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Maverick2
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Speed and Connectivity serious Issues

Since more than 3 weeks ago, I have experienced frequent outages on my Internet service. I have managed to forward mobile data as the cuts were frequent but short. Speed has been ok (60-75 Mbps in Ethernet) but slower than agreed (100 Mb). Today the crash is permanent. There is no Internet at home and we are 2 people working from home. Unacceptable! Issue seems to be in the router (Hub3) as there are no issues reported in my area. Of course, I have restarted and restored it around 20 times. I would need assistance as soon as practical. Router log shows plenty of warnings and critical entries

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MikeRobbo
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Alessandro Volta
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Message 2 of 25
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Re: Speed and Connectivity serious Issues

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: Speed and Connectivity serious Issues

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Buffer6
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Message 4 of 25
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Re: Speed and Connectivity serious Issues

If there is no Internet at home, how would they set up a BQM?

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MikeRobbo
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Alessandro Volta
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Message 5 of 25
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Re: Speed and Connectivity serious Issues

The OP stated "frequent outages on my Internet service."

then stated "Today the crash is permanent."

How long is permanent ?

In my book it means forever.

Set up a BQM using a mobile then once they can get the VM WAN IP edit the BQM to reflect that IP Address.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Maverick2
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Message 6 of 25
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Re: Speed and Connectivity serious Issues

Hi @MikeRobbo,

Thank you veyr much for your replies.

I will carry out a few tasks I need to do and post later the required answers. It seems to be working now but I forecast it will crash during the morning..... Of course, I will keep you all posted. Yes, permanent is forever. Yesterday, I completely lost Internet (over 2 hours) before going to bed.

Kind regards, thanking you in advance

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Maverick2
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Re: Speed and Connectivity serious Issues

Downstream

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

13310000007.638256 qam25
22670000008.138256 qam17
3275000000838256 qam18
4283000000838256 qam19
5291000000838256 qam20
62990000007.938256 qam21
7307000000838256 qam22
83150000007.838256 qam23
93230000007.938256 qam24
103710000007.438256 qam26
11379000000738256 qam27
12387000000738256 qam28
133950000006.838256 qam29
144030000006.638256 qam30
154110000006.638256 qam31
164190000006.138256 qam32
174270000006.438256 qam33
184350000006.138256 qam34
19443000000638256 qam35
204510000005.838256 qam36
214590000005.638256 qam37
224670000005.438256 qam38
234750000005.538256 qam39
244830000005.538256 qam40

 

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

1Locked38.660
2Locked38.960
3Locked38.950
4Locked38.950
5Locked38.650
6Locked38.6190
7Locked38.650
8Locked38.9200
9Locked38.940
10Locked38.600
11Locked38.600
12Locked38.640
13Locked38.950
14Locked38.960
15Locked38.660
16Locked38.600
17Locked38.660
18Locked38.600
19Locked38.960
20Locked38.660
21Locked38.600
22Locked38.650
23Locked38.900
24Locked38.910
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Maverick2
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Message 8 of 25
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Re: Speed and Connectivity serious Issues

Upstream:

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

16030000442512064 qam9
23940002142512064 qam12
34619999642512064 qam11
45370003942512064 qam10

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Maverick2
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Message 9 of 25
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Re: Speed and Connectivity serious Issues

General Configuration:

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
.iyewrkldJKDHSUBsgvca69834ncx

 

 Primary Downstream Service Flow

SFID23046
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow

SFID23045
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Maverick2
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Message 10 of 25
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Re: Speed and Connectivity serious Issues

Of course, I have removed some bits of the MAC address:

Time

Priority

Description

04/12/2020 09:12:40

critical

No Ranging Response received - T3 time-out;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:42:0

notice

LAN login Success;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:26:26

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:25:36

Warning!

Lost MDD Timeout;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:25:32

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:25:32

Warning!

RCS Partial Service;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:25:32

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:25:31

Warning!

RCS Partial Service;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:22:40

notice

LAN login Success;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:15:31

notice

Unit has been restored to factory defaults from a software issued command;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:13:43

notice

LAN login Success;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:13:11

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:09:40

Warning!

RCS Partial Service;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:09:40

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:09:40

Warning!

RCS Partial Service;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:09:39

critical

No Ranging Response received - T3 time-out;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:09:21

Warning!

RCS Partial Service;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:09:16

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:09:16

critical

Ranging Request Retries exhausted;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 22:09:9

critical

No Ranging Response received - T3 time-out;CM-MAC=e4:57;CMTS-MAC=0c:11:;CM-QOS=1.1;CM-VER=3.0;

 

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