I'm aware of several similar threads, just had a couple of specific questions.
I'm a Linux sysadmin / ex network engineer but know very little about DOCSIS.
Zoom call to my parents was dropping repeatedly so I did some diagnostics and tracked it down to their router / connection.
I'm seeing between 3000 and 80000 Pre RS and ~100,000 Post RS errors per downstream channel.
Network log gives CRITICAL: Loss of Sync. RCS Partial Service and Lost MDD Timeout
See attached screengrabs.
This happened last week. I got them to unplug the router, disconnect and reconnect the coax and the problem seemed to resolve itself for a while but it resurfaced tonight. Haven't attempted a factory reset but can when I next visit if advised.
My parents are in their 80s and really can't deal with the stress of over the phone diagnostics. My main question is - is there enough information here to identify the problem as a faulty router vs a line fault? My second question is, can I arrange the replacement router / engineer visit on their behalf (I have access to their account details, phone password etc).
A VM person will respond in a few days - in the meantime....
When zooming can they connect a laptop/computer on an ethernet cable direct into the Hub and see if that stabilises the connection? It may be just a wifi issue rather than a network connection one. A test on an ethernet connection will be good data to help.
Do they have other problems - or is it just when Zooming?
That said, high RS error counts (particularly postRS ones) are usually a sign of "noise" ingress on the connection that needs a Tech visit to investigate. Logs dont look great either. As it was rebooted recently it may well be that they are recent RS errors rather than historical build up - so need investigating. Can you post up the upstream data as well.
Also, Its best to copy/paste data as formatted text rather than screenshots" as it has truncated the data set.
If you can when there set up a BQM as below - it will help see the connection quality _____________________________
Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.
I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.