QAM readings

[wedgie2000]

Hi

Since the recent speed increase my upstream QAM keeps changing to 32 or 16 on some channels plus my BQM is now showing a small level of dropped packages across the day. Is this normal or does it need checking out by Virgin as I'm sure these all showed 64 QAM consistently before? 

[jbrennand]

Try a restart as below first and then post up the rest of the data as per below (2).
______________________________________________________________

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 see if the QAM's have returned to 64 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.

(2)---------

Just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, 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

[wedgie2000]

Thanks - I've checked connections and rebooted several times over the past week with no improvement but will redo tomorrow and post results as you suggest.

[wedgie2000]

Connections checked and reset as suggested. QAM's still the same. Any thoughts appreciated?

Downstream bonded channels

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

1	331000000	0.2	38	256 qam	25
2	339000000	0.5	38	256 qam	26
3	347000000	0.5	38	256 qam	27
4	355000000	0.4	38	256 qam	28
5	363000000	0.2	40	256 qam	29
6	371000000	0.2	38	256 qam	30
7	379000000	0	38	256 qam	31
8	387000000	0	38	256 qam	32
9	395000000	0	38	256 qam	34
10	403000000	0	38	256 qam	35
11	411000000	0.2	38	256 qam	36
12	419000000	0	38	256 qam	37
13	427000000	0	40	256 qam	38
14	435000000	-0.5	38	256 qam	39
15	443000000	-0.9	38	256 qam	40
16	451000000	-0.9	38	256 qam	41
17	459000000	-1	38	256 qam	33
18	467000000	-1.2	38	256 qam	42
19	475000000	-1.5	38	256 qam	43
20	483000000	-1.5	38	256 qam	44
21	491000000	-1.5	38	256 qam	45
22	499000000	-1.4	40	256 qam	46
23	507000000	-1.4	40	256 qam	47
24	515000000	-1.2	38	256 qam	48

Downstream bonded channels

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

1	Locked	38.9	0	0
2	Locked	38.6	5	0
3	Locked	38.9	5	0
4	Locked	38.9	5	0
5	Locked	40.3	4	0
6	Locked	38.9	5	0
7	Locked	38.6	4	0
8	Locked	38.6	5	0
9	Locked	38.9	6	0
10	Locked	38.9	5	0
11	Locked	38.9	5	0
12	Locked	38.9	1	0
13	Locked	40.3	4	0
14	Locked	38.6	5	0
15	Locked	38.9	6	0
16	Locked	38.9	5	0
17	Locked	38.9	5	0
18	Locked	38.9	7	0
19	Locked	38.9	5	0
20	Locked	38.9	5	0
21	Locked	38.9	6	0
22	Locked	40.3	6	0
23	Locked	40.3	18	0
24	Locked	38.9	0	0

Upstream bonded channels

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

1	49600000	43	5120	64 qam	1
2	23600000	39.5	5120	16 qam	5
3	43100000	42.3	5120	64 qam	2
4	36600000	41.5	5120	32 qam	3
5	30100000	40.5	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	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

Network Log

[wedgie2000]

Network Log

Time Priority Description

24/11/2022 09:52:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2022 09:52:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2022 09:52:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2022 11:29:39	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2022 22:23:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2022 11:19:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2022 08:07:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2022 07:14:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2022 09:42:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2022 15:57:18	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2022 00:29:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2022 22:50:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2022 20:20:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2022 17:55:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2022 10:58:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2022 10:38:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2022 10:38:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2022 10:38:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2022 10:34:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2022 10:34:17	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[wedgie2000]

BQM 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/46d9cfb6d0514af2d0b88ebcb4ac6f8302...

[wedgie2000]

Any thoughts if this is ok or needs needs Virgin to check out?

Thanks all

[Ashleigh_C]

Hi there @wedgie2000

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry to hear that you have faced this issue with your services and thank you for posting all the Hub specs and BQM.

I can see that there is a Signal to Noise Ration (SNR) outage in your area that will be causing issues with your services. This is due to be resolved on the 29th of November at 17.20. 

Are you able to let us know how things are looking after this time? 

Thanks again.

[wedgie2000]

Thanks Ashleigh for letting me know and will update later this week

[wedgie2000]

Just checked this morning and also rebooted the hub but now showing only two channels at 64 qam so has this got worse?

Upstream bonded channels

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

1	49600000	43	5120	64 qam	1
2	23599341	39.3	5120	16 qam	5
3	43100000	42.3	5120	64 qam	2
4	36600000	41.5	5120	16 qam	3
5	30100000	40.5	5120	32 qam	4