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Justin020466
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18 months of sporadic internet problems, downstream post errors etc

Constantly having to restart Hub 3, Checked joint at service box in. (attenuator fitted) and into router. Hope you have all you need.

I have posted a live feed to BQM here, 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d7aca4ca50474c6f5e4f9c5e4b7d8bd96884c045

 These are my router logs, this is indicative of my logs whenever I have looked at them.

Never really gets sorted but as soon as a tech person has worked in the CAB, it all goes wrong again. Thinking about it a new cab box has been fitted, I don't know when it may have been when I was in hospital. Maybe it is not set as it was originally but I'm reaching.

Network Log

Time Priority Description

05/12/2020 23:31:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2020 20:16:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2020 03:37:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 17:42:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 15:36:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 11:19:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 11:18:9Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 11:10:27noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 11:02:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 10:55:47noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 10:23:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2020 20:55:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2020 15:00:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2020 13:59:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2020 21:51:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2020 13:36:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2020 10:06:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/11/2020 23:37:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/11/2020 23:37:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/11/2020 21:38:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 


Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

474250000

1.7

38

256 qam

9

2

410250000

0.7

37

256 qam

1

3

418250000

1.2

38

256 qam

2

4

426250000

1

37

256 qam

3

5

434250000

1.2

37

256 qam

4

6

442250000

1.5

38

256 qam

5

7

450250000

0.9

38

256 qam

6

8

458250000

1.4

38

256 qam

7

9

466250000

0.5

38

256 qam

8

10

482250000

1.7

38

256 qam

10

11

490250000

2.5

38

256 qam

11

12

498250000

2.5

38

256 qam

12

13

506250000

2.9

38

256 qam

13

14

514250000

2.5

38

256 qam

14

15

522250000

2.5

38

256 qam

15

16

530250000

1.7

38

256 qam

16

17

538250000

1.5

38

256 qam

17

18

546250000

0.9

38

256 qam

18

19

554250000

0.2

38

256 qam

19

20

562250000

0.7

38

256 qam

20

21

570250000

-0.2

38

256 qam

21

22

578250000

1

38

256 qam

22

23

586250000

-0.2

38

256 qam

23

24

594250000

0.9

38

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

17689

1286

2

Locked

37.6

36298

4651

3

Locked

38.6

29457

4234

4

Locked

37.6

28996

4370

5

Locked

37.6

21264

6686

6

Locked

38.6

21704

1913

7

Locked

38.9

24208

2201

8

Locked

38.9

21216

1630

9

Locked

38.6

16678

546

10

Locked

38.6

15572

329

11

Locked

38.9

11382

231

12

Locked

38.6

8453

240

13

Locked

38.9

6363

204

14

Locked

38.9

4852

98

15

Locked

38.6

4548

86

16

Locked

38.9

4599

53

17

Locked

38.9

8788

703

18

Locked

38.9

6610

337

19

Locked

38.6

9080

74

20

Locked

38.6

7362

182

21

Locked

38.9

11363

879

22

Locked

38.9

8856

457

23

Locked

38.6

7172

183

24

Locked

38.6

6602

47

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

51

5120

64 qam

2

2

25800000

51

5120

64 qam

4

3

46200000

51

5120

64 qam

1

4

32600000

51

5120

64 qam

3




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

1

0

4

ATDMA

0

0

0

0

 

 

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MikeRobbo
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Message 2 of 11
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Re: 18 months of sporadic internet problems, downstream post errors etc

Your Upstream Power Levels are all maxed out and could do with an engineer visit to sort them out.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

51

5120

64 qam

2

2

25800000

51

5120

64 qam

4

3

46200000

51

5120

64 qam

1

4

32600000

51

5120

64 qam

3

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Justin020466
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Message 3 of 11
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Re: 18 months of sporadic internet problems, downstream post errors etc

Thanks Mike,


That's exactly what I told the last person I spoke to on the phone and the 10 or so before that, thanks for confirming I'm not going mad.

They had me convinced it was not that but that the router was faulty, even though I said just by doing a quick google search I could see that my Upstream power levels were maxed. I just wasn't sure that's what was causing the Downstream post errors but I couldn't see anything else glaringly obvious to explain otherwise. 

I am leaving this here for a VM response however, I am currently holding on the phone and if I can't get through today  I'll call at 8.00am each day until get through (Or Not) at which point I will mark post as closed or delete it all together not sure of the protocol.

Thanks again Mike

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jbrennand
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Re: 18 months of sporadic internet problems, downstream post errors etc

One other thing to try - which will also reset those RS error counts to 0 is this...
______________________________________________________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - but, make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it there firmly for a full 60 seconds – release the pin, leave the Hub 10’ to stabilise - dont switch it off at any time.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Justin020466
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Message 5 of 11
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Re: 18 months of sporadic internet problems, downstream post errors etc

Thanks John,

Only 1 cable from box to router with no joins, checked regularly just in case cleaning around the router loosens the connection but in all honesty I need spanners to undo both ends.

The cable is a straight run with no kinks, I restart every other day if not everyday to get the errors down and I return to factory a couple of times a week just to try to make it stable for a bit.

But within a few hours it goes back to big post errors on all channels some in the 4500 region. Also restarting/returning to factory drops the Upstream Power to 51 but as the day goes on it increases back to max.

Its been 3 hours since I rebooted and confirm as usual errors were back at 0  and upstream power dropped to 51-53, But, 3 hours on channels are filling with errors again up to 600-700 on most channels and upstream power is up to 54.

Just waiting for VM to book me an engineer as I gave up on the phone after an hour, life is too short.

Thanks for taking the time to reply keep safe 🙂

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Andrew-G
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Message 6 of 11
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Re: 18 months of sporadic internet problems, downstream post errors etc

I've flagged your post for staff attention (they're under a lot of pressure at the moment, so routine responses have been taking a while), but unfortunately I think you've got two problems. The upstream power levels identified by by @MikeRobbo should be an easy fix for a field technician.  The calmness of your BQM after 1:00 am however suggests the horned beast* of over-utilisation.  If that last one is correct then your outlook is poor, and you may want to prepare yourself by reading my other posts on the subject of over-utilisation.

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Justin020466
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Re: 18 months of sporadic internet problems, downstream post errors etc

OH MY GOD!

I have heard of over utilization in an area but buried my head in the sand never giving it a second thought since I read something some months ago when just nosing on the forum as you do.

I will have to deal with it if that's the case or look at SKY etc, but my own experience of having to go out and sort peoples problems with SKY or Talk Talk I think better the devil you know in this case.

Thanks for your insight and passing it on.

Keep safe and well
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Andrew-G
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Re: 18 months of sporadic internet problems, downstream post errors etc

@Justin020466 I will have to deal with it if that's the case or look at SKY etc, but my own experience of having to go out and sort peoples problems with SKY or Talk Talk I think better the devil you know in this case.

If VM can't or won't sort it out, then consider spending a bit more for the services of a smaller, customer focused ISP.  Names to consider ("In no particular order)") are Zen Internet, IDnet, CIX, AAISP, uno and Aquiss.  Whoever you choose check out customer reviews on Trustpilot and ISPReview before committing.

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Anonymous
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Re: 18 months of sporadic internet problems, downstream post errors etc

add hometelecom to that list. had them as a DSL provider for a few years. Small and always got though to a person within minutes
Justin020466
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Re: 18 months of sporadic internet problems, downstream post errors etc

Hi Just wanted to ask if this is a long time to be waiting for Virgin to respond ?

This is a snapshot of the last 24hrs by the way

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cced01318932157f6cc2414ed9dc00fe1e...

Kind regards

Justin

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