on 08-02-2023 15:44
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
come back!
Sign in to view or modify your Hub 3.0 settings.
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
Welcome back!
Sign in to view or modify your Hub 3.0 settings.
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;
on 08-02-2023 16:31
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.
on 08-02-2023 17:45
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.
on 10-02-2023 19:51
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
on 11-02-2023 12:11
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.
Password |
1 | 155000000 | 5.5 | 40 | 256 qam | 3 |
2 | 139000000 | 5 | 38 | 256 qam | 1 |
3 | 147000000 | 5.5 | 38 | 256 qam | 2 |
4 | 163000000 | 5.6 | 40 | 256 qam | 4 |
5 | 171000000 | 5.9 | 40 | 256 qam | 5 |
6 | 179000000 | 6 | 40 | 256 qam | 6 |
7 | 187000000 | 6 | 40 | 256 qam | 7 |
8 | 195000000 | 5.8 | 40 | 256 qam | 8 |
9 | 203000000 | 6 | 40 | 256 qam | 9 |
10 | 211000000 | 6.3 | 40 | 256 qam | 10 |
11 | 219000000 | 6.6 | 40 | 256 qam | 11 |
12 | 227000000 | 6.8 | 40 | 256 qam | 12 |
13 | 235000000 | 6.6 | 40 | 256 qam | 13 |
14 | 243000000 | 6.6 | 40 | 256 qam | 14 |
15 | 251000000 | 6.5 | 40 | 256 qam | 15 |
16 | 259000000 | 7 | 40 | 256 qam | 16 |
17 | 267000000 | 6.9 | 40 | 256 qam | 17 |
18 | 275000000 | 6.9 | 40 | 256 qam | 18 |
19 | 283000000 | 7 | 40 | 256 qam | 19 |
20 | 291000000 | 6.9 | 40 | 256 qam | 20 |
21 | 299000000 | 7.5 | 40 | 256 qam | 21 |
22 | 307000000 | 6.9 | 40 | 256 qam | 22 |
23 | 315000000 | 7.1 | 40 | 256 qam | 23 |
24 | 323000000 | 7.3 | 40 | 256 qam | 24 |
1 | Locked | 40.3 | 1402 | 242 |
2 | Locked | 38.9 | 1461 | 277 |
3 | Locked | 38.9 | 1303 | 496 |
4 | Locked | 40.3 | 1528 | 80 |
5 | Locked | 40.3 | 1050 | 47 |
6 | Locked | 40.3 | 377 | 15 |
7 | Locked | 40.3 | 111 | 0 |
8 | Locked | 40.9 | 132 | 0 |
9 | Locked | 40.3 | 200 | 0 |
10 | Locked | 40.3 | 136 | 0 |
11 | Locked | 40.3 | 138 | 0 |
12 | Locked | 40.3 | 108 | 0 |
13 | Locked | 40.3 | 59 | 0 |
14 | Locked | 40.3 | 189 | 0 |
15 | Locked | 40.3 | 339 | 0 |
16 | Locked | 40.9 | 365 | 0 |
17 | Locked | 40.9 | 420 | 0 |
18 | Locked | 40.3 | 426 | 0 |
19 | Locked | 40.3 | 232 | 0 |
20 | Locked | 40.3 | 149 | 0 |
21 | Locked | 40.3 | 104 | 0 |
22 | Locked | 40.3 | 104 | 0 |
23 | Locked | 40.3 | 122 | 0 |
24 | Locked | 40.3 | 65 | 0 |
on 17-02-2023 19:17
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
1 | 155000000 | 5 | 38 | 256 qam | 3 |
2 | 139000000 | 4.4 | 38 | 256 qam | 1 |
3 | 147000000 | 4.8 | 38 | 256 qam | 2 |
4 | 163000000 | 5.1 | 40 | 256 qam | 4 |
5 | 171000000 | 5.4 | 40 | 256 qam | 5 |
6 | 179000000 | 5.4 | 40 | 256 qam | 6 |
7 | 187000000 | 5.3 | 40 | 256 qam | 7 |
8 | 195000000 | 5.1 | 40 | 256 qam | 8 |
9 | 203000000 | 5.4 | 40 | 256 qam | 9 |
10 | 211000000 | 5.6 | 40 | 256 qam | 10 |
11 | 219000000 | 6.3 | 38 | 256 qam | 11 |
12 | 227000000 | 6.3 | 38 | 256 qam | 12 |
13 | 235000000 | 6.1 | 40 | 256 qam | 13 |
14 | 243000000 | 6 | 40 | 256 qam | 14 |
15 | 251000000 | 6 | 40 | 256 qam | 15 |
16 | 259000000 | 6.5 | 40 | 256 qam | 16 |
17 | 267000000 | 6.5 | 40 | 256 qam | 17 |
18 | 275000000 | 6.4 | 40 | 256 qam | 18 |
19 | 283000000 | 6.5 | 40 | 256 qam | 19 |
20 | 291000000 | 6.4 | 40 | 256 qam | 20 |
21 | 299000000 | 7 | 38 | 256 qam | 21 |
22 | 307000000 | 6.5 | 40 | 256 qam | 22 |
23 | 315000000 | 6.8 | 40 | 256 qam | 23 |
24 | 323000000 | 6.9 | 40 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 7816 | 3119 |
2 | Locked | 38.9 | 206751 | 9933 |
3 | Locked | 38.6 | 126671 | 5497 |
4 | Locked | 40.3 | 7172 | 3798 |
5 | Locked | 40.3 | 5997 | 3785 |
6 | Locked | 40.3 | 4546 | 3753 |
7 | Locked | 40.3 | 3528 | 3727 |
8 | Locked | 40.9 | 3353 | 4196 |
9 | Locked | 40.9 | 3483 | 3259 |
10 | Locked | 40.3 | 3019 | 3464 |
11 | Locked | 38.9 | 2861 | 3542 |
12 | Locked | 38.9 | 2763 | 3323 |
13 | Locked | 40.3 | 2316 | 3238 |
14 | Locked | 40.3 | 1963 | 3087 |
15 | Locked | 40.9 | 1820 | 3058 |
16 | Locked | 40.3 | 1604 | 2727 |
17 | Locked | 40.3 | 1367 | 2773 |
18 | Locked | 40.3 | 1293 | 2581 |
19 | Locked | 40.3 | 1113 | 2208 |
20 | Locked | 40.3 | 958 | 2438 |
21 | Locked | 38.9 | 1033 | 2340 |
22 | Locked | 40.3 | 985 | 2422 |
23 | Locked | 40.3 | 954 | 2182 |
24 | Locked | 40.3 | 826 | 1828 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 43100000 | 43.5 | 5120 | 32 qam | 2 |
2 | 23600000 | 41.5 | 5120 | 32 qam | 5 |
3 | 30100000 | 42 | 5120 | 32 qam | 4 |
4 | 36600000 | 43 | 5120 | 32 qam | 3 |
5 | 49600000 | 43.8 | 5120 | 32 qam | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 2 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 1 | 0 |
on 20-02-2023 09:57
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