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Shkeats
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Message 1 of 19
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Hub 3 - Variable Power Levels, Post RS Errors, Partial Service Errors in Network Log

Hello,

I've been having intermittent connectivity issues with my 100mbps VM since it was activated (October). I live in London E11. I've never found an area fault reported on the VM site nor have I been able to fail their connectivity test. The router status pages on the Hub 3 tell a very different story.

My setup is a Hub 3 in Modem only mode, connected to a Unifi USG + AP. I'm confident in my network gear as I ran the same previously on BT without fault and the Hub3 itself reports errors. 

The downstream power levels seems to flip between low and high power states on different days and at different times, usually settling in the range of -3 - +1 or alternatively up as high as +14. The previous owner of the address had a 6db attenuator attached which they left behind. The longest time I've had a stable reliable connection with no or low post rs errors was during these high power states with the 6db attenuator fitted (settling into the range of about 5-9db), to be clear this doesn't last and power levels fall drastically again eventually, the connection becomes unstable and I have to remove the attenuator. The connection is never entirely stable in lower power states and is only reliable in 5-9db range with the attenuator fitted, however this does not last as the power levels change again eventually. I now have an unreliable connection (connection drops, packet loss etc.) more often than I have a stable one.

Things I have tried: 

  • Factory reset the hub.
  • A different attenuator, no attentuator.
  • Using the coax cable left behind by the previous owner.
  • Using the coax cable supplied new to me by VM.
  • Reboot the hub. (Reboot the hub and supply a new log, the same thing happens every time)
  • Wired and wireless connections on my network.

I have included the router status log from Hub 3 below in it's current (lower power level, no attenuator state.) You'll see the high level of Post RS errors as well as the outages reported in the network log. The next time I catch the hub in it's higher power state I can post that back here too. Apologies for posting seperately it was tripping the character limit for some reason (table formatting?)

Any help or advice appreciated, I suspect at this stage the fault exists somewhere upstream of the Hub 3, either in the VM wall box in my flat or generally at the street/cabinet level. I'm a software dev and pretty tech/network savvy so feel free to have it at it with any more complicated suggestions or things to try.

Thanks, Shaun

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Shkeats
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Message 2 of 19
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Re: Hub 3 - Variable Power Levels, Post RS Errors, Partial Service Errors in Network Log

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1202750000-2.237256 qam9
2210750000-237256 qam10
3218750000-1.937256 qam11
4226750000-1.938256 qam12
5234750000-1.438256 qam13
6242750000-1.238256 qam14
7250750000-0.738256 qam15
8258750000-0.938256 qam16
9266750000-0.438256 qam17
10274750000-0.738256 qam18
11282750000-0.238256 qam19
12290750000-0.238256 qam20
132987500000.238256 qam21
143067500000.237256 qam22
153147500000.537256 qam23
163227500000.537256 qam24
173307500000.738256 qam25
183707500000.437256 qam26
193787500000.537256 qam27
20386750000137256 qam28
213947500000.937256 qam29
224027500000.938256 qam30
234107500000.737256 qam31
244187500000.937256 qam32

    Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked37.6171657887530
2Locked37.3144838083080
3Locked37.6121819287134
4Locked38.6102357894241
5Locked38.6829610105066
6Locked38.968735097078
7Locked38.658651486731
8Locked38.652088788368
9Locked38.646073289198
10Locked38.642419385734
11Locked38.638350789504
12Locked38.635054583638
13Locked38.631551782468
14Locked37.628035283819
15Locked37.625182984020
16Locked37.622457682064
17Locked38.620025784766
18Locked37.615488676773
19Locked37.614235376413
20Locked37.612840975693
21Locked37.613207971787
22Locked38.614062372385
23Locked37.321453972221
24Locked37.622792577661
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Message 3 of 19
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Re: Hub 3 - Variable Power Levels, Post RS Errors, Partial Service Errors in Network Log

  Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13940009633512064 qam2
22580000033.3512064 qam4
34620000033.3512064 qam1
43260008033512064 qam3

    Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0030
2ATDMA0000
3ATDMA0010
4ATDMA0010

   

Cable Modem Status
ItemStatusComments
Acquired Downstream Channel (Hz)202750000Locked
Ranged Upstream Channel (Hz)39400096Locked
Provisioning StateOnline 

 

 

Network Log

Time

Priority

Description

20/03/2021 12:37:57

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 12:37:57

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 12:37:53

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 12:37:53

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 12:36:51

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 12:36:51

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 10:46:32

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 10:46:32

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 10:30:51

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 10:30:50

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 10:30:46

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 10:30:46

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 10:30:45

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 10:30:45

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 10:30:32

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 10:30:32

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 06:40:10

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2021 06:40:10

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/03/2021 21:43:3

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/03/2021 20:21:6

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 4 of 19
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Re: Hub 3 - Variable Power Levels, Post RS Errors, Partial Service Errors in Network Log

Horrendous!   US power level is too low and far, far too many PostRS errors.  Along with the SYNC errors, it's any wonder you have a working circuit at all.!

This needs an engineer to sort out.  Maybe something faulty in the Upstream at the Cab or a cable fault into the house?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 5 of 19
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Re: Hub 3 - Variable Power Levels, Post RS Errors, Partial Service Errors in Network Log

Here's the power levels now flipped back to high this evening. (no changes made on my part). If I fit the attenuator now I may get a usable connection for a few hours but they drop again sooner or later.

What's the steps to get an engineer out? I feel like I'm not going to get very far over the phone with this level of detail, fear I'll end up being sent a new hub.

Downstream bonded channels

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

120275000013.138256 qam9
221075000013.137256 qam10
321875000013.337256 qam11
422675000013.337256 qam12
523475000013.537256 qam13
624275000013.537256 qam14
725075000013.837256 qam15
825875000013.636256 qam16
926675000013.936256 qam17
1027475000013.436256 qam18
1128275000013.936256 qam19
1229075000013.536256 qam20
132987500001436256 qam21
1430675000013.936256 qam22
153147500001436256 qam23
1632275000013.936256 qam24
173307500001436256 qam25
183707500001336256 qam26
1937875000013.136256 qam27
2038675000013.536256 qam28
2139475000013.336256 qam29
2240275000013.136256 qam30
2341075000012.935256 qam31
244187500001335256 qam32



Downstream bonded channels

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

1Locked38.6185020588653
2Locked37.6156228984166
3Locked37.6131462188217
4Locked37.6110496895413
5Locked37.6896603106610
6Locked37.374353898401
7Locked37.363532688114
8Locked36.656438789651
9Locked36.649895090563
10Locked36.645900287075
11Locked36.341467891019
12Locked36.637860685200
13Locked36.634008183934
14Locked36.330177485272
15Locked36.627061685514
16Locked36.624124083614
17Locked36.321508787319
18Locked36.616443678392
19Locked36.615094678135
20Locked36.613570378404
21Locked36.313881174056
22Locked36.314695174185
23Locked35.522095275503
24Locked35.7233633

80288

 

Upstream bonded channels

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

13940000033512064 qam2
22580000033.3512064 qam4
34620000033.3512064 qam1
43260000033512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0000
3ATDMA0010
4ATDMA0010
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Message 6 of 19
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Re: Hub 3 - Variable Power Levels, Post RS Errors, Partial Service Errors in Network Log

This afternoon power levels have dropped back to low. The service really is unusable, and has been for some time. 

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Message 7 of 19
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Re: Hub 3 - Variable Power Levels, Post RS Errors, Partial Service Errors in Network Log

You need a tech visit to sort this.

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone). Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).

You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.

A VM person should pick this up here and respond, but it can take a week or so for them to get here.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 8 of 19
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Re: Hub 3 - Variable Power Levels, Post RS Errors, Partial Service Errors in Network Log

Hi Shkeats,

 

Thanks for your post and welcome to the Community Forum.

 

I've been able to locate your account using your forum details and I can see that there are some issues with your connection. I've booked a technician appointment for you so that we can take a closer look at this. You can check the details of this appointment on your MyVM page.

 

Please let me know if you need any more help or if you have any other questions.

 

Thanks,

 

Laurie_C
Forum Team
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Message 9 of 19
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Re: Hub 3 - Variable Power Levels, Post RS Errors, Partial Service Errors in Network Log

Thanks Laurie,

The engineer came and was a nice guy, very helpful. There was a problem with the wiring coming into the house which he resolved and now my power levels are in spec and seem to be stable so far. Overall things have dramatically improved and I'm seeing no more Post RS errors.

However, the engineer also said there was an area fault with SNR that he wouldn't be able to resolve himself on the day, the ticket number for the fault is F008898577. This never showed up on my account or as a visible fault on the VM website, is this something you could check the status/progress on?

Thanks for your help.
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Message 10 of 19
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Re: Hub 3 - Variable Power Levels, Post RS Errors, Partial Service Errors in Network Log

Good afternoon @Shkeats

 

I am glad that we have managed to get most of this resolved. 

 

I have taken a look over the mentioned ticket, the estimated time of fix is for the 01/04/21.

 

Kind regards,

Zak_M

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