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Connection issues - what to try next?

I've had problems for a while and I've had technical support and an engineer visit. In the last visit the engineer swapped out my Superhub 2 for a superhub 3 (because it has 4 channels instead of 2 so should be more resilient) and disconnected unused connections (I dropped the TV a while ago)

He mentioned finding noise on the connection but thought he had sorted it - but no 😞 I'm still getting pauses in connectivity - more often than the logs would suggest. They are usually in the evening

Do I try for another engineer appointment or do I hold out for BT to roll out fibre to the premises (supposedly within a few months for my area)?

Time	Priority	Description
18/07/2020 19:08:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2020 18:47:33	Error	DHCP RENEW sent - No response for IPv4; 
16/07/2020 17:28:37	critical	No Ranging Response received - T3 time-out; 
16/07/2020 12:05:50	Warning!	RCS Partial Service; 
16/07/2020 08:14:13	critical	No Ranging Response received - T3 time-out; 
16/07/2020 06:32:38	Warning!	Lost MDD Timeout; 
15/07/2020 20:19:58	Warning!	RCS Partial Service; 
15/07/2020 17:39:33	critical	No Ranging Response received - T3 time-out; 
15/07/2020 17:39:9	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted; 
15/07/2020 17:39:9	critical	Ranging Request Retries exhausted; 
15/07/2020 17:38:26	critical	No Ranging Response received - T3 time-out; 
15/07/2020 14:44:0	Warning!	Lost MDD Timeout; 
15/07/2020 11:48:47	Warning!	RCS Partial Service; 
15/07/2020 11:48:21	Warning!	Lost MDD Timeout; 
14/07/2020 19:43:44	Warning!	RCS Partial Service; 
13/07/2020 23:34:53	critical	No Ranging Response received - T3 time-out; 

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	6.4	38	256 qam	1
2	147000000	5.9	38	256 qam	2
3	155000000	4.1	38	256 qam	3
4	163000000	4.3	37	256 qam	4
5	171000000	6.9	40	256 qam	5
6	179000000	5.5	40	256 qam	6
7	187000000	5	38	256 qam	7
8	195000000	5	38	256 qam	8
9	203000000	7.4	38	256 qam	9
10	211000000	5	38	256 qam	10
11	219000000	2.2	38	256 qam	11
12	227000000	1.7	38	256 qam	12
13	235000000	3.2	38	256 qam	13
14	243000000	4.4	40	256 qam	14
15	251000000	4.1	38	256 qam	15
16	259000000	3	38	256 qam	16
17	267000000	2.7	38	256 qam	17
18	275000000	2.7	38	256 qam	18
19	283000000	2.7	38	256 qam	19
20	291000000	2.9	38	256 qam	20
21	299000000	2.7	38	256 qam	21
22	307000000	2.5	40	256 qam	22
23	315000000	2	38	256 qam	23
24	323000000	1.5	38	256 qam	24


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	146	0
2	Locked	38.6	20869	70484
3	Locked	38.6	20094	23205
4	Locked	37.6	1961	0
5	Locked	40.3	799	563
6	Locked	40.3	416	13
7	Locked	38.9	228	0
8	Locked	38.9	625	0
9	Locked	38.9	2605	267
10	Locked	38.9	73232	37757
11	Locked	38.9	1565	55
12	Locked	38.6	1021	52
13	Locked	38.9	1128	11
14	Locked	40.3	1718	143
15	Locked	38.9	142526	67812
16	Locked	38.9	2959	367
17	Locked	38.9	1203	24
18	Locked	38.9	767	32
19	Locked	38.9	554	0
20	Locked	38.6	800	0
21	Locked	38.6	893	0
22	Locked	40.3	1156	0
23	Locked	38.9	2897	256
24	Locked	38.9	7999	224

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	4.275	5120	64 qam	2
2	32600000	4.325	5120	64 qam	3
3	25800000	4.125	5120	64 qam	4
4	46200000	4.325	5120	64 qam	1


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

 

 

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Message 2 of 33
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Re: Connection issues - what to try next?

Edit: Sorry I read the table wrong!

How long has the router been on?

There appears to be a large number of 'Post RS Errors' on some of your downstream channels which is a sign of a fault on your line.

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Re: Connection issues - what to try next?

What you need to do is power cycle your hub to reset the Pre & Post RS error counts and then post a new set of stats after a few hours. This will indicate the frequency of these errors. I suspect noise ingress on your circuit, but let’s see if the new stats support this.


Tudor
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Re: Connection issues - what to try next?

Reset the hub - this is the data 4 hours later.

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	195000000	6.5	40	256 qam	8
2	203000000	8	40	256 qam	9
3	211000000	5.5	38	256 qam	10
4	219000000	2.7	38	256 qam	11
5	227000000	3	38	256 qam	12
6	235000000	3	38	256 qam	13
7	243000000	2.7	38	256 qam	14
8	251000000	6.8	40	256 qam	15
9	259000000	4	38	256 qam	16
10	267000000	3.2	40	256 qam	17
11	275000000	3.2	40	256 qam	18
12	283000000	3.2	40	256 qam	19
13	291000000	3.5	40	256 qam	20
14	299000000	3.5	38	256 qam	21
15	307000000	3.4	40	256 qam	22
16	315000000	3	40	256 qam	23
17	323000000	2.9	40	256 qam	24
18	427000000	1.5	40	256 qam	25
19	435000000	1	38	256 qam	26
20	443000000	0.7	40	256 qam	27
21	451000000	0.5	38	256 qam	28
22	459000000	0.5	38	256 qam	29
23	467000000	0.5	38	256 qam	30
24	475000000	1.2	38	256 qam	31


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	10	0
2	Locked	40.9	1	0
3	Locked	38.9	8	0
4	Locked	38.9	6	0
5	Locked	38.6	7	0
6	Locked	38.9	21	0
7	Locked	38.6	69	62
8	Locked	40.9	9	0
9	Locked	38.9	5	0
10	Locked	40.3	7	0
11	Locked	40.3	8	0
12	Locked	40.3	13	0
13	Locked	40.3	8	0
14	Locked	38.9	13	0
15	Locked	40.3	19	0
16	Locked	40.3	14	0
17	Locked	40.3	3	0
18	Locked	40.3	32	0
19	Locked	38.9	36	0
20	Locked	40.3	43	0
21	Locked	38.9	42	0
22	Locked	38.9	44	0
23	Locked	38.9	40	0
24	Locked	38.9	27	0

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	4.375	5120	64 qam	2
2	32600000	4.3	5120	64 qam	3
3	25800000	4.225	5120	64 qam	4
4	46200000	4.425	5120	64 qam	1


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

 

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Message 5 of 33
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Re: Connection issues - what to try next?

Those errors are too much for that small time period. I have also noticed that there is a very wide range of power levels on the downstream, from 0.5 right up to 8. I think there is something in the specs about this and I would not expect see such a variation in levels. I think you need a technician back and it would be best to wait for a VM staff member to get to your post as I would not expect the current call handlers on the customer services line to understand this at all.


Tudor
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Message 6 of 33
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Re: Connection issues - what to try next?

Thanks for replying - and getting past the script based support is hard. If only the technicians got the notes from the forum it would be easier still 😀

I'm literally about 30 paces away from the noisy green cabinet in the street so you wouldn't expect me to be having so many issues...

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Re: Connection issues - what to try next?

Hi cleverfiend,

 

Thanks for posting, and I'm sorry to see you've been having some issues with the connection. 

 

I'll just need a few more details from you so I can arrange a technician, I've sent you a PM to get this. (purple envelope, top right hand corner)

 

Alex_Rm

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Re: Connection issues - what to try next?

To provide an update (and a summary)

I've had this problem on and off for years - nothing has got to the bottom of it but I used to work full time and never noticed the frequency of the drops. Up to last month, I've had the cable in my garden re-pulled (that was a few years ago), a section in the street replaced and 3 different cable modems 

Last month the virgin engineer swapped out my superhub 2 for a superhub 3 as it had 2 extra tuners. He also disconnected any unused cables so they didn't pick up any RF interference. He did pick up some noise but couldn't find where and everything checked out before he left.

The engineer who called last week wasn't sure what to do. He swapped the attenuator at the back of the cable modem (he said we hadn't used ones like the one I had fitted for ten years) and went to the cabinet and untwisted and tightened my cable. Again the standard tests he ran came back fine.

I've had a more stable connection since and I hadn't noticed as many drops (while I was sat using my connection) but today the connection dropped - first I had T3 timeout messages in the logs and the errors on the cable modem went crazy. Not knowing if this was from the single incident I reset the modem but things have been stable since (interesting that the test within my virgin media thought my cable modem was unplugged the first time I ran it)

Everything looks normal again now - I'm loathed to have another engineer visit as I have to disconnect everything so the engineer can get to my kit (it's in an alcove behind the TV stand) and I've had lots of these visits over the year.

I'm also guessing that the noise isn't related to my house as just about everything has been replaced. Is there anything else we can try or do I just live with the occasional drops? The connection is only down for a couple of minutes but it's annoying when you are doing something like being on a call or streaming. There is no obvious pattern to disconnections and things have got better - there are certainly less logged incidents (although the connection sometimes freezes without an incident in the modem log)

I'm running a Netgear R7000 router and modem mode - I've got wired and wireless connections, all have the same issues. I also have a Samknows monitoring box that reports 95% of advertised bandwidth over a month, and no long detectable patterns of downtime that it has picked up, so the problem is intermittent and not happening very often.

I've posted current stats but these look ok to the untrained eye. Any suggestions on where to go next? Openreach is reporting we are due to get FTTP within the next three months so there is hope if I can't get this sorted.

Thanks 😀

 

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	195000000	3.5	40	256 qam	8
2	203000000	5.9	40	256 qam	9
3	211000000	2.7	40	256 qam	10
4	219000000	1.2	40	256 qam	11
5	227000000	0.7	40	256 qam	12
6	235000000	2.4	40	256 qam	13
7	243000000	2.9	40	256 qam	14
8	251000000	3.5	40	256 qam	15
9	259000000	2.5	40	256 qam	16
10	267000000	2.2	40	256 qam	17
11	275000000	2.2	40	256 qam	18
12	283000000	2.2	40	256 qam	19
13	291000000	2.4	40	256 qam	20
14	299000000	2.4	40	256 qam	21
15	307000000	2.2	40	256 qam	22
16	315000000	2	40	256 qam	23
17	323000000	1.7	40	256 qam	24
18	427000000	0.5	40	256 qam	25
19	435000000	0.5	40	256 qam	26
20	443000000	0.2	40	256 qam	27
21	451000000	0.2	40	256 qam	28
22	459000000	0	40	256 qam	29
23	467000000	0.2	40	256 qam	30
24	475000000	0.2	40	256 qam	31


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.9	28	0
2	Locked	40.3	19	0
3	Locked	40.9	22	0
4	Locked	40.3	20	0
5	Locked	40.3	36	0
6	Locked	40.3	4	0
7	Locked	40.9	13	0
8	Locked	40.9	15	0
9	Locked	40.3	12	0
10	Locked	40.3	26	0
11	Locked	40.9	18	0
12	Locked	40.9	22	0
13	Locked	40.9	21	0
14	Locked	40.9	31	0
15	Locked	40.3	23	0
16	Locked	40.9	37	0
17	Locked	40.3	272	0
18	Locked	40.9	87	0
19	Locked	40.9	108	0
20	Locked	40.3	128	0
21	Locked	40.3	148	0
22	Locked	40.3	140	0
23	Locked	40.3	116	0
24	Locked	40.3	131	0

 

Network Log
Time	Priority	Description
01/01/1970 00:01:30	critical	No Ranging Response received - T3 time-out;CM- CM-QOS=1.1;CM-VER=3.0;
26/07/2020 10:01:19	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM- CM-QOS=1.1;CM-VER=3.0;
26/07/2020 10:01:19	critical	Ranging Request Retries exhausted;CM- CM-QOS=1.1;CM-VER=3.0;
26/07/2020 09:56:37	critical	No Ranging Response received - T3 time-out;CM- CM-QOS=1.1;CM-VER=3.0;
25/07/2020 21:40:47	Error	DHCP REBIND WARNING - Field invalid in response;CM- CM-QOS=1.1;CM-VER=3.0;
24/07/2020 23:29:33	Error	DHCP RENEW sent - No response for IPv4;CM- CM-QOS=1.1;CM-VER=3.0;
21/07/2020 16:54:5	critical	No Ranging Response received - T3 time-out;CM- CM-QOS=1.1;CM-VER=3.0;
21/07/2020 13:44:2	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM- CM-QOS=1.1;CM-VER=3.0;
21/07/2020 13:41:35	Warning!	Lost MDD Timeout;CM- CM-QOS=1.1;CM-VER=3.0;
21/07/2020 13:41:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM- CM-QOS=1.1;CM-VER=3.0;
21/07/2020 13:41:31	Warning!	RCS Partial Service;CM- CM-QOS=1.1;CM-VER=3.0;
21/07/2020 13:41:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM- CM-QOS=1.1;CM-VER=3.0;
21/07/2020 13:41:21	Warning!	RCS Partial Service;CM- CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31	critical	No Ranging Response received - T3 time-out;CM- CM-QOS=1.1;CM-VER=3.0;
18/07/2020 23:41:10	Error	DHCP REBIND WARNING - Field invalid in response;CM- CM-QOS=1.1;CM-VER=3.0;
18/07/2020 20:04:25	Error	DHCP RENEW sent - No response for IPv4;CM- CM-QOS=1.1;CM-VER=3.0;
18/07/2020 19:08:32	critical	No Ranging Response received - T3 time-out;CM- CM-QOS=1.1;CM-VER=3.0;
17/07/2020 18:47:33	Error	DHCP RENEW sent - No response for IPv4;CM- CM-QOS=1.1;CM-VER=3.0;
16/07/2020 17:28:37	critical	No Ranging Response received - T3 time-out;CM- CM-QOS=1.1;CM-VER=3.0;
16/07/2020 12:05:50	Warning!	RCS Partial Service;CM- CM-QOS=1.1;CM-VER=3.0;

 

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Message 9 of 33
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Re: Connection issues - what to try next?

Hi cleverfiend,

 

Thanks for coming back and I'm happy to hear that things seem to have improved off the back of your engineer appointment. Although I am sorry to hear that this has been a recurring issue for you that has remained unresolved.

 

Let me know how thing have been since you last commented and if you need help with anything else.

 

All the best,

 

Beth

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Re: Connection issues - what to try next?

Two days later, only one drop that I've noticed, which was reported in the log as RCS Partial Service

Current signal levels look fine. I'll keep an eye on things - at least it seems improved if not cured... 😀

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	195000000	5.4	40	256 qam	8
2	203000000	6	40	256 qam	9
3	211000000	2.2	40	256 qam	10
4	219000000	1.7	40	256 qam	11
5	227000000	0.7	40	256 qam	12
6	235000000	3	38	256 qam	13
7	243000000	4.5	40	256 qam	14
8	251000000	2.9	40	256 qam	15
9	259000000	2.5	40	256 qam	16
10	267000000	2.5	40	256 qam	17
11	275000000	2.5	40	256 qam	18
12	283000000	2.7	40	256 qam	19
13	291000000	2.7	40	256 qam	20
14	299000000	2.5	40	256 qam	21
15	307000000	2.5	40	256 qam	22
16	315000000	2.2	40	256 qam	23
17	323000000	2	40	256 qam	24
18	427000000	0.7	40	256 qam	25
19	435000000	0.5	40	256 qam	26
20	443000000	-0.2	40	256 qam	27
21	451000000	0	38	256 qam	28
22	459000000	0.2	40	256 qam	29
23	467000000	0.4	40	256 qam	30
24	475000000	0	40	256 qam	31


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	138	28
2	Locked	40.3	97	120
3	Locked	40.3	142	18
4	Locked	40.3	120	40
5	Locked	40.3	157	12
6	Locked	38.9	69	38
7	Locked	40.9	93	10
8	Locked	40.9	78	12
9	Locked	40.3	83	12
10	Locked	40.3	88	12
11	Locked	40.3	68	12
12	Locked	40.3	78	12
13	Locked	40.9	83	14
14	Locked	40.3	142	14
15	Locked	40.3	107	13
16	Locked	40.9	463	64
17	Locked	40.3	647	54
18	Locked	40.9	351	20
19	Locked	40.9	429	42
20	Locked	40.3	513	19
21	Locked	38.9	589	18
22	Locked	40.3	542	33
23	Locked	40.3	530	58
24	Locked	40.3	588	39

 

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