VM Hub 3 Connection Issues

[CJBoyd]

I have been having intermittent connection issues for a couple of months now and have had 1 engineer visit during this time.

My current configuration is VM Hub 3.0 (in modem mode) connected to a 3rd party router.

I will post logs in a post below.

I hope someone can look over these and provide some help as VM tech support on the phone are no help at all.

[CJBoyd]

Downstream bonded channels

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

1	171000000	5	38	256 qam	5
2	139000000	5.3	38	256 qam	1
3	147000000	5	38	256 qam	2
4	155000000	5	38	256 qam	3
5	163000000	4.9	38	256 qam	4
6	179000000	4.9	38	256 qam	6
7	187000000	4.9	38	256 qam	7
8	195000000	4.6	38	256 qam	8
9	203000000	4.4	38	256 qam	9
10	211000000	4.3	38	256 qam	10
11	219000000	3.7	38	256 qam	11
12	227000000	3.4	38	256 qam	12
13	235000000	3	38	256 qam	13
14	243000000	2.7	38	256 qam	14
15	251000000	3	38	256 qam	15
16	259000000	3	38	256 qam	16
17	267000000	3.2	38	256 qam	17
18	275000000	3	38	256 qam	18
19	283000000	3.2	38	256 qam	19
20	291000000	3.4	38	256 qam	20
21	299000000	3.7	38	256 qam	21
22	307000000	3.9	38	256 qam	22
23	315000000	3.7	38	256 qam	23
24	323000000	3.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	79268	9905
2	Locked	38.6	71841	10742
3	Locked	38.6	75240	10787
4	Locked	38.9	70374	9516
5	Locked	38.9	73815	9358
6	Locked	38.9	73550	9100
7	Locked	38.6	67332	9711
8	Locked	38.6	69306	9241
9	Locked	38.9	121586	9133
10	Locked	38.9	114703	8230
11	Locked	38.9	82876	15478
12	Locked	38.6	156244	62997
13	Locked	38.6	71508	8946
14	Locked	38.9	60498	8113
15	Locked	38.6	56803	7886
16	Locked	38.6	61133	8524
17	Locked	38.6	61788	8341
18	Locked	38.6	64888	9264
19	Locked	38.9	60150	7888
20	Locked	38.6	58473	7615
21	Locked	38.9	59198	7652
22	Locked	38.9	62035	8599
23	Locked	38.9	64496	9587
24	Locked	40.3	60237	8281

[CJBoyd]

Upstream bonded channels

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

1	36600000	45.8	5120	64 qam	3
2	23600000	45.3	5120	64 qam	5
3	30100000	45.8	5120	64 qam	4
4	43100000	45.8	5120	64 qam	2
5	49600000	45.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	12	0
2	ATDMA	0	0	9	0
3	ATDMA	0	0	13	0
4	ATDMA	0	0	8	0
5	ATDMA	0	0	4	0

[CJBoyd]

Network Log

Time Priority Description

23/03/2023 11:12:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2023 04:49:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 18:58:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 08:05:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 08:05:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 13:54:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2023 20:05:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2023 20:05:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2023 00:25:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2023 08:05:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2023 08:05:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 17:00:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 13:24:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 13:24:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 13:24:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 13:24:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 13:24:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 13:24:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 13:24:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 13:24:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Client62]

Downstream Power and SNR look OK,  Upstream Power and Modulation mode look OK.

What sticks out are the Post RS ( not corrected )  errors across all Downstream channels. 

These accumulate from the last Hub reboot - it would be worth restarting the Hub to see if they are still being recorded.

Check the coax cable is secure at the back of the Hub and at the wall.

Call the automated local faults line 0800 561 0061 to see if there are any known issues.

[CJBoyd]

The Post RS errors do come back pretty quickly after a restart. I will restart now and post a output after 1 hour.

On the last engineer visit he put a new splitter on the wall outside and new housing (old one was hanging off) and put a new attenuator connecting into the back of the router so I believe these are all tight but I will double check. 

[CJBoyd]

I restarted @ 12:30 yesterday and this is the error's this morning:

Downstream bonded channels

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

1	Locked	38.6	411	31
2	Locked	38.9	412	34
3	Locked	38.6	454	76
4	Locked	38.9	405	45
5	Locked	38.9	412	38
6	Locked	38.9	389	52
7	Locked	38.6	473	49
8	Locked	38.9	409	34
9	Locked	38.9	397	33
10	Locked	38.6	389	29
11	Locked	38.9	437	44
12	Locked	38.9	435	55
13	Locked	38.9	426	46
14	Locked	38.9	383	46
15	Locked	38.9	358	24
16	Locked	38.6	419	33
17	Locked	38.9	391	60
18	Locked	38.9	438	79
19	Locked	38.9	388	31
20	Locked	38.6	363	44
21	Locked	38.9	391	30
22	Locked	38.9	398	53
23	Locked	38.6	441	64
24	Locked	38.9	421	40

[Tudor]

Unless there is an area fault you will need a technician’s visit to rectify. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.