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Dazeasty
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Message 1 of 16
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11mbps on M500 - seriously!

DaznHelen_0-1620406290515.png

 

Well i'm definitely getting my money's worth - NOT!!

I've even had an engineer out today saying he can't do anything cos everything's showing up as working.

Any answers please?

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Andrew-G
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Message 2 of 16
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Re: 11mbps on M500 - seriously!

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screen shots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

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Dazeasty
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Message 3 of 16
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Re: 11mbps on M500 - seriously!

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000004.540256 qam25
22030000004.540256 qam9
32110000004.440256 qam10
42190000004.540256 qam11
52270000004.540256 qam12
62350000004.640256 qam13
72430000004.640256 qam14
82510000004.840256 qam15
92590000004.840256 qam16
102670000004.940256 qam17
11275000000540256 qam18
122830000005.540256 qam19
132910000005.640256 qam20
14299000000640256 qam21
153070000005.640256 qam22
163150000005.540256 qam23
173230000004.638256 qam24
18371000000640256 qam26
193790000005.840256 qam27
203870000005.340256 qam28
213950000005.640256 qam29
224030000005.640256 qam30
23411000000640256 qam31
24419000000640256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.36785128623
2Locked40.98476269902
3Locked40.37978686704
4Locked40.37662391474
5Locked40.37319685942
6Locked40.36407185413
7Locked40.95970085964
8Locked40.35460092324
9Locked40.94725473839
10Locked40.35643062613
11Locked40.95290163876
12Locked40.96120752429
13Locked40.37005931858
14Locked40.37029838660
15Locked40.97044830728
16Locked40.37009135945
17Locked40.36857837878
18Locked40.94362220259
19Locked40.33990827282
20Locked40.35099224168
21Locked40.94215823484
22Locked40.92863521741
23Locked40.32317122352
24Locked40.31626925998

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000039512064 qam1
23940000037.5512064 qam4
34620000037512064 qam3
45370000039512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0070
2ATDMA0040
3ATDMA0060
4ATDMA0060

 

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Dazeasty
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Message 4 of 16
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Re: 11mbps on M500 - seriously!

Network Log

Time Priority Description

07/05/2021 13:53:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:52:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Message 5 of 16
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Re: 11mbps on M500 - seriously!

Ooh, that's nasty.  Loads of post-RS (uncorrectable) errors on the downstream, far too many timeout on the upstream and a network log that's rammed full of unpleasantness.  Could you do a pinhole reset of the hub (will lose any custom settings), let it run for about six-12 hours and re-post that data?

Reason for that request is that (a) it will zero the error counters and we can see if they are rising again, and (b) it reloads the firmware of the hub, which will eliminate any corrupt RAM image caused by things like power surges.  I suspect that won't solve the problem because the most probable cause is a noisy cable connection, but if the problem and errors are persisting the staff here can get a technician booked for you.

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Dazeasty
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Message 6 of 16
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Re: 11mbps on M500 - seriously!

Will do, thanks

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Dazeasty
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Message 7 of 16
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Re: 11mbps on M500 - seriously!

Here are the latest logs

Downstream bonded channels

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

1331000000540256 qam25
22030000004.540256 qam9
32110000004.440256 qam10
42190000004.440256 qam11
52270000004.540256 qam12
62350000004.640256 qam13
72430000004.640256 qam14
82510000004.640256 qam15
92590000004.840256 qam16
102670000004.940256 qam17
11275000000540256 qam18
122830000005.440256 qam19
132910000005.640256 qam20
142990000005.840256 qam21
153070000005.540256 qam22
163150000005.138256 qam23
173230000004.538256 qam24
18371000000640256 qam26
193790000005.840256 qam27
203870000005.140256 qam28
213950000005.640256 qam29
224030000005.640256 qam30
23411000000640256 qam31
24419000000640256 qam32



Downstream bonded channels

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

1Locked40.310
2Locked40.3190
3Locked40.370
4Locked40.350
5Locked40.350
6Locked40.340
7Locked40.360
8Locked40.950
9Locked40.330
10Locked40.980
11Locked40.360
12Locked40.960
13Locked40.970
14Locked40.3190
15Locked40.380
16Locked38.980
17Locked38.960
18Locked40.300
19Locked40.350
20Locked40.930
21Locked40.350
22Locked40.940
23Locked40.970
24Locked40.970

 

Upstream bonded channels

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

16030000039.2512064 qam1
23940000037.3512064 qam4
34620000036.8512064 qam3
45370000037.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Dazeasty
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Message 8 of 16
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Re: 11mbps on M500 - seriously!

Network Log

Time Priority Description

08/05/2021 10:07:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 19:27:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:53:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:52:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:51:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 13:48:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Dazeasty
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Message 9 of 16
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Re: 11mbps on M500 - seriously!

Any further info please?
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Robert_P
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Message 10 of 16
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Re: 11mbps on M500 - seriously!

Hello Dazeasty

 

Sorry to hear of the broadband issues experienced, we appreciate you taking the time to raise this via the forums and posting all of the requested information.

 

I can see there are some discrepancies' with the levels, not to the level's they were before though. We aren't seeing any Post RS Errors either since the pin hole reset, has the connection improved at all?

 

Rob

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