Forum Discussion

Rendering3780's avatar
Rendering3780
Joining in
4 months ago

Need Help with Noisy Line

I've been trying to get in touch with Virgin Media, but their automated bot keeps kicking me off the phone lines. I'm experiencing a noisy line (SNR issue), high latency, and packet loss. I've attached my Network log screenshots and BQM graphs for reference.

Has anyone else encountered this problem? Any advice on how to resolve it or get through to their support?

Thanks!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8e65f616ab17f653855f81d9553f5de32d6e3c43 

Time Priority Description

30-10-2024 19:50:10noticeGUI Login Status - Login Success from LAN interface
30-10-2024 18:28:43noticeUS 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;
30-10-2024 18:23:39noticeUS 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;
30-10-2024 18:20:54noticeUS 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;
30-10-2024 18:15:51noticeUS 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;
30-10-2024 18:14:06noticeUS 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;
30-10-2024 18:09:03noticeUS 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;
30-10-2024 18:06:10noticeUS 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;
30-10-2024 18:01:07noticeUS 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;
30-10-2024 17:56:50noticeUS 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;
30-10-2024 17:55:14noticeGUI Login Status - Login Success from LAN interface
30-10-2024 17:51:47noticeUS 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;
30-10-2024 17:24:38noticeUS 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;
30-10-2024 17:19:35noticeUS 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;
30-10-2024 17:18:25noticeUS 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;
30-10-2024 17:13:22noticeUS 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;
30-10-2024 16:58:17noticeUS 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;
30-10-2024 15:54:28noticeUS 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;
30-10-2024 15:47:06noticeUS 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;
30-10-2024 15:42:03noticeUS 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;
30-10-2024 15:24:42noticeUS 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;
30-10-2024 15:19:39noticeUS 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;
30-10-2024 00:17:32noticeGUI Login Status - Login Success from LAN interface
30-10-2024 00:05:23noticeREGISTRATION COMPLETE - Waiting for Operational status
30-10-2024 00:05:19noticeUS 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;
30-10-2024 00:05:13noticeDS 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;
30-10-2024 00:05:12noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 00:05:05warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-10-2024 00:05:03noticeHonoring MDD; IP provisioning mode = IPv4
30-10-2024 00:04:42criticalCable Modem Reboot because of - Reboot UI
30-10-2024 00:04:42criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-10-2024 23:07:58criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-10-2024 23:07:57criticalCable Modem Reboot because of - Reboot UI
09-10-2024 23:30:16critical16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-10-2024 23:30:16criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • Tudor's avatar
    Tudor
    Very Insightful Person

    We need a full set of stats from the hub. Most of those are non critical and can be ignored. By the way, you do not need to logon to the hub to get stats.

    • Rendering3780's avatar
      Rendering3780
      Joining in

      Cable Modem Status

      Item

      Status

      Type

      Cable Modem Status

      Online

      DOCSIS 3.0

      Primary downstream channel

      Locked

      SC-QAM

      Channel Overview

      Downstream

      Upstream

      DOCSIS 3.0 channels

      31

      5

      DOCSIS 3.1 channels

      1

      1

       

      3.0 Downstream channels

      Channel

      Frequency (Hz)

      Power (dBmV)

      SNR (dB)

      Modulation

      Channel ID

      1

      331000000

      0.1

      40

      QAM 256

      25

      2

      139000000

      3.9

      41

      QAM 256

      1

      3

      147000000

      4

      41

      QAM 256

      2

      4

      155000000

      3.3

      41

      QAM 256

      3

      5

      163000000

      3.3

      41

      QAM 256

      4

      6

      171000000

      2.5

      41

      QAM 256

      5

      7

      179000000

      2

      41

      QAM 256

      6

      8

      187000000

      2

      40

      QAM 256

      7

      9

      195000000

      3.3

      41

      QAM 256

      8

      10

      203000000

      3

      41

      QAM 256

      9

      11

      211000000

      3.3

      41

      QAM 256

      10

      12

      227000000

      2.9

      40

      QAM 256

      12

      13

      235000000

      2.6

      41

      QAM 256

      13

      14

      243000000

      2.4

      41

      QAM 256

      14

      15

      251000000

      1.9

      41

      QAM 256

      15

      16

      259000000

      1.8

      41

      QAM 256

      16

      17

      267000000

      1.6

      41

      QAM 256

      17

      18

      275000000

      1.3

      41

      QAM 256

      18

      19

      283000000

      1.2

      41

      QAM 256

      19

      20

      291000000

      1.1

      40

      QAM 256

      20

      21

      299000000

      0.8

      40

      QAM 256

      21

      22

      307000000

      0.6

      40

      QAM 256

      22

      23

      315000000

      0.3

      40

      QAM 256

      23

      24

      323000000

      0.3

      40

      QAM 256

      24

      25

      339000000

      0.1

      40

      QAM 256

      26

      26

      347000000

      0.3

      40

      QAM 256

      27

      27

      355000000

      0.5

      40

      QAM 256

      28

      28

      363000000

      0.6

      41

      QAM 256

      29

      29

      371000000

      0.8

      40

      QAM 256

      30

      30

      379000000

      0.9

      40

      QAM 256

      31

      31

      387000000

      -1.5

      40

      QAM 256

      32

      3.0 Downstream channels

      Channel

      Locked Status

      RxMER (dB)

      Pre RS Errors

      Post RS Errors

      1

      Locked

      40

      14

      0

      2

      Locked

      41

      43

      3

      3

      Locked

      41

      15

      0

      4

      Locked

      41

      3

      0

      5

      Locked

      41

      10

      0

      6

      Locked

      41

      14

      0

      7

      Locked

      41

      6

      0

      8

      Locked

      40

      9

      0

      9

      Locked

      41

      31

      0

      10

      Locked

      41

      14

      0

      11

      Locked

      41

      1

      0

      12

      Locked

      40

      4

      0

      13

      Locked

      41

      3

      0

      14

      Locked

      41

      7

      0

      15

      Locked

      41

      2

      0

      16

      Locked

      41

      5

      0

      17

      Locked

      41

      11

      0

      18

      Locked

      41

      5

      0

      19

      Locked

      41

      6

      0

      20

      Locked

      40

      12

      0

      21

      Locked

      40

      14

      0

      22

      Locked

      40

      24

      0

      23

      Locked

      40

      20

      0

      24

      Locked

      40

      15

      0

      25

      Locked

      40

      14

      0

      26

      Locked

      40

      20

      0

      27

      Locked

      40

      25

      0

      28

      Locked

      41

      32

      0

      29

      Locked

      40

      24

      0

      30

      Locked

      40

      37

      0

      31

      Locked

      40

      24

      0

      3.1 Downstream channels

      Channel

      Channel Width (MHz)

      FFT Type

      Number of Active Subcarriers

      Modulation (Active Profile)

      First Active Subcarrier (Hz)

      33

      94

      4K

      1840

      QAM 4096

      1108

      3.1 Downstream channels

      Channel ID

      Locked Status

      RxMER Data (dB)

      PLC Power (dBmV)

      Corrected errors (Active Profile)

      Uncorrectable errors (Active Profile)

      33

      Locked

      41

      -2.0

      882109057

      0

       

      3.0 Upstream channels

      Channel

      Frequency (Hz)

      Power (dBmV)

      Symbol Rate (ksps)

      Modulation

      Channel ID

      0

      49600000

      41.5

      5120

      QAM 64

      1

      1

      43100000

      41

      5120

      QAM 64

      2

      2

      36600000

      40.5

      5120

      QAM 64

      3

      3

      30100000

      40.3

      5120

      QAM 64

      4

      4

      23600000

      39.8

      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

      37.5

      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

       

      General Configuration

      Network access

      Allowed

      Maximum Number of CPEs

      3

      Baseline Privacy

      Enabled

      DOCSIS Mode

      3.1

      Config file

      cmreg-vmdg660-bbt076+voc-b.cm

      Primary Downstream Service Flow

      SFID

      22850

      Max Traffic Rate

      1230000450 bps

      Max Traffic Burst

      42600bytes

      Min Traffic Rate

      0 bps

      SFID

      22852

      Max Traffic Rate

      128000 bps

      Max Traffic Burst

      3044bytes

      Min Traffic Rate

      0 bps

      Primary Upstream Service Flow

      SFID

      22849

      Max Traffic Rate

      110000274 bps

      Max Traffic Burst

      42600bytes

      Min Traffic Rate

      0 bps

      Max Concatenated Burst

      42600bytes

      Scheduling Type

      Best Effort

      SFID

      22851

      Max Traffic Rate

      128000 bps

      Max Traffic Burst

      3044bytes

      Min Traffic Rate

      0 bps

      Max Concatenated Burst

      1522bytes

      Scheduling Type

      Best Effort

       

      • Tudor's avatar
        Tudor
        Very Insightful Person

        Nothing wrong with those stats that I can see. SNR is fine. As the stats are accumulative since that hub was las power cycled, I suggest you power cycle the hub and after 1 hour post a new set of stats. This will show the rate of increase in the error, if any.