Menu
Reply
digidoug
  • 8
  • 0
  • 0
Tuning in
239 Views
Message 1 of 8
Flag for a moderator

Problems for the last week

Complaint reference: C-240622206

I am on Max traffic rate 690Mb Downstream and 44Mb Upstream and normally 8 - 10ms ping.

Over the past week I have been getting from 5 - 180 max download (mean average 75Mb) with ping times ranging from 15 - 286ms and wide ranging roundtrip delay times and multiple internet drops day and night.

I have logged a call and they knew nothing about any problems in the area and to get me off the call then said an engineer is fixing it please call back in 24hrs. But there are no reported outages in the area.

I have isolated my home network and just used the hub and still get the same speeds and issues so the fault it outside of my home. I am constantly powering off the VM router.

Please can someone who actually knows what they are talking about contact me rather than script following support, who are pleasant but are not equipped to troubleshoot.

Customer for +20 years

0 Kudos
Reply
Roger_Gooner
  • 7.97K
  • 523
  • 1.51K
Alessandro Volta
226 Views
Message 2 of 8
Flag for a moderator

Re: Problems for the last week

Can you post some stats.
For a hub 3: go to 192.168.0.1 (router mode) or 192.168.100.1 (modem mode), do not log in, click on the link "Check Router Status".
For a hub 4: go to 192.168.0.1 (router mode) or 192.168.100.1 (modem mode), log in, click on the link "Check Router Status".
Copy and paste the Downstream, Upstream and Network Logs as text (not images). Mask any public IP address.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG108S 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
0 Kudos
Reply
digidoug
  • 8
  • 0
  • 0
Tuning in
219 Views
Message 3 of 8
Flag for a moderator

Re: Problems for the last week

Hub 3.0 device information

The information below shows current status of this Hub 3.0.

Standard specification compliant: DOCSIS 3.0
Hardware version: 10
Software version: 9.1.2109.200

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
323000000
Locked
Ranged Upstream Channel (Hz)
60300161
Locked
Provisioning State
Online

 

Downstream bonded channels

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

13230000005.338256 qam24
21390000006.938256 qam1
3147000000738256 qam2
41550000006.640256 qam3
51630000006.838256 qam4
61710000006.538256 qam5
71790000006.138256 qam6
81870000006.138256 qam7
91950000005.938256 qam8
102030000005.638256 qam9
112110000005.138256 qam10
12219000000538256 qam11
132270000004.538256 qam12
142350000004.338256 qam13
152430000003.938256 qam14
162510000003.938256 qam15
17259000000438256 qam16
182670000004.338256 qam17
192750000004.338256 qam18
202830000004.538256 qam19
212910000004.538256 qam20
222990000004.838256 qam21
233070000004.938256 qam22
24315000000538256 qam23



Downstream bonded channels

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

1Locked38.614829
2Locked38.987137
3Locked38.9106123
4Locked40.3122339
5Locked38.611094
6Locked38.6122116
7Locked38.992141
8Locked38.984138
9Locked38.981129
10Locked38.994112
11Locked38.910597
12Locked38.99591
13Locked38.911565
14Locked38.612050
15Locked38.913946
16Locked38.613045
17Locked38.611258
18Locked38.911066
19Locked38.911954
20Locked38.912549
21Locked38.911857
22Locked38.914735
23Locked38.916620
24Locked38.614322

 

Upstream bonded channels

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

16030016151512064 qam1
24620000050.3512064 qam3
35369990351512064 qam2
43940000050512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

0 Kudos
Reply
digidoug
  • 8
  • 0
  • 0
Tuning in
217 Views
Message 4 of 8
Flag for a moderator

Re: Problems for the last week

Network Log

Time Priority Description

24/06/2022 08:20:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 10:40:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 10:38:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 10:37:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 10:37:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 10:37:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 10:37:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 10:37:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 14:46:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 14:45:57Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 00:41:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 00:41:24ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 23:48:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2022 17:51:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:24criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:36criticalReceived 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;
17/06/2022 23:14:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2022 23:14:51criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

0 Kudos
Reply
Roger_Gooner
  • 7.97K
  • 523
  • 1.51K
Alessandro Volta
213 Views
Message 5 of 8
Flag for a moderator

Re: Problems for the last week

Your upstream power levels are too high, and a VM tech needs to come round if there is no area fault.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG108S 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
digidoug
  • 8
  • 0
  • 0
Tuning in
203 Views
Message 6 of 8
Flag for a moderator

Re: Problems for the last week

Nothing has changed at my end would this be down to them making changes at a cabinet ?

0 Kudos
Reply
Roger_Gooner
  • 7.97K
  • 523
  • 1.51K
Alessandro Volta
200 Views
Message 7 of 8
Flag for a moderator

Re: Problems for the last week

High power levels can be caused by various things like excessive number of splitters and a cable fault at the home and a problem all the way to the cabinet. All of this is in the area that a tech covers, and if the problem is upstream of the cabinet he should report it.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG108S 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
0 Kudos
Reply
John_GS
  • 13.37K
  • 679
  • 1.24K
Forum Team
Forum Team
185 Views
Message 8 of 8
Flag for a moderator

Re: Problems for the last week

Hi digidoug

Thanks for posting. I am sorry to hear of the broadband issues. Just to confirm we don't do a 690mb tariff, it would be 600mb. You do need a tech visit as your upstream levels are either maxed out or close too. 

I'll send you a PM now.

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill