unusable internet past 4 days - cb1

[wackydude1234]

my gigabit internet has been unusable the last 4 days, currently at 1:30am getting 0.15mbps upload, I can't use it like this.

Real speed SAM won't even register any upload speed and then crashes. 

While the download isn't too bad (despite being 10x slower than advertised, the upload is so slow that it just prevents pages from loading. Websites take up to half a minute to even load.

I called the automated phone line and there's apparently a complex issue that needs to be fixed by engineers, can someone explain what this complex issue is and how I go about getting compensated for unusable internet.

[wackydude1234]

Superhub 4

I reset my superhub entirely last week when virgin told me to

[RR-IT-GUY]

do you when when you last rebooted as the T3 timeouts shouldn't be that high, would you mind copying and pasting in the downstream data as the quality is too low in a screenshot to be visible?

[wackydude1234]

3.0 Downstream channels

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

33	395000000	4	38.6	QAM256	33
1	139000000	8.1	37.6	QAM256	1
2	147000000	7.3	37.6	QAM256	2
3	155000000	7.2	37.6	QAM256	3
4	163000000	7	37.4	QAM256	4
5	171000000	6.5	37.6	QAM256	5
6	179000000	6	37.6	QAM256	6
7	187000000	5.6	37.6	QAM256	7
8	195000000	5.3	38.6	QAM256	8
9	203000000	4.9	37.6	QAM256	9
10	211000000	4.1	37.6	QAM256	10
11	219000000	3.8	38.6	QAM256	11
12	227000000	3.6	37.6	QAM256	12
13	235000000	3.2	37.6	QAM256	13
14	243000000	2.8	37.6	QAM256	14
15	251000000	2.4	37.4	QAM256	15
16	259000000	2.8	37.6	QAM256	16
17	267000000	3	39	QAM256	17
18	275000000	3.1	37.6	QAM256	18
19	283000000	3	37.6	QAM256	19
20	291000000	4.1	38.6	QAM256	20
21	299000000	5.4	38.6	QAM256	21
22	307000000	5	39	QAM256	22
23	315000000	4.8	38.6	QAM256	23
24	323000000	5.3	38.6	QAM256	24
26	339000000	5.3	38.6	QAM256	26
27	347000000	5.8	39	QAM256	27
28	355000000	5.7	39	QAM256	28
29	363000000	5.4	39	QAM256	29
30	371000000	6.1	39	QAM256	30
31	379000000	6	39	QAM256	31
32	387000000	4.6	38.6	QAM256	32

3.0 Downstream channels

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

33	Locked	38.605377	0	0
1	Locked	37.636276	0	0
2	Locked	37.636276	0	0
3	Locked	37.636276	0	0
4	Locked	37.355988	0	0
5	Locked	37.636276	0	0
6	Locked	37.636276	0	0
7	Locked	37.636276	0	0
8	Locked	38.605377	0	0
9	Locked	37.636276	0	0
10	Locked	37.636276	0	0
11	Locked	38.605377	0	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	37.636276	0	0
15	Locked	37.355988	0	0
16	Locked	37.636276	0	0
17	Locked	38.983261	0	0
18	Locked	37.636276	0	0
19	Locked	37.636276	0	0
20	Locked	38.605377	0	0
21	Locked	38.605377	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.605377	0	0

[wackydude1234]

Refresh data

3.0 Upstream channels

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

1	25800000	43.5	5120 KSym/sec	64QAM	6
2	39400000	44	5120 KSym/sec	64QAM	4
3	46200000	44.8	5120 KSym/sec	64QAM	3
4	32600000	43.8	5120 KSym/sec	64QAM	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	131	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	731	0

Refresh data

Network Log

Time Priority Description

Thu 01/01/1970 00:01:25	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 27/04/2022 23:17:08	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 29/04/2022 02:01:46	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 01/05/2022 07:41:25	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 01/05/2022 21:41:53	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Last reset last sunday, last rebooted thursday

[wackydude1234]

Refresh data

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076-b.cm

Primary Downstream Service Flow

SFID	16594
Max Traffic Rate	1230000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	16593
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

Refresh data

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	4
DOCSIS 3.1 channels	0	0

Last reset last sunday, last rebooted thursday

[RR-IT-GUY]

Thanks for all the data, so all the levels are in spec and good (unless I have missed something).

In terms of the errors on the upstream it could have been a short problem elsewhere, I recommend restarting the HUB waiting 24 hours and posting the stats again as depending on the speed that it rises it can show a problem.

In terms of docsis 3.1 I would have to let someone else on the forum respond as I have only ever had 3.0 so am not sure myself.

[wackydude1234]

Rebooted it now to clear the list

[RR-IT-GUY]

Thanks for the heads up, lets see how everything looks overnight

[wackydude1234]

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

So far only 1 T3 timeout so far

[RR-IT-GUY]

What's the downstream looking like?