on 18-02-2022 09:12
Hi.
I'm seeing regular dropouts in the past couple of weeks. My broadband quality monitor shows big latency spikes of 160ms or more.
The network log on my router also has an error this morning, in addition to the regular T3 timeout errors:
RCS Partial Service;CM-MAC=...
Any assistance gratefully received.
on 18-02-2022 09:38
on 21-02-2022 13:38
Hi gninja,
A warm welcome and thank for posting on our community forums. It's disappointing to hear that you've been experiencing regular dropouts with our internet services for the past two weeks. We can certainly understand the frustration and disruption caused due to this issue.
Remotely looking from our end, we have performed some system checks and cannot see anything that could be causing this issue?
All power levels are within specification, you have no SNR issues or area faults affecting you which is great news.
Can we ask how your services have been since you last posted on Friday are you still having issue?
If you need any further assistance, please come back to us.
Kind regards Jodi.
on 21-02-2022 18:26
Thanks for responding.
Things haven't improved much since Friday. I had frequent disconnections this morning, to the point where it was impossible to work. This afternoon, since I reset the router, things have been stable, but I don't know how long this will last.
If it will help to diagnose the issue, I can send logs or link to my BQM graphs.
on 22-02-2022 10:17
@gninja wrote:<snip> If it will help to diagnose the issue, I can send logs or link to my BQM graphs.
Yes, please post the power levels and network log. Just copy and paste all the information over several posts. BQM will be required as well.
Thanks.
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on 24-02-2022 14:27
Hi @gninja thanks for getting back to us.
Sorry to hear that things hadn't improved over the weekend. Have you had time to do the BQM or have things settled down or improved since you last posted? Just to reiterate, we've not found anything on our side that explains the issues you're currently reporting.
Regards
Lee_R
on 24-02-2022 14:47
If there's nothing wrong from VM's side, perhaps I could politely prompt staff to take a closer look at the Downstream?
Even on the fraction of Downstream data that @gninja has posted, I can see that the pre-RS count on channel 2 is notably disproportionate to adjacent channels which of itself isn't a fault, but shows something odd going on, and channel 5 has got a high post-RS error count, that certainly is a fault and will affect speed and reliability. Even from that small scrap of data I'd infer that there's RF noise ingress from a damaged cable, faulty connection or similar problem, and that possibility should be prompting closer attention.
@gninja What you can do is limited, but as an attempt, try undoing and firmly re-making any coax cable connections between the hub and wall box, and any VM coax extensions you have. If there's securing nuts, make sure they're good and finger tight, it the connections are push-on, then take them off and give a good firm shove to remake them. Each time you interrupt the connection the hub will take about seven minutes to reconnect, so remake all connections in one go. You can also try a pinhole reset if you haven't already - I don't think that's the issue, but it costs nothing to try. If you do that any custom wifi passwords or network names will revert to defaults on the base of the hub, and to log into the hub you'll need the settings password on the base of the hub (not to be confused with the wifi password also on the base of the hub).
on 25-02-2022 22:49
I've had a couple of days in the office, so not been focusing on the problems at home. I was back at home today and had a trouble-free day, but will continue to monitor. Thanks to everyone who's taken the trouble to respond.
on 28-02-2022 09:55
Hi @gninja
Thanks for posting on our community forum
Please keep us updated with how you get on
Regards
on 02-03-2022 10:41
More dropped connections and poor latency yesterday and today. I've checked all cabling, but not done a factory reset yet, as it would be a pain in the middle of the day. I did, however, power cycle the hub ay 3pm yesterday (1st March).
Time Priority Description
01/01/1970 00:01:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/03/2022 14:59:40 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/03/2022 14:57:47 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/02/2022 09:08:58 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Acquired Downstream Channel (Hz) | 202750000 | Locked |
Ranged Upstream Channel (Hz) | 39400093 | Locked |
Provisioning State | Online |
1 | 202750000 | -0.5 | 40 | 256 qam | 9 |
2 | 138750000 | -0.2 | 38 | 256 qam | 1 |
3 | 146750000 | 0 | 40 | 256 qam | 2 |
4 | 154750000 | -0.2 | 40 | 256 qam | 3 |
5 | 162750000 | -0.5 | 40 | 256 qam | 4 |
6 | 170750000 | -0.4 | 38 | 256 qam | 5 |
7 | 178750000 | -0.2 | 40 | 256 qam | 6 |
8 | 186750000 | -0.2 | 40 | 256 qam | 7 |
9 | 194750000 | -0.2 | 40 | 256 qam | 8 |
10 | 210750000 | -0.5 | 40 | 256 qam | 10 |
11 | 218750000 | -0.7 | 40 | 256 qam | 11 |
12 | 226750000 | -0.5 | 40 | 256 qam | 12 |
13 | 234750000 | -0.2 | 40 | 256 qam | 13 |
14 | 242750000 | -0.2 | 40 | 256 qam | 14 |
15 | 250750000 | 0 | 40 | 256 qam | 15 |
16 | 258750000 | 0 | 40 | 256 qam | 16 |
17 | 266750000 | 0 | 40 | 256 qam | 17 |
18 | 274750000 | 0 | 40 | 256 qam | 18 |
19 | 282750000 | 0 | 40 | 256 qam | 19 |
20 | 290750000 | 0 | 40 | 256 qam | 20 |
21 | 298750000 | 0.5 | 40 | 256 qam | 21 |
22 | 306750000 | 0.2 | 40 | 256 qam | 22 |
23 | 314750000 | 0.2 | 40 | 256 qam | 23 |
24 | 322750000 | 0 | 40 | 256 qam | 24 |
1 | Locked | 40.9 | 159 | 0 |
2 | Locked | 38.9 | 2787995 | 0 |
3 | Locked | 38.9 | 25359 | 0 |
4 | Locked | 38.9 | 183 | 0 |
5 | Locked | 40.3 | 182 | 985 |
6 | Locked | 38.9 | 184 | 0 |
7 | Locked | 40.3 | 177 | 0 |
8 | Locked | 40.3 | 177 | 0 |
9 | Locked | 40.9 | 179 | 0 |
10 | Locked | 40.3 | 139 | 0 |
11 | Locked | 40.3 | 122 | 0 |
12 | Locked | 40.9 | 98 | 0 |
13 | Locked | 40.3 | 87 | 0 |
14 | Locked | 40.9 | 88 | 0 |
15 | Locked | 40.9 | 95 | 0 |
16 | Locked | 40.3 | 162 | 0 |
17 | Locked | 40.9 | 126 | 0 |
18 | Locked | 40.3 | 104 | 0 |
19 | Locked | 40.9 | 153 | 0 |
20 | Locked | 40.3 | 98 | 0 |
21 | Locked | 40.3 | 100 | 0 |
22 | Locked | 40.3 | 79 | 0 |
23 | Locked | 40.3 | 88 | 0 |
24 | Locked | 40.3 | 90 | 0 |