Poor performance & disconnections

[lmackle]

Hi

The connection seems to be getting very unstable over the past month, despite resetting the router regularly and testing both wifi and ethernet connections to eliminate any issues on my end. 

In terms of modem status:

Downstream bonded channels

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

1	203000000	-3.2	40	256 qam	9
2	139000000	-8.7	37	256 qam	1
3	147000000	-7.5	38	256 qam	2
4	155000000	-6	38	256 qam	3
5	163000000	-4.5	40	256 qam	4
6	171000000	-4.4	38	256 qam	5
7	179000000	-3.7	40	256 qam	6
8	187000000	-2.9	40	256 qam	7
9	195000000	-3.7	40	256 qam	8
10	211000000	-2	40	256 qam	10
11	219000000	-3.2	40	256 qam	11
12	227000000	-2.7	40	256 qam	12
13	235000000	-1.2	40	256 qam	13
14	243000000	-2.2	40	256 qam	14
15	251000000	-2.5	40	256 qam	15
16	259000000	0	40	256 qam	16
17	267000000	-1.5	40	256 qam	17
18	275000000	-1.5	40	256 qam	18
19	283000000	-0.7	40	256 qam	19
20	291000000	-1.7	40	256 qam	20
21	299000000	-1	40	256 qam	21
22	307000000	-1.7	40	256 qam	22
23	315000000	-1	40	256 qam	23
24	323000000	-2.2	40	256 qam	24

[lmackle]

Downstream bonded channels

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

1	Locked	40.3	150397	99381
2	Locked	37.3	574477	156120
3	Locked	38.2	283481	135251
4	Locked	38.9	212443	124825
5	Locked	40.3	194470	117408
6	Locked	38.9	184136	114453
7	Locked	40.3	176402	109978
8	Locked	40.9	165756	105399
9	Locked	40.9	157798	102808
10	Locked	40.3	142979	95546
11	Locked	40.3	137067	92041
12	Locked	40.3	132634	88730
13	Locked	40.3	126512	86648
14	Locked	40.3	123642	84541
15	Locked	40.3	115920	80098
16	Locked	40.9	111792	75214
17	Locked	40.3	106876	71157
18	Locked	40.3	103050	68075
19	Locked	40.3	99016	62864
20	Locked	40.3	93031	60905
21	Locked	40.9	89532	58010
22	Locked	40.9	85529	54422
23	Locked	40.9	83742	53243
24	Locked	40.3	78862	50503

[lmackle]

Upstream bonded channels

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

1	23600000	50.5	5120	32 qam	5
2	36600000	49.3	5120	32 qam	3
3	43100000	49.3	5120	64 qam	2
4	49600000	48.8	5120	64 qam	1
5	30100000	39.5	5120	64 qam	4

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	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0

[jbrennand]

Thats dreadful. Your down powers are all low and several channels are below the minimum power level - also the spread of power levels is too high.

Two up channels have dropped qam to 32

Lots of RS and T errors.

You will probably need to get a Tech visit to investigate - in the meantime can you start from a blank sheet and do this.....
_____________________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet 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 (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes
When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
____________

And set up a BQM

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

[lmackle]

John

Thank you for taking the time to review my posts and provide advice. I've reset the modem and router a number of times in recent weeks, normally it will take a day or two for RS errors to accumulate.

Also been running a BQM for a few weeks now too:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a42b14fb523559cdfb6df87d04c96a618058ee31

[jbrennand]

BQM is spot on - no problems I can see on that time period

[John_GS]

Hi Imackle,

Thanks for posting and welcome back to the community. Apologies for the broadband issues. Thank you as always jbrennand for your advice, you do need a tech indeed for the upstream channels, I'll send you a PM now to get this booked in.

Best,

[John_GS]

Thanks for joining us on PM, lmackle and allowing us to book in the tech visit for the downstream issue. This visit can be tracked/cancelled etc in your online account - virg.in/myVM - within a few hours.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment