Intermitent short but regular disconections.

[Goodjob]

Hi, over the last month I've been getting regular short drops outs of 30 seconds to a minute. I've tried rebooting the rooter but still getting the issue. Please can you take a look at my stats.

Router Status
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
5 443000000 4.6 38.6 QAM256 5
1 411000000 4.2 38.6 QAM256 1
2 419000000 4.4 38.6 QAM256 2
3 427000000 3.6 38.6 QAM256 3
4 435000000 3.8 38.6 QAM256 4
6 451000000 4.6 39 QAM256 6
7 459000000 3.7 38.6 QAM256 7
8 467000000 3.9 39 QAM256 8
9 475000000 3.9 39 QAM256 9
10 483000000 3.2 38.6 QAM256 10
11 491000000 2.4 39 QAM256 11
12 499000000 2.9 37.9 QAM256 12
13 507000000 3.3 39 QAM256 13
14 515000000 3.1 38.6 QAM256 14
15 523000000 3 39 QAM256 15
16 531000000 3.4 38.6 QAM256 16
17 539000000 3.5 39 QAM256 17
18 547000000 2.8 39 QAM256 18
19 555000000 2.5 38.6 QAM256 19
20 563000000 3 38.6 QAM256 20
21 571000000 3.5 38.6 QAM256 21
22 579000000 3.2 38.6 QAM256 22
23 587000000 3.2 38.6 QAM256 23
24 595000000 3.6 38.6 QAM256 24
25 603000000 3.3 39 QAM256 25
26 611000000 2.5 38.6 QAM256 26
27 619000000 1.8 38.6 QAM256 27
28 627000000 2.3 37.4 QAM256 28
29 635000000 2.7 38.6 QAM256 29
30 643000000 2.3 37.6 QAM256 30
31 651000000 2.3 37.4 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
5 Locked 38.605377 0 0
1 Locked 38.605377 0 0
2 Locked 38.605377 0 0
3 Locked 38.605377 0 0
4 Locked 38.605377 0 0
6 Locked 38.983261 0 0
7 Locked 38.605377 0 0
8 Locked 38.983261 0 0
9 Locked 38.983261 0 0
10 Locked 38.605377 0 0
11 Locked 38.983261 0 0
12 Locked 37.935909 0 0
13 Locked 38.983261 0 0
14 Locked 38.605377 0 0
15 Locked 38.983261 0 0
16 Locked 38.605377 0 0
17 Locked 38.983261 0 0
18 Locked 38.983261 0 0
19 Locked 38.605377 0 0
20 Locked 38.605377 0 0
21 Locked 38.605377 0 0
22 Locked 38.605377 0 0
23 Locked 38.605377 0 0
24 Locked 38.605377 0 0
25 Locked 38.983261 0 0
26 Locked 38.605377 0 0
27 Locked 38.605377 0 0
28 Locked 37.355988 0 0
29 Locked 38.605377 0 0
30 Locked 37.636276 0 0
31 Locked 37.355988 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1840 QAM4096 759

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 39 -0.2 1180345631 1

Network Log
Time Priority Description
Sat 22/04/2023
17:42:43 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
17:41:42 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
17:41:40 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
17:40:39 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
17:40:37 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
17:38:33 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
17:07:28 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
16:35:24 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
16:35:21 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
16:34:56 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
16:32:52 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
16:32:50 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
16:01:14 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
15:30:08 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
15:27:40 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
06:42:00 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
06:09:17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
05:08:59 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/04/2023
05:02:45 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
14:11:27 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
13:28:38 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
13:28:38 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
10:23:26 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
10:15:23 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
09:41:39 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
07:51:22 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
07:41:15 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
04:51:10 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
04:41:10 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:51:00 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/04/2023
01:40:55 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
23:10:35 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
22:40:46 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
22:31:05 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
19:50:47 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
19:40:40 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
16:50:47 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
16:40:42 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
14:50:51 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
14:40:49 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
14:40:47 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
13:43:14 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
13:40:46 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
10:52:12 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
10:42:10 4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
07:11:56 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
07:11:56 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
05:10:16 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
04:13:10 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/04/2023
03:12:03 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Cardiffman282]

The downstream 3.1 channel power at -0.2 seems odd to me.

Please also post the upstream stats. 

[Client62]

This is a Hub 4, we can tell because the last firmware release total screw up means we don't get to see Pre or Post RS errors on the 3.0 DS channels.

On the 3.1 DS channels we do have a code red for the 1,180,345,631 (over One Billion, One Hundred & Eighty Million)  Pre RS errors,

But by the Hand of God there is only 1 Post RS error recorded.   Sheesh that Reed Solomon stuff is quite amazing !!!
 
The Downstream feed looks to have a very serious noise ingress issues.

[Goodjob]

Here are the upstream stats as requested:

3.0 Upstream channels

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

1	36600000	43.5	5120 KSym/sec	QAM64	3
2	23600000	42	5120 KSym/sec	QAM64	5
3	30100000	43	5120 KSym/sec	QAM64	4
4	43100000	43.5	5120 KSym/sec	QAM64	2
5	49600000	44	5120 KSym/sec	QAM64	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

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

6

10.0

39.8

2K

QAM8

3.1 Upstream channels

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

6

OFDMA

200

53.9

4

0

Also here is the current output from the monitor that I set up a few hours ago: Broadband Quality Monitor | thinkbroadband

[Goodjob]

OK, but what do I do next? Here is a link to the monitor that I set which is showing regular dropped packets - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4c925fac88fc9fdcb24600d80fa4c3b8c1...

[Cardiffman282]

This thread showed a similar BQM packet loss pattern plus 3.1 channel issues.

Check for local faults on 0800 561 0061 otherwise call it in as a fault. 

[David_Bn]

Good Morning @Goodjob, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the issues you've been experiencing on the connection.

I've been able to look into the local area, as well as the status of the hub and can't see a local issue, but do believe a fault is at play, that requires an engineer visit.

Check out the purple envelope in the top right hand corner for a private message from me.

Kindest regards,

David_Bn

[David_Bn]

Thanks for coming back to me over private message @Goodjob!

I've been able to book in an engineer appointment for you. 

For details of the time and date of the appointment, and if you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

Furthermore, I'd need to advise that;

There will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Please ensure there is someone over the age of 18 present at the time of the visit.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Kindest regards,

David_Bn

[Goodjob]

The Virgin Engineer came out on Friday and having checked the feed determined that the issue must be with the Hub 4 which he replaced with a Hub 5.  Now I'm not seeing any dropped packets so the issue appears to be fixed

[David_Bn]

Thanks for the update @Goodjob, and I'm pleased to hear that the engineer was able to have a fix in place for you.

Do feel free to keep tabs on the connection, via any Broadband Quality Monitors you have running, and come back to us if any new issues develop with the newly issued hub.

Kindest regards,

David_Bn