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Split second drop outs repeatedly throughout the day [HELP]

MJS1991
On our wavelength

I recently upgraded to giga byte wifi with Virgin Media and I'm currently really disappointed with the service.
I keep receiving split second dropouts throughout the day and night where I will lose connection for anywhere from a few seconds to a minute. I'm a home worker , working for a software company and this cut out is enough to disconnect and boot me from any team meetings I maybe having at the time. This has lead to me having to work from a coffee shop a few times as not to look unprofessional dropping out of calls. This has also effected my relaxation time as I'm getting booted repeatedly form any gaming servers I play for disconnecting. This has been going on for 6 months + however the disconnections have gotten worse this past month which is what ha prompted me to make this post requesting assistance form the community. I'm using a wired connection directly into my PC and Laptop

Things I have tried so far;

  • Router Firmware updated
  • PC Network drivers updated
  • Turning router off/on
  • Turning PC/Laptop off/on
  • Forward Path Attenuator ( someone suggested to me DB powers were to high) (makes no difference off or on)  
  • There are no issues in my area 

I would like an engineer to come out and look at the street box / home setup 

MJS1991_0-1689587649939.pngMJS1991_1-1689587747791.png

 

1 ACCEPTED SOLUTION

Accepted Solutions

Client62
Legend

Showing over 600 million Pre RS Errors and over a 100 Post RS errors on the 3.1 Downstream channel, are those figures stable now or still rapidly rising ?

See where this Helpful Answer was posted

19 REPLIES 19

MJS1991
On our wavelength

Router Stats

Downstream

Time Priority Description

Mon 17/07/2023
10:37:41
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
10:06:39
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
10:06:39
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
10:06:15
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
10:06:15
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
10:05:50
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
10:05:50
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
09:15:52
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:37:05
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:37:05
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:36:41
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:36:41
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:36:17
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:36:17
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:05:41
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:05:41
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:05:06
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:05:06
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
08:00:39
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
07:13:21
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
07:06:23
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
07:06:23
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
07:05:38
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
07:05:38
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
05:35:43
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
05:35:43
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
04:45:17
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
04:45:17
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
04:35:13
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
04:35:13
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
04:15:02
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
04:04:54
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
03:22:31
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
02:43:07
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
02:34:08
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
02:34:08
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
02:14:33
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
02:14:32
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
02:07:57
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
02:04:26
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
02:04:26
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
00:04:07
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/07/2023
00:04:07
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/07/2023
22:04:08
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/07/2023
22:04:08
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/07/2023
19:51:07
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/07/2023
19:42:31
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/07/2023
19:42:31
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/07/2023
19:41:36
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/07/2023
19:41:36
5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;




 

MJS1991
On our wavelength

3.0 Upstream channels

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

123600000435120 KSym/secQAM645
23010000043.55120 KSym/secQAM644
336600000445120 KSym/secQAM643
443100000445120 KSym/secQAM642
54960000044.55120 KSym/secQAM641



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.038.52KQAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900

MJS1991
On our wavelength

Downstream re posted

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

263390000006.435.8QAM25626
11390000009.736.6QAM2561
2147000000936.6QAM2562
31550000008.837.4QAM2563
41630000008.536.6QAM2564
51710000008.236.6QAM2565
6179000000836.6QAM2566
71870000007.736.6QAM2567
81950000007.436.6QAM2568
92030000007.436.4QAM2569
102110000007.236.6QAM25610
112190000007.337.6QAM25611
122270000007.337.4QAM25612
132350000007.436.6QAM25613
142430000007.336.6QAM25614
152510000007.336.4QAM25615
16259000000736.6QAM25616
172670000006.636.4QAM25617
182750000006.336.6QAM25618
192830000006.436.6QAM25619
202910000006.636.6QAM25620
212990000006.436.6QAM25621
223070000006.536.4QAM25622
233150000006.636.6QAM25623
243230000006.636.6QAM25624
253310000006.836.4QAM25625
273470000006.135.8QAM25627
28355000000635.8QAM25628
293630000005.935.8QAM25629
303710000005.535.6QAM25630
313790000005.435.1QAM25631



3.0 Downstream channels

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

26Locked35.77991100
1Locked36.60965300
2Locked36.60965300
3Locked37.35598800
4Locked36.60965300
5Locked36.60965300
6Locked36.60965300
7Locked36.60965300
8Locked36.60965300
9Locked36.38689000
10Locked36.60965300
11Locked37.63627600
12Locked37.35598800
13Locked36.60965300
14Locked36.60965300
15Locked36.38689000
16Locked36.60965300
17Locked36.38689000
18Locked36.60965300
19Locked36.60965300
20Locked36.60965300
21Locked36.60965300
22Locked36.38689000
23Locked36.60965300
24Locked36.60965300
25Locked36.38689000
27Locked35.77991100
28Locked35.77991100
29Locked35.77991100
30Locked35.59507800
31Locked35.08354900



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked360.36351312851141

Client62
Legend

Showing over 600 million Pre RS Errors and over a 100 Post RS errors on the 3.1 Downstream channel, are those figures stable now or still rapidly rising ?

MJS1991
On our wavelength

They Have risen the latest figures since the post this morning 

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked360.27082914551144

MJS1991
On our wavelength

What does that mean in layman terms though. Apologies I'm not network savy.

Adduxi
Very Insightful Person
Very Insightful Person

Usually a fault on the line, e.g. noise ingress.  PostRS errors are not good, as these are errors that the modem cannot correct, so the data has to be re-transmitted.  PreRS errors are errors that have been corrected, but still errors non the less.

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

MJS1991
On our wavelength

Ah thank-you for the explanation. What in your experience causes these faults. Is it an outside fault or inside? 
I've checked my wires an they seem to be connected correctly with no visible damage along the cable outside or inside.

Adduxi
Very Insightful Person
Very Insightful Person

Could be anything along the connection path, from a cable inside, outside or faulty kit in the street cabinet.  Hard to say, but a VM field technician should be able to ascertain with the correct equipment.

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