Internet freezes/lags and hub loses connection

[bammers81]

Hi everyone, hoping someone maybe able to help or can give some tips. 

I have a hub 3.0 in modem only mode with an ASUS router for my home network - has generally worked well for the last couple of years but over the last month or so have been suffering from freezes during Teams calls and occasionally a complete drop with the hub phone light blinking red and the hub requiring a reboot to restore a connection (local network through the ASUS router remains fine)

I have setup BQM and copied logs from the virgin hub/modem which are both shown below.
It appears to show lots of errors but not sure if these are 'normal' or whether there is anything I need to do / should be worried about?

Thanks in advance for any help

Time	Priority	Description
01/10/2024 15:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Terrible BQM !!  You need to post your power levels and Pre and PostRS errors.

It could also be a SNR fault in the area? Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

[bammers81]

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	138750000	1.2	37	256 qam	1
2	146750000	0.9	37	256 qam	2
3	154750000	0.9	37	256 qam	3
4	162750000	0.7	37	256 qam	4
5	170750000	1	37	256 qam	5
6	178750000	0.9	36	256 qam	6
7	250750000	-0.5	35	256 qam	15
8	258750000	-0.7	35	256 qam	16
9	266750000	-1	36	256 qam	17
10	274750000	-1.2	36	256 qam	18
11	282750000	-1.5	36	256 qam	19
12	290750000	-1.9	36	256 qam	20
13	298750000	-2	36	256 qam	21
14	306750000	-2	36	256 qam	22
15	314750000	-1.9	35	256 qam	23
16	322750000	-1.7	35	256 qam	24
17	330750000	-1.7	37	256 qam	25
18	338750000	-1.7	37	256 qam	26
19	346750000	-1.7	37	256 qam	27
20	354750000	-1.7	37	256 qam	28
21	362750000	-1.5	37	256 qam	29
22	370750000	-1.7	37	256 qam	30
23	378750000	-1.7	37	256 qam	31
24	386750000	-1.7	37	256 qam	32

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.3	135793	983565
2	Locked	37.6	130500	1007993
3	Locked	37.6	131874	1010608
4	Locked	37.3	139962	1001622
5	Locked	37.3	144193	995474
6	Locked	36.3	165210	979362
7	Locked	35.7	222936	973393
8	Locked	35.7	211810	976816
9	Locked	36.3	204591	983240
10	Locked	36.6	191951	989534
11	Locked	36.6	195468	986122
12	Locked	36.3	203749	984272
13	Locked	36.3	220184	972145
14	Locked	36.3	194945	986624
15	Locked	35.7	225582	975354
16	Locked	35.7	239312	978631
17	Locked	37.3	173006	981545
18	Locked	37.3	178104	963168
19	Locked	37.3	175088	960027
20	Locked	37.3	179246	963772
21	Locked	37.3	180973	956864
22	Locked	37.3	183227	960264
23	Locked	37.3	196283	952050
24	Locked	37.3	189429	955225

[bammers81]

Thanks Adduxi - nothing on the area faults helpline. Have added power levels and errors report as reply to my original post

[Adduxi]

There is the problem, the PostRS errors on a good circuit should be zero.  Looks like noise ingress on the circuit, or a fault in the cabinet.  All you can do is check all the connections are at least "finger" tight from the outside to the Hub. It will take a VM tech to sort that problem out.

BTW, PostRS errors are data packets that need to be re-transmitted due to corruption, so not a good thing !

[bammers81]

Thank you - have checked and rechecked all the connections, nothing loose or looking out of place, none of it has been disturbed or touched for sometime as far as I know. Will try and get VM to come out, spent most of the day yesterday and today trying to sort it out on their chat function which was painful 😴

[andy1027]

Did you get sorted? 

[bammers81]

Not yet, BQM still looks super colourful and Pre/Post RS errors on the hub are going up thousands every hour 😅 but VM have arranged an engineer for tomorrow morning to diagnose / hopefully fix.

[bammers81]

Nice/knowledgeable engineer visited this morning, he has changed the hub and a connector on the cable but not sure if it has helped yet. Will monitor the BQM and see what happens during the day but already seeing lots of RS errors and hasn't even been on an hour yet...

Downstream bonded channels

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

1	330750000	-4.5	37	256 qam	25
2	138750000	-1.5	37	256 qam	1
3	146750000	-2	37	256 qam	2
4	154750000	-2	37	256 qam	3
5	162750000	-2.2	37	256 qam	4
6	170750000	-2	37	256 qam	5
7	178750000	-2	36	256 qam	6
8	186750000	-2	36	256 qam	7
9	194750000	-2.2	36	256 qam	8
10	266750000	-3.7	36	256 qam	17
11	274750000	-4	36	256 qam	18
12	282750000	-4.4	36	256 qam	19
13	290750000	-4.7	36	256 qam	20
14	298750000	-4.9	36	256 qam	21
15	306750000	-4.9	36	256 qam	22
16	314750000	-4.7	35	256 qam	23
17	322750000	-4.5	35	256 qam	24
18	338750000	-4.5	37	256 qam	26
19	346750000	-4.5	37	256 qam	27
20	354750000	-4.4	37	256 qam	28
21	362750000	-4.5	37	256 qam	29
22	370750000	-4.5	37	256 qam	30
23	378750000	-4.5	36	256 qam	31
24	386750000	-4.5	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	3855	28185
2	Locked	37.6	3178	29450
3	Locked	37.3	3076	29666
4	Locked	37.6	3291	28278
5	Locked	37.6	3128	30061
6	Locked	37.3	3372	28586
7	Locked	36.3	3500	28010
8	Locked	36.3	3417	28675
9	Locked	36.3	3498	28619
10	Locked	36.6	3578	29006
11	Locked	36.6	3638	27275
12	Locked	36.6	3716	29178
13	Locked	36.3	3845	28447
14	Locked	36.3	3989	27758
15	Locked	36.3	3756	28096
16	Locked	35.7	3833	29589
17	Locked	35.7	3973	28927
18	Locked	37.3	3671	27492
19	Locked	37.3	3803	27099
20	Locked	37.3	3805	27181
21	Locked	37.6	3764	27125
22	Locked	37.6	3847	27762
23	Locked	36.6	3878	27495
24	Locked	37.3	3709	27374

[fizz]

the engineer left a hub with those stats.. shocking..