Glasgow South/Renfrew/Paisley

myworlduk · 01-09-2009, 20:16

Hi

I'm nearly bald with talking to VM Tech Support who claim to be able to see my modem and I'm very near the end of my tether with them - ok rant over !

We upgraded to 50mb a couple months ago and it all went smoothly, new modem, router and download speeds were in the region of 6mb/s - which is great I know.

Lately tho the connection seems to be dropping and I've been forced to swap out the router as it appeared to lose it's connection to the modem - reporting no modem detected.

New netgear router is doing the same, however some close inspection in the logs of the modem would lead me to think it's the modem that's on the fritz !

Anyone able to confirm my suspicions upon reading the log below, all help gratefuly received.

Thanks

First Time Last Time Priority Description
Sat Aug 15 03:37:03 2009 Sat Aug 15 03:37:03 2009 Critical (3) No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Sat Aug 15 10:18:42 2009 Sat Aug 15 10:24:48 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;
Sat Aug 15 10:32:52 2009 Sat Aug 15 10:32:52 2009 Critical (3) No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Sat Aug 15 14:21:44 2009 Sun Aug 16 16:31:17 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;
Sun Aug 16 17:59:15 2009 Sun Aug 16 17:59:15 2009 Critical (3) No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
Tue Aug 18 20:55:52 2009 Tue Aug 18 20:55:52 2009 Warning (5) TEK Invalid - Invalid Key Sequence Number;;CM-QOS=1.1;CM-VER=3.0;
Wed Aug 19 13:29:22 2009 Wed Aug 19 13:29:22 2009 Notice (6) DHCP Renew - lease parameters tftp file-I5791220b29f24177.cm modifie;;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 21 07:03:23 2009 Fri Aug 21 07:03:23 2009 Critical (3) No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
Sun Aug 23 01:29:27 2009 Sun Aug 23 01:29:27 2009 Notice (6) DHCP Renew - lease parameters tftp file-L53678e590b6ec63d.cm modifie;;CM-QOS=1.1;CM-VER=3.0;
Sun Aug 23 08:14:15 2009 Sun Aug 23 08:14:44 2009 Critical (3) No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
Sun Aug 23 08:14:46 2009 Sun Aug 23 08:14:46 2009 Critical (3) Ranging Request Retries exausted;;CM-QOS=1.1;CM-VER=3.0;
Sun Aug 23 08:14:46 2009 Sun Aug 23 08:14:46 2009 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;;CM-QOS=1.1;CM-VER=3.0;
Tue Aug 25 11:49:45 2009 Wed Aug 26 10:39:52 2009 Critical (3) No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;
Sun Aug 30 13:43:05 2009 Sun Aug 30 13:43:05 2009 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-QOS=1.1;CM-VER=3.0;
Sun Aug 30 13:43:05 2009 Sun Aug 30 13:43:05 2009 Warning (5) Auth Invalid - Unauthorized CM;CM-QOS=1.1;CM-VER=3.0;
Sun Aug 30 13:43:05 2009 Sun Aug 30 13:43:05 2009 Warning (5) Auth Reject - Unauthorized CM;;CM-QOS=1.1;CM-VER=3.0;
Sun Aug 30 14:46:43 2009 Sun Aug 30 14:48:32 2009 Warning (5) TEK Invalid - Invalid Key Sequence Number;;CM-QOS=1.1;CM-VER=3.0;
Sun Aug 30 18:02:58 2009 Mon Aug 31 17:02:46 2009 Critical (3) No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;

---------- Post added at 19:16 ---------- Previous post was at 19:12 ----------

Downstream reports:
Frequency 299000000 307000000 315000000 323000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 83 84 85 86
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) 12.11 11.67 11.60 11.55
RxMER
(dB) 37.94 38.26 38.26 38.61
Correctable
Codewords 58 34 43 24
Uncorrectable
Codewords 279 919 271 950

---------- Post added at 19:16 ---------- Previous post was at 19:16 ----------

Upstream reports:

Channel Type 1.0 N/A N/A N/A
Channel ID 2 N/A N/A N/A
Frequency
(Hz) 47400000 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) 47.25 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 5 0 0 0
T4 Timeouts 0 0 0 0

Admin edit (Chris): MAC address removed from log

**Chris** · 01-09-2009, 20:49

I have removed your cable modem's MAC address from this post. It's not a good idea to put it up in public ... please strip it out if you need to post any more logs.

Peter_ · 01-09-2009, 20:49

Quote:

Originally Posted by myworlduk

Downstream Power Level
(dBmV) 12.11 11.67 11.60 11.55
RxMER
(dB) 37.94 38.26 38.26 38.61

Upstream
Power Level
(dBmV) 47.25

you need a engineer to adjust the Downstream power levels in red above as that is to high and will cause issues.

Call tomorrow after 0800 to get the UK 50Mb team and do not take no for an answer, ask to speak to a manager if necessary.

50Mb support line number.

0800 052 0431

Do not post the logs as they are unimportant compared to the power levels.

myworlduk · 01-09-2009, 21:09

Thanks for info much appreciated.

---------- Post added at 21:09 ---------- Previous post was at 21:09 ----------

Quote:

Originally Posted by Chris

I have removed your cable modem's MAC address from this post. It's not a good idea to put it up in public ... please strip it out if you need to post any more logs.

Good point - I must have still been standing on my soap box.