High errors on a single channel

[djgeurn]

Hi, I have very high errors on a single channel for download (CH30) there also seems to be high T3 timeouts on upload, is there anyone in the forum that can fix this? Here's some info:-

3.0 Downstream channels

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

1	330000000	4.8	41	QAM 256	25
2	274000000	5.5	42	QAM 256	18
3	282000000	5.5	42	QAM 256	19
4	290000000	5.5	42	QAM 256	20
5	298000000	5.4	42	QAM 256	21
6	306000000	5.3	42	QAM 256	22
7	314000000	5.1	41	QAM 256	23
8	322000000	4.9	41	QAM 256	24
9	338000000	4.8	41	QAM 256	26
10	346000000	4.6	41	QAM 256	27
11	354000000	4.6	41	QAM 256	28
12	362000000	4.6	41	QAM 256	29
13	370000000	4.5	41	QAM 256	30
14	378000000	4.4	41	QAM 256	31
15	386000000	4.4	41	QAM 256	32
16	426000000	4.2	41	QAM 256	33
17	394000000	4.3	41	QAM 256	34
18	402000000	4.2	41	QAM 256	35
19	410000000	4.2	41	QAM 256	36
20	418000000	4.2	41	QAM 256	37
21	434000000	4.1	41	QAM 256	38
22	442000000	4.1	41	QAM 256	39
23	450000000	4.2	41	QAM 256	40
24	458000000	4.2	41	QAM 256	41
25	466000000	4.2	41	QAM 256	42
26	474000000	4.4	41	QAM 256	43
27	482000000	4.3	41	QAM 256	44
28	490000000	4.3	41	QAM 256	45
29	498000000	4.1	40	QAM 256	46
30	506000000	4.1	40	QAM 256	47
31	514000000	4.1	41	QAM 256	48

3.0 Downstream channels

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

1	Locked	41	56	0
2	Locked	42	24	0
3	Locked	42	30	0
4	Locked	42	34	0
5	Locked	42	35	0
6	Locked	42	39	0
7	Locked	41	57	0
8	Locked	41	52	0
9	Locked	41	46	0
10	Locked	41	60	0
11	Locked	41	69	0
12	Locked	41	76	0
13	Locked	41	90	0
14	Locked	41	116	0
15	Locked	41	176	0
16	Locked	41	214	0
17	Locked	41	184	0
18	Locked	41	203	0
19	Locked	41	202	0
20	Locked	41	182	0
21	Locked	41	212	0
22	Locked	41	176	0
23	Locked	41	209	0
24	Locked	41	210	0
25	Locked	41	176	0
26	Locked	41	178	0
27	Locked	41	237	0
28	Locked	41	258	0
29	Locked	40	274	0
30	Locked	40	62171	2053371
31	Locked	41	223	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

49

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

49

Locked

42

4.8

3137174902

618

3.0 Upstream channels

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

0	49600000	37	5120	QAM 64	1
1	43100000	37	5120	QAM 64	2
2	36600000	36.5	5120	QAM 64	3
3	30100000	36	5120	QAM 64	4
4	23600000	35.5	5120	QAM 64	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

10

10.4

32.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

10

OFDMA

208

74000000

32

0

[Ashleigh_C]

Hi there @djgeurn 

Thank you so much for your post and welcome to the community forums, it's great to have you back. 

I am so sorry that you are experiencing these issues with your service and thank you again for posting. I have checked things on our side and I cannot see any issues that could be causing this. 

Could you set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc 
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum
 

[djgeurn]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/99b66352b1b9591d75cbc6ef1773a1deecc32f98-20-12-2023

[djgeurn]

 

[Reece_MH]

Hi djgeurn 👋

Thanks for providing this graph. I've ran some checks on our side, and can see that your Hub has been online for 28+ days, can you please perform a reboot by switching it off at the back, waiting for 30 seconds and then switching it back on again?

Over time, the Hub can cache data and cause problems with the onboard system memory. As it does this, similar to other devices and this can cause a knock-on effect for other internal electronics, which can begin to cause issues as in some cases, the signals we are sending cannot be read or actioned.

Rebooting the Hub will also force any updates to your equipment, which can improve the service.

Please do let us know if you experience any issues after rebooting, and we'll do our best to assist further.

Thanks,

[djgeurn]

Hi, I did all this and then it made me reset the router to factory settings and start again. But still getting worse errors than ever now. Also noticing poor experience watching video streams. could you please take a look?

3.0 Downstream channels

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

1	330000000	3.6	41	QAM 256	25
2	138000000	5.2	43	QAM 256	1
3	146000000	4.9	43	QAM 256	2
4	154000000	4.7	43	QAM 256	3
5	162000000	4.6	43	QAM 256	4
6	170000000	4.3	43	QAM 256	5
7	178000000	4.3	43	QAM 256	6
8	186000000	4.4	42	QAM 256	7
9	194000000	4.6	43	QAM 256	8
10	202000000	4.6	42	QAM 256	9
11	210000000	4.7	42	QAM 256	10
12	218000000	4.8	42	QAM 256	11
13	226000000	4.6	42	QAM 256	12
14	234000000	4.6	42	QAM 256	13
15	242000000	4.7	42	QAM 256	14
16	250000000	4.6	42	QAM 256	15
17	258000000	4.5	42	QAM 256	16
18	266000000	4.5	42	QAM 256	17
19	274000000	4.5	42	QAM 256	18
20	282000000	4.5	42	QAM 256	19
21	290000000	4.5	42	QAM 256	20
22	298000000	4.3	42	QAM 256	21
23	306000000	4.3	40	QAM 256	22
24	314000000	4	41	QAM 256	23
25	322000000	3.9	41	QAM 256	24
26	338000000	3.8	41	QAM 256	26
27	346000000	3.6	41	QAM 256	27
28	354000000	3.5	41	QAM 256	28
29	362000000	3.5	41	QAM 256	29
30	370000000	3.3	41	QAM 256	30
31	378000000	3.3	41	QAM 256	31

3.0 Downstream channels

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

1	Locked	41	130	61
2	Locked	43	23560	3753
3	Locked	43	39706	8191
4	Locked	43	47270	10894
5	Locked	43	52891	11349
6	Locked	43	209105	30164
7	Locked	43	278787	48482
8	Locked	42	124693	3156
9	Locked	43	344	438
10	Locked	42	466	460
11	Locked	42	493	382
12	Locked	42	489	371
13	Locked	42	890	356
14	Locked	42	1155	86
15	Locked	42	901	71
16	Locked	42	228	108
17	Locked	42	138	71
18	Locked	42	131	113
19	Locked	42	122	71
20	Locked	42	169	100
21	Locked	42	229	93
22	Locked	42	215	107
23	Locked	40	133	112
24	Locked	41	22	28
25	Locked	41	112	105
26	Locked	41	123	97
27	Locked	41	137	105
28	Locked	41	140	105
29	Locked	41	125	96
30	Locked	41	119	111
31	Locked	41	114	89

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

49

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

49

Locked

42

3.6

4220244628

5807

[djgeurn]

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network Log

Time Priority Description

06-03-2024 12:46:38	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:33:44	warning	RNG-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;
06-03-2024 12:33:39	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:31:11	warning	RNG-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;
06-03-2024 12:29:41	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:29:41	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:29:41	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:29:20	warning	RNG-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;
06-03-2024 12:29:17	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:29:15	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:59	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:59	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:59	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:57	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:57	critical	16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:38	warning	RNG-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;
06-03-2024 12:28:38	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:33	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:30	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 15 29 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:24	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 15 29 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:20	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:15	warning	RNG-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;
06-03-2024 12:28:14	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:14	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:14	critical	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:28:13	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:27:49	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:27:31	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:27:31	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:26:23	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:26:21	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 12:25:58	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Joseph_B]

Hey @djgeurn,

Welcome back to the Community Forums and thanks for the post.

With your Hub we are not detecting any issues via our system, can you confirm if you have performed a full reset off all equipment? If so what is the usage when you notice these issues?

Joe

[djgeurn]

Yes I’ve done a full reset twice now in the last couple of weeks. There’s so much fluctuation in power levels SnR and errors, clearly some sort of issue! 

[Daniel_Et]

Hi @djgeurn, thank you for your response.

Are you experiencing the same problems on devices connected via WiFi and ethernet cable? If it's just the Wi-Fi and all things are looking good over a wired connection, we have some helpful pages to get the best from your Wi-Fi. We recommend starting here. 

Also, have you tried scanning areas of your home with the Virgin Media Connect app? You can access that by clicking here. 

Please pop back to us at your earliest convenience.

Regards,
Daniel