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Intermittent service

sduffield
Joining in

Hi. I am having intermittent service issues using M500. Sometimes the service becomes very slow and sites/downloads becomes hit and miss. 

Sometimes latency and packet drops affect streaming for quite a while. Would you be able to advise?

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
259000000
Locked
Ranged Upstream Channel (Hz)
53700063
Locked
Provisioning State
Online


Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 259000000 4.6 38 256 qam 16
2 251000000 4.6 38 256 qam 15
3 267000000 4.4 38 256 qam 17
4 275000000 4.3 37 256 qam 18
5 283000000 4.5 37 256 qam 19
6 291000000 4.5 37 256 qam 20
7 299000000 4.5 38 256 qam 21
8 307000000 4.3 38 256 qam 22
9 315000000 4 38 256 qam 23
10 323000000 3.7 37 256 qam 24
11 331000000 3.9 37 256 qam 25
12 339000000 3.4 37 256 qam 26
13 347000000 3.2 38 256 qam 27
14 355000000 3 38 256 qam 28
15 363000000 2.9 38 256 qam 29
16 371000000 2.7 37 256 qam 30
17 379000000 2.7 37 256 qam 31
18 387000000 2.5 38 256 qam 32
19 395000000 2.2 38 256 qam 33
20 403000000 2 38 256 qam 34
21 411000000 2 38 256 qam 35
22 419000000 1.5 38 256 qam 36
23 427000000 1.9 38 256 qam 37
24 435000000 1.5 38 256 qam 38


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 3626 58855
2 Locked 38.6 4573 32830
3 Locked 38.6 2751 59832
4 Locked 37.6 3068 54649
5 Locked 37.3 3417 56980
6 Locked 37.6 4539 77384
7 Locked 38.6 3023 51945
8 Locked 38.6 1710 77853
9 Locked 38.9 1744 74143
10 Locked 37.6 1903 55575
11 Locked 37.3 1503 54370
12 Locked 37.3 2495 77157
13 Locked 38.6 1847 51022
14 Locked 38.9 1827 60661
15 Locked 38.6 2275 79062
16 Locked 37.6 2648 76417
17 Locked 37.6 2733 55384
18 Locked 38.6 2642 75158
19 Locked 38.6 2858 0
20 Locked 38.9 3209 0
21 Locked 38.6 4793 0
22 Locked 38.6 5782 0
23 Locked 38.6 6536 0
24 Locked 38.9 7423 0


Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700063 49.3 5120 64 qam 2
2 60299995 49.5 5120 64 qam 1
3 39400020 49.3 5120 64 qam 4
4 46199737 49 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 5 0
2 ATDMA 0 0 3 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 2 0

 

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3 REPLIES 3

jbrennand
Very Insightful Person
Very Insightful Person
Can you do this to start from a clean sheet.... Post up the network logs as well.
_____________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks John. 

I can do that once I'm back home.

Well after two days, service seems to be stable. No postRS errors and no further T3 errors. 

Hopefully this has solved the issue