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eng59
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5th day of cable modem going offline intermittantly

Hi

Has anyone else experienced their cable modem going offline and the internet LED flashing green with the base LED showing flashing/solid green ?

Rang the automated test line which told me there was a problem then nothing.

posted on twitter the issues and got the run around about checking the LED's etc.

This is the 5th day of this issue.

Not amused....

Thanks for any help.

 

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jbrennand
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Re: 5th day of cable modem going offline intermittantly

Call CS to register the fault and they will test your connection and let you know whether there is a known problem.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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eng59
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Re: 5th day of cable modem going offline intermittantly

Thanks, I did try, 15 mins and they never answered my call and then left for the day

and day 6 or is it 7, really awful service so flaky

my modem log shows this ( MAC address changed)

 

27/06/2019 21:40:23Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/06/2019 21:40:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Guess 

I’ll try and ring time wasters are us tomorrow 

 

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jpeg1
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Re: 5th day of cable modem going offline intermittantly

Don't bother with live chat. Ring 150 and report the fault.

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Very Insightful Person
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Helpful Answer

Re: 5th day of cable modem going offline intermittantly

start with some info/facts

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labeled - upstream - downstream

if its an earlier hub button is top right

you can ring CS but dont expect much more than restart it or whatevet else they think of

____________________

Tony
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eng59
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Re: 5th day of cable modem going offline intermittantly

Thanks for comments.

dial 150 won’t work for me as not virgin phone.

CS are waste of time, 34 mins on canned Muzak and got through and ‘I’ll just test your modem’, 

CS hung up!!  wth?

log readings are:

 

Downstream bonded channels

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

1387000000-540256 qam26
2187000000-5.438256 qam7
3195000000-538256 qam8
4203000000-5.438256 qam9
5211000000-5.538256 qam10
6219000000-5.938256 qam11
7227000000-6.538256 qam12
8235000000-638256 qam13
9243000000-5.938256 qam14
10251000000-5.238256 qam15
11259000000-6.538256 qam16
12267000000-638256 qam17
13275000000-6.238256 qam18
14283000000-438256 qam19
15291000000-438256 qam20
16299000000-4.538256 qam21
17307000000-6.238256 qam22
18315000000-638256 qam23
19323000000-4.240256 qam24
20379000000-438256 qam25
21395000000-6.738256 qam27
22403000000-5.538256 qam28
23411000000-3.740256 qam29
24419000000-2.740256 qam30



Downstream bonded channels

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

1Locked40.334155289916
2Locked38.9258629972635
3Locked38.925893092538
4Locked38.9306221102317
5Locked38.6326659113114
6Locked38.9257716115096
7Locked38.6288718111653
8Locked38.9274096100768
9Locked38.6285720103481
10Locked38.925722197180
11Locked38.9453795129118
12Locked38.9367523107916
13Locked38.9344632119426
14Locked38.9230586105119
15Locked38.9318211130038
16Locked38.9441433120949
17Locked38.6571422136281
18Locked38.9463419125441
19Locked40.329595896155
20Locked38.928079085017
21Locked38.6555345141954
22Locked38.9465086126905
23Locked40.327767388470
24Locked40.922708180960

 

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eng59
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Re: 5th day of cable modem going offline intermittantly

Also D/L speed was 88MB and U/L speed was 3MB, bit off 350MB/20MB claimed speed
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1602999795.1512064 qam9
2393999575.05512064 qam12
3462000025.1512064 qam11
4536999935.1512064 qam10


Upstream bonded channelsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 8 of 15
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Re: 5th day of cable modem going offline intermittantly

ok - easy bit first you need a tech wait here for VM they should get one sorted 

not harder bit but reason/facts

downstream levels are low -6 is minimum - all yours are near that some below

upstream levels are too high - x them by 10 as there is a bug that moves the decimal point - 50 is about as high as you want

and finally your pre and post rs errors are a nightmare - there can be some [a few]in the pre readings - post should be zero or there abouts

they could be historical so reboot the hub - leave it off a couple of minutes and post the pre and post rs page if the rise

only other thing you can do is make sure the coax connections to the hub are tight

@ModTeam OP needs a tech can someone sort one please

____________________

Tony
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Re: 5th day of cable modem going offline intermittantly

Hi eng59, 

 

Thank you for getting in touch. 

 

I am sorry to hear you are having problems with the service. 

 

I would like to look in to your account to get a better understanding of whats happening and potentially request an engineer visit. 

 

I will pop you over a private message to grab a few more details. This will be available via the purple envelope on the top right of the page. 

 

Thanks 

 

 

Nat
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Message 10 of 15
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Re: 5th day of cable modem going offline intermittantly

Tony

After a no service sunday,the internet worked yesterday,not at claimed full speed, 260MB but did work

Today, down again and working for 10 mins then nothing.

Here are the readings I was able to get before the service went down again,

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 89 231
2 Locked 37.3 102 203
3 Locked 38.9 14173 3830
4 Locked 38.9 171 342
5 Locked 38.6 109 210
6 Locked 38.9 99 182
7 Locked 38.6 125 208
8 Locked 37.6 153 222
9 Locked 38.9 156 322
10 Locked 38.6 163 204
11 Locked 38.6 154 186
12 Locked 38.6 240 203
13 Locked 38.6 713 245
14 Locked 38.6 321 460
15 Locked 38.9 201 293
16 Locked 38.6 130 330
17 Locked 38.9 93 185
18 Locked 37.6 131 208
19 Locked 38.6 128 204
20 Locked 38.9 216 206
21 Locked 38.9 155 195
22 Locked 37.6 85 172
23 Locked 37.6 107 203
24 Locked 38.9 111 202

 

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