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OxfordshireDave
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intermittent connectivity issues since upgrade to M500

Hi all,

last week I upgraded my service from (I think) Vivid 200 to M500 which meant a new (Super)Hub3 from the older ver. 2... I think. Max download speeds seem fine according to ookla but since the upgrade I've noticed that video chat via Teams (which we're using primarily at work) seems to stutter more often and seems to freeze more often than before. Obviously very subjective and hard to quantify if this is indeed worse but it seems to be and noticeably my end that seems to have issues when others in the chat don't have problems. Given that a 6-person Teams video session seems to be 2 Mbps (PFSense graphs) and that I am able to achieve 500+ Mbps on a ookla speed test I would think nothing is fundamentally wrong with the network but either something flaky with the modem or cabling since the upgrade (or the upgrade it pushing it to reveal issues).

I run the Hub3 in modem mode and have my own networking equipment behind it unchanged from before the upgrade. Other anomalies I've noticed too is that the modem can be very slow (to the point of timeing out sometimes) to access it's webpage on 192.168.100.1. The modem has a red light on the front too which could well be magenta I guess but maybe not... many reports on the forums of the magenta showing modem mode actually looking red so who knows. It's on the top of my network rack with free air flow around it, ambient temperature is 25C in there at the moment as I'm monitoring that which doesn't really seem too hot to me. I did put a 120 mm PC case fan blowing at the side to test and it didn't make any difference after 30 mins so assume it's not actually a heating issue.

I saw another user post some issues and it was suggested to create a monitor on thinkbroadband which I've just done and can post that when it has recorded some data.

Only other thing to note is that the co-axial cable between the little box on the end of the incomming feed and my modem (possibly an opto-isolator?) is potentially quite old but. I'm aware that VM use special coax cable so not sure how I could go about souring a replacement to try?

Hope someone at VM can run some diagnostics etc. Logs below.

Thanks,
Dave

From the Hubs status pages:

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
458250000
Locked
Ranged Upstream Channel (Hz)	
46200132
Locked
Provisioning State	
Online
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	458250000	-2	36	256 qam	7
2	466250000	-1.7	36	256 qam	8
3	474250000	-1.7	36	256 qam	9
4	482250000	-1.2	36	256 qam	10
5	490250000	-1.5	36	256 qam	11
6	498250000	-1.7	36	256 qam	12
7	506250000	-0.7	36	256 qam	13
8	514250000	-0.7	36	256 qam	14
9	522250000	-1	36	256 qam	15
10	530250000	-0.7	36	256 qam	16
11	538250000	-1.7	36	256 qam	17
12	546250000	-1.5	36	256 qam	18
13	554250000	-1.5	36	256 qam	19
14	562250000	-2.5	36	256 qam	20
15	570250000	-2	36	256 qam	21
16	578250000	-2.2	36	256 qam	22
17	586250000	-2.7	36	256 qam	23
18	594250000	-1.7	36	256 qam	24
19	658250000	-4.5	36	256 qam	25
20	666250000	-4	36	256 qam	26
21	674250000	-4.2	36	256 qam	27
22	682250000	-3.2	36	256 qam	28
23	690250000	-4	36	256 qam	29
24	698250000	-4.4	36	256 qam	30


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	36.3	217	0
2	Locked	36.6	176	0
3	Locked	36.6	208	14
4	Locked	36.3	193	0
5	Locked	36.3	353	10
6	Locked	36.6	240	0
7	Locked	36.6	310	0
8	Locked	36.6	363	0
9	Locked	36.6	444	6
10	Locked	36.6	322	0
11	Locked	36.3	386	0
12	Locked	36.6	236	0
13	Locked	36.3	231	0
14	Locked	36.3	346	0
15	Locked	36.3	265	0
16	Locked	36.3	325	0
17	Locked	36.3	453	1
18	Locked	36.6	227	0
19	Locked	36.6	521	0
20	Locked	36.6	589	0
21	Locked	36.3	575	0
22	Locked	36.6	335	0
23	Locked	36.3	573	13
24	Locked	36.6	773	0
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200132	4.525	5120	32 qam	1
2	25800166	4.346	5120	16 qam	4
3	32600196	4.4	5120	32 qam	3
4	39399903	4.45	5120	32 qam	2


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
General Configuration
Network access	
Allowed
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
DOCSIS Mode	
Docsis30
Config file	
Vcb573b2ee9a9587e.cm


Primary Downstream Service Flow
SFID	308
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0


Primary Upstream Service Flow
SFID	307
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort
Network Log
Time	Priority	Description
04/08/2020 18:32:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 04:15:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 04:14:55	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 04:14:55	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 04:14:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 04:14:8	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 04:14:8	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 03:54:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 22:55:22	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 22:55:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 22:54:34	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;
01/08/2020 22:48:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 22:48:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 22:48:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 22:48:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 14:14:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 04:05:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 16:50:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 06:44:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 06:25:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Anonymous
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Message 2 of 58
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Re: intermittent connectivity issues since upgrade to M500

All of your upstream qam levels (Modulation) are not correct (They should be 64):

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200132	4.525	5120	32 qam	1
2	25800166	4.346	5120	16 qam	4
3	32600196	4.4  	5120	32 qam	3
4	39399903	4.45	5120	32 qam	2
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OxfordshireDave
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Message 3 of 58
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Re: intermittent connectivity issues since upgrade to M500

well... that's useful to know! I assume there is not much I can do about that from my end?

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Anonymous
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Message 4 of 58
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Re: intermittent connectivity issues since upgrade to M500

No, it's an engineer visit to investigate the line, presumably in the cabinet.

OxfordshireDave
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Message 5 of 58
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Re: intermittent connectivity issues since upgrade to M500

Do you know if this issue will get to someone at VM to deal with or will I have to go through their delightful call centres?

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Anonymous
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Message 6 of 58
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Re: intermittent connectivity issues since upgrade to M500

Well if you would like help in here I would suggest removing the 'helpful' tags, which marks the thread as resolved!

Kudos is ok, though.

A VM staff member should respond in a day or two, depending on active threads.

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OxfordshireDave
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Message 7 of 58
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Re: intermittent connectivity issues since upgrade to M500

Hah! well.. I thought it was helpful since you immediately diagnosed an issue!

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Anonymous
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Message 8 of 58
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Re: intermittent connectivity issues since upgrade to M500

Yeah, 'Helpful' isn't quite 'resolved' is it...

The only thing you can do yourself is check the wiring between the HUB and wall (Secure).

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OxfordshireDave
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Message 9 of 58
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Re: intermittent connectivity issues since upgrade to M500

Cool, your answer is now unhelpful (since that obviously means unresolved) and instead gave you some Kudos... don't spend them all at once.

Cheers,
Dave

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OxfordshireDave
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Message 10 of 58
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Re: intermittent connectivity issues since upgrade to M500

There is no wall plate in my installation - it's a cupboard under the stairs so the cable simply pokes through the wall. It works for the most part at the moment at least. Thanks for you insights

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