I'm experiencing network issues on fibre optic broadband

[Daysofstatic]

Hello,

I am experiencing an odd network issue

1. Browser pages randomly will get infinite loading bars and fail to properly load despite usually loading quickly.

2. FFXIV will have a consistent start/stop lag every 3 seconds, as if packet loss but very consistent. I can move around fine but other players while running will stop in place, then surf forward in a consistent manner.

3. Rocket league and Overwatch, however, appear to work completely fine with nothing unusual on network monitors.

4. I appear to have a lot of 3.0 downstream channel Pre RS errors

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 41 303 0
2 Locked 41 978 0
3 Locked 41 675 0
4 Locked 41 625 0
5 Locked 41 658 0
6 Locked 41 720 0
7 Locked 41 752 0
8 Locked 41 774 0
9 Locked 41 906 0
10 Locked 41 861 0
11 Locked 41 821 0
12 Locked 41 757 0
13 Locked 41 727 0
14 Locked 41 703 0
15 Locked 41 646 0
16 Locked 41 641 0
17 Locked 41 640 0
18 Locked 41 475 0
19 Locked 41 457 0
20 Locked 41 339 0
21 Locked 41 384 0
22 Locked 41 398 0
23 Locked 41 401 0
24 Locked 41 394 0
25 Locked 41 337 0
26 Locked 41 299 0
27 Locked 41 294 0
28 Locked 41 271 0
29 Locked 41 287 0
30 Locked 41 301 0
31 Locked 41 306 0

Can anyone help me please?

[Tudor]

Please post a full set up stats: 

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[Daysofstatic]

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 330000000 3.6 41 QAM 256 25
2 138000000 4.2 40 QAM 256 1
3 146000000 4.2 41 QAM 256 2
4 154000000 4.2 41 QAM 256 3
5 162000000 4.1 41 QAM 256 4
6 170000000 4.1 41 QAM 256 5
7 178000000 4.1 41 QAM 256 6
8 186000000 4.2 41 QAM 256 7
9 194000000 4.4 41 QAM 256 8
10 202000000 4.3 41 QAM 256 9
11 210000000 4.5 41 QAM 256 10
12 218000000 4.4 41 QAM 256 11
13 226000000 4.3 41 QAM 256 12
14 234000000 4.4 41 QAM 256 13
15 242000000 4.3 41 QAM 256 14
16 250000000 4.1 41 QAM 256 15
17 258000000 3.9 41 QAM 256 16
18 266000000 3.8 41 QAM 256 17
19 274000000 3.8 41 QAM 256 18
20 282000000 4 41 QAM 256 19
21 290000000 4.1 41 QAM 256 20
22 298000000 4 41 QAM 256 21
23 306000000 3.9 41 QAM 256 22
24 314000000 3.8 41 QAM 256 23
25 322000000 3.6 41 QAM 256 24
26 338000000 3.5 41 QAM 256 26
27 346000000 3.5 41 QAM 256 27
28 354000000 3.4 41 QAM 256 28
29 362000000 3.4 41 QAM 256 29
30 370000000 3.3 41 QAM 256 30
31 378000000 3.4 41 QAM 256 31
3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 41 575 0
2 Locked 40 1880 0
3 Locked 41 1268 0
4 Locked 41 1211 0
5 Locked 41 1171 0
6 Locked 41 1291 0
7 Locked 41 1386 0
8 Locked 41 1366 0
9 Locked 41 1702 0
10 Locked 41 1663 0
11 Locked 41 1574 0
12 Locked 41 1427 0
13 Locked 41 1392 0
14 Locked 41 1291 0
15 Locked 41 1215 0
16 Locked 41 1191 0
17 Locked 41 1213 0
18 Locked 41 892 0
19 Locked 41 812 0
20 Locked 41 651 0
21 Locked 41 749 0
22 Locked 41 762 0
23 Locked 41 778 0
24 Locked 41 728 0
25 Locked 41 657 0
26 Locked 41 578 0
27 Locked 41 564 0
28 Locked 41 527 0
29 Locked 41 551 0
30 Locked 41 576 0
31 Locked 41 577 0
3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
39 92 4K 1800 QAM 4096 1128
3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
39 Locked 42 2.4 329399874 0

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 50.5 5120 QAM 64 1
1 43100000 50.3 5120 QAM 64 2
2 36600000 50 5120 QAM 64 3
3 30100000 49.8 5120 QAM 64 4
4 23600000 49.3 5120 QAM 64 5
3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0 ATDMA 0 0 0 0
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.4 46.0 2K QAM 256
3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 208 74000000 0 0

Network Log

Time Priority Description
17-02-2024 22:16:45 notice GUI Login Status - Login Success from LAN interface
17-02-2024 11:26:25 notice REGISTRATION COMPLETE - Waiting for Operational status
17-02-2024 11:26:21 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-02-2024 11:26:15 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-02-2024 11:26:08 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-02-2024 11:26:06 notice Honoring MDD; IP provisioning mode = IPv4
17-02-2024 11:25:53 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-02-2024 11:25:52 critical Cable Modem Reboot because of - HW or Power-On Reset
13-02-2024 01:23:25 critical SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 01:23:11 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-02-2024 01:23:10 critical Cable Modem Reboot because of - Software_Upgrade
13-02-2024 01:19:35 alert SW download Successful - Via NMS
13-02-2024 01:16:39 alert SW Download INIT - Via NMS
25-01-2024 05:38:12 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-01-2024 03:16:10 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 12:56:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 12:56:10 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 12:56:07 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 12:36:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 11:42:46 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 11:42:46 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 11:42:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 11:42:46 critical 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 11:42:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 11:42:41 critical 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 11:42:41 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 11:41:33 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 11:40:50 critical No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 11:40:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 04:14:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 04:14:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 01:29:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-12-2023 01:29:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

thankyou i recently restarted my router and check all the connections to the outside box. The cable does look as if it could be crimped in some areas but im not sure (the cable is bent at nearly 90degrees angle around some corners)

[Cardiffman282]

The upstream power levels look high to me and I would call them in as a fault on 0345 454 1111/ 150.

[legacy1]

Use hub in modem mode get a better router with 1Gb ports

[carl_pearce]

Technically you aren't on 'fibre optic broadband', you are using VM's HFC (Hybrid fibre coax) network at a minimum where you have a coax connection from the local cabinet, maybe RFoG (radio frequency over glass), where fibre connection terminates at the wall box on the outside of your home, which is then converted to coax, or, more recently, the fibre is converted to coax on the inside of your home.

But still, there is a reliance on power levels and 'noise' on your line which can disrupt your connection.

In this case the HUB stats don't look too bad, DOCSIS 3.0 upstream power levels are a touch high.

It's the T3 time-out errors that indicate an problem, maybe check for local issues (select 'still having issues' if nothing comes back).

https://www.virginmedia.com/support/help/service-status/

[Daysofstatic]

hello thankyou for the clarification, i'm not sure which step specifically fixed my issue, but i swapped my hub to modem mode and performed a factory reset, it seems to have resolved the issue.