Problems for the last week

[digidoug]

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

[Roger_Gooner]

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.

[digidoug]

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

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

Downstream bonded channels

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

Upstream bonded channels

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

Upstream bonded channels

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

[digidoug]

Network Log

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;

[Roger_Gooner]

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

[digidoug]

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

[Roger_Gooner]

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.

[John_GS]

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,