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cazian
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Internet dropouts, lagging in games - high pre and post RS error levels

I'm having some problems with our 70MBit broadband service at the moment. Speedtest results are good most of the time, but the problems seem to be with intermittent dropouts of the internet and occasional resets. I also had a dropout of the 5GHz wifi today - the 5GHz light on the Superhub 2ac was not illuminated and the signal was gone and I had to do a reboot to get it back.

Here is the network log - there were repeated T3 and T4 timeouts before the router appeared to reset itself between 1211 and 1213 today whilst I was out. The reconnection at 1252 is when I manually rebooted the router, to get the 5GHz wifi working again.

First TimeLast TimePriorityError NumberDescription
07/03/2017 12:53:41 GMT07/03/2017 12:53:41 GMTError (4)68010302DHCP WAN IP - 
07/03/2017 12:52:43 GMT07/03/2017 12:52:43 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
07/03/2017 12:15:00 GMT07/03/2017 12:15:00 GMTError (4)68010302DHCP WAN IP - 
07/03/2017 12:13:58 GMT07/03/2017 12:13:58 GMTError (4)68000407TOD established
07/03/2017 12:13:41 GMT07/03/2017 12:13:41 GMTNotice (6)84000510Downstream Locked Successfully
07/03/2017 12:13:35 GMT07/03/2017 12:13:35 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/03/2017 12:13:34 GMT07/03/2017 12:13:34 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/03/2017 12:13:34 GMT07/03/2017 12:13:34 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/03/2017 12:13:24 GMT07/03/2017 12:13:24 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
07/03/2017 12:11:34 GMT07/03/2017 12:11:34 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/03/2017 12:11:34 GMT07/03/2017 12:11:34 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/03/2017 12:11:34 GMT07/03/2017 12:11:34 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/03/2017 12:11:33 GMT07/03/2017 12:11:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/03/2017 12:11:33 GMT07/03/2017 12:11:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/03/2017 12:11:33 GMT07/03/2017 12:11:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/03/2017 12:11:32 GMT07/03/2017 12:11:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/03/2017 12:11:32 GMT07/03/2017 12:11:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/03/2017 12:11:32 GMT07/03/2017 12:11:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/03/2017 12:11:31 GMT07/03/2017 12:11:31 GMTCritical (3)82000200No Ranging Response received - T3 time-out

 

Here is the downstream log. I reset the counters for RS errors after the last reboot, but a large amount of errors have appeared within the space of an hour since I rebooted for "DS-1".:

  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)435000000411000000419000000427000000443000000451000000459000000467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID41235678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-2.04-2.05-2.24-2.14-2.48-2.66-2.76-2.65
RxMER (dB)39.4039.4038.9838.6139.4039.8538.6139.40
Pre RS Errors10362437201012865
Post RS Errors1034880000000

 

This is the upstream since rebooting around 1252 today:

  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID4321
Frequency (Hz)25800000326000003940000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation16QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size4444
Power Level (dBmV)43.7543.7543.7545.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Here's the Broadband Quality Monitor graph for the past 24 hours. The rise in latency between around 1600 and 0000 seems to be a widespread problem, according to another thread I have read on the forum, but of concern is the huge packet loss that occurred around 8am and then between 11am and noon. 

 

 

1.png

I'm a bit of a novice at interpreting all these figures, but can anyone work out what's going on?

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cazian
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Re: Internet dropouts, lagging in games - high pre and post RS error levels

Just a quick update to my original posts, the pre and post R S errors are now up in the millions on DS-1 in less than 23 hours: 

Pre RS Errors Reset Counter   1831689   2051   1667   913   754   858   1034   858
Post RS Errors Reset Counter   1797076   38   130   56   14   41   68   47

 

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Re: Internet dropouts, lagging in games - high pre and post RS error levels

Hey cazian,

Thanks for posting Smiley Happy

Sorry to hear about the problems with your connection. I've checked your Superhub today and I don't see anything standing out in error right now. Power and SNR levels are normal and there's been no time-outs since your last reboot. You've mentioned that your wireless connection is dropping, does your Ethernet connection drop too?

Please get back in touch with us soon,

Take care.

Heather_J

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cazian
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Re: Internet dropouts, lagging in games - high pre and post RS error levels

Thanks for your reply, Heather. Yes, the ethernet connection can drop out, too, though I think it only drops momentarily. I notice this when listening to internet radio streams, which occasionally drop, then reconnect.

You say there have been no time outs since my last reboot. True, but my last reboot was only this morning, 13/03/2017, when I was forced to reboot, as there was no connectivity over either ethernet or wi-fi to the internet when I woke up this morning. I have posted the most recent network log before and you will notice that there was a "T3 no ranging response received" error this morning, prior to discovering the problem. The reboot of the router sorted the internet connectivity issue. There have been a number of these T3 errors over the last week.

First TimeLast TimePriorityError NumberDescription
13/03/2017 07:57:38 GMT13/03/2017 07:57:38 GMTError (4)68010302DHCP WAN IP - x.x.x.x
13/03/2017 07:56:39 GMT13/03/2017 07:56:39 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
13/03/2017 07:54:32 GMT13/03/2017 07:54:32 GMTWarning (5)66050310Auth Success - Web login successful.
13/03/2017 06:49:08 GMT13/03/2017 06:49:08 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/03/2017 20:51:44 GMT12/03/2017 20:51:44 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/03/2017 23:11:37 GMT11/03/2017 23:11:37 GMTError (4)68010302DHCP WAN IP - x.x.x.x
11/03/2017 23:10:37 GMT11/03/2017 23:10:37 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
11/03/2017 11:03:43 GMT11/03/2017 11:03:43 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/03/2017 14:58:38 GMT10/03/2017 14:58:38 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/03/2017 14:54:38 GMT10/03/2017 14:54:38 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/03/2017 06:16:27 GMT10/03/2017 06:16:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/03/2017 04:35:37 GMT10/03/2017 04:35:37 GMTCritical (3)82000200No Ranging Response received - T3 time-out
10/03/2017 04:33:37 GMT10/03/2017 04:33:37 GMTCritical (3)82000200No Ranging Response received - T3 time-out
09/03/2017 18:32:35 GMT09/03/2017 18:32:35 GMTCritical (3)82000200No Ranging Response received - T3 time-out
09/03/2017 08:08:09 GMT09/03/2017 08:08:09 GMTWarning (5)66050310Auth Success - Web login successful.
09/03/2017 08:00:00 GMT09/03/2017 08:00:00 GMTError (4)68010302DHCP WAN IP - x.x.x.x
09/03/2017 07:59:04 GMT09/03/2017 07:59:04 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully

 

Here is the BQM graph for the past 24 hours, upto 1845 on 13/03/2017. Note the very large packet loss at 8am and a few spikes of high latency.

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Forum Team (Retired) Adam_L
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Re: Internet dropouts, lagging in games - high pre and post RS error levels

Hi cazian,

Thanks for keeping us in the loop with regards to your issues, I apologise that things are still persisting for you.

I have tested things from here and I noticed that your area cable seems to be suffering some load issues, especially during peak hours.

We're planning to undertake some upgrades to parts of our external network in order to combat this. The upgrades will be to improve bandwidth and performance during the peak times, the reference number for this is F004885555 and is currently scheduled to be reviewed around the end of March.

Thanks for your patience with regards to this matter, I will need to pass this onto another team to take a look at this for you. I will need to clear security with you before I can do so as our process demands.

I will send you a PM (purple envelope at the top) detailing what's required in order to proceed. Please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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