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Daily disconnections

Hi,

I have been doing my best to read up and understand all the router stats but I am at my limit of understanding and would be great if someone could give me some advise? I have read through countless examples of the same kind of issue in an attempt to diagnose my problem but have come up short. I like most others have had no help from support who do seem to understand the very basics and just run through wifi diagnostics despite me explaining that this has nothing to do with wifi. Like a huge number I wfh so this is a major issue to the point where I may need to switch back to BT but want to give this one final go.

I have Virgin broadband install a month ago (month today in fact, happy anniversary eh) and I have been having multiple daily disconnects which last from a couple of minutes up to an hour. I had an engineer come out 2 days ago who said my upstream was too high which was at 5.2 (dBmV) which from what I have read is too high. He moved my line to a different tap on the box and installed a forward path attenuator 10 dB which has reduced my upstream power to around 3.4 to 3.6 across 4 channels. Even with this change I am still getting multiple outages a day which sometimes resolve themselves or I have to remove the attenuator and reconnect it as the downstream power number range from -9 to +4 which is from my understanding is completly out of whack. When I do that it typically gets my stats to their consistent ranges.

I have been following all the advise from other posts and been running a BQM and keeping a copy of different stats over time. The router stats below are a fair reflection of what they are 95% of the time (except when I have an outage where they go haywire)

tldr;

Multiple daily outages of broadband connection.

Hub 3 running in modem mode.

forward path attenuator 10 dB attached

380 mbps connection

Router : Orbi RBR50

Box light: Purple

Downstream bonded channels

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

12270000002.738256 qam12
21390000004.538256 qam1
3147000000438256 qam2
4155000000440256 qam3
51630000003.940256 qam4
61710000004.138256 qam5
71790000004.140256 qam6
81870000004.338256 qam7
9195000000440256 qam8
102030000003.538256 qam9
112110000003.238256 qam10
12219000000340256 qam11
132350000002.738256 qam13
142430000002.438256 qam14
152510000002.538256 qam15
162590000002.738256 qam16
17267000000338256 qam17
182750000003.240256 qam18
19283000000340256 qam19
202910000003.240256 qam20
212990000003.238256 qam21
223070000003.440256 qam22
233150000003.540256 qam23
243230000003.540256 qam24



Downstream bonded channels

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

1Locked38.9481115774
2Locked38.61451112892
3Locked38.92236813998
4Locked40.3516112592
5Locked40.3112719194
6Locked38.9714711858
7Locked40.3470610525
8Locked38.9524911205
9Locked40.3807016440
10Locked38.9802611894
11Locked38.6984510366
12Locked40.3482113297
13Locked38.9457111349
14Locked38.6429810393
15Locked38.9433510038
16Locked38.945529827
17Locked38.9466712954
18Locked40.3475211232
19Locked40.9490811280
20Locked40.3452410388
21Locked38.9401410181
22Locked40.9379210669
23Locked40.343869941
24Locked40.9502010147

 

Upstream bonded channels

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

1462000093.375512064 qam3
2394000143.375512064 qam4
3536999963.525512064 qam2
4603000073.525512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

MY BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4ef1762570be428ca35dabb6a7edae0be4ccc41d-28-08-2020

 

Any help would be greatly appreciated!

Thanks

Seb

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Re: Daily disconnections

My Logs:

 

TimePriorityDescription

28/08/2020 08:13:55

Warning!

RCS Partial Service;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 08:13:55

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 08:13:51

Warning!

RCS Partial Service;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 08:13:47

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 05:33:26

critical

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

27/08/2020 23:57:38

Warning!

Lost MDD Timeout;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:57:33

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:57:33

Warning!

RCS Partial Service;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:57:33

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:57:33

Warning!

RCS Partial Service;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:53:3

critical

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

27/08/2020 23:52:4

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;

27/08/2020 23:51:42

Warning!

RCS Partial Service;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:51:31

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;

27/08/2020 23:51:12

Warning!

Lost MDD Timeout;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:51:7

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:51:7

Warning!

RCS Partial Service;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:51:7

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:51:1

Warning!

RCS Partial Service;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

27/08/2020 23:51:1

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=#######;CMTS-MAC=#######;CM-QOS=1.1;CM-VER=3.0;

 

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Message 3 of 37
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Re: Daily disconnections

We just had another outage and I can see the power on upstream and downstream have completely changed. The Downstream have gone into the negative and there is a greater than 3 difference between the top and bottom power. The Upstream has also gone up to 5.1.

I dont understand what is going on to cause such variations in the powers ratings. I have posted below the ratings. This is after a full reset so the error count should have reset as well.

Downstream bonded channels

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

1227000000-5.538256 qam12
2139000000-8.437256 qam1
3147000000-8.237256 qam2
4155000000-7.737256 qam3
5163000000-7.238256 qam4
6171000000-638256 qam5
7179000000-5.438256 qam6
8187000000-538256 qam7
9195000000-5.238256 qam8
10203000000-5.538256 qam9
11211000000-5.238256 qam10
12219000000-5.538256 qam11
13235000000-4.938256 qam13
14243000000-4.538256 qam14
15251000000-4.538256 qam15
16259000000-4.538256 qam16
17267000000-4.438256 qam17
18275000000-438256 qam18
19283000000-3.538256 qam19
20291000000-2.738256 qam20
21299000000-2.538256 qam21
22307000000-2.940256 qam22
23315000000-338256 qam23
24323000000-3.240256 qam24



Downstream bonded channels

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

1Locked38.600
2Locked37.350
3Locked37.660
4Locked37.6150
5Locked38.620
6Locked38.660
7Locked38.690
8Locked38.650
9Locked38.950
10Locked38.960
11Locked38.6110
12Locked38.6100
13Locked38.650
14Locked38.960
15Locked38.960
16Locked38.900
17Locked38.660
18Locked38.950
19Locked38.900
20Locked38.930
21Locked38.900
22Locked40.340
23Locked38.900
24Locked40.300

Upstream bonded channels

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

1462000003.375512064 qam3
2394000003.375512064 qam4
3537000263.375512064 qam2
4603000123.525512064 qam1

 

 

28/08/2020 12:18:27

Warning!

RCS Partial Service;CM-MAC=##########CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 12:16:6

critical

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

28/08/2020 12:15:46

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##########CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 12:15:13

Warning!

RCS Partial Service;CM-MAC=##########CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 12:14:53

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;

28/08/2020 12:13:28

Warning!

RCS Partial Service;CM-MAC=##########CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 12:13:0

critical

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

28/08/2020 12:13:0

Warning!

RCS Partial Service;CM-MAC=##########CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 12:12:37

critical

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

28/08/2020 12:12:24

Warning!

RCS Partial Service;CM-MAC=##########CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 12:12:24

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##########CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

28/08/2020 08:13:55

Warning!

RCS Partial Service;CM-MAC=##########CMTS-MAC=############;CM-QOS=1.1;CM-VER=3.0;

 

Anyone got any ideas what's happening here?

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Re: Daily disconnections

You have misread the Up data - the power levels are all in range. However, your BQM is bad and the down powers are too low on several channels. You definitely need a Tech visit to try and sort it out.

A VM person will pick this up here in a day or two and offer to help by PM - and/or try calling it out - they "should" spot the issue when they look at the Hub data.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Daily disconnections

Thanks very much for looking at my stats John. The out of range low downstream is directly after a disconnect it then returns to my original posted power levels which are all positive after about 10 to 20 mins. Any idea why the would change so dramatically? I only ask as if an engineer comes out and the levels are as they appear when its behaving they may say theres nothing wrong. Thanks again for taking you time to look at this.

Seb

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Re: Daily disconnections

Not really - above my pay grade 🙂

But the Tech should see there is something wrong and try to sort it - the logs are showing problems and the BQM confirms this. Have that to hand when the visit occurs so they can see the disconnects tie into what the logs are reporting.

Whilst waiting for that I would try a pinhole reset as per below.

---
Note that a pinhole reset on a Hub3 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed ! If its not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT restart the Hub after that. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one).

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Daily disconnections

Haha thanks John. 

Out of interest do the original number i posted before the outage look ok? 

Thanks again for taking the time tohelp me out. Ill follow your reset steps and see how I go. Now to try and convince them to send me an engineer as last time i took an hour and a half speaking to someone who finally agreed to send one. 

Seb

 

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Re: Daily disconnections

To my eyes the Hub stats were all fine and in range in your first post. Only concern was that there were quite a few RS errors.

However your restart obviously cleared the counts back to zero.

I note that in the recent data there are a few preRS errors already re-appearing - albeit no PostRS ones (yet). Keep your eye on that table every hour or so for the next day or two to see if they start increasing they shouldn't really. If they do start shooting up and PostRS errors become evident, then you 'definitely" have a connection problem - probably "noise" getting in somewhere. That can be troublesome for the techs to pin down where the source is and so fix it.


--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Daily disconnections

Cheers John for looking at those. Thanks for the advise, I will keep an eye on these errors. Hopefully this will help them find out whats causing this issue.

thanks

Seb

 

 

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Re: Daily disconnections

Hi John,

Just a quick update. Connection has been up for 12 hours with no outage in logs or BQM and after a full reset following your direction the errors have jumped up. All the power rating look healthy so it suggests your right about it being a connection issue. Hopefully one of the team will pick this up and book in an engineer to have a proper look.

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.939479183
2Locked38.9276818659
3Locked38.6361918327
4Locked38.9282118065
5Locked40.3270818312
6Locked38.9288518444
7Locked40.3326120120
8Locked38.9425616114
9Locked40.3455015696
10Locked38.9450214013
11Locked38.9399913319
12Locked40.3413313554
13Locked38.9345415094
14Locked38.9285918023
15Locked38.6254016103
16Locked38.9303014860
17Locked38.9306613517
18Locked40.3260516486
19Locked40.9264516048
20Locked40.3258714478
21Locked38.9171014213
22Locked40.3172615967
23Locked40.3212624261
24Locked40.3234419632

 

 

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