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Pre & Post RS Errors - Issues with connection stability

Stuart1441
Tuning in

I'm experiencing an unreliable connection during MS Teams calls specifically what appears to be an upload issue where i can see incoming video but my sound / video doesn't come through to the other attendees. 

I've posted numerous times before about the same issue and having shutdown the network (Hub and associated WI-FI points and router) for over 30 mins yesterday, the issues are back again this morning. 

The error log below is since a reboot at 1500 yesterday (Circa 20hrs) 

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 6099 2173
2 Locked 38.9 5055 2066
3 Locked 38.9 3974 1806
4 Locked 38.6 3226 1634
5 Locked 38.6 2609 1619
6 Locked 38.6 2228 2041
7 Locked 38.6 1996 1667
8 Locked 38.9 1778 1766
9 Locked 38.6 1792 1768
10 Locked 38.6 1576 1549
11 Locked 38.6 1395 1591
12 Locked 38.9 1204 1454
13 Locked 38.6 1185 1577
14 Locked 38.6 1086 1364
15 Locked 38.9 1055 1460
16 Locked 38.9 1010 1401
17 Locked 38.9 933 1145
18 Locked 38.6 961 1192
19 Locked 38.9 860 1389
20 Locked 38.9 839 1112
21 Locked 38.9 808 1166
22 Locked 38.6 789 1093
23 Locked 38.9 851 1251
24 Locked 38.9 824 1164

13 REPLIES 13

Adduxi
Very Insightful Person
Very Insightful Person

You should have zero or very, very few PostRS errors. It could be a local area fault or a loose connection somewhere. VM will need to find and fix this. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Tudor
Very Insightful Person
Very Insightful Person

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Paul_DN
Forum Team
Forum Team

Hi Stuart1441,

Thank you for reaching out to us in our community and welcome, sorry to see you have been facing Pre & Post RS Errors and an intermittent connection.

I have been unable to locate you on our system with the details we have for you, how are things now, are you using a 3rd party Router or a VPN?

Regards

Paul.

Hi thanks for the reply 

I’ve got a Superhub 3 in modem mode then a ubiquiti edgerouter X and a two access points 

my laptop where I face most issues is hardwired with a gigabit connection 

The issue is with the modem rather than the network as it’s on the incoming signal 

Tudor
Very Insightful Person
Very Insightful Person

Those stats indicate a network problem, not a hub problem. Usually noise ingress. Please provide the upstream stats as well, they are just as important.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 0.2 38 256 qam 9
2 138750000 1.4 38 256 qam 1
3 146750000 1.5 38 256 qam 2
4 154750000 1.2 38 256 qam 3
5 162750000 1.2 38 256 qam 4
6 170750000 1.4 38 256 qam 5
7 178750000 1 38 256 qam 6
8 186750000 1 38 256 qam 7
9 194750000 0.5 38 256 qam 8
10 210750000 0 38 256 qam 10
11 218750000 -0.2 38 256 qam 11
12 226750000 -0.5 38 256 qam 12
13 234750000 -0.7 38 256 qam 13
14 242750000 -1 38 256 qam 14
15 250750000 -1.2 38 256 qam 15
16 258750000 -1.2 38 256 qam 16
17 266750000 -1 38 256 qam 17
18 274750000 -1 38 256 qam 18
19 282750000 -0.5 38 256 qam 19
20 290750000 0.2 38 256 qam 20
21 298750000 0.5 38 256 qam 21
22 306750000 0.5 38 256 qam 22
23 314750000 1.2 38 256 qam 23
24 322750000 1.2 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 19446 6983
2 Locked 38.6 724405 44444
3 Locked 38.9 885407 203579
4 Locked 38.9 406396 55196
5 Locked 38.6 44153 8962
6 Locked 38.9 35449 8528
7 Locked 38.6 29138 8165
8 Locked 38.9 25481 7432
9 Locked 38.6 21832 7312
10 Locked 38.6 16251 7157
11 Locked 38.9 11814 6346
12 Locked 38.6 8819 5866
13 Locked 38.9 6795 5410
14 Locked 38.9 5564 5748
15 Locked 38.9 5332 5739
16 Locked 38.9 4570 5215
17 Locked 38.6 4527 4889
18 Locked 38.9 4089 5513
19 Locked 38.9 3628 5192
20 Locked 38.9 3286 4936
21 Locked 38.6 3246 4759
22 Locked 38.9 3113 4441
23 Locked 38.9 2983 4147
24 Locked 38.9 2856 4270

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 23600000 49.5 5120 64 qam 9
2 49600000 50.3 5120 64 qam 1
3 30100000 49.8 5120 64 qam 4
4 43100000 50 5120 64 qam 2
5 36600000 49.8 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0

Refresh data
Network Log
Time Priority Description
09/01/2023 09:18:29 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 09:14:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 09:14:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 07:55:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 07:55:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 07:09:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 07:09:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 05:58:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 05:58:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 05:04:52 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 05:04:52 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 04:39:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 04:39:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 04:36:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 04:35:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 03:53:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 03:53:21 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 03:50:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 03:50:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 03:49:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Hi Stuart1441, 

Thanks for coming back to us about this, I am sorry you're still having issues with your connection. 

I have checked on my side and cannot find any issues with your Hub, including your power levels and channel specs. However, this could be due to you having the Hub in modem mode whilst using a 3rd party router - This masks any issues that could be appearing. So if you could disconnect your 3rd party router for the time being until we've investigated the issue it would really help.

I would like to start from the beginning so we can go over everything together in order to find out what the root cause of the issue is. 

I have some questions for you, some of which may seem very simple but bear with me - 

  • If the internet disconnects, do all devices on wired and WIFI disconnect at the same time?
  • Also, do any lights appear on the Hub to indicate an issue when the problem appears?
  • I have a link here - Speed Test - Could you please perform a speed test via wired connection and post a screenshot so we can see how your speeds are doing?
  • I would also recommend downloading the Connect App to see if this can detect any issues within the home.

This should give us more than enough to go off for now. 

Thanks,

Megan_L

Thanks for the reply, I'll answer your questions in turn 


- If the internet disconnects, do all devices on wired and WIFI disconnect at the same time? Yes, All devices receive no Internet connection, the internal network remains operational 
Also, do any lights appear on the Hub to indicate an issue when the problem appears? - No, no lights appear on the router 
I have a link here - Speed Test - Could you please perform a speed test via wired connection and post a screenshot so we can see how your speeds are doing?

Stuart1441_0-1673438408869.png


I would also recommend downloading the Connect App to see if this can detect any issues within the home.