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tomsinclair
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Packet Loss, High Latency and Post RS Errors

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!

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tomsinclair
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Message 2 of 17
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Re: Packet Loss, High Latency and Post RS Errors

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

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

1411000000640256 qam31
22030000006.940256 qam9
32110000006.640256 qam10
42190000006.540256 qam11
52270000006.540256 qam12
62350000006.440256 qam13
72430000006.340256 qam14
82510000006.140256 qam15
9259000000640256 qam16
102670000006.340256 qam17
112750000006.140256 qam18
12283000000640256 qam19
13291000000640256 qam20
142990000006.140256 qam21
153070000006.140256 qam22
163150000006.440256 qam23
173230000006.540256 qam24
183630000006.440256 qam25
193710000006.340256 qam26
203790000006.340256 qam27
21387000000640256 qam28
223950000006.140256 qam29
23403000000640256 qam30
24419000000640256 qam32



Downstream bonded channels

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

1Locked40.93069231
2Locked40.340
3Locked40.330
4Locked40.960
5Locked40.950
6Locked40.360
7Locked40.900
8Locked40.900
9Locked40.300
10Locked40.950
11Locked40.350
12Locked40.960
13Locked40.350
14Locked40.360
15Locked40.350
16Locked40.960
17Locked40.300
18Locked40.900
19Locked40.940
20Locked40.350
21Locked40.950
22Locked40.940
23Locked40.900
24Locked40.960

 

 

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940001448.8512064 qam4
23259998847.3512064 qam5
34620000448.8512064 qam3
45369998648.8512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jbrennand
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Message 3 of 17
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Re: Packet Loss, High Latency and Post RS Errors

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.

--------------------
John
--------------------

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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tomsinclair
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Message 4 of 17
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Re: Packet Loss, High Latency and Post RS Errors

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
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jbrennand
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Message 5 of 17
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Re: Packet Loss, High Latency and Post RS Errors

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.

--------------------
John
--------------------

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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tomsinclair
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Message 6 of 17
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Re: Packet Loss, High Latency and Post RS Errors

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
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Robert_P
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Message 7 of 17
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Re: Packet Loss, High Latency and Post RS Errors

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

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Robert_P
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Message 8 of 17
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Re: Packet Loss, High Latency and Post RS Errors

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

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Robert_P
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Message 9 of 17
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Re: Packet Loss, High Latency and Post RS Errors

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

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Robert_P
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Message 10 of 17
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Re: Packet Loss, High Latency and Post RS Errors

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

 

Rob

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