 qam

25

2

459000000

-1.5

38

256 qam

7

3

467000000

-0.9

38

256 qam

8

4

475000000

-1.4

38

256 qam

9

5

483000000

-1.9

38

256 qam

10

6

491000000

-1.4

38

256 qam

11

7

499000000

-1.7

38

256 qam

12

8

507000000

-1

38

256 qam

13

9

515000000

-0.7

38

256 qam

14

10

523000000

-1.5

38

256 qam

15

11

531000000

-1.4

38

256 qam

16

12

539000000

-1.4

38

256 qam

17

13

547000000

-1.4

38

256 qam

18

14

555000000

-1

38

256 qam

19

15

563000000

-1

38

256 qam

20

16

571000000

-1

38

256 qam

21

17

579000000

-0.2

38

256 qam

22

18

587000000

0.2

40

256 qam

23

19

595000000

-0.4

38

256 qam

24

20

643000000

0

40

256 qam

26

21

651000000

0.2

38

256 qam

27

22

659000000

0.5

38

256 qam

28

23

667000000

0

38

256 qam

29

24

675000000

0.7

38

256 qam

30




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

131

902

2

Locked

38.6

78

213

3

Locked

38.6

62

178

4

Locked

38.6

80

174

5

Locked

38.9

60

147

6

Locked

38.9

59

149

7

Locked

38.6

66

171

8

Locked

38.9

71

253

9

Locked

38.6

67

322

10

Locked

38.6

70

183

11

Locked

38.6

60

258

12

Locked

38.6

69

153

13

Locked

38.9

62

305

14

Locked

38.9

79

359

15

Locked

38.9

60

259

16

Locked

38.6

65

217

17

Locked

38.9

78

349

18

Locked

40.9

71

393

19

Locked

38.9

65

312

20

Locked

40.3

59

310

21

Locked

38.9

57

388

22

Locked

38.9

51

238

23

Locked

38.9

60

396

24

Locked

38.9

68

411

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32599725

4.05

5120

32 qam

3

2

25800097

3.975

5120

16 qam

4

3

39400085

4.15

5120

32 qam

2

4

46200043

4.65

5120

64 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

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

 

Network Log

Time

Priority

Description

21/07/2019 12:40:20

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 12:41:15

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 12:41:15

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 12:41:52

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 12:41:52

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 12:42:30

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 12:42:30

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 13:47:20

critical

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 13:47:20

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 13:47:20

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 13:47:51

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 13:47:51

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 13:49:33

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;

21/07/2019 13:50:14

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 18:02:17

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;

21/07/2019 18:03:9

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2019 19:48:25

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;

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;

22/07/2019 10:38:10

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/07/2019 10:38:18

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

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Forum Team
Forum Team
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Message 2 of 6
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Re: broadband dropouts

Hello Andyl, thank you for your post and sorry you're experiencing some broadband issues.

 

Can I please just confirm a few things in regard to the broadband.

Is this happening through both wired and wireless devices?

If so, are the tests shown on a wired or wireless device? 

 

Please let us know so we can investigate further.

 

Thank you, Emily.

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griffin
Alessandro Volta
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Message 3 of 6
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Re: broadband dropouts

The logs are showing the Docsis connection dropping between the Hub and the CMTS.which needs investigating by VM.
Unfortunately, this does not mean you have wireless issues as well.

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englishbloke
Tuning in
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Message 4 of 6
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Re: broadband dropouts

I have exactly the same issues. Quickly looking at the forum, it seems to be a very common problem. After calling support the other week, it was diagnosed as an intermittent problem with the Hub and sent out new equipment. Funnily enough, I still have the same problem!

 Are VM going to admit that there is an issue? 

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Tudor
Hero
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Message 5 of 6
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Re: broadband dropouts

Your circuit should not have that mix of 64/16/32 QAM on the upstream channels, they should all be 64 QAM. I suspect noise ingress on those frequencies. Only a technician’s visit can fix this.

@englishbloke, symptoms may appear again, but often the problems are not the same. If you wish help on the board, please raise a separate post.  It gets very confusing for people to respond when there are two or more people saying they have the same problem.


There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal
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andyl
On our wavelength
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Message 6 of 6
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Re: broadband dropouts

Emily thanks for your comments.  At the moment I have a phone , V6 box and Laptop all connected via wifi.  However this problem has been ongoing for about ten years, and I get the same issues even when connected directly via a cable.  Some further background, I had an engineer(one of many over the years) call on ( 2/7/2019) and he confirmed that I had noise on the line which he identified as coming from a loose connection on a splitter to be the cause -  I suspected this was just an excuse to get to his next job ASAP, and as I suspected the problem reoccurred within a day.  I then rang the help desk again when the operator tried to fob me off by telling me to reboot the router - I do this almost daily - sometime several times a day.  I refused the offer of another engineer - and instead asked for a complaint to be raised.  After a further week of issues, I called again on 11/8/2019, only to be told that my complaint had not been actioned but simply closed. The operator then raised a further complaint, and I received a call yesterday evening.  The person I chatted to agreed there was no point sending another engineer and they would instead monitor my line for a couple of weeks.  Regarding "Tuder's" comment  "Your circuit should not have that mix of 64/16/32 QAM on the upstream channels, they should all be 64 QAM"   The engineer shrugged his shoulders and ignored this point when mentioned and the Complaint Handler dismissed it as irrelevant and just an example of a superuser demonstrating he knows a little bit more than most ....   

Anyway I will wait a couple of weeks, but I have zero confidence that Virgin have the ability or incentive to resolve my issue and I will probably move to another supplier as my patience has just about run out.   

Andy 

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