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ROBF100
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Connection issues / TV quality issues

Hi,

Been a customer for years and have always had issues with devices - mostly the macbook - needed to reconnect to the router occasionally. When re-signing this year I asked for and got a new router, but it didn't solve it. The same issue goes for other devices too - all work fine then occaisionaly no internet and need to reconnect. As you can imagine, with now WFH and doign video calls this has gone from a minor annoyance that has never been bad enough for me to worry about to a pretty major headache.

In addition, i've noticed that BT Sport is sometimes unwatchable, lots of break up etc. 

I wonder if the issue is the box in my house - it's a telewest box, here when i moved in and looks very very old. When i move the cables around it seems to effect the TV so wonder if they need replacing?

How does one go about getting Virgin to send an engineer to look at this stuff? If I can't get it fixed pretty quickly I'll have to go to telephone line delivered broadband.

 

Thanks,

Rob

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Tudor
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Message 2 of 22
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Re: Connection issues / TV quality issues

First of all we can take a look at your circuit. Please go into your hub on 192.168.0.1 (192.168.100.1 if modem mode) and post your up/downstream stats and network log. 


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
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Re: Connection issues / TV quality issues

Hi, I hope this is the info you were referring to! Thanks for your help:

Downstream bonded channels

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

1267000000-438256 qam17
2139000000-2.938256 qam1
3147000000-2.738256 qam2
4155000000-2.738256 qam3
5163000000-2.738256 qam4
6171000000-2.738256 qam5
7179000000-338256 qam6
8187000000-338256 qam7
9195000000-3.238256 qam8
10203000000-3.438256 qam9
11211000000-3.238256 qam10
12219000000-3.440256 qam11
13227000000-3.538256 qam12
14235000000-3.738256 qam13
15243000000-438256 qam14
16251000000-4.738256 qam15
17259000000-4.938256 qam16
18275000000-3.938256 qam18
19283000000-3.538256 qam19
20291000000-3.738256 qam20
21299000000-3.438256 qam21
22307000000-3.238256 qam22
23315000000-2.940256 qam23
24323000000-2.740256 qam24



Downstream bonded channels

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

1Locked38.611868676830
2Locked38.6109319110132
3Locked38.970915135095
4Locked38.645958148564
5Locked38.938445148736
6Locked38.618033117691
7Locked38.635069151816
8Locked38.928902164034
9Locked38.982810151135
10Locked38.978708137025
11Locked38.665473130204
12Locked40.385192115384
13Locked38.976957111306
14Locked38.989335101173
15Locked38.994604102847
16Locked38.994554116836
17Locked38.698301110025
18Locked38.912401657133
19Locked38.916694650150
20Locked38.912469241713
21Locked38.911304645013
22Locked38.98576046049
23Locked40.37341536927
24Locked40.36005336719

 

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Re: Connection issues / TV quality issues

Upstream bonded channels

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

1393999334.825512064 qam4
2603000004.975512064 qam1
3537000014.925512064 qam2
4461999444.875512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Connection issues / TV quality issues

Network Log

Time Priority Description

22/09/2020 15:27:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 01:08:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2020 21:24:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2020 09:50:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2020 09:50:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2020 09:50:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2020 09:50:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2020 09:50:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2020 09:50:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 21:44:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 21:44:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 21:44:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 21:44:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 21:44:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 13:27:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 13:27:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 13:27:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 13:27:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 13:27:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 13:27:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tudor
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Message 6 of 22
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Re: Connection issues / TV quality issues

There are a lot of Pre & Post RS errors, but they can be misleading as they are accumulative since the hub was last power cycled. So please power cycle your hub and post a new set of these stats in a few hours. /


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
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ROBF100
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Message 7 of 22
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Re: Connection issues / TV quality issues

Hi Tudor,

Thank you - I will do this, although (lockdown notwithstanding) I'm currently travelling for work so will post up at the weekend.

Thank you!

Rob

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Message 8 of 22
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Re: Connection issues / TV quality issues

Hi, so - this took longer then planned - but I reset my wifi router yesterday at 11am and it's now 6pm, so these are the logs after 31 hours running following a reset (power off for 5 mins). I was prompted after a day or two of crappy internet again. Thank you if you take time to read! Rob

Downstream:

Downstream bonded channels

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

1267000000-3.938256 qam17
2139000000-2.938256 qam1
3147000000-2.938256 qam2
4155000000-2.738256 qam3
5163000000-2.738256 qam4
6171000000-2.738256 qam5
7179000000-2.938256 qam6
8187000000-338256 qam7
9195000000-3.238256 qam8
10203000000-3.238256 qam9
11211000000-3.238256 qam10
12219000000-3.240256 qam11
13227000000-3.538256 qam12
14235000000-3.938256 qam13
15243000000-4.238256 qam14
16251000000-4.738256 qam15
17259000000-4.538256 qam16
18275000000-3.738256 qam18
19283000000-3.438256 qam19
20291000000-3.438256 qam20
21299000000-338256 qam21
22307000000-2.938256 qam22
23315000000-2.540256 qam23
24323000000-2.540256 qam24



Downstream bonded channels

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

1Locked38.9520
2Locked38.9140
3Locked38.6150
4Locked38.9120
5Locked38.6120
6Locked38.9120
7Locked38.6140
8Locked38.9150
9Locked38.9260
10Locked38.6190
11Locked38.6210
12Locked40.3180
13Locked38.9280
14Locked38.6280
15Locked38.6290
16Locked38.9750
17Locked38.9710
18Locked38.9330
19Locked38.9260
20Locked38.9320
21Locked38.9350
22Locked38.9310
23Locked40.3230
24Locked40.3250

 

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Re: Connection issues / TV quality issues

Upstream:

Upstream bonded channels

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

13940000049.5512064 qam4
26030028850.8512064 qam1
35370000050.5512064 qam2
44620000049.8512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Message 10 of 22
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Re: Connection issues / TV quality issues

Network Log

Time Priority Description

31/10/2020 18:02:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 18:01:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 06:14:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 06:14:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 06:14:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 06:14:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 06:14:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 06:14:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 11:01:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 06:06:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 05:42:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 05:42:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 05:42:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 05:42:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 05:42:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 05:42:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 23:01:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 21:53:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 10:45:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 10:44:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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