on 14-10-2020 13:34
For a while now I've had "funny" net issues but it's been hard to diagnose because some connections seem to be fine, but after reading a few forums posts I noticed that my hub stats aren't great...
My set-up is SH3 in modem mode. Router Status logs below are at the end of this message but the short version is I think the downstream power levels are too high, the SNR is too low and we're getting hundreds of millions of Pre-RS errors (quite literally, uptime of 24 hours can be into 500,000,000 errors) and although Post-RS errors are zero, Ithink this is hindering the hub's performance somewhat because we just have strange net activity.
One thing that's really strange is that for the life of me I am unable to get in contact with anybody about this - I hate the UK telecoms industry for support, they've just got it all wrong, absolutely horrendous.
I'm hoping for someone from @virgin to help/arrange a tech visit to get this sorted as I rely upon it for work and I'm worried it's about to die completely.
Logs (No network log as it's pretty empty) - I think upstream looks OK?
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 299000000 | 9.3 | 32 | 256 qam | 21 |
2 | 139000000 | 12.3 | 32 | 256 qam | 1 |
3 | 147000000 | 12.1 | 32 | 256 qam | 2 |
4 | 155000000 | 12.4 | 32 | 256 qam | 3 |
5 | 163000000 | 12.3 | 32 | 256 qam | 4 |
6 | 171000000 | 12.5 | 32 | 256 qam | 5 |
7 | 179000000 | 12.4 | 33 | 256 qam | 6 |
8 | 187000000 | 12.5 | 32 | 256 qam | 7 |
9 | 195000000 | 11.9 | 32 | 256 qam | 8 |
10 | 203000000 | 11.5 | 33 | 256 qam | 9 |
11 | 211000000 | 11.4 | 32 | 256 qam | 10 |
12 | 219000000 | 10.9 | 32 | 256 qam | 11 |
13 | 227000000 | 10.9 | 32 | 256 qam | 12 |
14 | 235000000 | 10.3 | 32 | 256 qam | 13 |
15 | 243000000 | 10.4 | 32 | 256 qam | 14 |
16 | 251000000 | 9.9 | 32 | 256 qam | 15 |
17 | 259000000 | 9.9 | 32 | 256 qam | 16 |
18 | 267000000 | 9.5 | 32 | 256 qam | 17 |
19 | 275000000 | 9.6 | 32 | 256 qam | 18 |
20 | 283000000 | 9.4 | 32 | 256 qam | 19 |
21 | 291000000 | 9.5 | 32 | 256 qam | 20 |
22 | 307000000 | 9.3 | 32 | 256 qam | 22 |
23 | 315000000 | 9.1 | 32 | 256 qam | 23 |
24 | 323000000 | 8.9 | 32 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 32.2 | 50062424 | 0 |
2 | Locked | 32.6 | 50909353 | 0 |
3 | Locked | 32.6 | 53378983 | 0 |
4 | Locked | 32.6 | 53120340 | 0 |
5 | Locked | 32.6 | 49341981 | 0 |
6 | Locked | 32.6 | 45783963 | 0 |
7 | Locked | 33 | 42012931 | 0 |
8 | Locked | 32.9 | 40603832 | 0 |
9 | Locked | 32.9 | 37605266 | 0 |
10 | Locked | 33 | 37315248 | 0 |
11 | Locked | 32.9 | 36949976 | 0 |
12 | Locked | 32.9 | 37832175 | 0 |
13 | Locked | 32.5 | 39964606 | 0 |
14 | Locked | 32.6 | 42061343 | 0 |
15 | Locked | 32.5 | 39435497 | 0 |
16 | Locked | 32.6 | 39065626 | 0 |
17 | Locked | 32.3 | 45973472 | 0 |
18 | Locked | 32.3 | 46665168 | 0 |
19 | Locked | 32.5 | 42940002 | 0 |
20 | Locked | 32.3 | 45716320 | 0 |
21 | Locked | 32.2 | 47833791 | 0 |
22 | Locked | 32.2 | 50064408 | 0 |
23 | Locked | 32.3 | 47164856 | 0 |
24 | Locked | 32.2 | 50338086 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400009 | 37.8 | 5120 | 64 qam | 2 |
2 | 25799991 | 37.8 | 5120 | 64 qam | 4 |
3 | 32600009 | 37.8 | 5120 | 64 qam | 3 |
4 | 46200029 | 39 | 5120 | 64 qam | 1 |
Upstream bonded 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 |
Answered! Go to Answer
on 14-10-2020 13:40
Several of your Downstream Power Levels are too high and will need an engineer visit to put them right.
You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.
++++++++++++++++++++++++++++++++++++++++++++++
To clear the Pre RS Error count try a reboot using this method ...
Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.
Give it a good 5 minutes put the plug back in and switch the Hub back on.
Allow the Hub a few minutes to fully restart then check your error count again.
on 14-10-2020 13:40
Several of your Downstream Power Levels are too high and will need an engineer visit to put them right.
You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.
++++++++++++++++++++++++++++++++++++++++++++++
To clear the Pre RS Error count try a reboot using this method ...
Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.
Give it a good 5 minutes put the plug back in and switch the Hub back on.
Allow the Hub a few minutes to fully restart then check your error count again.
on 14-10-2020 14:12
Thank you for the response. I keep rebooting once a day to keep the errors from going beyond a number that might crash the hub!
I'll try the phone again, it seems to be an infinte loops of pressing numbers on the handset until you give up and put it down though... I'm glad you agree on the levels though. Do you also agree the SNR is too low?
on 14-10-2020 14:16
Yes they are too low across the board.
on 15-10-2020 09:28
Going to close this off as I now have an egineer booked.
Thanks all.
on 22-10-2020 17:15
Hi NChannon
Did the tech visit resolve your issue?
Regards
Lee_R
on 22-10-2020 17:51
Hi - yes and no. The downstream power levels were fixed with an attenuator, but the SNR is still low. I didn't realise, but the engineer confirmed we had 1GB available in my area so I ordered that, and have installed the SH4. It's all working, but I still see SNR is a little low, and that there's a big spread on power values for the downstream, so we're still seeing millions of Pre-RS errors - but only the odd Post-RS errors (virtually none really, might be 1 per day).
My download hasn't hit the magical 1GB yet but I think that's possibly because of the noise? I'm honestly not sure.
Values in next post because of the char limit.
on 22-10-2020 17:51
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
26 | 339000000 | 2.599998 | 32.237156 | QAM256 | 26 |
1 | 139000000 | 7.500000 | 33.376591 | QAM256 | 1 |
2 | 147000000 | 7.599998 | 33.376591 | QAM256 | 2 |
3 | 155000000 | 7.099998 | 33.376591 | QAM256 | 3 |
4 | 163000000 | 7.000000 | 33.062504 | QAM256 | 4 |
5 | 171000000 | 6.900002 | 33.376591 | QAM256 | 5 |
6 | 179000000 | 6.800003 | 33.486542 | QAM256 | 6 |
7 | 187000000 | 6.599998 | 33.376591 | QAM256 | 7 |
8 | 195000000 | 6.500000 | 33.376591 | QAM256 | 8 |
9 | 203000000 | 6.199997 | 33.376591 | QAM256 | 9 |
10 | 211000000 | 6.000000 | 33.486542 | QAM256 | 10 |
11 | 219000000 | 5.699997 | 33.376591 | QAM256 | 11 |
12 | 227000000 | 5.400002 | 32.962662 | QAM256 | 12 |
13 | 235000000 | 5.000000 | 32.962662 | QAM256 | 13 |
14 | 243000000 | 4.900002 | 33.062504 | QAM256 | 14 |
15 | 251000000 | 4.599998 | 32.962662 | QAM256 | 15 |
16 | 259000000 | 4.199997 | 32.584778 | QAM256 | 16 |
17 | 267000000 | 4.099998 | 32.584778 | QAM256 | 17 |
18 | 275000000 | 4.400002 | 32.962662 | QAM256 | 18 |
19 | 283000000 | 4.199997 | 32.676208 | QAM256 | 19 |
20 | 291000000 | 4.099998 | 32.584778 | QAM256 | 20 |
21 | 299000000 | 3.799999 | 32.584778 | QAM256 | 21 |
22 | 307000000 | 3.299999 | 32.676208 | QAM256 | 22 |
23 | 315000000 | 3.099998 | 32.676208 | QAM256 | 23 |
24 | 323000000 | 2.799999 | 32.584778 | QAM256 | 24 |
25 | 331000000 | 2.700001 | 32.321487 | QAM256 | 25 |
27 | 347000000 | 2.500000 | 31.993563 | QAM256 | 27 |
28 | 355000000 | 2.200001 | 31.915308 | QAM256 | 28 |
29 | 363000000 | 2.200001 | 31.993563 | QAM256 | 29 |
30 | 371000000 | 2.200001 | 31.993563 | QAM256 | 30 |
31 | 379000000 | 2.200001 | 32.237156 | QAM256 | 31 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
26 | Locked | 0 | 140476 | 0 |
1 | Locked | 428383778 | 108751 | 0 |
2 | Locked | 431721136 | 108395 | 0 |
3 | Locked | 418759404 | 109521 | 0 |
4 | Locked | 430345185 | 102775 | 0 |
5 | Locked | 2995379243 | 95470 | 0 |
6 | Locked | 2980500048 | 88904 | 0 |
7 | Locked | 431157052 | 86312 | 0 |
8 | Locked | 296132830 | 83967 | 0 |
9 | Locked | 295841205 | 82622 | 0 |
10 | Locked | 296408939 | 79530 | 0 |
11 | Locked | 296100823 | 84776 | 0 |
12 | Locked | 295016195 | 89952 | 0 |
13 | Locked | 294352626 | 95582 | 0 |
14 | Locked | 293876267 | 87591 | 0 |
15 | Locked | 294546038 | 92385 | 0 |
16 | Locked | 294272483 | 100618 | 0 |
17 | Locked | 295803688 | 103025 | 0 |
18 | Locked | 295155497 | 94219 | 0 |
19 | Locked | 296227378 | 103008 | 0 |
20 | Locked | 288270330 | 103701 | 0 |
21 | Locked | 292131440 | 105311 | 0 |
22 | Locked | 295021603 | 111501 | 0 |
23 | Locked | 295049749 | 103419 | 0 |
24 | Locked | 389317697 | 110666 | 0 |
25 | Locked | 418415635 | 120547 | 0 |
27 | Locked | 427107180 | 156961 | 0 |
28 | Locked | 427043209 | 167425 | 0 |
29 | Locked | 427765944 | 160073 | 0 |
30 | Locked | 426917041 | 161867 | 0 |
31 | Locked | 3043005656 | 153667 | 0 |
159 | 80 | 4K | 1560 | QAM2048 | 392 |
159 | Locked | 2.0 | 34720129 | 0 |
on 22-10-2020 17:54
Just for your information Pre RS error are error that have been corrected, Post RS error are uncorrectable error. Of course correcting the errors does slow down your connection.
on 22-10-2020 17:58