Menu
Reply
alext2000
  • 5
  • 0
  • 0
Tuning in
217 Views
Message 1 of 9
Flag for a moderator

Broadband Dropouts

I have been getting RCS Partial service dropouts for a couple of months but it has been manageable. Last week I was barely able to get back online before the service would drop out again, I'm WFH and it's affecting my ability to get anything done.

I have tried device resets, hub resets, hub factory resets, connection checks, troubleshooting guides and appealing to deities. Nothing has worked. I would dearly love to have a Virgin Team member have a look at this!

BQM is new so not much data yet but link is: 

https://www.thinkbroadband.com/broadband/monitoring/quality/view/f45cae7ec76281e40c7ea9012cf7d5afc18...




0 Kudos
Reply
alext2000
  • 5
  • 0
  • 0
Tuning in
216 Views
Message 2 of 9
Flag for a moderator

Re: Broadband Dropouts

Downstream bonded channels

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

14830000007.536256 qam36
22350000006.536256 qam13
32430000006.436256 qam14
42510000006.536256 qam15
52590000006.836256 qam16
62670000006.636256 qam17
72750000006.636256 qam18
8283000000736256 qam19
92910000007.136256 qam20
102990000007.336256 qam21
113070000007.136256 qam22
123150000007.436256 qam23
133230000007.936256 qam24
143870000008.636256 qam25
153950000008.936256 qam26
164110000009.136256 qam27
174190000008.536256 qam28
18427000000836256 qam29
194350000007.836256 qam30
20443000000836256 qam31
214510000008.536256 qam32
224590000008.836256 qam33
234670000008.136256 qam34
244750000007.536256 qam35



Downstream bonded channels

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

1Locked36.35736779388
2Locked36.3277505165744
3Locked36.3261670153195
4Locked36.3242253145223
5Locked36.3226572144116
6Locked36.3211398138808
7Locked36.6198136134895
8Locked36.6180820130853
9Locked36.3166215128883
10Locked36.6156854127165
11Locked36.6146023125050
12Locked36.6132037126051
13Locked36.6118042124143
14Locked36.673616101003
15Locked36.370969100707
16Locked36.36748696291
17Locked36.36855397126
18Locked36.66672094389
19Locked36.36438092235
20Locked36.66201188893
21Locked36.36083985097
22Locked36.35940785658
23Locked36.35906783632
24Locked36.35894182711

 

Upstream bonded channels

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

16030000035.3512064 qam1
23940000035.5512064 qam4
34620000035.8512064 qam3
45370000035512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00880
2ATDMA003450
3ATDMA002340
4ATDMA003440

 

0 Kudos
Reply
alext2000
  • 5
  • 0
  • 0
Tuning in
215 Views
Message 3 of 9
Flag for a moderator

Re: Broadband Dropouts

 

6/04/2021 05:38:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 05:34:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 04:47:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 04:46:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 03:15:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 02:57:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 02:57:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 02:57:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 02:51:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 02:06:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 02:04:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 02:03:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 01:41:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 01:41:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 01:41:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 01:41:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply
jbrennand
  • 22.49K
  • 2.4K
  • 4.02K
Very Insightful Person
Very Insightful Person
186 Views
Message 4 of 9
Flag for a moderator

Re: Broadband Dropouts

Your BQM link is to the login page - post the link to the "share live graph"

Stats dont look great but it would be worth resetting the errors back to zero and starting from a blank sheet, can you do 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” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), 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 firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Note that your passwords will revert to those on the base sticker so all devices will need reconnecting - and you will lose any changes you have made in the settings - so you may not want to do it

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort. Also watch the T3 errors they shouldn't accumulate quickly either

--------------------
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.
0 Kudos
Reply
alext2000
  • 5
  • 0
  • 0
Tuning in
147 Views
Message 5 of 9
Flag for a moderator

Re: Broadband Dropouts

Live graph 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d4be319b1d339527700d4b06bc519d79d5... if the link isn't working.

alext2000_0-1617791448497.png

 

snapshot of today^


Thanks for your reply, @jbrennand I factory reset the hub the day before I posted and two days before that as well, and the errors continue to pile up. Would dearly love an Engineer to visit if any moderators are available to have a look at this!




0 Kudos
Reply
jbrennand
  • 22.49K
  • 2.4K
  • 4.02K
Very Insightful Person
Very Insightful Person
130 Views
Message 6 of 9
Flag for a moderator

Re: Broadband Dropouts

I will ask VM to come here and take a look

--------------------
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.
Robert_P
  • 2.56K
  • 129
  • 211
Forum Team
Forum Team
111 Views
Message 7 of 9
Flag for a moderator

Re: Broadband Dropouts

Hello alext2000

 

Sorry to hear of the broadband issues experienced, we appreciate you taking the time to contact us via the forums and welcome to the community.

 

I've had a look at your account and connection, from looking at the account we can see numerous T3 timeouts, this is over the time since the Hub was last rebooted which at the time of posting this was 8 days ago. Can you follow the steps in jbrennand post and ensure these are back to zero and we will look at it in 24 hours. 

 

If the timeouts continue to increase we'll look to get someone out to you.

 

Rob

0 Kudos
Reply
alext2000
  • 5
  • 0
  • 0
Tuning in
68 Views
Message 8 of 9
Flag for a moderator

Re: Broadband Dropouts

Hi Robert_P

I have done two pinhole resets since your message, please could you check the service again, I am still experiencing issues. 

Thanks

 

Alex

0 Kudos
Reply
John_GS
  • 8.72K
  • 476
  • 770
Forum Team
Forum Team
54 Views
Message 9 of 9
Flag for a moderator
Helpful Answer

Re: Broadband Dropouts

Hi, Alex.

 

Thanks for coming back to us. 

 

I've booked in a technician for you because I've checked today and there are still a lot of T3 timeouts even after a PIN reset been done.

 

This technician slot was the first available slot and you can find out more on the visit here

 

Let us know how the visit goes

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"