View Full Version : 50MB Broadband Issues
Since I have upgraded to the 50MB Broadband I have found that around 00:10 am nearly every night my internet goes choppy then goes off for hours!!! I try to ping the bbc and nearly every time at least 2 packets get lost, about 10 mins later the net is completely dead! At this point the Cable Modem Status pages will not load. Sometimes but not oftern, this happens in the day around 9am.
I have had a new drop cable (rg11) to my house to increase the power levels and this does not seem to have made any difference to the issue. Screen shots are attached.
This is my hostname: *.cable.ubr04.sutt.blueyonder.co.uk I am from Sutton Coldfield, West Midlands.
I guess the issues is with the UBR but im not sure. It always happens around the same time which is odd, I do wonder if someone has cloaned by mac address, maybe im looking into it too much? I have a mobile number for a senior technician and am working with him to try resolve this issue.
I am using logging software to log down the exact date/times this happens.
We are in a Telewest area.
Has anyone got any suggestions please?
moaningmags
14-07-2009, 02:55
I'm not sure of the levels for 50Mb but your upstream power level looks too low at 29.25.
I'm not sure of the levels for 50Mb but your upstream power level looks too low at 29.25.
Thanks! I will pass this onto my contact at VM at 9am and see what he says. Although im quite sure it has been around this power level for some time. I take screen shots of the config pages now and again to help track issues.
My net is on off on off on off! Driving me nuts!
Upstream to low as Mags said above and you will need an engineer visit to sort it it out.
An d just incase you missed the reiteration. That power level is to low ;)
I spoke to the Technician again today, he said that he has not seen the power levels since the new drop cable was fitted (last fri). I quoted my upstream level and he said it's not the best. If I get problems tonight/tomorrow morning, Im asked to call him back and he will come round.
Thanks for the input, I am very grateful.
It sounds like I need my new RG11 cable moved to a different card in the cabinet to increased the dBmv. If the downstream levels go too high, an attenuator would be fitted to balance the levels?
Am I correct is saying that Street Cabinets are Nodes that connect to UBR's? Also that Taps are a nickname for cards in the cabinet?
I dont know what codewords are. Can anyone tell me? or is this a security measure than cannot be discussed?
Thanks Again,
Beanie
P.S
---
I could not spell my username when I joined!
The Principle Technician came round. He made some changes in the cabinet, moved the Broadband and TV onto separate coax cables etc...
He said the power levels are fine and there is nothing more than can be done here. If I have more problems, contact him and they will consider that someone maybe using illegal equipment on the network causing noise on the line.
My power levels are attached again.
I havent had any problems since the last changes. I know its too soon to say this issue is resolved, but its looking that way.
In my last post, I forgot to mention I was moved onto the Top Tap.
Im confused as what to say other than the upstream power level is abit more than before!
dustymunchkin
17-07-2009, 02:58
Same problem ever since 50mb installed.
Upstream is 38.25 Don't know if low
Goes down every few days about same time as previous poster
and in all honesty I doubt this will even post.
Downstream at about 3.5mb. Upstream not even registering.
Tomorrow will be standard 18-20mb Down and 6-7 up
Cable Modem :
INFO
DOCSIS 1.0/1.1/2.0/3.0 CBoot Code Version : 6.1.1c Software Version : 3.11.1010 Hardware Version : 1.39 CA Key : Installed
STATUS
Acquired Downstream Channel 299.001343 MHz Primary Downstream Locked Ranged Upstream Channel 25.808001 MHz Success Provisioning State OK Operational Ethernet Link Status Up 100 Mbps/Full duplex
DOWNSTREAM
Frequency 299000000 307000000 315000000 N/A Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y N/N/N Channel Id 51 52 53 N/A Modulation 256QAM 256QAM 256QAM N/A Symbol Rate
(Msym/sec) 6.952 6.952 6.952 N/A Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 N/A Power Level
(dBmV) 5.29 4.88 5.49 N/A RxMER
(dB) 38.26 38.26 38.26 N/A Correctable
Codewords 0 0 0 N/A Uncorrectable
Codewords 284 280 303 N/A
UPSTREAM
Channel Type 1.0 N/A N/A N/A Channel ID 1 N/A N/A N/A Frequency
(Hz) 25808000 N/A N/A N/A Ranging Status Success N/A N/A N/A Modulation 16QAM N/A N/A N/A Symbol Rate
(KSym/sec) 2560 N/A N/A N/A Mini-Slot Size 2 N/A N/A N/A Power Level
(dBmV) 38.75 N/A N/A N/A T1 Timeouts 0 T2 Timeouts 0 0 0 0 T3 Timeouts 1 0 0 0 T4 Timeouts 2 0 0 0
UPSTREAM BURST
Modulation Type QPSK QPSK QPSK 16QAM 16QAM
Differential Encoding OFF OFF OFF OFF OFF Preamble Length 36 100 100 128 128 Preamble Value Offset 244 6 6 504 504 FEC Error Correction (T) 0 5 5 4 9 FEC Codeword Information Bytes (k) 16 34 34 76 232 Maximum Burst Size 0 0 0 7 0 Guard Time Size 22 48 48 22 22 Last Codeword Length FIX FIX FIX SHORT SHORT Scrambler on/off ON ON ON ON ON
OPERATION CONFIG
Network Access : Allowed Maximum Number of CPEs : 1 Baseline Privacy : Enabled DOCSIS Mode : DOCSIS 3.0 Config File : 9834ncxv9873254k;fg Primary Downstream Service Flow SFID : 16743 Max Traffic Rate : 53000000 bps Max Traffic Burst : 3044 bytes Min Traffic Rate : 0 bps Primary Upstream Service Flow SFID : 16742 Max Traffic Rate : 1750000 bps Max Traffic Burst : 3044 bytes Min Traffic Rate : 0 bps Max Concatenated Burst : 1522 bytes Scheduling Type : Best Effort
EVENT LOG
Thu Jul 16 23:30:26 2009 Thu Jul 16 23:30:26 2009 Critical (3) No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0; Fri Jul 17 00:20:13 2009 Fri Jul 17 00:20:13 2009 Notice (6) TLV-11 - unrecognized OID;CM-QOS=1.1;CM-VER=3.0;
Fri Jul 17 00:20:37 2009 Fri Jul 17 00:20:37 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-QOS=1.1;CM-VER=3.0;
Fri Jul 17 00:20:58 2009 Fri Jul 17 00:20:58 2009 Notice (6) TLV-11 - unrecognized OID;CM-QOS=1.1;CM-VER=3.0;
Fri Jul 17 00:21:36 2009 Fri Jul 17 00:21:36 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-QOS=1.1;CM-VER=3.0;
Fri Jul 17 00:21:48 2009 Fri Jul 17 00:21:48 2009 Notice (6) TLV-11 - unrecognized OID;:20:4f;CM-QOS=1.1;CM-VER=3.0;
Fri Jul 17 01:01:38 2009 Fri Jul 17 01:01:38 2009 Critical (3) No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Downstream Power Level
(dBmV) 5.29 4.88 5.49 N/A
RxMER dB) 38.26 38.26 38.26
UPSTREAM
(dBmV) 38.75
;
Your power levels are fine so you need to call the 50Mb support line
50Mb support line number.
0800 052 0431
Hi dustymunchkin,
Few questions for you please:
Do you know what UBR you are on?
Which area are you from?
Does the net stop working or just go slow?
Does Interactive on the TV work when the nets effected?
Does the status light on the modem stay on when you have issues? After a reboot of the modem while you have issues, does the status light stay on or blink?
Im guessing you will get sent a technician and they will turn up and say your nets working what do you want me todo? That happened 3 times to me!
Can you start logging down what date / time you are having problems, with as much info as you can get. This is info that you can show to technicians that may help them solve the problem.
Thanks,
Beanie
dustymunchkin
17-07-2009, 19:51
Thanks to both of you. About 5am this am things got back to normal. Upstream power increased to 42.65 (i think) but now back down to 39.75.
Testing the speed gets downstream of 9072 - 11132. Upstream reads as nearly double my normal at 1314. Speedtest.net gives me 9.16 and 1.37
SMTP does not seem to be that fast.
Like you said. Hard to ring when nothing particularly wrong.
I cleared the event log on 8/7 so events since then all logged 7th 8th 11th 13th 16th and 17th (4 separate events lasting several hours)
The UBR is cable.ubr22.aztw.blueyonder.co.uk
Area Bristol BS6
Net works (just) although upstream so slow I can't send emails. Pages rarely load completely.
Upstream tests don't complete.
I'll have to try the interactive next time as I dont watch telly much and rarely use the interactive stuff.
Modem appears normal when rebooted. Previous problems involved failure to establish DHCP but this says success.
I presume that 'Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received' suggests it's reporting a problem back to VM but it's just taking hours to sort it and the frequency of the fault needs addressing.
Although not a priority, I kind of think I really should be getting more than 20mb speeds when paying for 50mb (but on 20mb I rarely got above 7.5 - the reason for upgrading)
and VM will tell you that 50mb means up to ....
I hope you can tell something from this. Will obviously help when I ring VM. Some of the techs are excellent. (Moldova. I include you) but one told me I shouldn't be doing work on my home machine.(!) I have a website. I keep it updated from home and reply to afterhours queries. He seemed to imply that was the problem.
Thanks again.
Thanks to both of you. About 5am this am things got back to normal. Upstream power increased to 42.65 (i think) but now back down to 39.75.
Testing the speed gets downstream of 9072 - 11132. Upstream reads as nearly double my normal at 1314. Speedtest.net gives me 9.16 and 1.37
SMTP does not seem to be that fast.
Like you said. Hard to ring when nothing particularly wrong.
I cleared the event log on 8/7 so events since then all logged 7th 8th 11th 13th 16th and 17th (4 separate events lasting several hours)
The UBR is cable.ubr22.aztw.blueyonder.co.uk
Area Bristol BS6
Net works (just) although upstream so slow I can't send emails. Pages rarely load completely.
Upstream tests don't complete.
I'll have to try the interactive next time as I dont watch telly much and rarely use the interactive stuff.
Modem appears normal when rebooted. Previous problems involved failure to establish DHCP but this says success.
I presume that 'Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received' suggests it's reporting a problem back to VM but it's just taking hours to sort it and the frequency of the fault needs addressing.
Although not a priority, I kind of think I really should be getting more than 20mb speeds when paying for 50mb (but on 20mb I rarely got above 7.5 - the reason for upgrading)
and VM will tell you that 50mb means up to ....
I hope you can tell something from this. Will obviously help when I ring VM. Some of the techs are excellent. (Moldova. I include you) but one told me I shouldn't be doing work on my home machine.(!) I have a website. I keep it updated from home and reply to afterhours queries. He seemed to imply that was the problem.
Thanks again.
If you are getting slow speeds like you say then thats a fault, do not mention your website unless asked and they will run checks to determine what is causing the speed issue.
Is your set top box the same as the one in the pic attached (pace)? The 2nd light down shows that the box is getting a return path. Noting down if this light is on or off may also help. If not this box, please check if the lights are different when its playing up.
This sounds a little different from the issue I was having. The net went completely dead and the modem refused to lock onto the network again, for hours!
I would definitely call up with a fault as 'upto 50Mb' should also be higher than 'upto 20Mb'.
dustymunchkin
17-07-2009, 22:55
Not exactly the same but similar an SA 4000dvb.
To be perfectly honest, I'd never thought to connect the TV and internet service. I'm certain that the technician did not ask about it and neither has anyone on the phone. I assumed the cable was split between phone/modem and TV
Makes sense though, if it's not, and this is something that's been at the back of my mind for ages. 2 years ago we bought a really cheap widescreen. HD ready etc. The picture quality is not brilliant. Particularly foreheads move slower than the rest of the face. We thought you get what you pay for. but recently I watched a DVD and bypassed the cable. The quality was excellent and I had it at the back of my mind that the age of the set top box could be the cause.
Any thoughts.
I'll have to go wrong again before I can test the lights....Doubt it will be a long wait.
http://www.bristolticketshop.com/images/4000dvb.jpg
TV and Broadband come to your house on a Coaxial Cable with a separate wire for the telephone, once the cable meets your house, the coax is split between your TV and Cable Modem.
Interactive TV uses the internet to communicate to servers on the network, using about 1Mb upstream, so im told. Sky TV uses a phone line for there on demand service as they cant send signal back over the air! Well not with the dishes they give out anyway!
Im not sure what to say about the quality of the TV, are there some free HD Preview channels?
dustymunchkin
18-07-2009, 00:34
I was probably right the first time. Quick scout around says LCDs commonly react slowly to fast moving images. Still, set top box is 8 years old and that's a long time in technology terms. Based on the DVD experience, I reckon new scarts and a new box would improve the picture. One day...when I get the time.
This issue seems to have returned!
My internet connection has been perfectly fine since the 15th July. 23:30 today the internet has started to go choppy with breaks in ping requests. It is impossible to hold a skype conversation as the connection keeps dropping.
upstream power level has gone down by 1.25 dBmV
downstream power level has gone up by 1.27 dBmV
Since the screenshot on the 15th.
I will call the Principle Tech again tomorrow and see what he says.
The Internet connection is now completely dead and the cable modem status page does not load!
Im connected to my nabours internet connection using wireless, with there permission, there is nothing wrong with there network connection!!!!!!
They are on *.cable.ubr01.sutt.blueyonder.co.uk and im on *.cable.ubr04.sutt.blueyonder.co.uk
I have rebooted the cable modem and plugged my laptop in directly using an Ethernet cable. The status light is flashing and I can see the following message in the event log:
"DHCP FAILED - Discover sent, no offer received;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;"
Also please see the status page screen shot attached that reads: "Provisioning State: In Progress":
03:28 - Net died
03:56 - Net came back up
Seems the connection was down for around 30 mins.
There was no maintenance showing for my area on the website.
Interactive is working fine and I have attached some photos of the tech settings from the TV. I have removed some of the sensitive info.
04:04 - Net died again
04:52 - Net came back up
04:55 - Net died again
Im off to bed!
09:10 and the net came back on.
Spoke to the Principle Tech and he is putting it down to people changing settings at headend and nobody updating the status pages.
My Net is dead again (modem wont lock onto network) and the support desk say their systems are down can I call back tomorrow! :shocked:
The internet went off on Sat/Sun and it's doing the same again now. I called the help desk and they say there are no issues in the area and I need a Tech.
Its really becoming a pain, the modem refuses to lock onto the network and im told everything is fine here, with the drop cable and also the cabinet.
It seems that Headend get the blame everytime I phone the Principle Tech, he just says they must be dialing in, making changes and not letting anyone know... Then he says let me know if you have any more issues.
Im guessing it's an issue deep in the network and I appreciate that it wont be easy to find. I dont see that there is anything I can do other than keep calling the principle tech on his mobile??
We found out that the issue is related to the UBR, which has the following issues:
Forward Error Correction
SNR
Feck Errors
The Cardy is showing the UBR at 45% which indicates a complete outage from what I have been told! A Work Order have been placed to escalate the issue.
moaningmags
09-08-2009, 02:20
Forward Error Correction is FEC errors.
Saying feck during a call is more fun though :D
Ah!!! I wondered what FECK was, they made some joke about father ted but I didnt get it.
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