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ykm71
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Intermittent Connection and Slow Speed - Yet again!

HI,

Like a number of other posts here, I am also suffering from slow speed and dropping connections.

My hub logs are:

Network Log

Time Priority Description

16/07/2020 13:39:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 13:39:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 13:36:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 13:36:31Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 13:36:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 13:35:45Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 20:27:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 20:25:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 11:21:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 03:34:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 03:34:22ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2020 23:45:7ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2020 21:52:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 21:00:58ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2020 15:14:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 07:51:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 07:50:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 01:40:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 01:39:46criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 01:39:34criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1434750000-2.238256 qam29
2194750000-0.438256 qam8
3202750000-0.538256 qam9
4210750000-0.538256 qam10
5218750000-0.738256 qam11
6226750000-138256 qam12
7234750000-138256 qam13
8242750000-138256 qam14
9250750000-1.238256 qam15
10258750000-1.238256 qam16
11266750000-1.538256 qam17
12274750000-1.538256 qam18
13282750000-138256 qam19
14290750000-0.938256 qam20
15298750000-138256 qam21
16306750000-1.238256 qam22
17314750000-1.438256 qam23
18322750000-1.238256 qam24
19402750000-1.438256 qam25
20410750000-1.538256 qam26
21418750000-1.738256 qam27
22426750000-1.738256 qam28
23442750000-2.238256 qam30
24450750000-338256 qam31



Downstream bonded channels

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

1Locked38.9229266559
2Locked38.648452
3Locked38.974441
4Locked38.941315
5Locked38.98795
6Locked38.612977
7Locked38.94640
8Locked38.611276
9Locked38.621840
10Locked38.93180
11Locked38.96330
12Locked38.916520
13Locked38.64090
14Locked38.62320
15Locked38.62550
16Locked38.62400
17Locked38.92160
18Locked38.62430
19Locked38.61750
20Locked38.61750
21Locked38.61780
22Locked38.61730
23Locked38.61730
24Locked38.62430

I would be grateful for any help as I have not had any from technical support after a lengthy call.

 

Regards.

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ykm71
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Message 2 of 8
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Re: Intermittent Connection and Slow Speed - Yet again!

Also, Speed Test Results:

y2.pngy3.png

with a wired connection.

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Anonymous
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Message 3 of 8
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Re: Intermittent Connection and Slow Speed - Yet again!

When was the last time the HUB was rebooted?

One of your downstream channels has a large number of 'Post RS Errors' which could point to a fault.

Power levels on the downstream channels are a little low, but in spec.

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ykm71
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Message 4 of 8
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Re: Intermittent Connection and Slow Speed - Yet again!

Hi Carl,

Thanks for your advice.

I finally managed to get through to tech support and after several reboots and a reset plus some other changes at their end, it's back to normal.

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chrisnewton
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Message 5 of 8
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Re: Intermittent Connection and Slow Speed - Yet again!

Hi do you have the number for tech support?
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ykm71
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Message 6 of 8
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Re: Intermittent Connection and Slow Speed - Yet again!

HI,

I used the 0345 454 1111 number - the difference this time was that I was put through directly to the retentions team who did the additional techy bits - and the lady was very nice about it all - very different from my previous experience.

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chrisnewton
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Message 7 of 8
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Re: Intermittent Connection and Slow Speed - Yet again!

thats great thanks so much for that

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John_GS
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Message 8 of 8
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Re: Intermittent Connection and Slow Speed - Yet again!

Hi chrisnewton

 

Have you managed to speak to the technical team since posting? If not, let me know if I can be of assistance.

 

Hi @ykm71, my apologies for the service issues but glad the team has got this sorted for you. Let me know if you need further assistance.

 

Kind regards

John_GS
Forum Team

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