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Lag and poor connection for past few weeks

Ctenn
Joining in

After a whole load of problems last summer that took months to sort, problems are now back.

1Gig Superhub 5

Packet loss, lag, disconnetions

DL power seems way out, the engineer configured it so it would normally stay around 0-4 on all channels until the problems started occurring recently.

 

           
1306000000-13.836QAM 25622
2138000000-1535QAM 2561
3146000000-14.735QAM 2562
4154000000-1535QAM 2563
5162000000-14.935QAM 2564
6170000000-14.835QAM 2565
7178000000-14.536QAM 2566
8186000000-14.636QAM 2567
9194000000-14.436QAM 2568
10202000000-14.336QAM 2569
11210000000-14.236QAM 25610
12218000000-14.135QAM 25611
13226000000-14.236QAM 25612
14234000000-14.436QAM 25613
15242000000-14.436QAM 25614
16250000000-14.436QAM 25615
17258000000-14.436QAM 25616
18266000000-14.236QAM 25617
19274000000-14.336QAM 25618
20282000000-1436QAM 25619
21290000000-13.836QAM 25620
22298000000-13.736QAM 25621
23314000000-13.636QAM 25623
24322000000-13.636QAM 25624
25330000000-13.636QAM 25625
26338000000-13.436QAM 25626
27346000000-13.536QAM 25627
28354000000-13.636QAM 25628
29362000000-13.636QAM 25629
30370000000-1436QAM 25630
31378000000-14.236QAM 25631
32386000000-13.936QAM 25632

 

         
1 363900458
2 35197647
3 35243877379
4 35249228723
5 35240707383
6 35150973337
7 3670021225
8 362107261
9 36134348
10 36127048
11 36123548
12 35122848
13 36124247
14 36123048
15 36117649
16 36114940
17 36112540
18 361704257
19 361667257
20 3692240
21 3687641
22 3685731
23 3673522
24 3672515
25 367170
26 366930
27 366290
28 366280
29 361851359
30 361296269
31 361760521
32 361163241

 

           
159924K1800QAM 40961128

 

           
159 38-12.8627979522422
 
26 REPLIES 26

Gareth_L
Forum Team
Forum Team

Hello Ctenn.

Thanks for your post.

Sorry to hear the about your recent service issues with the broadband lagging and disconnecting.

We have checked the hub and signals from here and can see you have rebooted the hub 2 days ago. Was this after your post or before?

The reason we ask is because we are not able to see any issues with the up and downstream.

if it's still happening can you please let us know.

Gareth_L

Ctenn
Joining in

These were taking just after the latest reboot (factory reset actually), since these problems having to reset it every few days and factory reset twice in about a month.

From what i can tell all the DS will be around +0-4 like how its been for ages and then suddenly will all drop to -13-17 and then will get lots of uncorrected errors and problems on the upstream also.

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000048.55120QAM 641
14310000047.55120QAM 642
23660000046.55120QAM 643
33010000046.55120QAM 644
423600000465120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA00482
1ATDMA00733
2ATDMA00713
3ATDMA00634
4ATDMA00413

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61041.52KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20074000000150

 

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked441.256723200272958

Thanks for coming back to us @Ctenn.

I've been able to run a flow on your router this morning and no issues have been flagged on our side.

How has the service performed since your most recent post?

Do you have a broadband quality monitor currently running on the connection at all?

Thanks,

David_Bn

jpeg1
Alessandro Volta

The downstream signal levels are extremely low, way out of spec. It's surprising you have any service at all. And that VM didn't pick this up. 

Check that none of the coax connections is loose. 

Post the downstream data again. If the levels are still the same you need a technician visit to correct your connection. 

 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Ctenn
Joining in

Levels are currently ok for now - the issue is they will just drop to the floor with no warning, which has been the problem for a good month or so.

Everything is connected securely.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1306000000243QAM 25622
2138000000344QAM 2561
31460000003.144QAM 2562
41540000002.744QAM 2563
51620000002.744QAM 2564
61700000002.844QAM 2565
7178000000344QAM 2566
81860000002.944QAM 2567
91940000003.144QAM 2568
102020000003.144QAM 2569
112100000003.244QAM 25610
122180000003.144QAM 25611
132260000002.944QAM 25612
142340000002.643QAM 25613
152420000002.543QAM 25614
162500000002.443QAM 25615
172580000002.244QAM 25616
182660000002.243QAM 25617
192740000002.143QAM 25618
202820000002.143QAM 25619
212900000002.343QAM 25620
222980000002.243QAM 25621
23314000000243QAM 25623
243220000001.943QAM 25624
253300000001.743QAM 25625
263380000001.843QAM 25626
273460000001.643QAM 25627
283540000001.443QAM 25628
293620000001.343QAM 25629
303700000000.842QAM 25630
313780000000.742QAM 25631
323860000000.842QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4316607519631
2Locked442792536204297
3Locked444084195422415
4Locked444616485461551
5Locked443214929391520
6Locked442543801334145
7Locked441704123214449
8Locked441330948164103
9Locked441024015136761
10Locked441194285147593
11Locked4452188262049
12Locked442013999121
13Locked4447539056954
14Locked4348211164061
15Locked4343120854865
16Locked4341803353626
17Locked4441955855909
18Locked4362150175246
19Locked4358406371152
20Locked4353340963716
21Locked4348802954350
22Locked4347536855460
23Locked4318029115911
24Locked431028078082
25Locked43970537954
26Locked4341666098264
27Locked4314839515514
28Locked4322106424696
29Locked4321839025248
30Locked42854696671
31Locked42792715943
32Locked42785936635

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159924K1800QAM 40961128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked441.1123418623372958
 

jpeg1
Alessandro Volta

The levels are fine now, but there are huge numbers of uncorrected signal errors which are often caused by low signal levels. 

It would be worth doing another hub reset and monitoring to see if those errors return. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Hello Ctenn.

Thanks for replying.

To be honest it's a tricky one to investigate with the service looking fine right now.

The tools we use here to check hubs, signal levels and so on, Can show no issues at all but then you the customer physically experiences the fault.

We could look at sending an engineer out to check connections inside and outside and the local cabinet if you like?

To do that we would need to pass security, If you can let us know if you wish to proceed with this? that would be great.

Gareth_L

Ctenn
Joining in

Was ok for most of last week but now today 27th April the connection is terrible again.

Corresponding with a drop to -15 dBmV on the DS and tens of thousands of uncorrectable errors.

Please send a engineer to investigate.

Ctenn
Joining in

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000001.843QAM 25622
21380000002.743QAM 2561
31460000002.844QAM 2562
41540000002.644QAM 2563
51620000002.444QAM 2564
61700000002.644QAM 2565
71780000002.844QAM 2566
81860000002.744QAM 2567
91940000002.844QAM 2568
102020000002.944QAM 2569
112100000002.944QAM 25610
122180000002.944QAM 25611
132260000002.744QAM 25612
142340000002.543QAM 25613
152420000002.343QAM 25614
162500000002.243QAM 25615
172580000002.243QAM 25616
182660000002.143QAM 25617
19274000000243QAM 25618
20282000000243QAM 25619
212900000002.243QAM 25620
222980000002.143QAM 25621
233140000001.943QAM 25623
243220000001.843QAM 25624
253300000001.643QAM 25625
263380000001.743QAM 25626
273460000001.543QAM 25627
283540000001.30QAM 25628
293620000002.141QAM 25629
303700000000.941QAM 25630
313780000000.541QAM 25631
323860000000.441QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked43155327425367
2Locked43708185210375
3Locked4410371412326685
4Locked4410797436309215
5Locked449503342261290
6Locked448030932172644
7Locked447053778127684
8Locked44568313850958
9Locked44517919560486
10Locked44463525448350
11Locked44427893449946
12Locked44408620149397
13Locked44380994715362
14Locked43350931113933
15Locked43344127013581
16Locked43323380813390
17Locked43299709413292
18Locked43282417812031
19Locked43267160912322
20Locked43238796311615
21Locked43218083811352
22Locked43205332610872
23Locked43182074612396
24Locked43168546413293
25Locked43162750611235
26Locked43159056326089
27Locked43147074710243
28Locked0147663110825
29Locked41151071111116
30Locked41158759411779
31Locked41151893611261
32Locked41130912013087

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159924K1800QAM 40961128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked440.93652287132063718
 
 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000048.55120QAM 641
14310000047.85120QAM 642
236600000475120QAM 643
33010000046.85120QAM 644
42360000046.55120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA05910
1ATDMA059151
2ATDMA05900
3ATDMA059161
4ATDMA05900

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61041.52KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2007400000000