Broadband reliability and speed issues

[WookieeM]

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

1	203000000	12.5	36	QAM 256	9
2	139000000	14.4	35	QAM 256	1
3	147000000	14	35	QAM 256	2
4	155000000	13.3	35	QAM 256	3
5	163000000	12.6	36	QAM 256	4
6	171000000	12.7	36	QAM 256	5
7	179000000	11.6	35	QAM 256	6
8	187000000	12.9	36	QAM 256	7
9	195000000	13.7	36	QAM 256	8
10	211000000	13.5	36	QAM 256	10
11	219000000	13.2	36	QAM 256	11
12	227000000	12.6	36	QAM 256	12
13	235000000	12.9	36	QAM 256	13
14	243000000	13	36	QAM 256	14
15	251000000	11.6	36	QAM 256	15
16	259000000	12.5	36	QAM 256	16
17	267000000	12.3	36	QAM 256	17
18	275000000	12.3	36	QAM 256	18
19	283000000	12.6	36	QAM 256	19
20	291000000	10.7	36	QAM 256	20
21	299000000	12.5	36	QAM 256	21
22	307000000	13	36	QAM 256	22
23	315000000	12.3	36	QAM 256	23
24	323000000	11.8	36	QAM 256	24
25	331000000	12.2	36	QAM 256	25
26	339000000	11.3	36	QAM 256	26
27	347000000	12.3	37	QAM 256	27
28	355000000	12.2	36	QAM 256	28
29	363000000	11.1	37	QAM 256	29
30	371000000	12	37	QAM 256	30
31	379000000	11.2	37	QAM 256	31

Downstream bonded channels

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

1	Locked	36	5807521	0
2	Locked	35	13887422	0
3	Locked	35	11524148	0
4	Locked	35	9220182	0
5	Locked	36	7812990	0
6	Locked	36	7601954	0
7	Locked	35	7717914	0
8	Locked	36	7455935	0
9	Locked	36	6688612	0
10	Locked	36	5558732	0
11	Locked	36	5191680	0
12	Locked	36	4573414	0
13	Locked	36	3805718	0
14	Locked	36	3665307	0
15	Locked	36	3872921	0
16	Locked	36	3661277	0
17	Locked	36	3239505	0
18	Locked	36	3078317	0
19	Locked	36	3082608	0
20	Locked	36	3084417	0
21	Locked	36	2792715	0
22	Locked	36	2275438	0
23	Locked	36	2098450	0
24	Locked	36	2020326	0
25	Locked	36	1796350	0
26	Locked	36	1562638	0
27	Locked	37	1395334	0
28	Locked	36	1344693	0
29	Locked	37	1361570	0
30	Locked	37	1276072	0
31	Locked	37	1183496	0

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

0	49600000	34.8	5120	QAM 64	9
1	43100000	37.3	5120	QAM 64	10
2	36600000	34.3	5120	QAM 64	11
3	30100000	39.3	5120	QAM 64	12
4	23600000	36.3	5120	QAM 64	13

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Time Priority Description

25-04-2023 21:51:23	warning	DBC-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 21:51:23	notice	US 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 21:51:19	notice	REGISTRATION COMPLETE - Waiting for Operational status
25-04-2023 21:51:13	warning	RNG-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 21:51:13	warning	Dynamic Range Window violation
25-04-2023 21:51:13	warning	REG-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 21:51:13	warning	RNG-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 21:51:13	warning	Dynamic Range Window violation
25-04-2023 21:51:13	warning	RNG-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 21:51:13	warning	Dynamic Range Window violation
25-04-2023 21:51:13	warning	RNG-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 21:51:13	warning	Dynamic Range Window violation
25-04-2023 21:51:08	notice	DS 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 21:50:55	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 21:50:53	notice	Honoring MDD; IP provisioning mode = IPv4
25-04-2023 21:50:43	critical	SYNC 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 21:50:32	critical	Cable Modem Reboot due to RG crash
25-04-2023 10:53:00	critical	SYNC 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 10:52:48	critical	Cable Modem Reboot due to RG crash
25-04-2023 09:47:09	critical	SYNC 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 09:46:57	critical	Cable Modem Reboot due to RG crash
25-04-2023 02:06:01	critical	SYNC 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 02:05:49	critical	Cable Modem Reboot due to RG crash
24-04-2023 23:42:19	critical	SYNC 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 23:42:08	critical	Cable Modem Reboot due to RG crash
24-04-2023 20:08:59	critical	SYNC 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 20:08:47	critical	Cable Modem Reboot due to RG crash
23-04-2023 19:58:42	critical	SYNC 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 19:58:31	critical	Cable Modem Reboot due to power button reset
23-04-2023 14:12:36	critical	SYNC 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 14:12:24	critical	Cable Modem Reboot due to RG crash
23-04-2023 11:59:10	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Tudor]

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.

[WookieeM]

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]

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

[Joseph_B]

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]

Engineer booked for Monday, cheers.

[Joseph_B]

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]

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)