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Broadband reliability and speed issues

WookieeM
Tuning in

I had a few text messages regarding work in the area last week, since the work broadband has been very wonky! With regular dropouts and speeds reporting all over the place.

I’ve power cycled the router and internal mesh wi-if a few times, but it’s no better.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fe934f17d24bf02e843e7e3a4ed10d75690b9788

 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
120300000012.536QAM 2569
213900000014.435QAM 2561
31470000001435QAM 2562
415500000013.335QAM 2563
516300000012.636QAM 2564
617100000012.736QAM 2565
717900000011.635QAM 2566
818700000012.936QAM 2567
919500000013.736QAM 2568
1021100000013.536QAM 25610
1121900000013.236QAM 25611
1222700000012.636QAM 25612
1323500000012.936QAM 25613
142430000001336QAM 25614
1525100000011.636QAM 25615
1625900000012.536QAM 25616
1726700000012.336QAM 25617
1827500000012.336QAM 25618
1928300000012.636QAM 25619
2029100000010.736QAM 25620
2129900000012.536QAM 25621
223070000001336QAM 25622
2331500000012.336QAM 25623
2432300000011.836QAM 25624
2533100000012.236QAM 25625
2633900000011.336QAM 25626
2734700000012.337QAM 25627
2835500000012.236QAM 25628
2936300000011.137QAM 25629
303710000001237QAM 25630
3137900000011.237QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked3658075210
2Locked35138874220
3Locked35115241480
4Locked3592201820
5Locked3678129900
6Locked3676019540
7Locked3577179140
8Locked3674559350
9Locked3666886120
10Locked3655587320
11Locked3651916800
12Locked3645734140
13Locked3638057180
14Locked3636653070
15Locked3638729210
16Locked3636612770
17Locked3632395050
18Locked3630783170
19Locked3630826080
20Locked3630844170
21Locked3627927150
22Locked3622754380
23Locked3620984500
24Locked3620203260
25Locked3617963500
26Locked3615626380
27Locked3713953340
28Locked3613446930
29Locked3713615700
30Locked3712760720
31Locked3711834960

 

 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000034.85120QAM 649
14310000037.35120QAM 6410
23660000034.35120QAM 6411
33010000039.35120QAM 6412
42360000036.35120QAM 6413

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Time Priority Description
25-04-2023 21:51:23warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:51:23noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:51:19noticeREGISTRATION COMPLETE - Waiting for Operational status
25-04-2023 21:51:13warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:51:13warningDynamic Range Window violation
25-04-2023 21:51:13warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:51:13warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:51:13warningDynamic Range Window violation
25-04-2023 21:51:13warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:51:13warningDynamic Range Window violation
25-04-2023 21:51:13warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:51:13warningDynamic Range Window violation
25-04-2023 21:51:08noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:50:55warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:50:53noticeHonoring MDD; IP provisioning mode = IPv4
25-04-2023 21:50:43criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:50:32criticalCable Modem Reboot due to RG crash
25-04-2023 10:53:00criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 10:52:48criticalCable Modem Reboot due to RG crash
25-04-2023 09:47:09criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:46:57criticalCable Modem Reboot due to RG crash
25-04-2023 02:06:01criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 02:05:49criticalCable Modem Reboot due to RG crash
24-04-2023 23:42:19criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-04-2023 23:42:08criticalCable Modem Reboot due to RG crash
24-04-2023 20:08:59criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-04-2023 20:08:47criticalCable Modem Reboot due to RG crash
23-04-2023 19:58:42criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 19:58:31criticalCable Modem Reboot due to power button reset
23-04-2023 14:12:36criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 14:12:24criticalCable Modem Reboot due to RG crash
23-04-2023 11:59:10criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

7 REPLIES 7

Tudor
Very Insightful Person
Very Insightful Person

Downstream power levels too high and upstream on the low side. This indicates you have a too good a signal! You need moving to another tap on the street cabinet. You need a technician’s visit for this. 

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.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Cheers for the info and diag.

I generally post here and wait for staff to pick it up, can’t stand phoning in, just winds me up 9/10 times.

Kids have figured out hot spot usage so not urgent as such. Just a pain all round!!

legacy1
Alessandro Volta

Thats some latency and jitter your having I doubt power levels are to blame 

---------------------------------------------------------------

Hey @WookieeM,

Welcome back to the Community Forums and thanks for the post.

From looking into our systems and what you have posted, I would like to invite you into a quick private message which I will be sending out to you now.

If you have not used our private message feature before you can access it via the the envelope at the top of your screen.

Thanks. Joe

WookieeM
Tuning in

Engineer booked for Monday, cheers.

Hey @WookieeM,

Glad we were able to sort that In a quick private chat, if you do have any future queries please do reach out.

Cheers. Joe

WookieeM
Tuning in

Issue Resolved - Please cancel tech visit

Sharing as it may help others when they do stupid network cabling too!

I've moved the appointment to Thur 25th May, but please cancel it, I did not find any options to cancel the visit in the app.

The issue must have been some creative wiring between the router, a switch and the mesh wi-fi gateway. I re-wired them as part of my troubleshooting and pretty sure the router and switch were looped (connected with two cables).

But the speeds are now fine and the broadband monitor is back to normal. My kids are been educated on networks too.

Thanks

Kevin.

(Copied on PM to @Joseph_B too)