on 24-06-2022 10:00
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
on 24-06-2022 15:16
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.
on 24-06-2022 15:27
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 |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 323000000 | 5.3 | 38 | 256 qam | 24 |
2 | 139000000 | 6.9 | 38 | 256 qam | 1 |
3 | 147000000 | 7 | 38 | 256 qam | 2 |
4 | 155000000 | 6.6 | 40 | 256 qam | 3 |
5 | 163000000 | 6.8 | 38 | 256 qam | 4 |
6 | 171000000 | 6.5 | 38 | 256 qam | 5 |
7 | 179000000 | 6.1 | 38 | 256 qam | 6 |
8 | 187000000 | 6.1 | 38 | 256 qam | 7 |
9 | 195000000 | 5.9 | 38 | 256 qam | 8 |
10 | 203000000 | 5.6 | 38 | 256 qam | 9 |
11 | 211000000 | 5.1 | 38 | 256 qam | 10 |
12 | 219000000 | 5 | 38 | 256 qam | 11 |
13 | 227000000 | 4.5 | 38 | 256 qam | 12 |
14 | 235000000 | 4.3 | 38 | 256 qam | 13 |
15 | 243000000 | 3.9 | 38 | 256 qam | 14 |
16 | 251000000 | 3.9 | 38 | 256 qam | 15 |
17 | 259000000 | 4 | 38 | 256 qam | 16 |
18 | 267000000 | 4.3 | 38 | 256 qam | 17 |
19 | 275000000 | 4.3 | 38 | 256 qam | 18 |
20 | 283000000 | 4.5 | 38 | 256 qam | 19 |
21 | 291000000 | 4.5 | 38 | 256 qam | 20 |
22 | 299000000 | 4.8 | 38 | 256 qam | 21 |
23 | 307000000 | 4.9 | 38 | 256 qam | 22 |
24 | 315000000 | 5 | 38 | 256 qam | 23 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 148 | 29 |
2 | Locked | 38.9 | 87 | 137 |
3 | Locked | 38.9 | 106 | 123 |
4 | Locked | 40.3 | 122 | 339 |
5 | Locked | 38.6 | 110 | 94 |
6 | Locked | 38.6 | 122 | 116 |
7 | Locked | 38.9 | 92 | 141 |
8 | Locked | 38.9 | 84 | 138 |
9 | Locked | 38.9 | 81 | 129 |
10 | Locked | 38.9 | 94 | 112 |
11 | Locked | 38.9 | 105 | 97 |
12 | Locked | 38.9 | 95 | 91 |
13 | Locked | 38.9 | 115 | 65 |
14 | Locked | 38.6 | 120 | 50 |
15 | Locked | 38.9 | 139 | 46 |
16 | Locked | 38.6 | 130 | 45 |
17 | Locked | 38.6 | 112 | 58 |
18 | Locked | 38.9 | 110 | 66 |
19 | Locked | 38.9 | 119 | 54 |
20 | Locked | 38.9 | 125 | 49 |
21 | Locked | 38.9 | 118 | 57 |
22 | Locked | 38.9 | 147 | 35 |
23 | Locked | 38.9 | 166 | 20 |
24 | Locked | 38.6 | 143 | 22 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300161 | 51 | 5120 | 64 qam | 1 |
2 | 46200000 | 50.3 | 5120 | 64 qam | 3 |
3 | 53699903 | 51 | 5120 | 64 qam | 2 |
4 | 39400000 | 50 | 5120 | 64 qam | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 24-06-2022 15:28
Time Priority Description
24/06/2022 08:20:25 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2022 10:40:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2022 10:38:25 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2022 10:37:57 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2022 10:37:52 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2022 10:37:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2022 10:37:51 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2022 10:37:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2022 14:46:4 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2022 14:45:57 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2022 00:41:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2022 00:41:24 | Error | DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2022 23:48:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/06/2022 17:51:49 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:04:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:04:24 | critical | DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:03:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:02:36 | critical | Received 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 23:14:59 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/06/2022 23:14:51 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 24-06-2022 15:29
on 24-06-2022 15:33
Nothing has changed at my end would this be down to them making changes at a cabinet ?
on 24-06-2022 15:42
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.
on 24-06-2022 18:34
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,
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