cancel
Showing results for 
Search instead for 
Did you mean: 

Connection Dropping - High Latency - Pre & Post RS Errors

CJBoyd
Tuning in

Issue: I have been experiencing regular drop outs, high latency & slow speed for weeks if not months now and nothing ever gets resolved. Off-shore phone support is useless and have said "we will monitor for 30 days and get back to you" I WFH and can't be dropping off all day long. I received an email today saying they are sending out a new router which I believe is just a "I have no idea what I am doing, have some new equiptment"

Set-up: VM Hub 5 (1Gig Package)(Modem Mode) ---> Unifi UDM-Pro

Troubleshooting already carried out:
✔️ Restarted router
✔️ Checked connection into router is tight
✔️ Checked connection into outside wall box is tight
✔️ Factory restored router and set-up again

I will post my VM Hub Network logs below. This was restarted @ 14:30 30/08/2023 so the errors are new.

8 REPLIES 8

CJBoyd
Tuning in

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13710000003.341QAM 25630
21390000005.940QAM 2561
31470000005.740QAM 2562
41550000005.640QAM 2563
51630000005.540QAM 2564
61710000005.440QAM 2565
71790000005.240QAM 2566
81870000005.140QAM 2567
91950000005.140QAM 2568
102030000004.940QAM 2569
112110000004.940QAM 25610
122190000004.540QAM 25611
13227000000440QAM 25612
142350000003.840QAM 25613
152430000003.840QAM 25614
162510000003.941QAM 25615
172590000003.840QAM 25616
182670000003.740QAM 25617
192750000003.740QAM 25618
202830000003.940QAM 25619
21291000000440QAM 25620
222990000003.941QAM 25621
233070000003.841QAM 25622
243150000003.841QAM 25623
253230000003.941QAM 25624
263310000003.841QAM 25625
273390000003.940QAM 25626
283470000003.841QAM 25627
293550000003.841QAM 25628
303630000003.641QAM 25629
313790000003.241QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4129194832
2Locked4020433129
3Locked4044297787
4Locked40624010876
5Locked401937833554
6Locked40536310230
7Locked4044608301
8Locked4033735436
9Locked4020633268
10Locked40613010912
11Locked4042477263
12Locked40680411232
13Locked401239519526
14Locked4051758986
15Locked4021123847
16Locked4136898002
17Locked4023833769
18Locked4023843761
19Locked4055018932
20Locked4023763830
21Locked4022243899
22Locked4187121
23Locked4126993999
24Locked4130154294
25Locked4133786225
26Locked41830112429
27Locked40676112786
28Locked4147268127
29Locked4127484075
30Locked41342568
31Locked411569527458

CJBoyd
Tuning in

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000047.35120QAM 641
14310000047.35120QAM 642
23660000046.85120QAM 643
330100000475120QAM 644
42360000046.85120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA02800
1ATDMA02800
2ATDMA02800
3ATDMA02800
4ATDMA02800

CJBoyd
Tuning in

Network Log

Time Priority Description
30-08-2023 16:24:58warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:58noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:54noticeREGISTRATION COMPLETE - Waiting for Operational status
30-08-2023 16:24:47warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:47warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:47warningDynamic Range Window violation
30-08-2023 16:24:47warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:47warningDynamic Range Window violation
30-08-2023 16:24:47warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:47warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:47warningDynamic Range Window violation
30-08-2023 16:24:47warningDynamic Range Window violation
30-08-2023 16:24:47warningDynamic Range Window violation
30-08-2023 16:24:47warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:42noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:41noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:39warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:37noticeHonoring MDD; IP provisioning mode = IPv4
30-08-2023 16:24:23criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:19criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:19criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:24:05criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:23:55criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:22:05noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:21:32noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:21:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:21:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:21:23noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:21:23warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:20:59noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:20:59warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-08-2023 16:20:56noticeREGISTRATION COMPLETE - Waiting for Operational status

CJBoyd
Tuning in

This is a screenshot of logs from my UDM Pro Router

CJBoyd_0-1693403521459.png

 

CJBoyd
Tuning in

Attaching a link to the BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a7f2f87667974a1b58d3afade8abf0bcc142ee3f

 This is a little under 24 hours of monitoring:

CJBoyd_0-1693469026220.png

Hi @CJBoyd 

Thanks for posting and welcome back to the community. 

Sorry to hear of the broadband issues. You are affected by an SNR issue (signal to noise ratio). F010907457 - fault reference.

The estimated fix date is the 6th September 2023. Please monitor the connection after this time and report back any issues.

Best wishes.

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

Thanks for the response!

Is this an area issue then? Or something isolated to my property?

Thanks, Conor

Hi @CJBoyd / Conor.

Thanks for coming back to the thread.

The SNR issue was closed as resolved today. I do hope everything is therefore resolved for you but do let us know if you need further assistance.

Best wishes.

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