on 18-07-2021 22:38
I'm having issues with intermittent connection dropouts on my broadband with countless T3 timeouts. In conjunction with this I'm receiving a large amount of RS errors. I spoke on the phone and phone person forced me to reset router/he did something on his side; no change. I was then assigned a network engineer to come fit a new router and that has not solved the issue, he confirmed there's no issues with power levels either. I rang up Virgin again and kept getting non-UK call centre who don't seem to understand it's not a device problem but the actual internet is down and kept making me restart/reset the router which as proved before had no issues, and even try to redirect the call to a third party gadget support.
Below is RS errors of since the last clear out, previous it was more than 100k on some of the channels (in space of a day).
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 5559 | 2 |
2 | Locked | 40.3 | 23882 | 4102 |
3 | Locked | 40.3 | 21993 | 3143 |
4 | Locked | 40.3 | 19431 | 2153 |
5 | Locked | 40.3 | 17277 | 1371 |
6 | Locked | 40.3 | 15591 | 798 |
7 | Locked | 40.9 | 14314 | 510 |
8 | Locked | 40.3 | 13227 | 340 |
9 | Locked | 40.9 | 12211 | 272 |
10 | Locked | 40.3 | 11691 | 217 |
11 | Locked | 40.3 | 11024 | 196 |
12 | Locked | 40.3 | 10584 | 143 |
13 | Locked | 40.3 | 10103 | 126 |
14 | Locked | 40.3 | 9194 | 132 |
15 | Locked | 40.3 | 8436 | 91 |
16 | Locked | 40.3 | 7511 | 57 |
17 | Locked | 38.9 | 6507 | 17 |
18 | Locked | 40.3 | 5586 | 28 |
19 | Locked | 40.3 | 4376 | 15 |
20 | Locked | 40.3 | 4181 | 0 |
21 | Locked | 38.9 | 4015 | 10 |
22 | Locked | 38.9 | 3593 | 0 |
23 | Locked | 38.9 | 3395 | 0 |
24 | Locked | 40.3 | 2867 | 1 |
on 19-07-2021 11:53
on 19-07-2021 13:05
I restarted
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 338750000 | -1 | 38 | 256 qam | 26 |
2 | 202750000 | 4.5 | 40 | 256 qam | 9 |
3 | 210750000 | 4.5 | 40 | 256 qam | 10 |
4 | 218750000 | 4 | 40 | 256 qam | 11 |
5 | 226750000 | 3.9 | 40 | 256 qam | 12 |
6 | 234750000 | 3.5 | 40 | 256 qam | 13 |
7 | 242750000 | 3 | 40 | 256 qam | 14 |
8 | 250750000 | 2.7 | 40 | 256 qam | 15 |
9 | 258750000 | 2.4 | 40 | 256 qam | 16 |
10 | 266750000 | 1.9 | 40 | 256 qam | 17 |
11 | 274750000 | 1.7 | 40 | 256 qam | 18 |
12 | 282750000 | 1.2 | 40 | 256 qam | 19 |
13 | 290750000 | 1 | 40 | 256 qam | 20 |
14 | 298750000 | 0.7 | 40 | 256 qam | 21 |
15 | 306750000 | 0.2 | 40 | 256 qam | 22 |
16 | 314750000 | 0 | 40 | 256 qam | 23 |
17 | 322750000 | -0.5 | 38 | 256 qam | 24 |
18 | 330750000 | -0.9 | 40 | 256 qam | 25 |
19 | 346750000 | -1.4 | 40 | 256 qam | 27 |
20 | 354750000 | -1.7 | 40 | 256 qam | 28 |
21 | 362750000 | -2.2 | 39 | 256 qam | 29 |
22 | 370750000 | -2.4 | 40 | 256 qam | 30 |
23 | 378750000 | -2.7 | 38 | 256 qam | 31 |
24 | 386750000 | -3 | 40 | 256 qam | 32 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32599971 | 39.8 | 5120 | 64 qam | 5 |
2 | 39400017 | 39.8 | 5120 | 64 qam | 4 |
3 | 46199991 | 41.8 | 5120 | 64 qam | 3 |
4 | 53699996 | 42.3 | 5120 | 64 qam | 2 |
errors in log look like this
No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
on 19-07-2021 13:09
on 21-07-2021 11:35
Hi @halo123
Thanks for posting on our community forum!
I'm going to private message you now to investigate further, please keep an eye on your inbox.
Regards
on 29-07-2021 15:04
I sent you a message back
on 29-07-2021 17:15
Hi halo123,
Thanks for coming back to us via private message.
Travis will be back in touch with you shortly to discuss things further with you 🙂
Thanks,
on 01-08-2021 20:34
look how many RS errors i'm getting
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 31.4 | 529303578 | 0 |
on 02-08-2021 11:31
It's getting to the point that due to errors/corrupt signal the router will get to the point where it will automatically restart itself once it hits the threshold. This is unbelievable, how do you expect people to WFH?
on 02-08-2021 12:28
Having checked this is going to need a technician visit, I will send you a Private Message to get some more details to arrange this for you.
Looking forward to hearing back from you.
Rob