Forum Discussion

elitestate's avatar
elitestate
Joining in
14 days ago

Network drops

Hi, Recently I have noticed a lot of dropouts when watching live streams and using discord, I have checked the network log of the router and can see frequent critical errors around the same time as the drop outs. This is making watching any type of content that requires a constant stable internet connection practically un-watchable

  • For some reason the data i posted for router logs wasnt included so replying with them again. Also im using the network via ethernet so anything wifi related can be ruled out.

    [REMOVED]

    Upstream bonded channels
    Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
    1    46200000    37.8    5120    64 qam    3
    2    23600000    41.5    5120    64 qam    6
    3    32600000    38.3    5120    64 qam    5
    4    39400000    39.5    5120    64 qam    4
    5    53700000    37.8    5120    64 qam    2
    6    60300000    37.8    5120    64 qam    1


    Upstream bonded channels
    Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
    1    ATDMA    0    0    3    0
    2    ATDMA    0    0    6    0
    3    ATDMA    0    0    2    0
    4    ATDMA    0    0    1    0
    5    ATDMA    0    0    1    0
    6    ATDMA    0    0    2    0

    Downstream bonded channels
    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    331000000    5.4    36    256 qam    25
    2    139000000    5.8    35    256 qam    1
    3    147000000    5.4    35    256 qam    2
    4    155000000    5.1    35    256 qam    3
    5    163000000    5.3    35    256 qam    4
    6    171000000    5.4    36    256 qam    5
    7    179000000    5.3    35    256 qam    6
    8    187000000    5.1    36    256 qam    7
    9    195000000    5    36    256 qam    8
    10    243000000    6.1    36    256 qam    14
    11    251000000    6    36    256 qam    15
    12    259000000    5.6    36    256 qam    16
    13    267000000    5.6    36    256 qam    17
    14    275000000    5.4    36    256 qam    18
    15    283000000    5    36    256 qam    19
    16    291000000    4.8    36    256 qam    20
    17    299000000    4.5    36    256 qam    21
    18    339000000    5.6    36    256 qam    26
    19    347000000    5.9    36    256 qam    27
    20    355000000    6.3    36    256 qam    28
    21    363000000    6    36    256 qam    29
    22    371000000    6    37    256 qam    30
    23    379000000    6    36    256 qam    31
    24    387000000    6    36    256 qam    32


    Downstream bonded channels
    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    36.6    135672    67207
    2    Locked    35.7    168011    54792
    3    Locked    35.7    153432    51237
    4    Locked    35.7    125115    48197
    5    Locked    35.7    129826    46355
    6    Locked    36.6    116436    46164
    7    Locked    35.7    130820    48954
    8    Locked    36.3    139804    51629
    9    Locked    36.3    134181    54043
    10    Locked    36.3    53897    23051
    11    Locked    36.6    50650    22619
    12    Locked    36.3    52878    21804
    13    Locked    36.6    54361    22735
    14    Locked    36.6    50242    24206
    15    Locked    36.6    58873    24001
    16    Locked    36.3    59227    25124
    17    Locked    36.3    61972    27076
    18    Locked    36.3    157162    69832
    19    Locked    36.6    142169    65265
    20    Locked    36.3    152457    66150
    21    Locked    36.6    142907    63418
    22    Locked    37.6    140374    64130
    23    Locked    36.6    146871    62998
    24    Locked    36.6    146118    64050

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    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.

    Post the power levels, Pre and PostRS errors and network log from the Hub.  Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping  

    Once done we can comment.

    If using Wifi, disable the Smart Optimisation and set the channels manually.  Avoid DFS channels on the 5Ghz band, as this also causes delays.

    • elitestate's avatar
      elitestate
      Joining in

      No faults when ringing the line.

      BQM monitor: https://www.thinkbroadband.com/broadband/monitoring/quality/share/348e46f6b63e51eb6b728a40d5e1b330d674ca8a

      Downstream bonded channels
      Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
      1    331000000    5.1    36    256 qam    25
      2    139000000    5.6    35    256 qam    1
      3    147000000    5.3    35    256 qam    2
      4    155000000    5    35    256 qam    3
      5    163000000    5    35    256 qam    4
      6    171000000    5.1    36    256 qam    5
      7    179000000    5    35    256 qam    6
      8    187000000    5    36    256 qam    7
      9    195000000    4.9    36    256 qam    8
      10    243000000    6    36    256 qam    14
      11    251000000    6    36    256 qam    15
      12    259000000    5.5    36    256 qam    16
      13    267000000    5.5    36    256 qam    17
      14    275000000    5.3    36    256 qam    18
      15    283000000    5    36    256 qam    19
      16    291000000    4.6    36    256 qam    20
      17    299000000    4.5    36    256 qam    21
      18    339000000    5.5    36    256 qam    26
      19    347000000    5.9    36    256 qam    27
      20    355000000    6.1    36    256 qam    28
      21    363000000    6    36    256 qam    29
      22    371000000    5.9    37    256 qam    30
      23    379000000    5.8    36    256 qam    31
      24    387000000    5.9    36    256 qam    32


      Downstream bonded channels
      Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
      1    Locked    36.3    137572    67832
      2    Locked    35.7    171728    55028
      3    Locked    35.5    156430    51435
      4    Locked    35.7    127250    48445
      5    Locked    35.7    132073    46539
      6    Locked    36.3    118345    46386
      7    Locked    35.7    133183    49164
      8    Locked    36.3    142299    51828
      9    Locked    36.3    136575    54356
      10    Locked    36.3    55792    23331
      11    Locked    36.6    52497    22801
      12    Locked    36.3    54726    22133
      13    Locked    36.3    56229    23006
      14    Locked    36.3    52057    24495
      15    Locked    36.6    60961    24319
      16    Locked    36.3    61417    25611
      17    Locked    36.3    64234    27631
      18    Locked    36.6    159560    70467
      19    Locked    36.6    144253    66070
      20    Locked    36.6    154705    66709
      21    Locked    36.6    144973    63960
      22    Locked    37    142480    64775
      23    Locked    36.6    149080    63496
      24    Locked    36.6    148183    64563

       

      Upstream bonded channels
      Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
      1    46200000    38.3    5120    64 qam    3
      2    23600000    42    5120    64 qam    6
      3    32600000    38.8    5120    64 qam    5
      4    39400000    38    5120    64 qam    4
      5    53700000    41.3    5120    64 qam    2
      6    60300000    37.8    5120    64 qam    1


      Upstream bonded channels
      Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
      1    ATDMA    0    0    3    0
      2    ATDMA    0    0    7    0
      3    ATDMA    0    0    2    0
      4    ATDMA    0    0    1    0
      5    ATDMA    0    0    2    0
      6    ATDMA    0    0    2    0

       

      [mod Edit - Personal information removed]

  • I did ring the area faults on that number and nothing come back, i will post them below.. i'm using both ethernet and wifi and it happens on both devices. I have made an account today and will share the link:
    https://www.thinkbroadband.com/broadband/monitoring/quality/share/348e46f6b63e51eb6b728a40d5e1b330d674ca8a

    here are the logs from the router:
    Network Log
    Time    Priority    Description

    [REMOVED]

    Downstream bonded channels
    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    331000000    5.1    36    256 qam    25
    2    139000000    5.6    35    256 qam    1
    3    147000000    5.3    35    256 qam    2
    4    155000000    5    35    256 qam    3
    5    163000000    5    35    256 qam    4
    6    171000000    5.1    36    256 qam    5
    7    179000000    5    35    256 qam    6
    8    187000000    5    36    256 qam    7
    9    195000000    4.9    36    256 qam    8
    10    243000000    6    36    256 qam    14
    11    251000000    6    36    256 qam    15
    12    259000000    5.5    36    256 qam    16
    13    267000000    5.5    36    256 qam    17
    14    275000000    5.3    36    256 qam    18
    15    283000000    5    36    256 qam    19
    16    291000000    4.6    36    256 qam    20
    17    299000000    4.5    36    256 qam    21
    18    339000000    5.5    36    256 qam    26
    19    347000000    5.9    36    256 qam    27
    20    355000000    6.1    36    256 qam    28
    21    363000000    6    36    256 qam    29
    22    371000000    5.9    37    256 qam    30
    23    379000000    5.8    36    256 qam    31
    24    387000000    5.9    36    256 qam    32


    Downstream bonded channels
    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    36.3    137572    67832
    2    Locked    35.7    171728    55028
    3    Locked    35.5    156430    51435
    4    Locked    35.7    127250    48445
    5    Locked    35.7    132073    46539
    6    Locked    36.3    118345    46386
    7    Locked    35.7    133183    49164
    8    Locked    36.3    142299    51828
    9    Locked    36.3    136575    54356
    10    Locked    36.3    55792    23331
    11    Locked    36.6    52497    22801
    12    Locked    36.3    54726    22133
    13    Locked    36.3    56229    23006
    14    Locked    36.3    52057    24495
    15    Locked    36.6    60961    24319
    16    Locked    36.3    61417    25611
    17    Locked    36.3    64234    27631
    18    Locked    36.6    159560    70467
    19    Locked    36.6    144253    66070
    20    Locked    36.6    154705    66709
    21    Locked    36.6    144973    63960
    22    Locked    37    142480    64775
    23    Locked    36.6    149080    63496
    24    Locked    36.6    148183    64563

    Upstream bonded channels
    Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
    1    46200000    38.3    5120    64 qam    3
    2    23600000    42    5120    64 qam    6
    3    32600000    38.8    5120    64 qam    5
    4    39400000    38    5120    64 qam    4
    5    53700000    41.3    5120    64 qam    2
    6    60300000    37.8    5120    64 qam    1


    Upstream bonded channels
    Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
    1    ATDMA    0    0    3    0
    2    ATDMA    0    0    7    0
    3    ATDMA    0    0    2    0
    4    ATDMA    0    0    1    0
    5    ATDMA    0    0    2    0
    6    ATDMA    0    0    2    0

  • i keep trying to post logs but every time i post them the post vanishes, any ideas?

    • Tudor's avatar
      Tudor
      Very Insightful Person

      Follow these instructions:

      How to get stats from a VM hub (no need to logon to the hub)

      Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

      • Click on the “> Check router status” button
      • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
      • Click on the “Upstream” tab, copy the text and paste into your reply
      • Click on the “Networking” tab, copy the text and paste into your reply.
        • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.
  • No faults when ringing the line.

    Downstream bonded channels
    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    331000000    5.1    36    256 qam    25
    2    139000000    5.6    35    256 qam    1
    3    147000000    5.3    35    256 qam    2
    4    155000000    5    35    256 qam    3
    5    163000000    5    35    256 qam    4
    6    171000000    5.1    36    256 qam    5
    7    179000000    5    35    256 qam    6
    8    187000000    5    36    256 qam    7
    9    195000000    4.9    36    256 qam    8
    10    243000000    6    36    256 qam    14
    11    251000000    6    36    256 qam    15
    12    259000000    5.5    36    256 qam    16
    13    267000000    5.5    36    256 qam    17
    14    275000000    5.3    36    256 qam    18
    15    283000000    5    36    256 qam    19
    16    291000000    4.6    36    256 qam    20
    17    299000000    4.5    36    256 qam    21
    18    339000000    5.5    36    256 qam    26
    19    347000000    5.9    36    256 qam    27
    20    355000000    6.1    36    256 qam    28
    21    363000000    6    36    256 qam    29
    22    371000000    5.9    37    256 qam    30
    23    379000000    5.8    36    256 qam    31
    24    387000000    5.9    36    256 qam    32


    Downstream bonded channels
    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    36.3    137572    67832
    2    Locked    35.7    171728    55028
    3    Locked    35.5    156430    51435
    4    Locked    35.7    127250    48445
    5    Locked    35.7    132073    46539
    6    Locked    36.3    118345    46386
    7    Locked    35.7    133183    49164
    8    Locked    36.3    142299    51828
    9    Locked    36.3    136575    54356
    10    Locked    36.3    55792    23331
    11    Locked    36.6    52497    22801
    12    Locked    36.3    54726    22133
    13    Locked    36.3    56229    23006
    14    Locked    36.3    52057    24495
    15    Locked    36.6    60961    24319
    16    Locked    36.3    61417    25611
    17    Locked    36.3    64234    27631
    18    Locked    36.6    159560    70467
    19    Locked    36.6    144253    66070
    20    Locked    36.6    154705    66709
    21    Locked    36.6    144973    63960
    22    Locked    37    142480    64775
    23    Locked    36.6    149080    63496
    24    Locked    36.6    148183    64563

     

    Upstream bonded channels
    Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
    1    46200000    38.3    5120    64 qam    3
    2    23600000    42    5120    64 qam    6
    3    32600000    38.8    5120    64 qam    5
    4    39400000    38    5120    64 qam    4
    5    53700000    41.3    5120    64 qam    2
    6    60300000    37.8    5120    64 qam    1


    Upstream bonded channels
    Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
    1    ATDMA    0    0    3    0
    2    ATDMA    0    0    7    0
    3    ATDMA    0    0    2    0
    4    ATDMA    0    0    1    0
    5    ATDMA    0    0    2    0
    6    ATDMA    0    0    2    0

     

    [Mod Edit - personal information (MAC addresses) removed]

  • No matter how i try copy and pasting the logs as soon as i reply the reply just deleted or vanishes.. so i've uploaded the logs to pastebin and manually removed the mac adress

    https://pastebin.com/7p15HHes

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Too many T3 errors and PostRS errors.  Reboot the Hub and if they come back, I would suspect noise on the circuit.  It would be up to VM to find the source and fix this.

  • Hello,
    tried rebooting again and it froze again within 30 secs of being online.. how would i go about getting vm to look further into this without restarting the whole situation?

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi elitestate 

      Welcome to the Community Forums. 

      Sorry to hear you're having issues with your connection at this time. Checking the systems on our side we can see that there's an issue which needs an engineer to attend to investigate further. 
      Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down. 
       

  • Hate to bump this thread but the problem is on going.. please tell me how to proceed