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Intermittent Connection with Low looking power levels

Hi All,

Wonder if anyone can help. The past few days I've started to get an intermittent connection, about twice a day the connection drops for a few minutes and then slowly comes back up to full speed. Not great when working from home like most people!!

Looking at the hub logs I can see what seem to be low power levels and a reasonable amount of Post RS Errors on the downstream. Does anyone know if these are in the expected range at all?

Downstream bonded channels

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

15390000000.238256 qam17
2547000000038256 qam18
3555000000-0.538256 qam19
4563000000038256 qam20
5571000000-138256 qam21
6579000000-0.538256 qam22
7587000000-0.938256 qam23
8595000000-1.438256 qam24
9603000000-1.238256 qam25
10611000000-1.538256 qam26
11619000000-1.538256 qam27
12627000000-1.238256 qam28
13635000000-1.738256 qam29
14643000000-1.738256 qam30
15651000000-2.538256 qam31
16659000000-238256 qam32
17667000000-238256 qam33
18675000000-2.238256 qam34
19683000000-2.738256 qam35
20691000000-3.237256 qam36
21699000000-437256 qam37
22707000000-437256 qam38
23715000000-4.437256 qam39
24723000000-437256 qam40



Downstream bonded channels

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

1Locked38.6796233
2Locked38.6808143
3Locked38.6669391
4Locked38.6553501
5Locked38.6460690
6Locked38.9475588
7Locked38.6730295
8Locked38.6657392
9Locked38.9716326
10Locked38.6856144
11Locked38.6817234
12Locked38.6790234
13Locked38.693287
14Locked38.686842
15Locked38.695317
16Locked38.62700
17Locked38.678812
18Locked38.691856
19Locked38.695438
20Locked37.310043
21Locked37.614416
22Locked37.68010
23Locked37.6169857
24Locked37.61530122

 

Upstream bonded channels

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

1326000394.371512016 qam5
2394013234.35512016 qam4
3462001084.375512016 qam3
4258008654.35512016 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Intermittent Connection with Low looking power levels

All power levels are in spec.

Are ethernet cable connected devices also dropping at the same time as the wifi ones?

Re the RS errors - can you reboot the Hub and check that all values have reset to 0 - then monitor them every few hours for the next day or two and see if they reappear - they shouldnt.

Also post up the "Network Logs" data

Also, in the meantime, (if you haven’t already) set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - 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” when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
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: Intermittent Connection with Low looking power levels

Thanks,

Yes everything goes, wired and wireless. 

Will reboot the router to get a clear picture but those post rs errors will have only built up in the last 36 hours as I rebooted it Monday night.

I've got a BQM running now so will post it's results once I have a decent sample.

Would the high errors indicate some noise on the line?

 

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Re: Intermittent Connection with Low looking power levels

"Would the high errors indicate some noise on the line?"

That would be the obvious explanation, and would need a tech visit to investigate. Lets see how the "Network logs" and BQM looks - as well as if the PostRS error counts continue to increase they shouldn't.

You could also, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any splitters/attenuators/etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

--------------------
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: Intermittent Connection with Low looking power levels

So interestingly just had another drop for about a couple of minutes at roughly 11:53

The BQM shows the drop (below) however as I was working at the time I was able to get into the hub and grab the usual details and it had dropped to only 1 channel both up and down and my network access had dropped to not allowed.

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3ab65cfbbc283844bef56d1fe4aa54f0183b0cd1-23-07-2020"><img alt="My Broadband Ping - Virgin Internet Test" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/3ab65cfbbc283844bef56d1fe4aa54f0183b0cd1-23-07-2020.png" /></a>

 

See details below, this was taken during the outage. Makes me wonder if the Hub is on the way out.

 

 

 

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

539000000

Locked

Ranged Upstream Channel (Hz)

32600000

Locked

Provisioning State

Offline

 

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

539000000

-0.5

38

256 qam

17




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

5

0

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

4.75

5120

64 qam

5




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

 

 

General Configuration

Network access

Not allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

 




Primary Downstream Service Flow

SFID

Max Traffic Rate

Max Traffic Burst

Min Traffic Rate




Primary Upstream Service Flow

SFID

Max Traffic Rate

Max Traffic Burst

Min Traffic Rate

Max Concatenated Burst

Scheduling Type

 

 

 

 

 

 

Network Log

Time

Priority

Description

22/07/2020 13:40:3

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:08:55

critical

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

01/01/1970 00:08:14

critical

DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:06:42

critical

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

01/01/1970 00:06:3

critical

DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:04:57

critical

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

01/01/1970 00:04:18

critical

DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:03:13

critical

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

01/01/1970 00:02:34

critical

DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 23:51:37

critical

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

16/07/2020 13:36:8

Warning!

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

16/07/2020 13:36:4

critical

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

16/07/2020 13:36:4

Warning!

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

16/07/2020 13:36:4

critical

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

16/07/2020 13:36:3

Warning!

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

16/07/2020 13:35:54

Warning!

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

16/07/2020 13:35:50

critical

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

16/07/2020 13:35:49

Warning!

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

16/07/2020 13:35:49

critical

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

16/07/2020 13:35:49

Warning!

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

 

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Re: Intermittent Connection with Low looking power levels

You need VM input for this - call it in and also wait here for a VM person to pick it up - might be a day or two for that.

--------------------
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: Intermittent Connection with Low looking power levels

Cheers, appreciate the help.

Getting through on the phone isn't easy so fingers crossed one of the forum team can pickup on here.

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Re: Intermittent Connection with Low looking power levels

Hi arronrose871,

 

Thanks for your post. 

 

I'm sorry that you're experiencing an intermittent connection both wired and wirelessly. I'd like to help you, but I haven't been able to locate your account to investigate.

 

I'll pop you a private message so I can have a closer look at things 🙂

 

Thanks

 

Melissa

 

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Re: Intermittent Connection with Low looking power levels

Thank you for letting me know your details.

 

I've had a look at the account and there is currently an SNR (signal to noise ratio) issue in your area which is affecting your broadband. 

 

Our team are currently working on getting this fixed, and the current estimated fix time is 28th July 09:00.

 

The reference number is F008243680, and whilst you can't track this yourself, you can always pop back here for an update.

 

Thanks

 

Melissa

 

 

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