Forum Discussion

grunkp's avatar
grunkp
Dialled in
5 months ago

Hub 5 High Download Errors

Just noticed that most of the Downstream Channels have a high number of Pre RS Errors a few downstream channels also have high Post RS Errors.

The downstream corrected errors and the uncorrected errors are in the 100's of millions and increasing.

The Hub5 LOg shows frequent CMS Notices

CM-STATUS message sent. Event Type Code: -  toggling between 24 and 16.

The Upstream Channels show zero errors

Modem was rebooted some 8hrs ago.

Hub 5 also refuses to go into Modem Mode !

Is the HUB 5 on the way out or is there an issue at the street cab ?

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1586000000134QAM 25629
23620000002.135QAM 2561
33700000002.237QAM 2562
43780000002.437QAM 2563
53860000002.236QAM 2564
63940000001.931QAM 2565
74020000001.935QAM 2566
84100000001.634QAM 2567
94180000001.431QAM 2568
104260000001.129QAM 2569
114340000000.931QAM 25610
124420000001.131QAM 25611
134500000001.333QAM 25612
144580000001.132QAM 25613
154660000001.532QAM 25614
165460000000.734QAM 25624
175540000000.832QAM 25625
185620000000.936QAM 25626
195700000000.736QAM 25627
205780000000.735QAM 25628
216020000000.932QAM 25631
226100000000.638QAM 25632
236180000000.138QAM 25633
246260000000.438QAM 25634
256340000000.434QAM 25635
266580000000.328QAM 25636
276660000000.234QAM 25637
286740000000.334QAM 25638
29682000000030QAM 25639
306900000000.532QAM 25640

 

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked343398060
2Locked352078
3Locked37630
4Locked37771
5Locked36320
6Locked31139444925117662
7Locked354482
8Locked3471810
9Locked3188154901
10Locked292140829889
11Locked31754181413479
12Locked3118665532518285537
13Locked3353044760
14Locked3224951610
15Locked328380830
16Locked341553180
17Locked3219716760
18Locked36730
19Locked361420
20Locked3519970
21Locked3272511070
22Locked3850
23Locked38130
24Locked38210
25Locked3442670
26Locked28706277852104257
27Locked34612640
28Locked343444760
29Locked301563616653566
30Locked3241667493383130

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
41944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
41Locked34-1.6196932617192767441
  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    The Post RS errors are a network issue that VM need to fix - it may be affecting more that just you.

    Try both methods below to see if a fault is reported in your street :

    Call 0800 561 0061 – this is an automated number.
    https://www.virginmedia.com/help/check/status/identification/identify


    When you say will not go into Modem mode, what happens ? ( a screen shot perhaps if there is an error message )

    • grunkp's avatar
      grunkp
      Dialled in
      5 months ago

      No Broadband errors reported via Virgin Status. - just something about Sky+ and football !!

      Re Modem Mode . I tick the Modem Mode box, save and reboot.. Hub 5 returns in Router Mode (white light) and no reported error. I'll give it another go in the morning as hub as been rebooted several times since last trying.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    5 months ago

    Check that all coax connectors are properly fitted and there is no damage to the cables. 

  • grunkp's avatar
    grunkp
    Dialled in
    5 months ago

    OK, Once more I've tried setting modem mode. When hitting save , the spinning star appears, but the modem does

    not reset or reboot and no changes are made. Is a hub pinhole reset now called for ?

     

  • Tudor's avatar
    Tudor
    Very Insightful Person
    5 months ago

    SNR far too low on a lot of channels. Because of the random spread of errors I don’t think it’s noise ingress, but more likely a faulty hub or just possibly a cable/street box problem, I would choose the former. It would also be nice to see the upstream figures, they are just as important.

  • grunkp's avatar
    grunkp
    Dialled in
    5 months ago

    Thanks Tudor. I'll give the hub a pinhole reset tomorrow and see if that helps.

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000050.35120QAM 645
    14310000048.85120QAM 646
    236600000455120QAM 647
    330100000475120QAM 648
    423600000495120QAM 6410

    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
    1310.443.52KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
         
    13OFDMA208740000000
    • Tudor's avatar
      Tudor
      Very Insightful Person
      5 months ago

      You have high power levels for upstream and low power levels for downstream. This is indicative of one of these, a long way from cabinet or bad cable to cabinet. The first could possible be helped by a move to a different tap on the street cabinet, the second a cable re pull possible with a higher grade coax. In either case you need a technicians visit to rectify. Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

  • grunkp's avatar
    grunkp
    Dialled in
    5 months ago

    Cable is from the Comtel days ! I'll call CS in the morning. Thank you.

    Hub 5 just mysteriously reboot and came up in ROUTER mode !!

    Still lots of PRE RS Errors, but less POST RS

    The Corrected and uncorrected errors remain hi.

     

    Network Log

    31-10-2024 22:00:12noticeGUI Login Status - Login Success from LAN interface
    31-10-2024 21:53:04noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:52:42noticeREGISTRATION COMPLETE - Waiting for Operational status
    31-10-2024 21:52:38warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:52:37noticeUS profile assignment change. US Chan ID: 13; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:52:37warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:52:32noticeDS 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;
    31-10-2024 21:52:28noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:52:26warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:52:23noticeHonoring MDD; IP provisioning mode = IPv4
    31-10-2024 21:52:13criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:52:13criticalCable Modem Reboot because of - Reboot Timezone Change
    31-10-2024 21:49:46criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:27criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:14criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:11criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:04criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:04criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:04criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:49:04criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:48:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:48:59criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:48:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:48:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:48:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:48:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:48:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-10-2024 21:48:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    • Tudor's avatar
      Tudor
      Very Insightful Person
      5 months ago

      Don’t like this message "Cable Modem Reboot because of - Reboot Timezone Change" tends to imply a hub fault, especially as it’s rebooted. Just have to see what the technician says.

  • grunkp's avatar
    grunkp
    Dialled in
    5 months ago

    Yes I though that message rather odd. The timestamps in the logs are still showing BST !

    Every downstream channel now has PRE and POST errors.

    My gut feeling is that its the Hub, but I'm no expert on this sort of technology.

     

     

  • grunkp's avatar
    grunkp
    Dialled in
    5 months ago

    I managed to get around to checking the cable joints and found two that were just finger tight. I locked both down with a spanner - they must come loose with cable movement.

    The Downstream PRE and POST errors dropped like a stone and the CM-STATUS messages stopped. The Hub rebooted normally back into Router mode when instructed to do so.

    After 3 hours of uptime I've noticed the odd Downstream PRE error but no POST errors and no CM-STATUS msgs.

    However the Downstream Correctable errors remains very high but the Uncorrectable errors are zero. From previous posts that may indicate that the hub requires replacing.

    Here are the latest hub stats.

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    15860000001.240QAM 25629
    23620000002.540QAM 2561
    33700000002.440QAM 2562
    43780000002.440QAM 2563
    53860000002.240QAM 2564
    63940000002.140QAM 2565
    74020000002.340QAM 2566
    84100000001.940QAM 2567
    94180000001.640QAM 2568
    104260000001.540QAM 2569
    114340000001.339QAM 25610
    124420000001.540QAM 25611
    134500000001.740QAM 25612
    144580000001.440QAM 25613
    154660000001.340QAM 25614
    164740000001.340QAM 25615
    174820000001.440QAM 25616
    184900000001.740QAM 25617
    195700000000.940QAM 25627
    205780000001.140QAM 25628
    215940000000.740QAM 25630
    226020000000.740QAM 25631
    236100000000.840QAM 25632
    246180000000.540QAM 25633
    256260000000.640QAM 25634
    266340000000.340QAM 25635
    276580000000.240QAM 25636
    286660000000.140QAM 25637
    296740000000.140QAM 25638
    306820000000.340QAM 25639
    316900000000.840QAM 25640

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4010
    2Locked4000
    3Locked4000
    4Locked4000
    5Locked4000
    6Locked4000
    7Locked4000
    8Locked4000
    9Locked4000
    10Locked4000
    11Locked3900
    12Locked4000
    13Locked4000
    14Locked4000
    15Locked4000
    16Locked4010
    17Locked4000
    18Locked4000
    19Locked4000
    20Locked4000
    21Locked4000
    22Locked4010
    23Locked4010
    24Locked4010
    25Locked4000
    26Locked4010
    27Locked4010
    28Locked4000
    29Locked4000
    30Locked4010
    31Locked4020

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    41944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    41Locked40-1.71028937120

     

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    049600000415120QAM 645
    14310000040.55120QAM 646
    23660000040.35120QAM 647
    33010000040.35120QAM 648
    42360000039.85120QAM 6410

    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
    1310.436.22KQAM 256
     
               
          

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    13OFDMA2087400000000

     

    • Tudor's avatar
      Tudor
      Very Insightful Person
      5 months ago

      Those figures are very good. The correctable are always higher for me too. Only thing I can see is that the  downstream power levels are a bit low, but in spec. Do you have a forward path attenuator on the back of your hub or a splitter for a TV box?

      • grunkp's avatar
        grunkp
        Dialled in
        5 months ago

        There is a terminator/joint block on the incoming coax, but the 2nd outlet is capped. We have 3 coax coming off the outside brown box but only one is in use for the Hub, the other two have terminator blocks attached.

        Appreciate your advice

        J

         

  • grunkp's avatar
    grunkp
    Dialled in
    5 months ago

    The label on it says Vocom VQ330 Isolator, and no dBm values marked, so I'm guessing that it is nothing more than

    just an isolator and is not attenuating the signal.

    • grunkp's avatar
      grunkp
      Dialled in
      5 months ago

      Hmmmm, to get access to the isolator involved moving it and the associated cables. Suddenly i noticed a whole lot of Pre and Post RS errors etc - sounds like a bad connection or cable end.

  • grunkp's avatar
    grunkp
    Dialled in
    5 months ago

    Well,Well. What is this!!

    Powered the Hub down and unscrewed the two cables attached to the isolator. The incoming cable and and the corresponding socket on the isolator were covered in a gluey clear substance, (Reminds me of electrical water sealing gel). I've attempted to clean it off with Abs Alcohol, not easy, and brightened up the copper centre. Removed the Isolator and used a straight connector to join the cables. Powered the Hub up and no errors as such.

    I guess a call to CS is now in order to arrange an engineer visit to check that its not an incoming cable issue (maybe redo the connector) and to put a new isolator in place.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      5 months ago

      Hey grunkp, thank you for reaching out today and I am so sorry to hear about your connection issues.

      I've taken a look from our side everything looks great, no issues at all.

      Levels are great.

      How has it been over the weekend?

      Also is the isolator place damaged? 

      • grunkp's avatar
        grunkp
        Dialled in
        5 months ago

        Hi Matt

        After 2 days of uptime there are some 20-30 Pre RS errors on some of the hi numbered downstream channels (those with the lowest power levels) - see stats below. Apart from that the Hub appears to be behaving and download speeds are good as are the BQM graphs

        I could do with a new isolator though and a new cable F connector on the incoming cable as its proving virtually impossible to remove the 'gunge' completely from the Vocom VQ330 and the F connector. Abs Alcohol wont budge it. I also suspect that the gunge is maybe now acting as a leakage path of sorts !

        Jeff

        3.0 Downstream channels

        Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
        13620000002.940QAM 2561
        23700000002.740QAM 2562
        33780000002.740QAM 2563
        43860000002.540QAM 2564
        53940000002.540QAM 2565
        64020000002.740QAM 2566
        74100000002.340QAM 2567
        84180000001.940QAM 2568
        94260000001.940QAM 2569
        104340000001.740QAM 25610
        114420000001.940QAM 25611
        124500000002.140QAM 25612
        134580000001.740QAM 25613
        144660000001.740QAM 25614
        154740000001.740QAM 25615
        164820000001.840QAM 25616
        174900000002.140QAM 25617
        18498000000240QAM 25618
        195060000001.640QAM 25619
        205140000001.640QAM 25620
        215220000001.540QAM 25621
        225300000001.540QAM 25622
        236100000001.340QAM 25632
        246180000000.940QAM 25633
        256260000001.140QAM 25634
        266340000000.940QAM 25635
        276580000000.140QAM 25636
        286660000000.340QAM 25637
        296740000000.740QAM 25638
        306820000000.340QAM 25639
        316900000000.340QAM 25640

        3.0 Downstream channels

        Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
        1Locked4000
        2Locked4000
        3Locked4000
        4Locked4000
        5Locked4000
        6Locked4000
        7Locked4000
        8Locked4030
        9Locked4020
        10Locked4020
        11Locked4010
        12Locked4010
        13Locked4020
        14Locked4030
        15Locked4050
        16Locked4050
        17Locked4020
        18Locked4020
        19Locked4050
        20Locked4030
        21Locked4040
        22Locked4040
        23Locked40100
        24Locked4070
        25Locked4040
        26Locked40130
        27Locked40200
        28Locked40110
        29Locked40150
        30Locked40220
        31Locked40330

        3.1 Downstream channels

        Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
        41944K1840QAM 40961108

        3.1 Downstream channels

        Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
        41Locked40-1.723670855050

        3.0 Upstream channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        049600000415120QAM 645
        14310000040.55120QAM 646
        23660000040.35120QAM 647
        33010000040.35120QAM 648
        42360000039.85120QAM 6410

        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
        1310.436.22KQAM 256

        3.1 Upstream channels

        Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
        13OFDMA208740000000

        0