Bad drops and errors on my line

[InspireJS]

So, I've had 15 drop outs in the last 2 hours, where the internet just locks up and nothing will load, I've tried the hub reset and also made sure all cables are plugged in correctly and snug, not the issue this also happens over wired and wifi.

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	50.3	5120	QAM 64	1
1	43100000	49.8	5120	QAM 64	2
2	36600000	49.5	5120	QAM 64	3
3	30100000	49	5120	QAM 64	4
4	23600000	48.5	5120	QAM 64	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	19	0
1	ATDMA	0	0	21	0
2	ATDMA	0	0	21	0
3	ATDMA	0	0	21	0
4	ATDMA	0	0	19	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

10

11

45.7

2K

QAM 256

3.1 Upstream channels

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

10

OFDMA

220

74000000

0

0

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	306000000	7.9	41	QAM 256	22
2	146000000	7.3	41	QAM 256	2
3	154000000	7.2	40	QAM 256	3
4	162000000	7.2	40	QAM 256	4
5	170000000	7.1	40	QAM 256	5
6	178000000	7.1	40	QAM 256	6
7	186000000	7.1	40	QAM 256	7
8	194000000	7.3	41	QAM 256	8
9	202000000	7.1	41	QAM 256	9
10	210000000	7.3	40	QAM 256	10
11	218000000	7.2	40	QAM 256	11
12	226000000	7.2	40	QAM 256	12
13	234000000	7.1	40	QAM 256	13
14	242000000	7	40	QAM 256	14
15	250000000	6.9	40	QAM 256	15
16	258000000	6.9	40	QAM 256	16
17	266000000	7.1	40	QAM 256	17
18	274000000	7.3	40	QAM 256	18
19	282000000	7.6	40	QAM 256	19
20	290000000	7.9	40	QAM 256	20
21	298000000	7.9	41	QAM 256	21
22	314000000	7.8	41	QAM 256	23
23	322000000	7.7	40	QAM 256	24
24	330000000	7.6	41	QAM 256	25
25	338000000	7.7	41	QAM 256	26
26	346000000	7.6	40	QAM 256	27
27	354000000	7.4	40	QAM 256	28
28	362000000	7.2	40	QAM 256	29
29	370000000	7	40	QAM 256	30
30	378000000	6.8	40	QAM 256	31
31	386000000	6.7	40	QAM 256	32

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	14	0
2	Locked	41	9378	36398
3	Locked	40	8863	37367
4	Locked	40	8484	37295
5	Locked	40	8322	37473
6	Locked	40	7885	36659
7	Locked	40	7531	37011
8	Locked	41	0	0
9	Locked	41	7317	36982
10	Locked	40	658	5113
11	Locked	40	250	704
12	Locked	40	6073	36153
13	Locked	40	5744	36061
14	Locked	40	5604	37099
15	Locked	40	5491	36872
16	Locked	40	5127	37085
17	Locked	40	243	530
18	Locked	40	239	543
19	Locked	40	4170	36283
20	Locked	40	3990	36016
21	Locked	41	3774	37774
22	Locked	41	4309	6294
23	Locked	40	4417	6489
24	Locked	41	4391	6585
25	Locked	41	4535	6462
26	Locked	40	4545	6360
27	Locked	40	4400	6539
28	Locked	40	235	425
29	Locked	40	240	595
30	Locked	40	230	734
31	Locked	40	1562	34495

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

4.4

9657455

5439

Also to note I'm a Gig1 customer. 

Network Log

Time Priority Description

26-02-2024 15:01:03	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:01:03	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:01:03	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:53	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:53	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:53	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:42	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:04	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:04	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2024 15:00:04	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

Worrying set of stats!  A VM person will comment in a day or two..  Worth checking if there are any known issues in your location by calling the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

But, then can you do this...

_______________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet 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. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't! If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check that the Upstream QAM’s are all at 64

[InspireJS]

I have had yet another drop out tonight. No issues present online or via that phone number.

[jbrennand]

What are the error counts and RS errors doing since you zeroed them ?

[InspireJS]

No drop outs since I last checked 2 hours ago and they was all under 10 the corrected error counts at bottom is well high but 0 are uncorrectable will provide update when back home 

[Carley_S]

Hi @InspireJS 

Welcome to the community forums 

Sorry to hear you're having issues with your services.
I have checked at our side and cannot see any issues within the area or with your specs at this time. 
Please do keep us posted on your RS count if it does raise fast after the reset and we can continue to support should you have any further issues

[InspireJS]

Indeed all errors are back in the high thousands. Will pass the log on now 

[InspireJS]

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1 306000000 8.1 41 QAM 256 22

2 138000000 7.4 40 QAM 256 1

3 146000000 7.5 41 QAM 256 2

4 154000000 7.4 40 QAM 256 3

5 162000000 7.4 40 QAM 256 4

6 170000000 7.3 40 QAM 256 5

7 178000000 7.3 40 QAM 256 6

8 186000000 7.3 40 QAM 256 7

9 194000000 7.4 41 QAM 256 8

10 202000000 7.3 41 QAM 256 9

11 210000000 7.4 40 QAM 256 10

12 218000000 7.4 40 QAM 256 11

13 226000000 7.3 40 QAM 256 12

14 234000000 7.3 40 QAM 256 13

15 242000000 7.2 40 QAM 256 14

16 250000000 7.1 40 QAM 256 15

17 258000000 7.1 40 QAM 256 16

18 266000000 7.2 40 QAM 256 17

19 274000000 7.5 40 QAM 256 18

20 282000000 7.8 40 QAM 256 19

21 290000000 8.1 40 QAM 256 20

22 298000000 8.1 40 QAM 256 21

23 314000000 8 41 QAM 256 23

24 322000000 7.9 41 QAM 256 24

25 330000000 7.8 41 QAM 256 25

26 338000000 7.9 40 QAM 256 26

27 346000000 7.8 40 QAM 256 27

28 354000000 7.6 40 QAM 256 28

29 362000000 7.4 40 QAM 256 29

30 370000000 7.2 40 QAM 256 30

31 378000000 7 40 QAM 256 31

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1 Locked 41 8190 84

2 Locked 40 7 33

3 Locked 41 5140 48

4 Locked 40 5855 59

5 Locked 40 6353 92

6 Locked 40 6941 21

7 Locked 40 7113 114

8 Locked 40 6567 39

9 Locked 41 7942 101

10 Locked 41 8426 87

11 Locked 40 8716 50

12 Locked 40 7522 8

13 Locked 40 8560 18

14 Locked 40 7852 8

15 Locked 40 9016 16

16 Locked 40 9269 19

17 Locked 40 9463 109

18 Locked 40 9404 67

19 Locked 40 9143 88

20 Locked 40 8895 51

21 Locked 40 6841 39

22 Locked 40 8152 85

23 Locked 41 7930 78

24 Locked 41 7986 87

25 Locked 41 7738 92

26 Locked 40 6454 83

27 Locked 40 7087 51

28 Locked 40 7161 106

29 Locked 40 7299 90

30 Locked 40 7289 49

31 Locked 40 7927 94

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 4.8 224018393 114

[Carley_S]

Okay, thank you for providing this @InspireJS 
We'll look to getting an engineer out to investigate this 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 select 'Messages' from the drop down. 

[InspireJS]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/494c14bcc55c55bd0cc873f8059d7908ce...

Please note: I've had this since day of installation, I just did the total unplug to see how it holds up, can't believe earlier I had all them errors, but no upstream errors? is that also a fault?