Broadband drop outs

[Dan723]

Hello 

Have been having some broadband drop outs and inconsistent speeds. All connections Wired and WIFI, home phone has dropped out when on a call as this runs through router. Also some disturbance on some HD channels. Been having this issue for about the past month, usually would get about 210 download and 21 up(can see from speed test results below). Lately when I do a speed test only gets to about 100 and is very unstable and can get quiet high packet loss. Have had two years of no issues since we last had a technician visit to fix an issue.

Checked the status in area which states no issues so tested further and it came back stating there is an issue. Said to try again in 24 hours which was done, the same showed and it gave an option to book a tech

A Technician is booked to visit this Friday

Here is the router status information, can see a lot or Rs errors. What could the issue be? Why would this just happen of two years no issue at all with very consistent and stable broadband?

Any feedback/advice would be helpful.

Thanks

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	138750000	0.9	36	256 qam	1
2	146750000	1.2	36	256 qam	2
3	154750000	1.7	36	256 qam	3
4	162750000	1.2	35	256 qam	4
5	170750000	1	35	256 qam	5
6	178750000	0.7	36	256 qam	6
7	186750000	1	36	256 qam	7
8	194750000	1.2	36	256 qam	8
9	202750000	1.2	36	256 qam	9
10	210750000	1.4	36	256 qam	10
11	218750000	1.2	36	256 qam	11
12	226750000	1.2	36	256 qam	12
13	234750000	1.5	36	256 qam	13
14	242750000	1.2	36	256 qam	14
15	250750000	1.7	36	256 qam	15
16	258750000	2	36	256 qam	16
17	266750000	2.2	36	256 qam	17
18	274750000	2.5	37	256 qam	18
19	282750000	2.7	37	256 qam	19
20	290750000	2.5	37	256 qam	20
21	298750000	2.9	37	256 qam	21
22	306750000	3	37	256 qam	22
23	314750000	2.7	37	256 qam	23
24	322750000	3	37	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	36.3	17764729	16333500
2	Locked	36.3	13978745	2066028
3	Locked	36.3	24380669	11350929
4	Locked	35.7	23931929	21382949
5	Locked	35.7	3814174	1087453
6	Locked	36.6	21281257	13410532
7	Locked	36.6	18019612	5560473
8	Locked	36.3	2139556	115772
9	Locked	36.3	681686	58144
10	Locked	36.3	313712	28047
11	Locked	36.3	253173	15859
12	Locked	36.3	466039	19531
13	Locked	36.6	505810	21001
14	Locked	36.3	186290	7231
15	Locked	36.3	99993	3743
16	Locked	36.6	212910	16383
17	Locked	36.6	875128	64308
18	Locked	37.3	380046	43058
19	Locked	37.3	113449	1707
20	Locked	37.3	102173	1299
21	Locked	37.6	261660	34199
22	Locked	37.6	132805	21717
23	Locked	37.6	25511	34
24	Locked	37.6	51064	588

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	47.5	5120	64 qam	1
2	39400100	45.3	5120	64 qam	4
3	46200000	45.5	5120	64 qam	3
4	53699966	46.8	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	21	0
2	ATDMA	0	0	18	0
3	ATDMA	0	0	14	0
4	ATDMA	0	0	22	0

[jbrennand]

Dropping to 100 is often due to a failed ethernet cable - swap to a new Cat6a one - or the device's Network card had dropped from 1GB to 100Mbps - check in the settings.

Also.......Need to start from a clean sheet - 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, 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.

[Dan723]

Not sure what you mean when saying failed ethernet cable, as it is all connections, 2 on ethernet and all devices on WIFI as well. Also the phone which is through the router. Along with Tv signal disturbance on some channels

Have done what you mentioned regarding Hub. all cable connections are tight and correct. All looks good

Turned Hub back on and these are the stats, they have reset but already have post RS errors. What could the cause of this be and the solution?

Downstream bonded channels

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

1	138750000	1	36	256 qam	1
2	146750000	1.2	35	256 qam	2
3	154750000	1.7	36	256 qam	3
4	162750000	1	35	256 qam	4
5	170750000	1	35	256 qam	5
6	178750000	0.7	36	256 qam	6
7	186750000	1.2	36	256 qam	7
8	194750000	1.2	36	256 qam	8
9	202750000	1.2	36	256 qam	9
10	210750000	1.2	36	256 qam	10
11	218750000	1.2	36	256 qam	11
12	226750000	1.2	36	256 qam	12
13	234750000	1.5	36	256 qam	13
14	242750000	1.2	36	256 qam	14
15	250750000	1.7	36	256 qam	15
16	258750000	2	36	256 qam	16
17	266750000	1.9	37	256 qam	17
18	274750000	2.5	37	256 qam	18
19	282750000	3	37	256 qam	19
20	290750000	2.7	37	256 qam	20
21	298750000	3	37	256 qam	21
22	306750000	3	37	256 qam	22
23	314750000	2.9	37	256 qam	23
24	322750000	3	37	256 qam	24

Downstream bonded channels

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

1	Locked	36.3	5466	5844
2	Locked	35.7	5900	99
3	Locked	36.3	139	49
4	Locked	35.7	5696	18
5	Locked	35.7	1664	5
6	Locked	36.3	141	9
7	Locked	36.3	103	0
8	Locked	36.6	353	1
9	Locked	36.6	70	0
10	Locked	36.3	18	0
11	Locked	36.3	8	0
12	Locked	36.3	11	0
13	Locked	36.6	10	0
14	Locked	36.3	0	0
15	Locked	36.6	2	0
16	Locked	36.6	6	0
17	Locked	37.3	0	0
18	Locked	37.3	5	0
19	Locked	37.3	5	0
20	Locked	37.6	6	0
21	Locked	37.6	5	0
22	Locked	37.6	10	0
23	Locked	37.6	0	0
24	Locked	37.3	0	0

Upstream bonded channels

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

1	39400000	44.8	5120	64 qam	4
2	46200000	45.3	5120	64 qam	3
3	32600000	45.8	5120	64 qam	5
4	25800000	47.5	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[jbrennand]

Not looking good with PostRS errors on the low numbered channels usuall indicates noise from somewhere.

Are you in normal router mode or in modem mode?

What devices have you got connected to the Hub (router) on ethernet cables?

[Dan723]

In normal router mode

Virgin V6 Box, Mac, PS4, PS3

So far today have not had any drop outs and the speed has been above 200 and upload over 18 on recent speed test with no packet loss

Could the noise be at street level?

Stats from today

Downstream bonded channels

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

1	138750000	1.2	36	256 qam	1
2	146750000	1.4	35	256 qam	2
3	154750000	1.7	36	256 qam	3
4	162750000	1.2	35	256 qam	4
5	170750000	1	35	256 qam	5
6	178750000	0.7	36	256 qam	6
7	186750000	1	36	256 qam	7
8	194750000	1	36	256 qam	8
9	202750000	0.9	36	256 qam	9
10	210750000	0.9	36	256 qam	10
11	218750000	0.9	36	256 qam	11
12	226750000	0.7	36	256 qam	12
13	234750000	1.2	36	256 qam	13
14	242750000	1	36	256 qam	14
15	250750000	1.2	36	256 qam	15
16	258750000	1.5	36	256 qam	16
17	266750000	1.5	36	256 qam	17
18	274750000	1.9	36	256 qam	18
19	282750000	2.5	37	256 qam	19
20	290750000	2.2	37	256 qam	20
21	298750000	2.5	37	256 qam	21
22	306750000	2.7	37	256 qam	22
23	314750000	2.5	37	256 qam	23
24	322750000	2.5	37	256 qam	24

Downstream bonded channels

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

1	Locked	36.3	1274417	723355
2	Locked	35.7	381346	24071
3	Locked	36.3	97411	17872
4	Locked	35.7	104486	16139
5	Locked	35.7	84393	8376
6	Locked	36.3	72133	5654
7	Locked	36.3	52593	4194
8	Locked	36.6	26267	2330
9	Locked	36.6	21064	673
10	Locked	36.3	15706	42
11	Locked	36.3	8317	12
12	Locked	36.3	5602	5
13	Locked	36.6	4610	1
14	Locked	36.6	2993	1
15	Locked	36.3	2196	0
16	Locked	36.3	1485	0
17	Locked	36.6	761	0
18	Locked	36.6	405	0
19	Locked	37.3	228	0
20	Locked	37.3	216	0
21	Locked	37.3	188	13
22	Locked	37.3	130	0
23	Locked	37.6	234	0
24	Locked	37.3	201	0

Upstream bonded channels

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

1	39400010	43.5	5120	64 qam	4
2	46200000	43.8	5120	64 qam	3
3	32600000	44	5120	64 qam	5
4	25800000	44.5	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

[jbrennand]

A VM Forum member will take a look when they get here in a day or so

[Reece_MH]

Hi @Dan723,

Thanks for posting, and welcome back to the Forums!

I'm really sorry to hear, and see that you're facing problems with your service. I've taken a look on our side, and can see a few issues in regards to your services being out of specification, and showing packet loss and lower than expected speeds.

I can see a Technician is already booked to come and resolve this for you. Please let us know how things go, or if you need any further assistance.

Cheers,