Menu
Reply
jassifamily
  • 12
  • 0
  • 0
Joining in
338 Views
Message 1 of 12
Flag for a moderator

Extreme Network Loss

Hi Support, the past week has been very bad for my internet connection. There are regular dropouts during the day which ranges from high packet loss to total dropout. Please see BQM images from the past few days:

Screenshot_2020-09-14 Broadband Quality Monitor thinkbroadband.png9-Sept.png10-Sept.png11-Sept.png12-Sept.png13-Sept.pngLogsLogs

The latest logs are also attached.

Can I please get some assistance with this please as it makes WFH untenable.

Thanks.

0 Kudos
Reply
DJ_Shadow1966
  • 6.86K
  • 1.31K
  • 1.9K
Very Insightful Person
Very Insightful Person
335 Views
Message 2 of 12
Flag for a moderator

Re: Extreme Network Loss

Hello

I am afraid that the images will not be approved as they contain your IP address this is classed as personal information and isn't allowed to be posted in the forum, as is a risk to your network.

Regards Mike

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

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
333 Views
Message 3 of 12
Flag for a moderator

Re: Extreme Network Loss

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
jassifamily
  • 12
  • 0
  • 0
Joining in
324 Views
Message 4 of 12
Flag for a moderator

Re: Extreme Network Loss

Hi Mike, I've been logging BQM for the past week but my images weren't approved, here is BQM link for the past 24 hours, I think it highlights the problem well enough:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fe889d8b85c335533c8f3271f5d7a51a3b94e067-14-09-2020

Here is live link:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/552452a9900b04bfa05c9864323847be5b4344a4

Physical cables are fine and haven't been messed around with.

Running Superhub2AC in modem mode.

Downstream:

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)4.034.634.213.913.833.402.892.58
RxMER (dB)37.0937.6437.0936.3937.0937.9437.6437.94
Pre RS Errors
26043593149610472171510769396824
Post RS Errors
6569647696458866228659397

 

Upstream:

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2431
Frequency (Hz)53700000394000004620000060300000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)49.7547.7548.5050.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Network Logs:

Network Log

First TimeLast TimePriorityError NumberDescription
14/09/2020 08:50:05 GMT14/09/2020 08:50:05 GMTWarning (5)66050310Auth Success - Web login successful.
13/09/2020 21:34:31 GMT13/09/2020 21:34:31 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
13/09/2020 21:23:05 GMT13/09/2020 21:23:05 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/09/2020 21:22:59 GMT13/09/2020 21:22:59 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
13/09/2020 21:21:27 GMT13/09/2020 21:21:27 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:21:18 GMT13/09/2020 21:21:18 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:57 GMT13/09/2020 21:20:57 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:57 GMT13/09/2020 21:20:57 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:55 GMT13/09/2020 21:20:55 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:55 GMT13/09/2020 21:20:55 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:39 GMT13/09/2020 21:20:39 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:39 GMT13/09/2020 21:20:39 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:38 GMT13/09/2020 21:20:38 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:37 GMT13/09/2020 21:20:37 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:15 GMT13/09/2020 21:20:15 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:11 GMT13/09/2020 21:20:11 GMTWarning (5)84020200Lost MDD Timeout
13/09/2020 21:20:03 GMT13/09/2020 21:20:03 GMTWarning (5)84020200Lost MDD Timeout

 

 

 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
303 Views
Message 5 of 12
Flag for a moderator

Re: Extreme Network Loss


@jassifamily wrote:

... snip ...

Physical cables are fine and haven't been messed around with.

... snip ...

 


Have you physically checked them, internal and any external that you can access ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
jassifamily
  • 12
  • 0
  • 0
Joining in
301 Views
Message 6 of 12
Flag for a moderator

Re: Extreme Network Loss

Hi Mike yes these have been checked internally, can't see any obvious issues, same with external cable route.
0 Kudos
Reply
jassifamily
  • 12
  • 0
  • 0
Joining in
218 Views
Message 7 of 12
Flag for a moderator

Re: Extreme Network Loss

The outages continue, last night around 9PM and today around 4PM

0 Kudos
Reply
Anonymous
Not applicable
212 Views
Message 8 of 12
Flag for a moderator

Re: Extreme Network Loss

Your upstream power levels are quite high, however I'm unsure if this would cause your issues:

Upstream:

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2431
Frequency (Hz)53700000394000004620000060300000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)49.7547.7548.5050.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
0 Kudos
Reply
jassifamily
  • 12
  • 0
  • 0
Joining in
195 Views
Message 9 of 12
Flag for a moderator

Re: Extreme Network Loss

To anyone monitoring my live BQM please ignore that massive block of red from today. I was away from home for the day and a family member thought they could fix the problem by removing some cables and re-connecting them, they didn't check which cables came out from where and didn't know how to patch the equipment back together so were forced to wait for me.

Also my IP has now changed so please view new live graph here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e39db9b0bfa5ca0c0a1ad076c9b7820ee367a34d
0 Kudos
Reply
jassifamily
  • 12
  • 0
  • 0
Joining in
191 Views
Message 10 of 12
Flag for a moderator

Re: Extreme Network Loss

Just as an FYI I've just tried my Superhub2 AC in Router Mode and am still observing ping loss (8.8.8.8 and google.com to rule out DNS).

0 Kudos
Reply