Nothing but issues

[Dada93]

Hi there, 

I joined Virgin over a month or so ago now based on a friend being a field tech down south and getting me a decent deal compared to my other provider. 

On week 1 I suffered a total loss of service which was rectified after about 6 days and then an engineer coming round to check all my cabling and whatnot to ensure all was good on that end. 

Fast forward to about a week ago, I started noticing aggresive packet loss whilst gaming online, so that prompted me to have a look at the Hub 5 network page. 

Low and behold I have in to 10s of thousands of post RS errors which shouldn’t be happening at all. 

Called up today, after 3 attemps and 3 different advisers trying to give me wifi pods (I’m wired), finally a supervisor who knew what post rs errors meant said he’ll get me a technician over. Thing is, he said he’ll call me back at 6:15 PM as his system “wasnt letting him just now” 

I’ve only just realized that he’s completely blagged me off as they close at 6 PM today… what a joke of a company treating paying customers that way. 

Anyways, it seems like people get more success out of competent staff on this forum, so if someone could assist that would be great. 

The call centres amazing fault finding software is finding nothing and is telling them its perfect, so I haven’t to worry. Hopefully I won’t when I get this resolved. 

Thanks a lot. 

[jbrennand]

Can yo do this
_____________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
___________________________-
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - 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” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[Dada93]

Hi there, thanks for this

Downstream bonded channels

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

1	331000000	3.5	41	QAM 256	25
2	179000000	6.3	41	QAM 256	6
3	187000000	6.6	41	QAM 256	7
4	195000000	6.6	41	QAM 256	8
5	203000000	6.3	41	QAM 256	9
6	211000000	6.4	41	QAM 256	10
7	219000000	6.2	41	QAM 256	11
8	227000000	5.9	41	QAM 256	12
9	235000000	5.3	41	QAM 256	13
10	243000000	5	41	QAM 256	14
11	251000000	4.9	41	QAM 256	15
12	259000000	4.7	41	QAM 256	16
13	267000000	4.7	41	QAM 256	17
14	275000000	4.6	41	QAM 256	18
15	283000000	4.4	41	QAM 256	19
16	291000000	3.3	41	QAM 256	20
17	299000000	3	41	QAM 256	21
18	307000000	3.8	41	QAM 256	22
19	315000000	3.8	41	QAM 256	23
20	323000000	3.7	41	QAM 256	24
21	339000000	3.4	41	QAM 256	26
22	347000000	3.3	41	QAM 256	27
23	355000000	3.2	41	QAM 256	28
24	363000000	3.2	41	QAM 256	29
25	371000000	3.2	41	QAM 256	30
26	379000000	3.2	41	QAM 256	31
27	387000000	3.1	41	QAM 256	32
28	395000000	3	41	QAM 256	33
29	403000000	3	41	QAM 256	34
30	411000000	2.9	41	QAM 256	35
31	419000000	2.8	41	QAM 256	36

Downstream bonded channels

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

1	Locked	41	35	41
2	Locked	41	44	13
3	Locked	41	569	634
4	Locked	41	572	616
5	Locked	41	569	714
6	Locked	41	564	649
7	Locked	41	594	643
8	Locked	41	39	9
9	Locked	41	40	6
10	Locked	41	42	1
11	Locked	41	46	2
12	Locked	41	30	12
13	Locked	41	42	1
14	Locked	41	33	0
15	Locked	41	37	0
16	Locked	41	31	0
17	Locked	41	34	0
18	Locked	41	20	0
19	Locked	41	36	0
20	Locked	41	35	0
21	Locked	41	28	0
22	Locked	41	37	0
23	Locked	41	23	0
24	Locked	41	30	0
25	Locked	41	22	0
26	Locked	41	32	0
27	Locked	41	26	0
28	Locked	41	26	0
29	Locked	41	497	407
30	Locked	41	27	0
31	Locked	41	42	52

[Dada93]

Upstream bonded channels

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

0	49600000	43.3	5120	QAM 64	1
1	43100000	43	5120	QAM 64	2
2	36600000	42.8	5120	QAM 64	3
3	30100000	42.5	5120	QAM 64	4
4	23600000	42	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Dada93]

Network Log

Time Priority Description

23-04-2023 17:49:14	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 17:44:11	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 17:34:39	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 17:29:36	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 16:52:11	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 15:48:22	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 02:57:52	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=0;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 02:56:54	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 02:55:00	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=:;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 21:33:31	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 21:22:29	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:53	notice	REGISTRATION COMPLETE - Waiting for Operational status
22-04-2023 20:47:49	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=:;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:44	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:41	notice	TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:38	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:36	notice	Honoring MDD; IP provisioning mode = IPv4
22-04-2023 20:47:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:01	critical	Cable Modem Reboot via RG reboot command
22-04-2023 20:41:16	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:41:04	critical	Cable Modem reset to Factory Default via reset button

[Dada93]

This was after a reboot last night, before hand the post RS was in the 10s of thousands like I said in my OP.

[Dada93]

Network Log

Time Priority Description

23-04-2023 17:49:14	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 17:44:11	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 17:34:39	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 17:29:36	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 16:52:11	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 15:48:22	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 02:57:52	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 02:56:54	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2023 02:55:00	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 21:33:31	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 21:22:29	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:53	notice	REGISTRATION COMPLETE - Waiting for Operational status
22-04-2023 20:47:49	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:44	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:41	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:38	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:36	notice	Honoring MDD; IP provisioning mode = IPv4
22-04-2023 20:47:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:47:01	critical	Cable Modem Reboot via RG reboot command
22-04-2023 20:41:16	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2023 20:41:04	critical	Cable Modem reset to Factory Default via reset button

[legacy1]

How is the connection with hub in modem mode and a PC?

[Dada93]

Are you referring to just straight from the hub (in modem mode) to the PC and no router? If so, I haven't directly tested that yet. I just know when I get a bunch of bad packet loss that when I go look at the hub stats, the Post RS errors have jumped a lot. I know these are uncorrectable, so I'm assuming another fault.

[legacy1]

---

@Dada93 wrote:

Are you referring to just straight from the hub (in modem mode) to the PC and no router? If so, I haven't directly tested that yet.

---

Yes

You can get Post RS Errors that are nothing to do with you not that anyone knows the reason why