Re-emerged internet/TV issues

[TaylorA17]

We have ongoing network issues coming into our property, this happened for about 8 months last yr and then finally got fixed, not sure by who or how.

Since a network upgrade in Feb???(I think), the gremlins have re-appeared and when they do our Internet is incredibly slow, nothing loads and the TV live or recorded at the time of issue is incredibly pixilated and jumps. This happened for 5 hours on Sunday and is ongoing again now. It happens a couple of times per week.

Engineer came last sat and replaced router and tested everything, all fine. 

Sundays BQM trace 

 any help or suggestions greatly appreciated 

[jbrennand · Accepted solution]

That's Sundays trace - post a link  t the "share live graph" so we can see it now.

Also, call the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.  See if any problems are being reported

[TaylorA17]

Thanks John, I wasn't aware of the number but will give it a try. 

Apologies for delayed response, the email ended up in my junk.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ad51226b8aeb7cb743a01b16076a5fe802...

Many thanks

Adam

[jbrennand]

BQM looks dreadful.. is the 0800 number reporting a fault?

Lets see the rest of the data - do this....

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

[TaylorA17]

Thanks again for your response John, we had the same engineer back yesterday who was perplexed to say the least and confirm that there had been hundreds of disconnects on Sunday. The BQM has been very patchy this week.  

Here is the data from the 2 downstream (3.0) channels:

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

1	331000000	5.8	40	QAM 256	25
2	139000000	7.2	39	QAM 256	1
3	147000000	7.1	39	QAM 256	2
4	155000000	6.9	39	QAM 256	3
5	163000000	6.7	39	QAM 256	4
6	171000000	6.5	39	QAM 256	5
7	179000000	6.2	39	QAM 256	6
8	187000000	6	39	QAM 256	7
9	195000000	6.1	39	QAM 256	8
10	203000000	6	39	QAM 256	9
11	211000000	6	39	QAM 256	10
12	219000000	5.9	39	QAM 256	11
13	227000000	5.6	39	QAM 256	12
14	235000000	5.2	39	QAM 256	13
15	243000000	4.9	39	QAM 256	14
16	251000000	4.7	39	QAM 256	15
17	259000000	4.7	39	QAM 256	16
18	267000000	4.7	39	QAM 256	17
19	275000000	4.9	39	QAM 256	18
20	283000000	5.5	39	QAM 256	19
21	291000000	6.1	39	QAM 256	20
22	299000000	6.3	40	QAM 256	21
23	307000000	6.3	40	QAM 256	22
24	315000000	6	40	QAM 256	23
25	323000000	5.9	40	QAM 256	24
26	339000000	5.9	40	QAM 256	26
27	347000000	6	40	QAM 256	27
28	355000000	6	40	QAM 256	28
29	363000000	6.1	40	QAM 256	29
30	371000000	6	40	QAM 256	30
31	379000000	6	40	QAM 256	31

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

1	Locked	40	55	513
2	Locked	39	3416	29969
3	Locked	39	1693	15402
4	Locked	39	4138	35594
5	Locked	39	5258	45288
6	Locked	39	4756	40533
7	Locked	39	4358	37776
8	Locked	39	4372	38430
9	Locked	39	4346	37617
10	Locked	39	3881	35715
11	Locked	39	4943	43394
12	Locked	39	4172	35945
13	Locked	39	3588	31826
14	Locked	39	4223	36446
15	Locked	39	5034	43981
16	Locked	39	4972	41987
17	Locked	39	3503	28991
18	Locked	39	5342	44091
19	Locked	39	3918	35396
20	Locked	39	4135	36285
21	Locked	39	4713	43540
22	Locked	40	4811	47283
23	Locked	40	3844	36355
24	Locked	40	3565	32869
25	Locked	40	3530	30477
26	Locked	40	3428	31647
27	Locked	40	4022	35913
28	Locked	40	3518	32521
29	Locked	40	4657	40857
30	Locked	40	3595	31085
31	Locked	40	3148	27127

The 2 upstream channels:

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

0	49600000	41.5	5120	QAM 64	1
1	43100000	41.5	5120	QAM 64	2
2	36600000	41.5	5120	QAM 64	3
3	30100000	41.5	5120	QAM 64	4
4	23600000	41.5	5120	QAM 64	5

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	2	0	0
1	ATDMA	0	2	0	0
2	ATDMA	0	2	0	0
3	ATDMA	0	2	0	0
4	ATDMA	0	2	0	0

[TaylorA17]

Network log:

Finally, network log:

Time	Priority	Description
02-05-2024 22:14:57	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=YYYYYYYYY;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 22:12:22	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=YYYYYYYYY;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 22:07:58	notice	GUI Login Status - Login Success from LAN interface
02-05-2024 21:44:47	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:42:01	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:41:42	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:39:59	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:30:28	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:26:45	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:26:44	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:19:07	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:16:41	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:14:54	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:13:10	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:12:11	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:07:25	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:07:08	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:06:13	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 21:03:07	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 20:49:39	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 20:45:59	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 20:44:03	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 20:38:57	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 20:23:34	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 19:57:23	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 19:48:01	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 19:08:12	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 18:56:32	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 18:55:13	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 18:51:07	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 18:27:13	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 18:24:46	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
02-05-2024 18:16:51	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
01-05-2024 10:46:18	notice	GUI Login Status - Login Success from LAN interface

Many thanks for your time and input, greatly apprecaited

Best wishes

Adam 

[jbrennand]

PostRS errors and T timeouts are a concern - but your numbers may be "historical accumulation". Do any of your "red spike dropouts" occur at the same times as network log messages ?

So can you do this to start from a blank sheet

_______________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't.

If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit can  sort.

[TaylorA17]

Thank you John.

I will do as you suggest later. This kit was only installed on 20th April, we had a tech here on 1st May who reset everything and checked all connections. He was the same tech who installed on the 20th. So the counts are either for 14 days or 2days.

He said that we'd had over 170 disconnects on Sunday. 

Best wishes

Adam 

[jbrennand]

OK

Did you get a replacement Hub that may have coincided with the problems recurring?

What model is it and do you have it in "normal" or "modem" mode?

What devices have you got connected to the Hub's ethernet portsd ?

[TaylorA17]

Thanks John

    The problems started in Feb 2024 (around when VM did a network upgrade). We had identical issues last Yr with the same thing, for months and it was prob years. It's the only other thread I've ever posted on here but resolved in Sept. Noone ever told me how/what the issue was. 

Last Yr we went thru 3 new hubs, replacement of all cables outside house to street and then a repull of the cables on street to cabinet. 

We have a hub 5 and no devices connected by ethernet, the engineer even put the Vbox onto WiFi connection on tues.

I believe it is in normal mode.

My suspicions r the issue is a network one. Our neighbours had identical issue as us, they left VM we stayed because the issue was fixed but no more. 

Best wishes

Adam