on 06-08-2021 19:07
Hi,
Could someone help please? I'm on the 350 service. Thanks
I've noticed slower than usual speeds, I did a power cycle and when I checked the HUB 3.0 network log I can see the following errors repeated several times:
06/08/2021 17:50:12 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 17:50:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Statuses etc below:
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 235000000 | Locked |
Ranged Upstream Channel (Hz) | 53700000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 235000000 | -1.9 | 40 | 256 qam | 13 |
2 | 139000000 | 1.9 | 40 | 256 qam | 1 |
3 | 147000000 | 2 | 40 | 256 qam | 2 |
4 | 155000000 | 1.9 | 40 | 256 qam | 3 |
5 | 163000000 | 1.4 | 40 | 256 qam | 4 |
6 | 171000000 | 0.9 | 40 | 256 qam | 5 |
7 | 179000000 | 0.5 | 40 | 256 qam | 6 |
8 | 187000000 | 0.2 | 40 | 256 qam | 7 |
9 | 195000000 | 0 | 40 | 256 qam | 8 |
10 | 203000000 | -0.4 | 40 | 256 qam | 9 |
11 | 211000000 | -1 | 40 | 256 qam | 10 |
12 | 219000000 | -1.2 | 40 | 256 qam | 11 |
13 | 227000000 | -1.7 | 40 | 256 qam | 12 |
14 | 243000000 | -2 | 40 | 256 qam | 14 |
15 | 251000000 | -2.4 | 40 | 256 qam | 15 |
16 | 259000000 | -2.7 | 40 | 256 qam | 16 |
17 | 267000000 | -3 | 40 | 256 qam | 17 |
18 | 275000000 | -3.4 | 40 | 256 qam | 18 |
19 | 283000000 | -3.5 | 40 | 256 qam | 19 |
20 | 291000000 | -3.7 | 40 | 256 qam | 20 |
21 | 299000000 | -3.7 | 40 | 256 qam | 21 |
22 | 307000000 | -3.9 | 40 | 256 qam | 22 |
23 | 315000000 | -4.2 | 38 | 256 qam | 23 |
24 | 323000000 | -4.2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 3131 | 0 |
2 | Locked | 40.9 | 1523928 | 1480064 |
3 | Locked | 40.3 | 359170 | 1793086 |
4 | Locked | 40.3 | 941840 | 1868276 |
5 | Locked | 40.3 | 860482 | 2882361 |
6 | Locked | 40.3 | 130876 | 1702766 |
7 | Locked | 40.9 | 742587 | 1949198 |
8 | Locked | 40.3 | 1183878 | 0 |
9 | Locked | 40.3 | 89 | 0 |
10 | Locked | 40.3 | 6 | 0 |
11 | Locked | 40.3 | 9 | 0 |
12 | Locked | 40.3 | 53 | 0 |
13 | Locked | 40.3 | 603 | 0 |
14 | Locked | 40.3 | 7149 | 0 |
15 | Locked | 40.3 | 10561 | 0 |
16 | Locked | 40.3 | 10629 | 0 |
17 | Locked | 40.9 | 7576 | 0 |
18 | Locked | 40.3 | 2995 | 0 |
19 | Locked | 40.3 | 673 | 0 |
20 | Locked | 40.3 | 49 | 0 |
21 | Locked | 40.3 | 10 | 0 |
22 | Locked | 40.3 | 9 | 0 |
23 | Locked | 38.9 | 10 | 0 |
24 | Locked | 38.9 | 6 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 51 | 5120 | 64 qam | 2 |
2 | 46200000 | 50.3 | 5120 | 64 qam | 3 |
3 | 39400000 | 49.8 | 5120 | 64 qam | 4 |
4 | 60300000 | 51 | 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 | 1 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
on 06-08-2021 20:51
Hi iwantspeed,
Thank you for your post.
I'm very sorry to hear about the issue you're having with your broadband service.
I am unable to locate your account on our side. To investigate further what I will do is private message you so we can take a look at this.
^Martin
on 06-08-2021 20:58
on 07-08-2021 09:08
Hi @iwantspeed
Thanks for letting us know. Martin is not working this weekend so I have had a quick peak into your account now using the details you provided in the PM and can see there are some errors that have been identified on the broadband network. This could be causing slow speeds or a degradation of service (pixelating/buffering whilst streaming).
Can you check the coax cables is connected securely to our equipment, any splitters (standard and powered) and to the wall socket?
If this does not resolve the issue, please let me know so I can book a technician for you.
Hope to hear from you soon 🙂
on 07-08-2021 09:52
Thanks for looking into this Ayisha.
I’ve checked the cables and they are all very secure. I’ve noticed the speeds are a lot worse today.
on 07-08-2021 13:34
Thanks for checking @iwantspeed
I will pop you a PM now so we can get a tech booked for you.
Please keep an eye on the purple envelope icon in the top right hand corner of your page to access your inbox.
on 07-08-2021 13:53
Thanks for confirming the details as requested via PM @iwantspeed
I have booked the first available appointment for you. You can find confirmation of the time and date via your online account and if this is not suitable, feel free to re-schedule.
Let us know how the visit goes.