Hub 3.0 keeps dropping Teams and vpn connection

[billyhl]

Trying to work from home with 500Mbps broadband package but for the past several Months I am having severe issues with Hub 3.0 and my vpn work connection so much so that I have now got a secondary 11Mbps ADSL line that works better (Seriously no Dropouts), this has been affecting me WFH and also my work only has so much patience with "broadband problems".

On teams and VM connection callers take 10-15 seconds to be able to hear me but I can hear them straight away and I keep getting "Poor Network Quality" coming up all the time (LAN connection NOT Wi-Fi), I have no such problems on the "Backup Broadband" as I like to call it but it is actually my GOTO broadband at the moment

I have opened complaints with VM and keep getting Fobbed off with dates this will be fixed and TBH I am thinking of dumping VM all together, I shouldn't have to endure Months of poor service and have to turn to VM forums for "Assistance", also I am paying a high price for this lack of service and No "Compensation", I have been told by a couple of people that my area is over subscribed and this is what is causing the issues.

I noticed that some people had asked for the hub downstream logs so I have attached this if it helps anyone to try and figure out what is happening to my connection.

Router status

Downstream bonded channels

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

1	235000000	1.9	37	256 qam	13
2	139000000	3.4	37	256 qam	1
3	147000000	3	37	256 qam	2
4	155000000	2.9	37	256 qam	3
5	163000000	3.2	37	256 qam	4
6	171000000	3.7	38	256 qam	5
7	179000000	2.9	37	256 qam	6
8	187000000	2.5	37	256 qam	7
9	195000000	2.4	37	256 qam	8
10	203000000	2.2	37	256 qam	9
11	211000000	2.7	37	256 qam	10
12	219000000	2.2	37	256 qam	11
13	227000000	1.5	37	256 qam	12
14	243000000	1.5	37	256 qam	14
15	251000000	2.2	37	256 qam	15
16	259000000	1	37	256 qam	16
17	267000000	2	37	256 qam	17
18	275000000	2.2	37	256 qam	18
19	283000000	2.5	37	256 qam	19
20	291000000	1.9	37	256 qam	20
21	299000000	1.5	37	256 qam	21
22	307000000	1.7	37	256 qam	22
23	315000000	2.2	37	256 qam	23
24	323000000	1	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	27605	9687
2	Locked	37.3	283481	81041
3	Locked	37.6	754874	1319638
4	Locked	37.6	400922	18731
5	Locked	37.3	16225609	46448
6	Locked	38.6	10480126	128348
7	Locked	37.6	3052313	20169
8	Locked	37.6	233842	17119
9	Locked	37.6	380479	15326
10	Locked	37.6	78935	12527
11	Locked	37.6	43540	12311
12	Locked	37.6	109084000	22942025
13	Locked	37.3	45499	16125
14	Locked	37.3	35476	16184
15	Locked	37.6	39462	14291
16	Locked	37.6	32373	13845
17	Locked	37.3	24130	13490
18	Locked	37.3	19581	14004
19	Locked	37.6	28141	14197
20	Locked	37.3	45502	16736
21	Locked	37.6	28196	18149
22	Locked	37.6	32009	18428
23	Locked	37.3	40138	19174
24	Locked	37.6	41785	17357

Thanks in advance for anyone taking the time to help or point me in the right direction.

[Sephiroth]

Do your neighbours have the same graph?  Are your downstream uncorrectables increasing significantly?   Do the uncorrectables stay still between 06:00 & 12:00?

You can see where I'm going with this.  On the face of it, there is periodic noise - every 5 or 10 minutes it seems from your BQM images.  Something's cutting in regularly and propagating to your circuit.  But then I would expect that to happen to others in your street.

I don't think it's originating at the VM end, but their network team would certainly be able to see this noise.

Let us know what you discover.

[billyhl]

Neighbours have stated that they are having connection issues but don't think they could set up the graph's

Engineer did state today that he thought that it was a Cab problem but needed to pass it up the line for further investigation.

TY for the reply though.

[Sephiroth]

It's difficult to imagine why it would be a cab problem.  Your local cabinet is powered by extra low voltage (< 120V DC), and this drives the amplifier that passes signal to connected customers and to the next cabinet in the cascade.  Every so often, there's a 'launch cabinet' that is mains powered so that the extra low voltage can be preserved on the run.

There's nothing in there that could have the periodicity shown in your graph.

Then there's the optical node which aggregates everything in the locality, converts it to light waves which then go back on fibre to the CMTS.  I'm not aware of any instrument in the optical node that would generate periodical noise.

Do please check your downstream stats and report what I asked for in my earlier post.  As in rising post-RS count.  We might as well try and bottom as much out as we can.  The VM technician is not an engineer in the network sense.

The red lines in the BQM occur when there is a failure in the data being sent to/from the Thinkbroadband server - aka packet loss.  The periodicity suggests that there is an noisy electric device on a timer or something that regularly kicks in during certain hours.  in the old day, a fridge compressor could make a radio glitch.    When something like that happens, everyone in the locality will see the same phenomenon.

[billyhl]

Router status

Downstream bonded channels

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

1	331000000	3.2	37	256 qam	25
2	235000000	3.9	37	256 qam	13
3	243000000	3.5	37	256 qam	14
4	251000000	4.1	37	256 qam	15
5	259000000	2.9	37	256 qam	16
6	267000000	3.7	37	256 qam	17
7	275000000	4.1	37	256 qam	18
8	283000000	4.5	37	256 qam	19
9	291000000	3.9	37	256 qam	20
10	299000000	3.5	37	256 qam	21
11	307000000	4	37	256 qam	22
12	315000000	4.1	37	256 qam	23
13	323000000	3	37	256 qam	24
14	339000000	2.5	36	256 qam	26
15	347000000	3.5	37	256 qam	27
16	355000000	3.7	37	256 qam	28
17	363000000	3.4	36	256 qam	29
18	371000000	2.5	36	256 qam	30
19	379000000	2.7	36	256 qam	31
20	387000000	2.7	35	256 qam	32
21	395000000	2.9	36	256 qam	33
22	403000000	1.7	36	256 qam	34
23	411000000	1.7	36	256 qam	35
24	419000000	1.5	36	256 qam	36

Downstream bonded channels

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

1	Locked	37.3	3493	16536
2	Locked	37.6	33	10003
3	Locked	37.6	491	17558
4	Locked	37.3	149	6904
5	Locked	37.6	1053	11936
6	Locked	37.3	648	18703
7	Locked	37.6	233	17533
8	Locked	37.6	453	16684
9	Locked	37.3	568	13068
10	Locked	37.6	1348	17772
11	Locked	37.6	1830	17067
12	Locked	37.3	2757	17880
13	Locked	37.6	2287	15041
14	Locked	36.6	3610	14970
15	Locked	37.3	4597	15699
16	Locked	37.3	4319	25315
17	Locked	36.6	4620	14764
18	Locked	36.6	3946	14245
19	Locked	36.6	4310	14335
20	Locked	35.7	4565	14376
21	Locked	36.6	4416	24342
22	Locked	36.3	4434	13242
23	Locked	36.3	4872	14112
24	Locked	36.3	4319	19966

[billyhl]

Router status

Upstream bonded channels

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

1	36600000	37.8	5120	64 qam	11
2	23600000	37.8	5120	64 qam	13
3	30100000	37.5	5120	64 qam	12
4	43100000	39.5	5120	64 qam	10
5	49600000	39.3	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	45	0
2	ATDMA	0	0	33	0
3	ATDMA	0	0	123	0
4	ATDMA	0	0	33	0
5	ATDMA	0	0	75	0

Network Log

Time Priority Description

28/02/2023 14:41:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 14:41:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 14:41:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 14:41:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 14:41:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 14:41:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 14:19:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:58:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:58:12	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:58:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:58:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:58:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:57:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:57:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:57:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:57:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:57:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:57:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:56:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 13:56:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Sephiroth]

I can see that your downstream channels have changed their frequency range since you first posted.  Significantly, the DAB Radio interference frequency (219MHz), which had the highest post-RS errors, is no longer present in the downstream.

The network log indicates by its messages (SYNC) that your problem lies in the downstream - or I should say whatever is injecting noise is doing so in the downstream.

So, if you get the chance to check the post-RS count in both the bad and the quiet time and report what the post-RS numbers are doing, that would help.  Such information would also help the Forum Team to try and get the real engineers to look at this noise ingress.

[Sephiroth]

I've been trawling the threads with a similar topic and found on where a knowledgeable person (can't find it now) did suspect equipment in a cabinet.

The only way, I suppose, that this could happen is due to thermal effects causing sort of open/close on something.  But the periodicity confounds me.

So if the technician who visited you does pass this on to the Area Field Manager, maybe they'll investigate further.

Do please press the Forum Team to get back to the technician or AFM to press this matter.

Good luck with that!

[billyhl]

Well lets hope the Forum Team do get back to the Technician or AFM to investigate further, even if only for other people in the area.

I will try to post some more logs tomorrow on quiet & busy times.

I did notice the hub had been re-booted at 08:30AM by the technician and it looks like another re-boot at 13:00pm which wasn't me.

Maybe they are finally looking into it as it's the first time I have seen no dropped packets between roughly 8pm and 10:30pm

Just wish there was more honesty with customers to find out what exactly is being done in the background.

Again TY for the help

[billyhl]

Router status 01/03/2023 08:22AM

Downstream bonded channels

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

1	331000000	3	37	256 qam	25
2	235000000	3.9	37	256 qam	13
3	243000000	3.5	37	256 qam	14
4	251000000	4	37	256 qam	15
5	259000000	2.9	37	256 qam	16
6	267000000	3.7	37	256 qam	17
7	275000000	4	37	256 qam	18
8	283000000	4.5	37	256 qam	19
9	291000000	3.7	37	256 qam	20
10	299000000	3.4	37	256 qam	21
11	307000000	4	37	256 qam	22
12	315000000	4.3	37	256 qam	23
13	323000000	2.7	37	256 qam	24
14	339000000	2.5	36	256 qam	26
15	347000000	3.4	37	256 qam	27
16	355000000	3.7	37	256 qam	28
17	363000000	3.5	36	256 qam	29
18	371000000	2.5	36	256 qam	30
19	379000000	2.7	36	256 qam	31
20	387000000	2.7	35	256 qam	32
21	395000000	2.7	36	256 qam	33
22	403000000	1.7	36	256 qam	34
23	411000000	1.7	36	256 qam	35
24	419000000	1.5	36	256 qam	36

Downstream bonded channels

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

1	Locked	37.3	3494	16536
2	Locked	37.6	38	10003
3	Locked	37.6	494	17558
4	Locked	37.6	152	6904
5	Locked	37.6	1059	11936
6	Locked	37.6	656	18703
7	Locked	37.6	235	17533
8	Locked	37.3	454	16684
9	Locked	37.6	569	13068
10	Locked	37.6	1354	17772
11	Locked	37.3	1831	17067
12	Locked	37.3	2759	17880
13	Locked	37.6	2296	15041
14	Locked	36.6	3625	14970
15	Locked	37.3	4601	15699
16	Locked	37.3	4326	25315
17	Locked	36.3	4625	14764
18	Locked	36.3	3959	14245
19	Locked	36.6	4324	14335
20	Locked	35.7	4579	14376
21	Locked	36.6	4431	24342
22	Locked	36.3	4471	13242
23	Locked	36.3	4912	14112
24	Locked	36.3	4341	19966

[billyhl]

So this is the second compare on the good one's

Router status 01/03/2023 11:09AM

Downstream bonded channels

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

1	331000000	3	37	256 qam	25
2	235000000	3.9	37	256 qam	13
3	243000000	3.5	37	256 qam	14
4	251000000	4	37	256 qam	15
5	259000000	2.7	37	256 qam	16
6	267000000	3.7	37	256 qam	17
7	275000000	4	37	256 qam	18
8	283000000	4.5	37	256 qam	19
9	291000000	3.7	37	256 qam	20
10	299000000	3.2	37	256 qam	21
11	307000000	3.7	37	256 qam	22
12	315000000	4	37	256 qam	23
13	323000000	3	37	256 qam	24
14	339000000	2.5	36	256 qam	26
15	347000000	3.5	37	256 qam	27
16	355000000	3.5	37	256 qam	28
17	363000000	3.2	36	256 qam	29
18	371000000	2.4	36	256 qam	30
19	379000000	2.5	36	256 qam	31
20	387000000	2.5	35	256 qam	32
21	395000000	2.7	36	256 qam	33
22	403000000	1.5	36	256 qam	34
23	411000000	1.5	36	256 qam	35
24	419000000	1.2	36	256 qam	36

Downstream bonded channels

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

1	Locked	37.3	3494	16536
2	Locked	37.6	38	10003
3	Locked	37.3	495	17558
4	Locked	37.6	152	6904
5	Locked	37.6	1060	11936
6	Locked	37.3	661	18703
7	Locked	37.3	236	17533
8	Locked	37.6	454	16684
9	Locked	37.3	569	13068
10	Locked	37.6	1356	17772
11	Locked	37.3	1832	17067
12	Locked	37.3	2759	17880
13	Locked	37.6	2299	15041
14	Locked	36.6	3628	14970
15	Locked	37.3	4601	15699
16	Locked	37.3	4326	25315
17	Locked	36.3	4626	14764
18	Locked	36.6	3963	14245
19	Locked	36.3	4327	14335
20	Locked	35.7	4586	14376
21	Locked	36.3	4434	24342
22	Locked	36.3	4479	13242
23	Locked	36.3	4916	14112
24	Locked	36.3	4348	19966