on 08-09-2021 16:29
Hi
Over the past few weeks I have noticed at certain times in the day my broadband drops and becomes very unresponsive. For the last few days this has been around 12 o'clock.
I have performed a factory reset, which appeared to help a bit, but upon reading the forum it would appear my issues might be worth further investigation. I Have run a Broadband Quality monitor for today which supports the issues I have experienced. I would say that I was not at home today when it happened.
I will try to post the hub connection data as well
Thanks for any thoughts guidance next steps in advance
Neil
Answered! Go to Answer
on 10-09-2021 14:14
Today's statistics and quality monitor chart.
Lunchtime blip again, and interestingly quite bad this morning and again around 4pm yesterday evening
Router logs
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 411000000 | 7.9 | 37 | 256 qam | 33 |
2 | 235000000 | 8 | 40 | 256 qam | 13 |
3 | 243000000 | 7.9 | 40 | 256 qam | 14 |
4 | 251000000 | 7.9 | 40 | 256 qam | 15 |
5 | 259000000 | 7.9 | 40 | 256 qam | 16 |
6 | 267000000 | 7.9 | 40 | 256 qam | 17 |
7 | 275000000 | 7.9 | 40 | 256 qam | 18 |
8 | 283000000 | 8 | 40 | 256 qam | 19 |
9 | 291000000 | 8.1 | 40 | 256 qam | 20 |
10 | 299000000 | 8.5 | 38 | 256 qam | 21 |
11 | 307000000 | 8.4 | 40 | 256 qam | 22 |
12 | 315000000 | 8.1 | 40 | 256 qam | 23 |
13 | 323000000 | 8 | 38 | 256 qam | 24 |
14 | 347000000 | 8.1 | 40 | 256 qam | 25 |
15 | 355000000 | 8.1 | 40 | 256 qam | 26 |
16 | 363000000 | 8 | 38 | 256 qam | 27 |
17 | 371000000 | 7.8 | 38 | 256 qam | 28 |
18 | 379000000 | 7.8 | 38 | 256 qam | 29 |
19 | 387000000 | 7.8 | 38 | 256 qam | 30 |
20 | 395000000 | 7.8 | 38 | 256 qam | 31 |
21 | 403000000 | 7.8 | 38 | 256 qam | 32 |
22 | 419000000 | 7.6 | 38 | 256 qam | 34 |
23 | 427000000 | 7.8 | 40 | 256 qam | 35 |
24 | 435000000 | 7.5 | 40 | 256 qam | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 686 | 23003 |
2 | Locked | 40.3 | 40 | 0 |
3 | Locked | 40.3 | 53 | 0 |
4 | Locked | 40.3 | 98 | 0 |
5 | Locked | 40.3 | 107 | 0 |
6 | Locked | 40.3 | 129 | 0 |
7 | Locked | 40.9 | 158 | 0 |
8 | Locked | 40.3 | 162 | 0 |
9 | Locked | 40.3 | 166 | 0 |
10 | Locked | 38.9 | 193 | 0 |
11 | Locked | 40.9 | 159 | 0 |
12 | Locked | 40.3 | 223 | 0 |
13 | Locked | 38.9 | 309 | 0 |
14 | Locked | 40.3 | 250 | 0 |
15 | Locked | 40.9 | 257 | 0 |
16 | Locked | 38.9 | 350 | 0 |
17 | Locked | 38.6 | 420 | 0 |
18 | Locked | 38.6 | 535 | 0 |
19 | Locked | 38.6 | 587 | 0 |
20 | Locked | 38.6 | 502 | 0 |
21 | Locked | 38.6 | 494 | 0 |
22 | Locked | 38.6 | 476 | 0 |
23 | Locked | 40.9 | 303 | 0 |
24 | Locked | 40.3 | 350 | 0 |
Channel 1 errors up slightly
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46199996 | 37.5 | 5120 | 64 qam | 3 |
2 | 25800000 | 36.5 | 5120 | 64 qam | 6 |
3 | 32600000 | 37.5 | 5120 | 64 qam | 5 |
4 | 39400000 | 37.5 | 5120 | 64 qam | 4 |
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 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Still looking good
on 10-09-2021 14:15
and associated network logs
Time Priority Description
10/09/2021 12:27:11 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/09/2021 11:37:1 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/09/2021 22:35:36 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/09/2021 16:05:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/09/2021 12:36:58 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/09/2021 11:37:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/09/2021 15:31:33 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/09/2021 11:59:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/09/2021 11:37:6 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/09/2021 23:12:16 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/09/2021 17:49:17 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/09/2021 16:35:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 10-09-2021 14:54
on 10-09-2021 15:00
Oh that’s great, thanks to everyone for all your help so far
on 11-09-2021 10:44
Hello neilrmason
Help is here now
Sorry it took a while to get back to you on here
I have just checked the hub from here and we will need to get an engineer out
I will need to send you a private message to pass security
If you can check the purple envelope top right of your screen that would be great
Regards
Gareth_L
on 11-09-2021 11:19
Hello neilrmason
I have just replied back to your PM with the visit time for the engineer
Can you please let us know how things afterwards
Gareth_L
on 11-09-2021 11:29
Hi Gareth
yes of course, I will keep checking the behaviour of the hub before the visit and will definitely keep you posted
that is so good of you
Thanks
Neil
on 14-09-2021 11:48
Hello neilrmason
Just a quick message to see how the visit went?
How are things looking now?
Gareth_L
on 14-09-2021 11:53
Hi Gareth
visit went well much progress still monitoring the broadband so will have a fuller story later
out and about at the moment but was going to give you a full update later this afternoon.
watch this space!
Neil
on 14-09-2021 14:15
The engineer (Tommy) visited yesterday and was quite intrigued about the issue I am facing. He was of the opinion that my internal wiring was causing the noise on the line that I was experiencing. The challenge the apartment we live in has is that the distance from the Virgin Box where it enters the property is some distance from the lounge/ TV. The cable that is used for the signal in the house is not up to Virgin Specification (more later). Tommy replaced as many of the push to connect cables as well.
When he left the data he could read looked very promising.
We did not have any further issues that evening
I attach two BQM log charts. The first shows yesterday up unto the time Tommy arrived, the second the time after and up to current time.
The evening log shows as pretty good, one glitch but no outage. We were able to watch our Catch up without any freezing which was a welcome change. We were very positive.
Overnight there is a strange spell around 2am where the latency increases but no massive spikes or any POST RS errors.
Today after 10am, the chart is quite erratic and actually I would say worse than previous days. Looks like a brief outage at 1pm. So I would say (as an amateur) that some issues still exist. We also have 11553 POST RS errors, which is probably not a surprise
it feels that the internal wiring could be a problem for sure but I cant see how it is possible to attempt a rewire except by going outside the building (which could be troublesome as well). The internal layout and flow of rooms, stairs etc makes it very difficult for the cable run. One idea would be to pull out the existing cable, but I am not 100% sure that it will pass smoothly through the property.........
The charts are attached, the first is yesterday before visit, second after Tommy. Also attached is relevant Router log
I have Tommy's contact number so will drop him a note as well to see if he can think of anything else
Neil
and Router log
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 411000000 | 8.1 | 37 | 256 qam | 33 |
2 | 235000000 | 8.4 | 40 | 256 qam | 13 |
3 | 243000000 | 8.3 | 40 | 256 qam | 14 |
4 | 251000000 | 8.1 | 40 | 256 qam | 15 |
5 | 259000000 | 8.1 | 40 | 256 qam | 16 |
6 | 267000000 | 8.4 | 40 | 256 qam | 17 |
7 | 275000000 | 8.5 | 40 | 256 qam | 18 |
8 | 283000000 | 8.6 | 40 | 256 qam | 19 |
9 | 291000000 | 8.8 | 40 | 256 qam | 20 |
10 | 299000000 | 9 | 40 | 256 qam | 21 |
11 | 307000000 | 8.9 | 40 | 256 qam | 22 |
12 | 315000000 | 8.9 | 40 | 256 qam | 23 |
13 | 323000000 | 8.5 | 38 | 256 qam | 24 |
14 | 347000000 | 8.5 | 40 | 256 qam | 25 |
15 | 355000000 | 8.8 | 40 | 256 qam | 26 |
16 | 363000000 | 8.8 | 38 | 256 qam | 27 |
17 | 371000000 | 8.6 | 38 | 256 qam | 28 |
18 | 379000000 | 8.5 | 38 | 256 qam | 29 |
19 | 387000000 | 8.5 | 38 | 256 qam | 30 |
20 | 395000000 | 8.4 | 38 | 256 qam | 31 |
21 | 403000000 | 8.1 | 37 | 256 qam | 32 |
22 | 419000000 | 8.1 | 38 | 256 qam | 34 |
23 | 427000000 | 8.4 | 40 | 256 qam | 35 |
24 | 435000000 | 8.3 | 40 | 256 qam | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 518 | 11553 |
2 | Locked | 40.3 | 33 | 0 |
3 | Locked | 40.3 | 60 | 0 |
4 | Locked | 40.3 | 83 | 0 |
5 | Locked | 40.3 | 111 | 0 |
6 | Locked | 40.3 | 139 | 0 |
7 | Locked | 40.3 | 141 | 0 |
8 | Locked | 40.9 | 114 | 0 |
9 | Locked | 40.3 | 132 | 0 |
10 | Locked | 40.3 | 157 | 0 |
11 | Locked | 40.9 | 168 | 0 |
12 | Locked | 40.3 | 161 | 0 |
13 | Locked | 38.9 | 238 | 0 |
14 | Locked | 40.3 | 237 | 0 |
15 | Locked | 40.9 | 181 | 0 |
16 | Locked | 38.9 | 263 | 0 |
17 | Locked | 38.6 | 302 | 0 |
18 | Locked | 38.6 | 360 | 0 |
19 | Locked | 38.6 | 437 | 0 |
20 | Locked | 38.6 | 502 | 0 |
21 | Locked | 37.6 | 443 | 0 |
22 | Locked | 38.6 | 399 | 0 |
23 | Locked | 40.3 | 265 | 0 |
24 | Locked | 40.3 | 249 | 0 |