Packet Loss, High Latency and Post RS Errors

[tomsinclair]

Today (since around 2am) I have experienced a fair chunk of packet loss as well as high latency. This is having an impact on services like streaming and voice calls.

I use my VM Hub in Modem mode with my own router/network setup and have determined that the issues are deffinitely not strict to the LAN. I have run various pings from my gateway router and these see the high latency and timeouts (packet loss).

My BQM shows the impact that I have seen

Static (today): https://www.thinkbroadband.com/broadband/monitoring/quality/share/ae8628bd5a151417bb3efcec6260904537...

Live: https://www.thinkbroadband.com/broadband/monitoring/quality/share/c5501e48baeb2e03991300ccbe06bd82ce...

I have attempted multiple reboots of my router and VM Hub which hasn't made much of a difference. I have also noticed that on the VM Hub the downstream channel 1 has thousands of Post RS Errors. I don't think these have just appeared though as I have noticed these before. It's also only on channel 1 and not on any of the others.

I have checked the service status and there are no issues reported in my area so I'm not sure where to go from here!

[tomsinclair]

Output from VM Hub in modem mode for downstream and upstream channels

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

1	411000000	6	40	256 qam	31
2	203000000	6.9	40	256 qam	9
3	211000000	6.6	40	256 qam	10
4	219000000	6.5	40	256 qam	11
5	227000000	6.5	40	256 qam	12
6	235000000	6.4	40	256 qam	13
7	243000000	6.3	40	256 qam	14
8	251000000	6.1	40	256 qam	15
9	259000000	6	40	256 qam	16
10	267000000	6.3	40	256 qam	17
11	275000000	6.1	40	256 qam	18
12	283000000	6	40	256 qam	19
13	291000000	6	40	256 qam	20
14	299000000	6.1	40	256 qam	21
15	307000000	6.1	40	256 qam	22
16	315000000	6.4	40	256 qam	23
17	323000000	6.5	40	256 qam	24
18	363000000	6.4	40	256 qam	25
19	371000000	6.3	40	256 qam	26
20	379000000	6.3	40	256 qam	27
21	387000000	6	40	256 qam	28
22	395000000	6.1	40	256 qam	29
23	403000000	6	40	256 qam	30
24	419000000	6	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	306	9231
2	Locked	40.3	4	0
3	Locked	40.3	3	0
4	Locked	40.9	6	0
5	Locked	40.9	5	0
6	Locked	40.3	6	0
7	Locked	40.9	0	0
8	Locked	40.9	0	0
9	Locked	40.3	0	0
10	Locked	40.9	5	0
11	Locked	40.3	5	0
12	Locked	40.9	6	0
13	Locked	40.3	5	0
14	Locked	40.3	6	0
15	Locked	40.3	5	0
16	Locked	40.9	6	0
17	Locked	40.3	0	0
18	Locked	40.9	0	0
19	Locked	40.9	4	0
20	Locked	40.3	5	0
21	Locked	40.9	5	0
22	Locked	40.9	4	0
23	Locked	40.9	0	0
24	Locked	40.9	6	0

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

1	39400014	48.8	5120	64 qam	4
2	32599988	47.3	5120	64 qam	5
3	46200004	48.8	5120	64 qam	3
4	53699986	48.8	5120	64 qam	2

Upstream bonded channelsChannel 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

[jbrennand]

Something bad happened in the wee small hours 😞

Before digging deeper.... can you try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

[tomsinclair]

Hi John,

Thanks for the quick response!

I gave that number a ring and confirmed my postal code but it couldn't find any faults in my area.

Kr
Tom

[jbrennand]

OK the post RS errors may be a consequence of an issue so can you do this...
________________________________________________

Switch the Hub off and unplug it for a few minutes and whilst it's off, 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 connectors 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. Then switch it on again and leave 5 minutes

When back up, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones in channel 1) you have a problem (noise) that only a Tech visit will sort.

[tomsinclair]

Hi John,

I saw a similar response to try this on some of the other posts. I actually did this around 2:30 today where I have seen some improvment but still not perfect. This was just before I made the post and the numbers from the hub were from then.

Almost 2 hours later, there are 0 Post RS errors on any of the other channels still, except Channel 1 is now currently at 128,522 (up from 9k around 2 hours ago after reboot). Deffintely seems to be something wrong on just the 1 Channel.

Kr
Tom

[Robert_P]

Hello tomsinclair

Thanks for taking the time to raise this via the forums, we appreciate you raising this so we can look into this further. 

I've taken a look and it appears there are issues with the power level's for both the Upstream and Downstream channels which will require a visit. I'm going to send you a Private Message to get some more information from you to arrange this.

Looking forward to hearing back from you.

Rob

[Robert_P]

Thanks for the update and if you're happy to monitor it going forward that's fine. I checked the connection this morning and the power level issues were there then so this would indicate an issue, if you change your mind let me know via Private Message the requested information and I can get a visit arranged.

Rob

[Robert_P]

Thanks again Tom, I've booked in a visit for you the details of which you can find in your online account or here. If the date and time aren't convenient or if there are any individuals shielding in the property please let me know and I can look to change this for a more suitable time. 

Let me know 🙂

Rob

[Robert_P]

That's great tomsinclair, please keep me up to date with how the visit goes 🙂

Rob