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Drop outs and slowdown

Hi, over the last few weeks I've been experiencing increasing drops out. Speeds between 5mbps and 200mbps but completely unpredictable. Video calls fail regularly. I can literally see it on my phone - the WiFi goes - and then all devices stop .

Have reset the hub using to 10second, and 1 minute resets over the past few weeks. Finally got through to technical and they sent a signal to my box as said it needed it. Hasn't improved, maybe even got worse. No time of day is better or worse. Affects all my devices. 

Started off confused. Then got frustrated. Now I'm just angry. Pay good money for the worst internet I've had since my first dial up 

Cable Modem Status

 

 

Item

Status

Comments

Acquired Downstream Channel (Hz)

139000000

Locked

Ranged Upstream Channel (Hz)

39400000

Locked

Provisioning State

Online

 

 

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Re: Drop outs and slowdown

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

139000000

6.6

38

256 qam

1

2

147000000

6

38

256 qam

2

3

155000000

6

38

256 qam

3

4

163000000

5.9

40

256 qam

4

5

171000000

5.6

40

256 qam

5

6

179000000

5.5

40

256 qam

6

7

187000000

5

38

256 qam

7

8

195000000

3.5

38

256 qam

8

9

203000000

4

38

256 qam

9

10

211000000

4.8

38

256 qam

10

11

219000000

4.9

40

256 qam

11

12

227000000

5

40

256 qam

12

13

235000000

4.6

38

256 qam

13

14

243000000

3

38

256 qam

14

15

251000000

3.7

38

256 qam

15

16

259000000

4.9

40

256 qam

16

17

267000000

4.8

38

256 qam

17

18

275000000

5

38

256 qam

18

19

283000000

5

38

256 qam

19

20

291000000

4.9

38

256 qam

20

21

299000000

5.1

38

256 qam

21

22

307000000

4.6

38

256 qam

22

23

315000000

5

40

256 qam

23

24

323000000

4.4

38

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

8073

5702

2

Locked

38.9

5469

1012

3

Locked

38.9

175

0

4

Locked

40.3

2404

1

5

Locked

40.9

396

0

6

Locked

40.3

117

0

7

Locked

38.9

1357

0

8

Locked

38.9

5070

1227

9

Locked

38.6

4461

533

10

Locked

38.9

139

0

11

Locked

40.9

150

0

12

Locked

40.3

4150

88

13

Locked

38.9

3812

90

14

Locked

38.6

308

0

15

Locked

38.9

139

0

16

Locked

40.9

50

0

17

Locked

38.9

155

0

18

Locked

38.9

675

0

19

Locked

38.9

179

0

20

Locked

38.9

27

0

21

Locked

38.9

39

0

22

Locked

38.9

65

0

23

Locked

40.3

49

0

24

Locked

38.9

408

0

 

 

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Re: Drop outs and slowdown

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

4.475

5120

64 qam

2

2

46200000

4.525

5120

64 qam

1

3

32600000

4.35

5120

64 qam

3

4

25800000

4.3

5120

64 qam

4

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

25/07/2020 12:10:2

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:31

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/07/2020 14:30:54

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/07/2020 21:14:18

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/07/2020 02:39:40

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/07/2020 01:57:30

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/07/2020 01:55:6

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2020 15:16:29

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2020 07:53:53

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2020 01:34:32

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/07/2020 12:00:51

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 12:11:3

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 08:31:15

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 04:58:21

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 00:34:42

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 23:49:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 22:33:22

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:14

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 15:47:50

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 15:46:21

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Message 4 of 13
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Re: Drop outs and slowdown

Do you experience the same issue on wired and wireless devices?

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Re: Drop outs and slowdown

Wired is definitely more stable I would say, though still has drops outs - eg sonos is wired, but has drops outs. But perhaps not quite as frequently?

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Helpful Answer

Re: Drop outs and slowdown


@miro_the_cat wrote:

Wired is definitely more stable I would say, though still has drops outs - eg sonos is wired, but has drops outs. But perhaps not quite as frequently?


Looking at the stats there are a number of 'Pre RS' and 'Post RS' Errors on your downstream channels, which normally means noise on the line.

When was the last time your HUB was rebooted?

A VM staff member should see this thread and investigate further.

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Re: Drop outs and slowdown

Hi, depends what you mean by a reboot. I did a hard reset about 10 days ago using a method shown me by a technician using the reset button for 60 seconds. It has had a signal sent via technical support. And several 10 second resets over the last few weeks.
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Helpful Answer

Re: Drop outs and slowdown


@miro_the_cat wrote:
Hi, depends what you mean by a reboot. I did a hard reset about 10 days ago using a method shown me by a technician using the reset button for 60 seconds. It has had a signal sent via technical support. And several 10 second resets over the last few weeks.

Yes a hard reset would also set the error count back to zero.

If these errors build up quickly over a short period of time it does point to what I suggested above.

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Re: Drop outs and slowdown

Many thanks!

I'll wait for a VM staff member...

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Re: Drop outs and slowdown

Thanks for the post Miro_the_cat, if you're still experiencing the errors following a pin hole reset I'll pop you over a private message so we can pass security and book an engineer appointment.

 

Thanks, Emily.

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