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1: Pre & Post RS Errors 2: 100% packet drops everyday between 11:30pm 1:30am

zearthlink
Tuning in

Hello,

1: I have insane number of errors in my router (restarted didn't fix it last time I've done it). 

2: Most connections drop between 11:30pm and 1:30am (12am - 1am) is usually when it's worse. Connection to next-hop seems ok, it seems that it's after that node.

Can you please investigate this ?

Kind regards

connectiondrops.pngRouter.png

11 REPLIES 11

Client62
Legend

Call the automated number 0800 561 0061 to check for a known fault in the street.

If the Pre / Post RS errors are now stable, the fault could have passed, but if still rising there is a noise issue to be solved.

Are there any stats for the 3.1 DS/US channels ?

Thank you for you reply, much appreciated. I've reboot the router to give it a clean state and the error continue to increase.

zearthlink_0-1693868742550.png

 

"Are there any stats for the 3.1 DS/US channels ?" - Are you looking for something different from the screenshots I've pasted ?

The increase in errors exist from at least February, not something recent

zearthlink
Tuning in

I was wondering... About a month after the service was installed, I experienced a fault that left me without service for weeks (I was away for Christmas). Eventually, the engineer identified a staple puncturing the cable outside my house. After he removed it, everything worked perfectly. He mentioned it was causing a short circuit and cable wasn't necessary to be removed.. Could this still be the cause for errors?

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked42134228
2Locked406161309
3Locked4038281595
4Locked4113093545
5Locked413686141
6Locked412422109
7Locked4211244
8Locked4263918
9Locked42134819
10Locked42245958
11Locked422427187
12Locked42102541
13Locked42108652
14Locked429373
15Locked42121579
16Locked425280
17Locked4184347
18Locked401662152
19Locked401431177
20Locked381487178
21Locked391473215
22Locked411529117
23Locked401588135
24Locked39156873
25Locked40133520
26Locked41115453
27Locked3910650
28Locked39110714
29Locked41146615
30Locked41168927
31Locked4123179

zearthlink
Tuning in

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11870000002.942QAM 2567
21390000003.539QAM 2561
31470000003.541QAM 2562
41550000003.441QAM 2563
51630000003.241QAM 2564
61710000003.142QAM 2565
7179000000342QAM 2566
81950000002.942QAM 2568
92030000002.742QAM 2569
102110000002.842QAM 25610
112190000002.842QAM 25611
122270000002.842QAM 25612
132350000002.742QAM 25613
142430000002.542QAM 25614
152510000002.242QAM 25615
162590000002.141QAM 25616
17267000000241QAM 25617
182750000001.942QAM 25618
192830000001.841QAM 25619
202910000001.940QAM 25620
212990000001.940QAM 25621
223070000001.841QAM 25622
233150000001.641QAM 25623
243230000001.439QAM 25624
253310000001.240QAM 25625
263390000001.141QAM 25626
27347000000140QAM 25627
283550000000.941QAM 25628
29363000000141QAM 25629
303710000001.141QAM 25630
31379000000141QAM 25631

Downstream bonded channels

 
 
 
 
 

Network Log

Time Priority Description
04-09-2023 19:58:07noticeREGISTRATION COMPLETE - Waiting for Operational status
04-09-2023 19:57:59noticeDS 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;
04-09-2023 19:57:47warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 19:57:45noticeHonoring MDD; IP provisioning mode = IPv4
04-09-2023 19:57:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 19:57:31criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 19:57:19criticalCable Modem reboot from UI
29-07-2023 13:29:31criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-07-2023 13:29:20criticalCable Modem Reboot via RG reboot command
25-06-2023 14:53:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-06-2023 14:53:07criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-06-2023 14:52:56criticalCable Modem Reboot due to power button reset

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000035.35120QAM 641
15370000035.35120QAM 642
24620000035.35120QAM 643
339400000355120QAM 644
43260000035.55120QAM 649
52360000035.35120QAM 6410

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0010

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000035.35120QAM 641
15370000035.35120QAM 642
24620000035.35120QAM 643
339400000355120QAM 644
43260000035.55120QAM 649
52360000035.35120QAM 6410

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0010
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked424156825
2Locked39336871025
3Locked41777611478
4Locked41411681249
5Locked417938434790
6Locked426740627
7Locked422488278
8Locked423038546
9Locked423770651
10Locked425728779
11Locked425559971
12Locked424182215
13Locked423551179
14Locked422225152
15Locked423079466
16Locked411916183
17Locked412604214
18Locked424007534
19Locked413853731
20Locked404833676
21Locked404772614
22Locked415103439
23Locked414098666
24Locked393614674
25Locked403195327
26Locked413030443
27Locked402656194
28Locked412755178
29Locked413233251
30Locked413594471
31Locked414433392
Cable Modem StatusItem Status Comments
Acquired Downstream Channel(Hz)187000000Locked
Ranged Upstream Channel(Hz)60300000Ranged
Provisioning StateOnline

Operational

zearthlink
Tuning in

How do I get someone from Virgin Media to look into this?

 

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4272441744
2Locked39537492092
3Locked40918542803
4Locked411236962668
5Locked4284198491416
6Locked42119801356
7Locked424707955
8Locked4250481305
9Locked4277981401
10Locked4297081395
11Locked4289381852
12Locked427911645
13Locked428995821
14Locked427292690
15Locked415829997
16Locked422945506
17Locked424015467
18Locked4265781092
19Locked4168111568
20Locked4097441667
21Locked4079091178
22Locked4178031106
23Locked4163621174
24Locked4159001156
25Locked415794854
26Locked4156021166
27Locked407106734
28Locked406353871
29Locked416537873
30Locked419156750
31Locked4210548670

Hi @zearthlink,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear you're facing some connection issues recently. I've checked over things on our systems and I'm unable to detect any faults currently that would explain this. How are things for you today? Any better?

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


Hi @Zach_R,

Thank you for taking the time to address this. I'm detailing two distinct issues below:

Rising Errors in Router: Every day, I notice an increase in the number of errors in my router. To give some context, about a month after the service installation, I encountered a disruption that left me without service for several weeks (I was away for Christmas). An engineer eventually identified a staple puncturing the cable outside my residence. After its removal, the service resumed. The engineer mentioned that the staple was causing a short circuit, but the cable didn't need replacement. Could this incident still be contributing to the current errors?

Additionally, players in game servers describe my in-game movement as jerky and distorted. While I understand this could be an issue with the game servers, it seems to only affect me. For reference, these servers are hosted on AWS and Azure.

Here are the downstream bonded channels:

 

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	42	18324	3540
2	Locked	39	64529	4634
3	Locked	39	115523	6021
4	Locked	40	224869	6091
5	Locked	41	8532079	3934
6	Locked	41	22808	3579
7	Locked	42	13312	2649
8	Locked	42	12571	2432
9	Locked	42	17151	3156
10	Locked	41	20920	3717
11	Locked	41	18168	3705
12	Locked	41	20186	2122
13	Locked	41	18304	2440
14	Locked	41	13577	2306
15	Locked	41	11877	2239
16	Locked	42	6416	1454
17	Locked	41	8834	1470
18	Locked	40	15559	2575
19	Locked	39	13972	3468
20	Locked	37	17437	3871
21	Locked	36	15518	3121
22	Locked	38	16746	2971
23	Locked	40	30529	3187
24	Locked	41	30220	3220
25	Locked	41	12155	2361
26	Locked	40	11769	2949
27	Locked	39	23768	2420
28	Locked	39	66051	2608
29	Locked	41	148284	2945
30	Locked	41	142068	2490
31	Locked	41	143720	2549

 

Loss of Connectivity: I'm experiencing connectivity issues, particularly with services that require DNS resolution. I've tested this with various different laptops/desktops/mini-servers and different DNS providers, including Google, Cloudflare, and Virgin Media (which I'm currently using).. is VM intercepting DNS requests somehow since actual ICMP to the IP address still keeps working? (eg: 8.8.8.8)

Attached is an image detailing the connectivity from yesterday:

zearthlink_0-1694362405962.png

I appreciate your assistance in resolving these concerns.

Hi @zearthlink, thank you for your response.

Are you finding that all WiFi devices are dropping connection at the same time?

If so, have you tried resetting the Hub? Advice on how to do so can be found here

Please pop back to us at your earliest convenience.

Regards,
Daniel

Hi @Daniel_Et,

Thank you for your response. I want to clarify that the devices I've been using for testing and reporting are hardwired. Although my wireless devices exhibit the same issues, I prefer to focus on the wired ones to avoid any additional variables.

I had already reset the router once before, but I performed another reset yesterday at 20:49. It's worth noting that the logs show the time as 22:49; could there be an issue with the NTP settings?

Despite the reset, I'm still seeing an escalation in errors. Here's the latest from the network log:

 

Network Log

Time	Priority	Description
12-09-2023 22:50:20	notice	REGISTRATION COMPLETE - Waiting for Operational status
12-09-2023 22:50:14	notice	DS 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;
12-09-2023 22:50:02	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-09-2023 22:49:59	notice	Honoring MDD; IP provisioning mode = IPv4
12-09-2023 22:49:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-09-2023 22:49:47	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-09-2023 22:49:35	critical	Cable Modem Reboot via RG reboot command
12-09-2023 22:46:50	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-09-2023 22:46:38	critical	Cable Modem reset to Factory Default via reset button
Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	42	1151	67
2	Locked	41	874	141
3	Locked	41	1521	213
4	Locked	41	6605072	258
5	Locked	41	7226	16
6	Locked	42	778	16
7	Locked	42	273	120
8	Locked	42	936	26
9	Locked	42	471	31
10	Locked	42	429	38
11	Locked	42	428	75
12	Locked	42	365	35
13	Locked	42	558	96
14	Locked	42	319	16
15	Locked	42	297	40
16	Locked	41	168	29
17	Locked	42	147	14
18	Locked	42	521	144
19	Locked	41	422	218
20	Locked	40	343	128
21	Locked	41	324	103
22	Locked	41	337	100
23	Locked	41	442	34
24	Locked	40	453	45
25	Locked	40	218	77
26	Locked	42	300	178
27	Locked	40	388	12
28	Locked	40	341	36
29	Locked	41	286	17
30	Locked	41	195	10
31	Locked	41	247	69

 

I would like to re-emphasize an earlier point I made about the staple incident which occurred shortly after my service installation. Given the unique nature of my custom installation, I'm concerned that the residual effects of the staple puncturing the cable might still be affecting my service quality.

I understand the challenges posed by my setup, with the cable running through the external wall and into the loft. However, considering the persistent errors and the feedback from other players during online gameplay, I believe a comprehensive check on my setup, with specific attention to the previous staple incident, is essential.

I also experienced a loss of connectivity, similar to previous instances. I've provided a graph below to illustrate it again from yesterday after the reset

zearthlink_1-1694593044134.png

Thank you, and I anticipate a thorough resolution.