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james155
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Good news, we didn't find any network issues. However, the problem may be with your in-home connection.

I tried resetting my modem i tried turning it off and on  the robot voice on the phone said there was a problem with the signal and they had to boost it  ( that's a never ending story )   they even plugged in a booster when an engineer came  i also disconnected my 1 wifi item and it still comes up with the error in the subject line when a run the website  service test. Im at a lost on what to do next. 

 

On top of that  i tried calling support and the music kept cutting out. So do i have a bigger problem then just the net problem?

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MikeRobbo
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Alessandro Volta
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Message 2 of 6
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Re: Good news, we didn't find any network issues. However, the problem may be with your in-home connectio

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: Good news, we didn't find any network issues. However, the problem may be with your in-home connectio

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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james155
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Re: Good news, we didn't find any network issues. However, the problem may be with your in-home connectio

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

12030000006.538256 qam9
22110000006.938256 qam10
32190000006.538256 qam11
42270000006.438256 qam12
52350000006.838256 qam13
62430000006.538256 qam14
72510000006.938256 qam15
82590000006.938256 qam16
92670000006.338256 qam17
102750000006.438256 qam18
112830000006.538256 qam19
122910000006.538256 qam20
132990000006.938256 qam21
143070000006.538256 qam22
153150000006.838256 qam23
163230000006.538256 qam24
173310000006.438256 qam25
18371000000638256 qam26
193790000006.438256 qam27
203870000006.438256 qam28
21395000000738256 qam29
224030000006.338256 qam30
23411000000638256 qam31
244190000006.438256 qam32



Downstream bonded channels

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

1Locked38.94246917973
2Locked38.62990112606
3Locked38.62956319198
4Locked38.63505515872
5Locked38.9236105718
6Locked38.91462812675
7Locked38.91028913947
8Locked38.61101511368
9Locked38.61178814426
10Locked38.9100398232
11Locked38.698536734
12Locked38.971038089
13Locked38.657309504
14Locked38.947106669
15Locked38.952386680
16Locked38.6664210974
17Locked38.643513761
18Locked38.660993582
19Locked38.921943320
20Locked38.619275002
21Locked38.917574210
22Locked38.921076130
23Locked38.920875228
24Locked38.91776

3277

 

 

 

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james155
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Re: Good news, we didn't find any network issues. However, the problem may be with your in-home connectio

upstream bonded channels

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

14620000041512064 qam1
23260000041.8512064 qam3
32580000042.3512064 qam4
43940000041.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0060
3ATDMA00150
4ATDMA0050

 

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

SFID633208
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID633207
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling Type

BestEffort

 

 

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james155
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Re: Good news, we didn't find any network issues. However, the problem may be with your in-home connectio

 

17/12/2020 16:11:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 13:39:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 13:15:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 08:32:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 09:22:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 09:06:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 08:58:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 16:26:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:45:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:39:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:39:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:39:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:38:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:38:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:38:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:38:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:37:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:32:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:25:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 13:25:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0
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