22-07-2021 14:35 - edited 22-07-2021 14:46
Hi,
We've been experiencing consistent drop outs over the last 3 weeks and with both of us working from home - it's not ideal. We've never had this problem before and we've been with VM for around 4 and a half years.
Any assistance would be GREATLY appreciated as we are running out of patience.
I called VM a couple of days ago and they told me that we needed to upgrade, which we did but the issue is still ongoing.
on 22-07-2021 15:18
on 22-07-2021 15:32
on 22-07-2021 15:54
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 330750000 | Locked |
Ranged Upstream Channel (Hz) | 46200000 | Locked |
Provisioning State | Online |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062-b.cm |
Primary Downstream Service Flow
SFID | 39964 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 39963 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 22-07-2021 15:54
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | -11.7 | 35 | 256 qam | 25 |
2 | 202750000 | -7.5 | 36 | 256 qam | 9 |
3 | 210750000 | -7.7 | 36 | 256 qam | 10 |
4 | 218750000 | -7.9 | 36 | 256 qam | 11 |
5 | 226750000 | -8 | 36 | 256 qam | 12 |
6 | 234750000 | -8.4 | 36 | 256 qam | 13 |
7 | 242750000 | -8.7 | 36 | 256 qam | 14 |
8 | 250750000 | -9.2 | 36 | 256 qam | 15 |
9 | 258750000 | -9.4 | 36 | 256 qam | 16 |
10 | 266750000 | -9.2 | 36 | 256 qam | 17 |
11 | 274750000 | -9.2 | 36 | 256 qam | 18 |
12 | 282750000 | -9 | 36 | 256 qam | 19 |
13 | 290750000 | -9.2 | 36 | 256 qam | 20 |
14 | 298750000 | -9.5 | 36 | 256 qam | 21 |
15 | 306750000 | -10.4 | 35 | 256 qam | 22 |
16 | 314750000 | -12 | 34 | 256 qam | 23 |
17 | 322750000 | -12.7 | 34 | 256 qam | 24 |
18 | 338750000 | -11.2 | 35 | 256 qam | 26 |
19 | 346750000 | -11 | 35 | 256 qam | 27 |
20 | 354750000 | -10.9 | 35 | 256 qam | 28 |
21 | 362750000 | -10.9 | 35 | 256 qam | 29 |
22 | 370750000 | -10.7 | 35 | 256 qam | 30 |
23 | 378750000 | -10.9 | 35 | 256 qam | 31 |
24 | 386750000 | -11 | 35 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 35 | 4377315 | 137862 |
2 | Locked | 36.3 | 1589061 | 30034 |
3 | Locked | 36.6 | 1860703 | 32267 |
4 | Locked | 36.3 | 2633054 | 35376 |
5 | Locked | 36.6 | 3201089 | 38778 |
6 | Locked | 36.3 | 2853481 | 36254 |
7 | Locked | 36.3 | 3436665 | 36933 |
8 | Locked | 36.6 | 3776652 | 37097 |
9 | Locked | 36.3 | 3916635 | 36092 |
10 | Locked | 36.3 | 3889718 | 37812 |
11 | Locked | 36.3 | 3510629 | 39046 |
12 | Locked | 36.6 | 3058475 | 35969 |
13 | Locked | 36.3 | 3058028 | 37011 |
14 | Locked | 36.3 | 3810319 | 41209 |
15 | Locked | 35.7 | 3613223 | 40088 |
16 | Locked | 34.9 | 3904820 | 50112 |
17 | Locked | 34.4 | 4178926 | 75439 |
18 | Locked | 35.7 | 4362880 | 351202 |
19 | Locked | 35.7 | 4517261 | 62991 |
20 | Locked | 35.7 | 4426943 | 41343 |
21 | Locked | 35.5 | 4327803 | 38990 |
22 | Locked | 35.7 | 4319727 | 37482 |
23 | Locked | 35.5 | 4388672 | 36262 |
24 | Locked | 35.7 | 4324224 | 34258 |
on 22-07-2021 15:55
1 | 46200000 | 47.5 | 5120 | 64 qam | 1 |
2 | 39400000 | 46.8 | 5120 | 64 qam | 2 |
3 | 32600000 | 46.8 | 5120 | 64 qam | 3 |
4 | 25800000 | 46.8 | 5120 | 64 qam | 4 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 22-07-2021 15:56
22/07/2021 14:47:0 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:44:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:44:44 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:42:6 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:42:6 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:23:54 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:23:54 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:21:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:21:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:09:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:09:8 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:09:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:09:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:07:43 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:07:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 14:03:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 13:52:51 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 13:52:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 13:52:42 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 13:52:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 22-07-2021 16:08
on 22-07-2021 16:14
on 22-07-2021 16:21
on 22-07-2021 16:24
Hi there @chrisg931
Thank you so much for your post and I am so sorry to hear you are facing these issues with your Hub.
I have taken a look and I can see that there are a few issues with the stats, and therefor I think it would be best to get an engineer out take a look.
I will shoot you over a PM now so we can get this booked, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.