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bammers81's avatar
bammers81
On our wavelength
9 months ago

Internet freezes/lags and hub loses connection

Hi everyone, hoping someone maybe able to help or can give some tips. 

I have a hub 3.0 in modem only mode with an ASUS router for my home network - has generally worked well for the last couple of years but over the last month or so have been suffering from freezes during Teams calls and occasionally a complete drop with the hub phone light blinking red and the hub requiring a reboot to restore a connection (local network through the ASUS router remains fine)

I have setup BQM and copied logs from the virgin hub/modem which are both shown below.
It appears to show lots of errors but not sure if these are 'normal' or whether there is anything I need to do / should be worried about?

Thanks in advance for any help

 

TimePriorityDescription
01/10/2024 15:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

bqm
Disconnects
Drops
lag
latency

29 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 months ago

    There is the problem, the PostRS errors on a good circuit should be zero.  Looks like noise ingress on the circuit, or a fault in the cabinet.  All you can do is check all the connections are at least "finger" tight from the outside to the Hub. It will take a VM tech to sort that problem out.

    BTW, PostRS errors are data packets that need to be re-transmitted due to corruption, so not a good thing !

    • bammers81's avatar
      bammers81
      On our wavelength
      9 months ago

      Thank you - have checked and rechecked all the connections, nothing loose or looking out of place, none of it has been disturbed or touched for sometime as far as I know. Will try and get VM to come out, spent most of the day yesterday and today trying to sort it out on their chat function which was painful 😴

  • bammers81's avatar
    bammers81
    On our wavelength
    9 months ago

     

    ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
    11387500001.237256 qam1
    21467500000.937256 qam2
    31547500000.937256 qam3
    41627500000.737256 qam4
    5170750000137256 qam5
    61787500000.936256 qam6
    7250750000-0.535256 qam15
    8258750000-0.735256 qam16
    9266750000-136256 qam17
    10274750000-1.236256 qam18
    11282750000-1.536256 qam19
    12290750000-1.936256 qam20
    13298750000-236256 qam21
    14306750000-236256 qam22
    15314750000-1.935256 qam23
    16322750000-1.735256 qam24
    17330750000-1.737256 qam25
    18338750000-1.737256 qam26
    19346750000-1.737256 qam27
    20354750000-1.737256 qam28
    21362750000-1.537256 qam29
    22370750000-1.737256 qam30
    23378750000-1.737256 qam31
    24386750000-1.737256 qam32

     

    ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
    1Locked37.3135793983565
    2Locked37.61305001007993
    3Locked37.61318741010608
    4Locked37.31399621001622
    5Locked37.3144193995474
    6Locked36.3165210979362
    7Locked35.7222936973393
    8Locked35.7211810976816
    9Locked36.3204591983240
    10Locked36.6191951989534
    11Locked36.6195468986122
    12Locked36.3203749984272
    13Locked36.3220184972145
    14Locked36.3194945986624
    15Locked35.7225582975354
    16Locked35.7239312978631
    17Locked37.3173006981545
    18Locked37.3178104963168
    19Locked37.3175088960027
    20Locked37.3179246963772
    21Locked37.3180973956864
    22Locked37.3183227960264
    23Locked37.3196283952050
    24Locked37.3189429955225
  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 months ago

    Terrible BQM !!  You need to post your power levels and Pre and PostRS errors.

    It could also be a SNR fault in the area? Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

    • bammers81's avatar
      bammers81
      On our wavelength
      9 months ago

      Thanks Adduxi - nothing on the area faults helpline. Have added power levels and errors report as reply to my original post