CF23 Internet stability and packet loss

[RedDragonTaff]

Hi,

I am at the end of my tether.  Since the 14 Sept 20 the VM network has really gone bad.  Even today this is still ongoing.  All other levels of communication Facebook, Customer Support 150/151 has fallen on deaf ears.

So tonight here's what I see on the Hub:

Network Log:
27/09/2020 21:35:13 GMT 27/09/2020 21:35:13 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:34:59 GMT 27/09/2020 21:34:59 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:34:37 GMT 27/09/2020 21:34:37 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:34:19 GMT 27/09/2020 21:34:19 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:34:00 GMT 27/09/2020 21:34:00 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:33:39 GMT 27/09/2020 21:33:39 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:33:20 GMT 27/09/2020 21:33:20 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:33:00 GMT 27/09/2020 21:33:00 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:32:40 GMT 27/09/2020 21:32:40 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:32:20 GMT 27/09/2020 21:32:20 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:32:01 GMT 27/09/2020 21:32:01 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:31:44 GMT 27/09/2020 21:31:44 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:31:21 GMT 27/09/2020 21:31:21 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:31:13 GMT 27/09/2020 21:31:13 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:31:03 GMT 27/09/2020 21:31:03 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:30:27 GMT 27/09/2020 21:30:27 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:30:18 GMT 27/09/2020 21:30:18 GMT Error (4) 68010302 DHCP WAN IP - removed
27/09/2020 21:30:04 GMT 27/09/2020 21:30:04 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:29:45 GMT 27/09/2020 21:29:45 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:29:38 GMT 27/09/2020 21:29:38 GMT Warning (5) 84020200 Lost MDD Timeout

Downstream:
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 139000000 147000000 155000000 163000000 N/A 179000000 187000000 195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Unlocked Locked Locked Locked
Channel ID 1 2 3 4 N/A 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM Unknown 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 N/A 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 N/A I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) -2.30 -2.44 -2.64 -2.56 N/A -2.69 -2.95 -2.87
RxMER (dB) 36.84 37.09 36.84 36.84 N/A 38.26 38.26 36.39
Pre RS Errors 327 319 297 276 N/A 295 302 966
Post RS Errors 289 287 297 275 N/A 295 302 966

Upstream:
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 1 4 2 3
Frequency (Hz) 60300000 39400000 53700000 46200000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 46.50 45.50 46.00 45.75
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

Upstream Burst:
Req
(1) Init Maint
(3) Per Maint
(4) Adv Short
(9) Adv Long
(10) Adv UGS
(11)
Modulation Type 16QAM QPSK 16QAM 64QAM 64QAM 16QAM
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 56 640 384 104 104 104
Preamble Value Offset 652 0 0 716 716 716
FEC Error Correction (T) 0 5 5 10 16 5
FEC Codeword Information Bytes (K) 16 34 34 81 223 86
Maximum Burst Size 0 0 0 3 255 255
Guard Time Size 8 48 48 8 8 8
Last Codeword Length Fixed Fixed Fixed Shortened Shortened Shortened
Scrambler On/Off ON ON ON ON ON ON

Attached is the BQM graphs daily since 14th Sept.  Can someone initiate an investigation please?

Thanks

AL

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[RedDragonTaff]

Morning its Wed 16th June and thought I'd share the early hours of the network stability prior to the engineers visit.

BQM:

Not much in the way of Router network log entries since my last post and nothing reported today unlike what you can see in the above BQM graph with the outage just after 2am.

Network Log

Time Priority Description

15/06/2021 22:15:8

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channels

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

1	32599984	46.5	5120	32 qam	5
2	53700000	48	5120	64 qam	2
3	39400000	47	5120	32 qam	4
4	46200054	47.5	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

But clearly Upstream still has problems.

Downstream bonded channels

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

1	203000000	3.5	40	256 qam	9
2	211000000	3.2	40	256 qam	10
3	219000000	3	40	256 qam	11
4	227000000	2.9	40	256 qam	12
5	235000000	2.9	40	256 qam	13
6	243000000	2.7	40	256 qam	14
7	251000000	2.9	40	256 qam	15
8	259000000	2.5	40	256 qam	16
9	267000000	2.5	40	256 qam	17
10	275000000	1.9	40	256 qam	18
11	283000000	2.5	40	256 qam	19
12	291000000	3.5	40	256 qam	20
13	299000000	3.7	40	256 qam	21
14	307000000	4	40	256 qam	22
15	315000000	4	40	256 qam	23
16	323000000	4.3	40	256 qam	24
17	331000000	4.3	40	256 qam	25
18	371000000	4.5	40	256 qam	26
19	379000000	4.5	40	256 qam	27
20	387000000	3.7	40	256 qam	28
21	395000000	3	40	256 qam	29
22	403000000	2.7	40	256 qam	30
23	411000000	3	40	256 qam	31
24	419000000	3	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	0	0
2	Locked	40.3	4	0
3	Locked	40.3	4	0
4	Locked	40.3	5	0
5	Locked	40.3	5	0
6	Locked	40.3	5	0
7	Locked	40.3	0	0
8	Locked	40.9	5	0
9	Locked	40.3	7	0
10	Locked	40.9	11	0
11	Locked	38.9	0	0
12	Locked	40.3	6	0
13	Locked	40.3	0	0
14	Locked	40.3	5	0
15	Locked	40.3	17	0
16	Locked	40.3	4	0
17	Locked	40.3	5	0
18	Locked	40.3	0	0
19	Locked	40.9	0	0
20	Locked	40.9	0	0
21	Locked	40.3	0	0
22	Locked	40.3	0	0
23	Locked	40.3	6	0
24	Locked	40.3	5	0

[Zak_M]

Thank you for keeping us updated @RedDragonTaff.

Please do let us know how things get on with the engineer. 

Kind regards,

Zak_M

[RedDragonTaff]

The engineer this morning has just finished.  I think this engineer has been very through and where no other engineer has done before looked to investigate the various inter connections from the cabinet to the SH3.  From what I could see on-site was a change to all physical connectors inside the external junction box, and to the rear of the SH3, a change to the splitter (I have broadband and tv).  He also tweaked the power levels in the cabinet for more power.

Finally an attenuator was installed to the SH3 as the signal power was too strong detected by his diagnostic app on the phone.

All working for now.  Let’s wait a few days to see if it settles and whether the T3 timeouts have disappeared.

AL

[Laurie_C]

Hi RedDragonTaff,

Glad to hear that the engineer appointment went well! Please keep us updated on how your connection is looking moving forwards!

Kind regards,

Laurie

[RedDragonTaff]

So now that over 24 hours has past since my engineers visit.  Lets compare a before and after day of the engineers visit:

Tue 15th June (24 hours before engineers visit):

Thu 17th June (24 hours after the engineers visit):

Sort the difference?  Any *real* improvement.  I haven't noticed.  Now that was a complete waste of time and messed up my setup with some unfortunate new botched wiring/splitter choices.

Looking incompetent VirginMedia, that would be a massive yes.  I guess you can change the Super Hub again, or is the answer change your internet provider like BT Fibre to the home?

[RedDragonTaff]

Logs are uninteresting (only show the outage as the engineer was working on it):

Network Log

Time Priority Description

16/06/2021 12:03:37	critical	No Ranging Response received - T3 time-out;CM-MAC=*;CMTS-MAC=0*;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 10:06:15	notice	LAN login Success;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:56:40	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:56:34	Warning!	Lost MDD Timeout;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:56:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:56:31	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:56:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:56:30	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:52:8	notice	LAN login Success;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:51:39	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channels

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

1	32600000	48.8	5120	32 qam	5
2	53700000	49.8	5120	64 qam	2
3	39400000	49	5120	32 qam	4
4	46200000	49.3	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	0	0
4	ATDMA	0	0	0	0

Downstream bonded channels

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

1	203000000	1.9	40	256 qam	9
2	211000000	1.7	40	256 qam	10
3	219000000	1.7	40	256 qam	11
4	227000000	1.5	40	256 qam	12
5	235000000	1.5	40	256 qam	13
6	243000000	1.5	40	256 qam	14
7	251000000	1.5	40	256 qam	15
8	259000000	1.4	40	256 qam	16
9	267000000	0.9	40	256 qam	17
10	275000000	0	40	256 qam	18
11	283000000	2.2	40	256 qam	19
12	291000000	2.7	40	256 qam	20
13	299000000	2.7	40	256 qam	21
14	307000000	3	40	256 qam	22
15	315000000	3	40	256 qam	23
16	323000000	3.2	40	256 qam	24
17	331000000	3.2	40	256 qam	25
18	371000000	3.9	40	256 qam	26
19	379000000	4.1	40	256 qam	27
20	387000000	2.4	40	256 qam	28
21	395000000	1.5	40	256 qam	29
22	403000000	2	40	256 qam	30
23	411000000	2.2	40	256 qam	31
24	419000000	2.2	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	5	0
2	Locked	40.9	4	0
3	Locked	40.3	4	0
4	Locked	40.3	6	0
5	Locked	40.3	5	0
6	Locked	40.3	0	0
7	Locked	40.3	5	0
8	Locked	40.3	0	0
9	Locked	40.3	6	0
10	Locked	40.3	0	0
11	Locked	40.3	0	0
12	Locked	40.3	5	0
13	Locked	40.3	4	0
14	Locked	40.3	5	0
15	Locked	40.3	0	0
16	Locked	40.9	5	0
17	Locked	40.9	0	0
18	Locked	40.3	0	0
19	Locked	40.3	0	0
20	Locked	40.3	1	0
21	Locked	40.3	0	0
22	Locked	40.3	5	0
23	Locked	40.3	5	0
24	Locked	40.9	5	0

I really don't know what to say OR what to do.

AL

[Sasha_W]

Hi @RedDragonTaff, 

Thanks for keeping u updated regarding the engineer visit and sorry to hear this hasn't improved anything. 

At this current moment, I do want you to monitor it over the weekend just to see if there are any changes or if it has gotten worse, and if it has, we can take a further loo into this 

I do appreciate this isn't ideal, but we do want to just monitor it for you. 

Would you mind posting back here on Monday with all the results so we can take a further look. 

Thanks 

[RedDragonTaff]

Over 2 days after the engineers visit with refitting coax connectors and splitter and level tweak:

Logs didn't show all disconnections but only @18/06/2021 15:36:29.  What about the five that happened earlier that day and the 1 after that?  They seem significant on BQM to warrant some listing in the Network log but none, why is that anyone?

Network Log

Time Priority Description

19/06/2021 07:46:47	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 15:36:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 14:47:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 12:03:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

The 16th was the day of the Engineer at 10am approx.  17th was Thursday logs (24Hours).  These logs are for 18th are Fridays performance (48Hours).  Looking at 19th so far on BQM its still as unreliable as it was prior to the engineers visit.

[RedDragonTaff]

Upstream bonded channels

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

1	32600166	49.3	5120	64 qam	5
2	53700000	50.3	5120	64 qam	2
3	39400000	49.3	5120	32 qam	4
4	46199668	49.5	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	0	0
4	ATDMA	0	0	0	0

Downstream bonded channels

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

1	203000000	1.7	40	256 qam	9
2	211000000	1.5	40	256 qam	10
3	219000000	1.5	40	256 qam	11
4	227000000	1.2	40	256 qam	12
5	235000000	1.4	40	256 qam	13
6	243000000	1.4	40	256 qam	14
7	251000000	1.5	40	256 qam	15
8	259000000	1.2	40	256 qam	16
9	267000000	0.9	40	256 qam	17
10	275000000	0	40	256 qam	18
11	283000000	1.9	40	256 qam	19
12	291000000	2.5	40	256 qam	20
13	299000000	2.7	40	256 qam	21
14	307000000	2.9	40	256 qam	22
15	315000000	3	40	256 qam	23
16	323000000	3.2	40	256 qam	24
17	331000000	3.2	40	256 qam	25
18	371000000	3.9	40	256 qam	26
19	379000000	4	40	256 qam	27
20	387000000	2.7	40	256 qam	28
21	395000000	1.5	40	256 qam	29
22	403000000	1.9	40	256 qam	30
23	411000000	2.2	40	256 qam	31
24	419000000	2.2	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	5	0
2	Locked	40.3	3	0
3	Locked	40.9	7	0
4	Locked	40.3	4	0
5	Locked	40.3	5	0
6	Locked	40.3	4	0
7	Locked	40.3	5	0
8	Locked	40.3	7	0
9	Locked	40.3	10	0
10	Locked	40.3	0	0
11	Locked	40.3	5	0
12	Locked	40.9	4	0
13	Locked	40.3	5	0
14	Locked	40.3	5	0
15	Locked	40.3	2	0
16	Locked	40.3	6	0
17	Locked	40.3	5	0
18	Locked	40.3	0	0
19	Locked	40.3	0	0
20	Locked	40.3	6	0
21	Locked	40.3	0	0
22	Locked	40.3	6	0
23	Locked	40.9	5	0
24	Locked	40.3	5	0

One quick observation, even though the power levels were tweaked (increased at the cabinet) by the engineer the Downstream seems to have regulated them to avg 1.5dB.  Where as if you look at the logs/Power levels they were around the 3-4dB average.

Anything there to point to a problem VM people some auto regulation/downgrade?

[RedDragonTaff]

BTW, just for reference engineer left the premises with good power levels and consequently more stable (not without some packet loss) for the remaining hours of that day.  After midnight I guess the cabinet turned into a pumpkin and the service when to mush.

Is there a Prince Charming with the glass slipper able to restore that better connection?  Or is Prince Charming actually called BT Fibre to the home???