constant glitching and dropouts

[sciisfun]

Hello once again hive mind!

Since the last post (previous post) we've had an engineer come out, adjust our position in the cabinet, and upgrade our router. Our speed has raised (and at times even makes it to 100mb/s) however we have issues where it'll just drop out completely for between seconds and minutes at a time. Kicking devices off the wifi, it disappearing from all devices, and a generic Virgin media ssid connectable, and any devices plugged into the ethernet just showing as no connection to the internet. while I could put up with (begrudgingly), now trying to download large items from google drive, has made it impossible to do, as I can't leave it running overnight without timing out. I've put the logs below in case there's something I've missed, however I have seen on a social app that there are lots of people having issues like this in the area (and have had for some time)

Thanks All

James

Downstream bonded channels

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

1	411000000	5.6	37	256 qam	1
2	419000000	5.8	37	256 qam	2
3	427000000	5.5	37	256 qam	3
4	435000000	5.8	37	256 qam	4
5	443000000	5.4	37	256 qam	5
6	451000000	5.9	37	256 qam	6
7	459000000	5.3	37	256 qam	7
8	467000000	5.6	37	256 qam	8
9	475000000	5.1	37	256 qam	9
10	483000000	5.5	37	256 qam	10
11	491000000	5.3	37	256 qam	11
12	499000000	5.6	37	256 qam	12
13	507000000	5.5	37	256 qam	13
14	515000000	5.6	38	256 qam	14
15	523000000	5.5	37	256 qam	15
16	531000000	5.5	37	256 qam	16
17	539000000	5.4	37	256 qam	17
18	547000000	5.4	37	256 qam	18
19	555000000	5.5	37	256 qam	19
20	563000000	5.1	37	256 qam	20
21	571000000	5.4	37	256 qam	21
22	579000000	5	37	256 qam	22
23	587000000	5.3	37	256 qam	23
24	595000000	4.9	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	1124	1
2	Locked	37.3	951	0
3	Locked	37.3	1031	0
4	Locked	37.6	1245	0
5	Locked	37.6	1020	13
6	Locked	37.6	797	0
7	Locked	37.6	2007	0
8	Locked	37.6	862	4
9	Locked	37.6	921	0
10	Locked	37.6	769	17
11	Locked	37.6	1235	1
12	Locked	37.6	749	0
13	Locked	37.6	998	0
14	Locked	38.6	696	8
15	Locked	37.6	933	0
16	Locked	37.6	1396	0
17	Locked	37.6	706	0
18	Locked	37.6	923	0
19	Locked	37.6	755	0
20	Locked	37.6	854	0
21	Locked	37.6	698	0
22	Locked	37.3	1048	0
23	Locked	37.6	729	0
24	Locked	37.6	1392	0

Upstream bonded channels

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

1	46200024	45.8	5120	64 qam	1
2	32600050	44.8	5120	64 qam	3
3	39400026	45.3	5120	64 qam	2
4	25800000	44.3	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	13	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	6	0
4	ATDMA	0	0	6	0

Network Log

Time Priority Description

18/07/2021 07:57:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 07:56:57	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 07:07:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 19:57:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 14:20:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2021 07:57:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 02:08:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 19:57:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 04:10:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 07:57:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 11:27:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 19:57:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 13:15:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 13:13:41	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 07:57:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 08:33:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 19:57:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 22:32:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 07:57:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 03:33:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

Any idea how long the hub had been running when you posted that data? 

Power levels, SNR and modulation all look OK, although the nature of synch errors and partial service problems tends to be intermittent, so sometimes a problem is only obvious when you look at the "right" time.  The network log looks normal to me for a DOCSIS connection - a handful of T3 timeouts are normal, loads are not.

There's some post-RS (uncorrectable) errors on the downstream, and whilst an occasional few are tolerable, what matters is how fast they crop up, likewise the upstream timeout count looks too high.  It has been asked but never answered why the hub can record more T3 errors in the upstream count than the network log shows.  Clustering on upstream channel 1 suggests noise ingress, but 46 kHz is a frequency usually associated with short range civilian uses, plus some military, so could be a VM equipment fault.

You may also want to setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a LINK to a LIVE, SHARED graph here and we'll see if that shows anything.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.

[Kath_F]

Hi sciisfun,

Thanks for coming back to us on this and apologies to hear that these issues are ongoing.

I've taken a look at the account today at the Hub stats and can see the power levels and signal levels look good. The area cable is looking good too. I can see that the hub has been online for 43 days at the time of me replying to you though so there may well be a number of errors recorded that are from the past. 

Please reboot the hub by switching off at the mains for a few minutes. This should reset things and we can look at this again for you. 

It is also worth setting up the BQM as per Andrew-G's advice so we can monitor the drop outs. 

Thanks,