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]

Day 3 post engineer's visit.

As expected not much in the way for Network logs:

Network Log

Time Priority Description

19/06/2021 09:02:13

critical

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

No one from VM or otherwise has explained why these network issues don't all get registered on the routers logs?

[RedDragonTaff]

Again Upstream/Downstream logs are uninteresting since they are all reset back to zero after the router reboots itself:

Upstream bonded channels

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

1	32600003	49.3	5120	64 qam	5
2	53700000	50.3	5120	64 qam	2
3	39400000	49.3	5120	64 qam	4
4	46200000	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	1.4	40	256 qam	9
2	211000000	1.2	40	256 qam	10
3	219000000	1	40	256 qam	11
4	227000000	1	40	256 qam	12
5	235000000	1	40	256 qam	13
6	243000000	0.9	40	256 qam	14
7	251000000	1	40	256 qam	15
8	259000000	1	40	256 qam	16
9	267000000	1	40	256 qam	17
10	275000000	1	40	256 qam	18
11	283000000	1.4	40	256 qam	19
12	291000000	1.5	40	256 qam	20
13	299000000	2	40	256 qam	21
14	307000000	2.4	40	256 qam	22
15	315000000	2.5	40	256 qam	23
16	323000000	2.7	40	256 qam	24
17	331000000	2.7	40	256 qam	25
18	371000000	2.9	40	256 qam	26
19	379000000	2.7	40	256 qam	27
20	387000000	2.2	40	256 qam	28
21	395000000	2.2	40	256 qam	29
22	403000000	2.2	40	256 qam	30
23	411000000	2.2	40	256 qam	31
24	419000000	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	6	0
3	Locked	40.3	5	0
4	Locked	40.3	5	0
5	Locked	40.9	5	0
6	Locked	40.3	6	0
7	Locked	40.9	6	0
8	Locked	40.9	6	0
9	Locked	40.3	5	0
10	Locked	40.3	4	0
11	Locked	40.3	5	0
12	Locked	40.9	6	0
13	Locked	40.3	6	0
14	Locked	40.3	19	0
15	Locked	40.3	20	0
16	Locked	40.9	8	0
17	Locked	40.3	0	0
18	Locked	40.3	0	0
19	Locked	40.3	5	0
20	Locked	40.3	5	0
21	Locked	40.3	6	0
22	Locked	40.9	4	0
23	Locked	40.9	5	0
24	Locked	40.3	5	0

[RedDragonTaff]

NOTE to VM:  This is getting very boring now and I am sure I am getting boring to you and that my pain in using your services is not important to your list of things to do.

At some point enough is enough right!

[RedDragonTaff]

Note that I will be posting Day 4 (20th June) tomorrow. Its not looking any better with 5 router reboots / major packet loss on BQM already and its only 10:47am. Happy Farther's Day!

[RedDragonTaff]

Day 4 post engineers visit:

Nothing new in the Network logs since my earlier post.

Network Log

Time Priority Description

19/06/2021 09:02:13

critical

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

[RedDragonTaff]

1Upstream bonded channels

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

1	32600000	49	5120	64 qam	5
2	53700000	50.3	5120	64 qam	2
3	39400000	49.3	5120	64 qam	4
4	46200000	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	2	0
4	ATDMA	0	0	0	0

Downstream bonded channels

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

1	203000000	1.2	40	256 qam	9
2	211000000	1	40	256 qam	10
3	219000000	1	40	256 qam	11
4	227000000	0.9	40	256 qam	12
5	235000000	0.9	40	256 qam	13
6	243000000	1	40	256 qam	14
7	251000000	1	40	256 qam	15
8	259000000	0.7	40	256 qam	16
9	267000000	0.5	40	256 qam	17
10	275000000	0	40	256 qam	18
11	283000000	1.4	40	256 qam	19
12	291000000	1.9	40	256 qam	20
13	299000000	2.2	40	256 qam	21
14	307000000	2.4	40	256 qam	22
15	315000000	2.5	40	256 qam	23
16	323000000	2.7	40	256 qam	24
17	331000000	2.7	40	256 qam	25
18	371000000	3.4	40	256 qam	26
19	379000000	3.2	40	256 qam	27
20	387000000	2.2	40	256 qam	28
21	395000000	1.5	40	256 qam	29
22	403000000	1.7	40	256 qam	30
23	411000000	1.9	40	256 qam	31
24	419000000	1.9	40	256 qam	32

Downstream bonded channels

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

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

[Martin_N]

Hi RedDragonTaff,

Thank you for continually keeping us updated. 

I can see this has been ongoing for you and we can certainly appreciate your frustration with this. 

Just to confirm when the last engineer visit took place was all the service working prior to them leaving the property?

^Martin

[RedDragonTaff]

Hi @Martin_N,

To answer your question, yes the engineer left with a working broadband and it stayed much better than it has been recently and I posted the BQM in this response here: Re: CF23 Internet stability and packet loss.

I don't have the logs to prove that the Downstream power levels (dBmV) but they mostly sat at around 4-5 dBmV for the rest that day.  Over these past handful of days the Downstream Power has been reduced to 0-3 dBmV.  So it seems Virginmedia has somehow undone some of his work.

Why?

[Martin_N]

I can assure you we haven't undone any work. We have checked over our side and nothing seems to be showing as to what could affect this. 

^Martin

[RedDragonTaff]

@Martin_N, where do we go from here?