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F1TeamLH
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Message 1 of 23
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Packet loss and connection drops

Been having issues with my Internet for 4 weeks now. I phoned VM Support and they asked me to reset my HUB 3.0 with Pin at the back of it. So ive done this and now a some days later its made no difference.

 

Downstream bonded channels

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

13310000006.543256 qam25
2203000000740256 qam9
32110000006.840256 qam10
42190000006.543256 qam11
5227000000640256 qam12
62350000005.540256 qam13
72430000005.340256 qam14
82510000005.340256 qam15
92590000005.540256 qam16
102670000005.940256 qam17
11275000000640256 qam18
122830000006.343256 qam19
132910000006.440256 qam20
142990000006.440256 qam21
153070000006.440256 qam22
163150000006.540256 qam23
173230000006.340256 qam24
183390000006.440256 qam26
193470000006.140256 qam27
203550000005.940256 qam28
213630000005.540256 qam29
22371000000540256 qam30
233790000004.840256 qam31
243870000004.643256 qam32



Downstream bonded channels

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

1Locked43.3551512603
2Locked40.9169506
3Locked40.9188606
4Locked43.3192600
5Locked40.9271963
6Locked40.93631086
7Locked40.93581236
8Locked40.93891426
9Locked40.94061670
10Locked40.93641743
11Locked40.94251893
12Locked43.34542181
13Locked40.96982852
14Locked40.917112426
15Locked40.948662281
16Locked40.9131241814
17Locked40.9292241450
18Locked40.99431110519
19Locked40.911836034357
20Locked40.912157286855
21Locked40.3120022150602
22Locked40.9124695221547
23Locked40.9118907319291
24Locked43.3127090445290

 

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jbrennand
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Message 2 of 23
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Re: Packet loss and connection drops

Post up the upstream data and network logs too. But reset the RS errors first by doing this.
__________________________________________

Switch the Hub off and unplug it for a few minutes and then start up. When done, 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) 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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F1TeamLH
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Message 3 of 23
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Re: Packet loss and connection drops

Hi Jbrennard did as you suggested, powered off the Hub 3.0 and disconnected the power for 10mins and powered it back on. Still same issues

 

Downstream bonded channels

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

13310000006.943256 qam25
22030000007.540256 qam9
32110000007.140256 qam10
4219000000743256 qam11
52270000006.540256 qam12
6235000000640256 qam13
72430000005.640256 qam14
82510000005.840256 qam15
9259000000640256 qam16
102670000006.440256 qam17
112750000006.540256 qam18
122830000006.843256 qam19
132910000006.840256 qam20
142990000006.940256 qam21
153070000006.943256 qam22
163150000006.940256 qam23
173230000006.840256 qam24
183390000006.840256 qam26
193470000006.540256 qam27
203550000006.340256 qam28
213630000005.840256 qam29
223710000005.540256 qam30
233790000005.140256 qam31
24387000000540256 qam32



Downstream bonded channels

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

1Locked43.3135416481
2Locked40.93549
3Locked40.948493
4Locked43.3630185
5Locked40.9950339
6Locked40.91162599
7Locked40.914551046
8Locked40.919561844
9Locked40.324152942
10Locked40.330434737
11Locked40.927606726
12Locked43.317609573
13Locked40.9134711914
14Locked40.9111415384
15Locked43.388318577
16Locked40.991219451
17Locked40.3111518734
18Locked40.9145214600
19Locked40.9196511720
20Locked40.9252210793
21Locked40.934308836
22Locked40.949126350
23Locked40.355424449
24Locked40.946773247

 

Upstream bonded channels

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

14619999842.3512064 qam3
23260000040.8512064 qam5
33940006342.3512064 qam4
45370007042.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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F1TeamLH
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Message 4 of 23
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Re: Packet loss and connection drops

Network Log

Time Priority Description

09/07/2021 06:03:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 17:29:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:18:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 06:37:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 02:06:28noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 02:06:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 12:52:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 07:05:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 07:05:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 07:13:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 07:13:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 07:13:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 5 of 23
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Re: Packet loss and connection drops

Yes its still not looking good can you just 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.

Also are you in modem mode with your own router and and do you have other devices connected on ethernet cables into the Hub (or your router)?

Can you set up a BQM (below) so we can take a look at the overall picture. You didnt actually say what the issues are you are experiencing - but with those Post-RS errors I think you will beed a Tech visit

If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

--------------------
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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F1TeamLH
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Message 6 of 23
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Re: Packet loss and connection drops

I have checked all the Cables made sure they in properly. The Coax Cable into the HUB is nice and tight. I've looked at the Virgin media Box outside the House thats seems all fine. Setup BQM and been running that for awhile now. My Online games keep disconnecting with Ping Timeout,
Stream movies on netflix gets stopped & gets pixilated. Thinkitled.jpg

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Paul_DN
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Message 7 of 23
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Re: Packet loss and connection drops

Hi F1TeamLH,

 

Thank you for reaching out to us in our community and welcome back, sorry to se you are experiencing packet loss and connection drops which are effecting gaming and streaming.

 

I have had a look our end and cannot see any issues at all, I can see you have a 3rd party Router and have ours in Modem Mode, please can you put ours back in Router Mode,

 

I appreciate you have advised you have done a pin reset previously however please can you try this again once you have put our Router back in Router mode,   

 

First check all the internal connections are hand tight then push a pin/ paper clip in the back of the Router where it says reset, push in until you feel it press then hold in for a timed 1 Minute, do not reboot during or after and allow 15 Minutes to settle afterwards?

 

Regards

 

Paul.

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F1TeamLH
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Message 8 of 23
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Re: Packet loss and connection drops

As mentioned above - I already Did a Pin Reset! - Will this one be different?  - i have taken Off my Asus Router, put a pin into the HUB Reset reset it to defaults. Left it connected over night. Below is the stats from the Hub.

Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000006.843256 qam25
22030000007.540256 qam9
32110000007.140256 qam10
42190000006.943256 qam11
52270000006.440256 qam12
6235000000640256 qam13
72430000005.640256 qam14
82510000005.540256 qam15
92590000005.940256 qam16
102670000006.340256 qam17
112750000006.440256 qam18
122830000006.543256 qam19
132910000006.540256 qam20
142990000006.640256 qam21
153070000006.843256 qam22
163150000006.840256 qam23
173230000006.540256 qam24
183390000006.640256 qam26
193470000006.440256 qam27
203550000006.140256 qam28
213630000005.640256 qam29
223710000005.440256 qam30
23379000000540256 qam31
243870000004.940256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked43.310631
2Locked40.980
3Locked40.980
4Locked43.370
5Locked40.970
6Locked40.340
7Locked40.990
8Locked40.970
9Locked40.380
10Locked40.980
11Locked40.960
12Locked43.360
13Locked40.9100
14Locked40.9160
15Locked43.3510
16Locked40.91460
17Locked40.94150
18Locked40.9254414
19Locked40.9418374
20Locked40.96527404
21Locked40.98081857
22Locked40.987691737
23Locked40.385802683
24Locked40.970543087

 

 

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F1TeamLH
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Re: Packet loss and connection drops

Upstream bonded channels

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

14619998642.3512064 qam3
23260004140.8512064 qam5
33940000240.8512064 qam4
45369999642.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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John_GS
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Message 10 of 23
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Re: Packet loss and connection drops

Thanks for coming back to us.

 

Okay so from a system check, a couple of your downstream levels are out of spec, which needs a tech to attend

 

I'll PM you now to get the address etc

 

Best,

John_GS
Forum Team


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