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unstable connection

Talbot_Sunbeam
Joining in

I wonder if anyone can can offer me any advice.

I have always been pretty satisfied as a VM customer, since long before they called that, but I have been struggling with an intermittent connection and packet loss issues for 3 or 4 years now, despite several engineer visits and calls to support it never goes away and sometimes gets worse.

I use my V3 box in modem mode.

*My apologies I have had to remove the formatting due as I was exceeding the character limit.

Router status

 

Refresh data

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

203000000

Locked

Ranged Upstream Channel (Hz)

43100000

Locked

Provisioning State

Online

 


Refresh data
Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

6.1

40

256 qam

9

2

139000000

5.3

38

256 qam

1

3

147000000

5.6

40

256 qam

2

4

155000000

5.6

40

256 qam

3

5

163000000

5.9

40

256 qam

4

6

171000000

6.1

40

256 qam

5

7

179000000

6.3

40

256 qam

6

8

187000000

6.3

40

256 qam

7

9

195000000

6

40

256 qam

8

10

211000000

6.5

40

256 qam

10

11

219000000

6.9

40

256 qam

11

12

227000000

7

40

256 qam

12

13

235000000

7

40

256 qam

13

14

243000000

7

40

256 qam

14

15

251000000

6.8

40

256 qam

15

16

259000000

7.1

40

256 qam

16

17

267000000

7

40

256 qam

17

18

275000000

7

40

256 qam

18

19

283000000

7.4

40

256 qam

19

20

291000000

7.1

40

256 qam

20

21

299000000

7.8

38

256 qam

21

22

307000000

7

38

256 qam

22

23

315000000

7.4

40

256 qam

23

24

323000000

7.5

40

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

1797286

647526

2

Locked

38.9

2126693124

5358431

3

Locked

40.3

1672493817

3695372

4

Locked

40.9

969494650

1560730

5

Locked

40.9

1669144

1016720

6

Locked

40.3

1677224

1000335

7

Locked

40.3

1689083

966035

8

Locked

40.3

1666397

621149

9

Locked

40.9

1628546

1006025

10

Locked

40.3

1691128

181223

11

Locked

40.3

1751978

539029

12

Locked

40.3

1591576

921336

13

Locked

40.9

1670071

650900

14

Locked

40.3

1697547

339207

15

Locked

40.3

1758301

721124

16

Locked

40.3

1792479

184277

17

Locked

40.3

1721500

492825

18

Locked

40.3

1259167

45108

19

Locked

40.3

549363

2297

20

Locked

40.3

11432

654

21

Locked

38.9

1723802

571056

22

Locked

38.9

1551696

933786

23

Locked

40.3

1590321

883871

24

Locked

40.3

1803425

299132

 

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Password

 

 

 


Router status

 


Status

Downstream

Upstream

Configuration

Network Log

 

Refresh data
Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

43100000

43.3

5120

64 qam

2

2

23600000

41.3

5120

64 qam

5

3

30100000

41.8

5120

64 qam

4

4

36600000

42.3

5120

64 qam

3

5

49600000

43.8

5120

64 qam

1

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

10

0

3

ATDMA

0

0

2

0

4

ATDMA

0

0

5

0

5

ATDMA

0

0

6

0

 

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Password

 

 

 


General Configuration


Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

87dsfd;kfoA,.iyewrkldJKDHSUBs

 

Primary Downstream Service Flow


SFID

4546

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow


SFID

4545

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

Refresh data
Network Log


Time

Priority

Description

06/02/2023 13:56:45

critical

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

06/02/2023 13:56:44

critical

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

06/02/2023 13:56:5

critical

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

06/02/2023 13:56:5

critical

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

06/02/2023 13:53:45

critical

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

06/02/2023 13:53:45

critical

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

06/02/2023 13:43:46

critical

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

06/02/2023 13:43:46

critical

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

06/02/2023 13:43:26

critical

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

06/02/2023 13:43:26

critical

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

06/02/2023 13:42:46

critical

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

06/02/2023 13:42:46

critical

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

06/02/2023 13:41:46

critical

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

06/02/2023 13:41:46

critical

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

06/02/2023 13:39:46

critical

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

06/02/2023 13:39:46

critical

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

05/02/2023 23:52:8

Warning!

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

05/02/2023 23:52:8

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 23:52:8

Warning!

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

05/02/2023 23:05:54

critical

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

 

 

6 REPLIES 6

Anonymous
Not applicable

Not the easiest post to read tbh but looks like lots of post RS errors and timeouts. 

Make sure all cables and connections are tight and in good condition and try a 30 second pinhole reset of the hub.

Also check for local faults on 0800 561 0061. 

Tudor
Very Insightful Person
Very Insightful Person

If you post the stats as separate entries they will be accepted.

Too many errors, but the figures are accumulative since the hub was last power cycled. So please turn off your hub for a short period, this will reset the counters, then post a new full set of stats after about two hours. This will indicate the current line status. 


Tudor
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 c1a2a285948293859940d9a49385a2

Travis_M
Forum Team
Forum Team

Hi @Talbot_Sunbeam 

 

Thanks for posting on our community forum and a warm welcome with this being your first post here, sorry to hear about the issue with your broadband.

 

The issue is being caused by an SNR [Signal Noise Ratio] outage in your area, the team are working hard to find the fault along the network and have this resolved as soon as possible for you. The estimated fix date is currently 14 Feb at 16:55 - you may notice the connection slow down / drop out regularly whilst this is ongoing. My apologies for the inconvenience and we hope to have this resolved soon

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Thank you, for your responses. I will monitor again after the 14th. As I have experienced this issue for 3 or 4 years I don't hold out much hope of a proper solution as this is far from first time I have been told a fix is underway.

I have looked at the stats screens a lot over the last year or so, what was posted before is about 2-4 weeks of uptime and was worse than usual. 2 hrs is likely to look close to perfect (depending of what 2 hrs) 2 days will always have hundreds of post RS errors and on worse days its 10's of thousands.

 

My box was powered off and on when I made the original post so below is around 48 hrs.

 

 
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Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11550000005.540256 qam3
2139000000538256 qam1
31470000005.538256 qam2
41630000005.640256 qam4
51710000005.940256 qam5
6179000000640256 qam6
7187000000640256 qam7
81950000005.840256 qam8
9203000000640256 qam9
102110000006.340256 qam10
112190000006.640256 qam11
122270000006.840256 qam12
132350000006.640256 qam13
142430000006.640256 qam14
152510000006.540256 qam15
16259000000740256 qam16
172670000006.940256 qam17
182750000006.940256 qam18
19283000000740256 qam19
202910000006.940256 qam20
212990000007.540256 qam21
223070000006.940256 qam22
233150000007.140256 qam23
243230000007.340256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.31402242
2Locked38.91461277
3Locked38.91303496
4Locked40.3152880
5Locked40.3105047
6Locked40.337715
7Locked40.31110
8Locked40.91320
9Locked40.32000
10Locked40.31360
11Locked40.31380
12Locked40.31080
13Locked40.3590
14Locked40.31890
15Locked40.33390
16Locked40.93650
17Locked40.94200
18Locked40.34260
19Locked40.32320
20Locked40.31490
21Locked40.31040
22Locked40.31040
23Locked40.31220
24Locked40.3650
 
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Router status
 
    Status
    Downstream
    Upstream
    Configuration
    Network Log
 
 
 
 
 
 
 
 
 
 
 
 
Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 43100000 42.3 5120 64 qam 2
2 23600000 41.3 5120 64 qam 5
3 30100000 41.8 5120 64 qam 4
4 36600000 42.3 5120 64 qam 3
5 49600000 43.8 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 2 0
3 ATDMA 0 0 3 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0
 

The snapshot below is 23hrs from 20:00 on the 16th to around 19:00 on the 17th. I am still having some issues.

 

 

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

1155000000538256 qam3
21390000004.438256 qam1
31470000004.838256 qam2
41630000005.140256 qam4
51710000005.440256 qam5
61790000005.440256 qam6
71870000005.340256 qam7
81950000005.140256 qam8
92030000005.440256 qam9
102110000005.640256 qam10
112190000006.338256 qam11
122270000006.338256 qam12
132350000006.140256 qam13
14243000000640256 qam14
15251000000640256 qam15
162590000006.540256 qam16
172670000006.540256 qam17
182750000006.440256 qam18
192830000006.540256 qam19
202910000006.440256 qam20
21299000000738256 qam21
223070000006.540256 qam22
233150000006.840256 qam23
243230000006.940256 qam24



Downstream bonded channels

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

1Locked38.978163119
2Locked38.92067519933
3Locked38.61266715497
4Locked40.371723798
5Locked40.359973785
6Locked40.345463753
7Locked40.335283727
8Locked40.933534196
9Locked40.934833259
10Locked40.330193464
11Locked38.928613542
12Locked38.927633323
13Locked40.323163238
14Locked40.319633087
15Locked40.918203058
16Locked40.316042727
17Locked40.313672773
18Locked40.312932581
19Locked40.311132208
20Locked40.39582438
21Locked38.910332340
22Locked40.39852422
23Locked40.39542182
24Locked40.3826

1828

 

Upstream bonded channels

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

14310000043.5512032 qam2
22360000041.5512032 qam5
33010000042512032 qam4
43660000043512032 qam3
54960000043.8512032 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0020
3ATDMA0010
4ATDMA0000
5ATDMA0010

 

 

Hello Talbot_Sunbeam

 

We're sorry to hear of the connection issues impacting your broadband connection, we appreciate the frustration this can cause and you taking the time to raise this via the forums.

 

From checking the connection and equipment we can confirm there is currently an area SNR issue under reference F010406516, this has and estimated fix date and time of today (20th February 2023) at 4.55pm. Hopefully once this issue is resolved you should see an improvement in the service. 

 

Let us know.

 

Rob