Forum Discussion

Pbx2021's avatar
Pbx2021
Tuning in
2 years ago

Connectivity Issues

I'm being driven mad by issues with applications, websites not loading correctly, connections timing out - does any of this look like I need an engineer? Not sure what else I can try at this point everything was fine until last week, The issues are happening on wired and wireless, the internet never fully drops out its more like small blips that just stop you dead in your tracks or cause lag spikes.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000004.942QAM 25625
21470000007.741QAM 2562
31550000007.441QAM 2563
41630000007.241QAM 2564
5171000000741QAM 2565
61790000006.841QAM 2566
71870000006.841QAM 2567
8195000000742QAM 2568
9203000000742QAM 2569
102110000006.941QAM 25610
112190000006.442QAM 25611
12227000000641QAM 25612
132350000005.942QAM 25613
142430000005.742QAM 25614
152510000005.542QAM 25615
162590000005.342QAM 25616
172670000004.841QAM 25617
182750000004.241QAM 25618
19283000000441QAM 25619
202910000004.742QAM 25620
212990000005.342QAM 25621
223070000005.442QAM 25622
233150000005.442QAM 25623
243230000005.142QAM 25624
253390000004.742QAM 25626
263470000004.442QAM 25627
273550000004.542QAM 25628
283630000004.942QAM 25629
293710000005.242QAM 25630
303790000005.142QAM 25631
313870000004.742QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4250
2Locked4100
3Locked4100
4Locked4100
5Locked4100
6Locked4100
7Locked4100
8Locked4200
9Locked4200
10Locked4100
11Locked4200
12Locked4100
13Locked4210
14Locked4210
15Locked4210
16Locked4220
17Locked4110
18Locked4120
19Locked4120
20Locked4230
21Locked4210
22Locked4220
23Locked4230
24Locked4220
25Locked4250
26Locked4230
27Locked4240
28Locked4260
29Locked4210
30Locked4230
31Locked4250

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked422.66301267600
  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    We need to see the two tables of upstream data and the network logs.

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

    • Pbx2021's avatar
      Pbx2021
      Tuning in
      2 years ago

      Hi John,

       

      Thanks for the reply.

       

      Upstream is here.

       

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      049600000425120QAM 641
      14310000041.85120QAM 642
      23660000041.35120QAM 643
      330100000415120QAM 644
      42360000040.85120QAM 645

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0000
      1ATDMA0000
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      61137.52KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      6OFDMA2207400000000
       
       
      Logs are as follows - to note, the majority restarts have been me, sans the one on 06/01 in the morning which is interestingly (or not) when these issues started happening. Been running fine for 6 months with no issues and as of this month it's gone bad, at the same time people on local Facebook groups are noting full outages, while I'm not seeing that it's just not great.
       

      Network Log

      Time Priority Description
      11-01-2024 23:21:02noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      11-01-2024 23:15:59noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      11-01-2024 21:10:35noticeREGISTRATION COMPLETE - Waiting for Operational status
      11-01-2024 21:10:31noticeUS 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;
      11-01-2024 21:10:25noticeDS 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;
      11-01-2024 21:10:18warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      11-01-2024 21:10:16noticeHonoring MDD; IP provisioning mode = IPv4
      11-01-2024 21:10:01criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      11-01-2024 21:10:00criticalCable Modem Reboot because of - HW or Power-On Reset
      11-01-2024 21:02:09criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      11-01-2024 21:02:08criticalCable Modem Reboot because of - Erouter Mode Change
      09-01-2024 12:09:28criticalCable Modem Reboot because of - HW or Power-On Reset
      09-01-2024 12:09:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-01-2024 12:00:27criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-01-2024 12:00:26criticalCable Modem Reboot because of - HW or Power-On Reset
      09-01-2024 11:52:52criticalCable Modem Reboot because of - HW or Power-On Reset
      09-01-2024 11:52:52criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-01-2024 07:56:17criticalCable Modem Reboot because of - HW or Power-On Reset
      06-01-2024 07:56:17criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

       I setup a BQM earlier today but not a whole lot data there so far.

      https://www.thinkbroadband.com/broadband/monitoring/quality/share/13bece7d8239f6f30fa680eba610307900041073 

      To note, the issues are widely being noted on my wired in house 'server' (read repurposed PC for home assistant, media etc) but I'm also seeing the issues when trying to use websites on my MacBook. It's making work difficult as order journeys on tools we use don't play nicely since this started. 

    • Pbx2021's avatar
      Pbx2021
      Tuning in
      2 years ago

      my reply disappeared. No idea what is happening.

      I setup the broadband monitor earlier today after switching out of modem mode last night to rule out my own hardware and not seeing any improvement

      https://community.virginmedia.com/t5/Networking-and-WiFi/Connectivity-Issues/td-p/5468173 

       

      Upstream channels are here -

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      049600000425120QAM 641
      14310000041.85120QAM 642
      23660000041.35120QAM 643
      330100000415120QAM 644
      42360000040.85120QAM 645

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0000
      1ATDMA0000
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      61137.52KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      6OFDMA2207400000000

       

      To note, sans the drop out on the morning of 06/01 subsequent restarts have been me getting annoyed and restarting it.

       

      Network Log

      Time Priority Description
      11-01-2024 23:21:02noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      11-01-2024 23:15:59noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      11-01-2024 21:10:35noticeREGISTRATION COMPLETE - Waiting for Operational status
      11-01-2024 21:10:31noticeUS 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;
      11-01-2024 21:10:25noticeDS 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;
      11-01-2024 21:10:18warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      11-01-2024 21:10:16noticeHonoring MDD; IP provisioning mode = IPv4
      11-01-2024 21:10:01criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      11-01-2024 21:10:00criticalCable Modem Reboot because of - HW or Power-On Reset
      11-01-2024 21:02:09criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      11-01-2024 21:02:08criticalCable Modem Reboot because of - Erouter Mode Change
      09-01-2024 12:09:28criticalCable Modem Reboot because of - HW or Power-On Reset
      09-01-2024 12:09:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-01-2024 12:00:27criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-01-2024 12:00:26criticalCable Modem Reboot because of - HW or Power-On Reset
      09-01-2024 11:52:52criticalCable Modem Reboot because of - HW or Power-On Reset
      09-01-2024 11:52:52criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-01-2024 07:56:17criticalCable Modem Reboot because of - HW or Power-On Reset
      06-01-2024 07:56:17criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-12-2023 20:13:10criticalCable Modem Reboot because of - HW or Power-On Reset
      16-12-2023 20:13:10criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 22:59:11criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 22:59:11critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 22:58:03criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 21:08:09criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 21:08:09critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 21:07:45criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 21:07:21criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 21:07:21critical16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 21:06:13criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 21:06:00critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      17-11-2023 21:06:00criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    Modem mode is better for testing your connection with BQM as it will go through a Ethernet port then be stuck in the hub.

    Your PC could do with a reinstall but try using other DNS like 1.1.1.1, 8.8.8.8, or 9.9.9.9

    • Pbx2021's avatar
      Pbx2021
      Tuning in
      2 years ago

      Was using 1.1.1.1 in modem mode. Also tried setting the MBP to 8.8.8.8 no change.

      my worry with leaving it in modem mode is I know an engineer will immediately blame it, so I want my proof without.

      due respect, it’s not a device issue. I’m noting this on a wired Linux system, wired Windows system and wired Mac system as well as wireless devices.

       

      the limited data in my BQM from this afternoon already appears to be showing the exact issue I’m experiencing, but I’m no expert so would be good to get a second opinion. https://www.thinkbroadband.com/broadband/monitoring/quality/share/13bece7d8239f6f30fa680eba610307900041073  

  • Pbx2021's avatar
    Pbx2021
    Tuning in
    2 years ago

    Bumping in the hopes that someone can let me know if all the levels look right 

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      2 years ago

      Hi there Pbx2021 

      Thank you so much for your post and welcome back to the forums, it's great to have you back.

      I am so sorry to hear that you are facing issues with your service and thank you to our community for their help and advise so far. 

      Can I ask if you are facing issues on just one device or multiple? I have run some checks on our side and cannot see any issues that could be causing this.