Virgin Media Community

[S7771]

Hi Paulina,

Many thanks for your reply and your helpful advice.

To answer some of your questions.

• The packet loss is detected at a router level so it affects both wireless and wired devices.
• I have previously ran connection tests and they dont reveal anything.
• Yes, my SuperHub is in Modem mode as i use my own router.

I would like to avoid switching the SuperHub back to router mode as it will wreck havoc on my home network devices. Besides, from the logs its quite clear it is something upsteam of the modem and not my router? See the SuperHub log entry below and packet loss detected on my PFSENSE box and BQM.(note that the time on superhub is 1 hour behind)

21/06/2021 03:15:25	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 02:58:24	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

I've also seen T3 timeouts since clearing them on Friday as suggested by @iotharmat

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	2	0
4	ATDMA	0	0	1	0

Hope anyone can advise. Thanks.

[Paulina_Z]

Hi @S7771,

Thank you for getting back to us and for providing further information.

I understand that this is a frustrating process, however, I cannot see any power level issues on our live system.

In order to have this issue looked at further, I would advise you switch over to router mode for the next 24 hours after which we can run further checks and diagnostics on our systems. 

We cannot run accurate tests on a Modem Mode connection unfortunately as our systems do not support third party equipment.

Thank you.

[S7771]

Ok, i have switched to routing via the SuperHub 😞

Can i kindly point out that this is a intermittent issue. I shall leave it for 24H and then switch back as soon as i can.

Thanks.

[Paulina_Z]

Hi @S7771,

Thank you for keeping me updated on this issue.

Please get back to us after the 24 hours have passed and I will be able to run some further tests on your equipment.

Please keep the equipment in router mode while we check your connection to ensure the best result.

Thank you!

[S7771]

Hi Paulina,

I have left it in router mode over night and the issue still persists, if not worse. If you look at the BQM the moment i switch to the SuperHub i get higher min/max/avg pings.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/545ab7f4d0128bbdb98c026b285669df07582bce

I have also seen T3 timeouts and PastRS errors. Clearly the issue still occurs. Whilst still in router mode can you please carry out your advanced level tests and please arrange for a engineer to visit. I wish to switch back to my own router ASAP.

Downstream bonded channels

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

1	331000000	5	40	256 qam	25
2	267000000	2.5	40	256 qam	17
3	275000000	2.5	40	256 qam	18
4	283000000	3.9	40	256 qam	19
5	291000000	4.5	40	256 qam	20
6	299000000	4.9	40	256 qam	21
7	307000000	5	40	256 qam	22
8	315000000	4.9	40	256 qam	23
9	323000000	4.9	40	256 qam	24
10	339000000	5.1	40	256 qam	26
11	347000000	4.9	40	256 qam	27
12	355000000	5	40	256 qam	28
13	363000000	5.1	40	256 qam	29
14	371000000	5.3	40	256 qam	30
15	379000000	4.8	40	256 qam	31
16	387000000	4.6	43	256 qam	32
17	395000000	4.1	40	256 qam	33
18	403000000	3.7	40	256 qam	34
19	411000000	3.2	40	256 qam	35
20	419000000	3.5	40	256 qam	36
21	427000000	3.5	40	256 qam	37
22	435000000	3.5	40	256 qam	38
23	443000000	3.4	40	256 qam	39
24	451000000	3.5	40	256 qam	40

Downstream bonded channels

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

1	Locked	40.9	8	0
2	Locked	40.3	11	0
3	Locked	40.3	6	0
4	Locked	40.3	8	0
5	Locked	40.9	7	0
6	Locked	40.9	10	0
7	Locked	40.9	7	0
8	Locked	40.3	11	0
9	Locked	40.9	10	0
10	Locked	40.9	7	0
11	Locked	40.9	10	0
12	Locked	40.3	19	0
13	Locked	40.9	14	9
14	Locked	40.9	19	6
15	Locked	40.9	16	0
16	Locked	43.3	11	0
17	Locked	40.9	30	0
18	Locked	40.3	25	0
19	Locked	40.9	28	0
20	Locked	40.9	9	0
21	Locked	40.9	14	0
22	Locked	40.9	18	0
23	Locked	40.9	25	0
24	Locked	40.3	12	0

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Regards,

[Gareth_L]

Hello S7771

Thankyou very much for that reply 

I have had a look and I think its best that we arranged for an engineer to come 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_

[S7771]

Just for record keeping. Since i rebooted Yesterday the number of postRS errors have increased a lot.

Downstream bonded channels

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

1	Locked	40.9	194	324
2	Locked	40.9	438	330
3	Locked	40.3	422	303
4	Locked	40.3	321	316
5	Locked	40.9	258	298
6	Locked	40.9	281	339
7	Locked	40.9	250	374
8	Locked	40.9	227	292
9	Locked	40.9	204	373
10	Locked	40.9	211	355
11	Locked	40.3	197	289
12	Locked	40.9	219	274
13	Locked	40.9	179	518
14	Locked	40.3	191	345
15	Locked	40.9	187	423
16	Locked	40.9	166	428
17	Locked	40.9	214	481
18	Locked	40.9	170	378
19	Locked	40.9	160	352
20	Locked	40.9	137	595
21	Locked	40.9	133	523
22	Locked	40.3	156	383
23	Locked	40.9	127	326
24	Locked	40.3	107	470

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	6	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	1	0

Network Log

Time Priority Description

22/06/2021 23:02:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 22:07:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 21:48:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 21:47:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 21:28:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 21:18:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 21:18:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 20:35:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 16:28:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Looks like there is definitely an upstream problem! That many T3's is bad!

[Gareth_L]

Hi S7771. 

Looking forward to seeing what happens with the Visit on Friday 

Gareth_L

[S7771]

Hi all,

UPDATE: The Virgin Media engineer came out today and noted the T3 errors. He said the box junction box outside my house had a connector in there that was very old, it was replaced. He also said that in the main cabinet, a connector in there that needed replacing.. Back online now. Will monitor pings and T3 errors.