Menu
Reply
  • 17
  • 0
  • 0
mwarby
Joining in
619 Views
Message 1 of 26
Flag for a moderator

Intermittant loss of connection - could someone check my stats please

For the last couple of evenings I've been experiencing intermittent droputs (I can ping my third party router, but not 8.8.8.8). Tech support initially thought it was a cable issue which unplugging it appeared to fix, however issue has returned

Whilst I'm used to interpreting ADSL connection stats, DOCSIS stats I'm not so familar with. I suspect the connection is OK but only just hanging on(downsream error count doesn't look ideal).

Thanks in advance

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
403000000
Locked
Ranged Upstream Channel (Hz)
39399981
Locked
Provisioning State
Online

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1403000000-0.238256 qam30
21950000001.437256 qam8
32030000001.437256 qam9
4211000000138256 qam10
52270000000.536256 qam12
62350000000.738256 qam13
72430000001.738256 qam14
82510000000.540256 qam15
92590000001.238256 qam16
102670000000.738256 qam17
112750000000.738256 qam18
122830000001.440256 qam19
13291000000038256 qam20
142990000000.738256 qam21
153070000000.938256 qam22
163150000000.738256 qam23
173230000001.440256 qam24
183630000000.240256 qam25
19371000000038256 qam26
20379000000040256 qam27
213870000000.540256 qam28
22395000000-0.738256 qam29
234110000000.238256 qam31


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.917820
2Locked37.324544313
3Locked37.314889319
4Locked38.610924141
5Locked36.325427221
6Locked38.61851556
7Locked38.913817108
8Locked40.365509
9Locked38.9684855
10Locked38.658577
11Locked38.9714011
12Locked40.3456811
13Locked38.644106
14Locked38.936746
15Locked38.933387
16Locked38.929742
17Locked40.327190
18Locked40.322010
19Locked38.919850
20Locked40.918350
21Locked40.318400
22Locked38.919090
23Locked38.916550

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1393999815.05512064 qam4
2325999914.85512064 qam5
3462000195512064 qam3
4537000484.7512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

0 Kudos
Reply
  • 13.2K
  • 1.01K
  • 3.07K
Very Insightful Person
Very Insightful Person
610 Views
Message 2 of 26
Flag for a moderator

Re: Intermittant loss of connection - could someone check my stats please

downstream levels are good -6 +10 is the range - some noise on the line i would suggest as there [as you note] high pre and post rs errors on some channels - hub is sorting most of them

upstream looks to be the problem - 2 channels at 5+ - read that as 50+ - theres a bug in the firmware that has the decimal point in the wrong place - 50 is ok but only just - if that rises its likely the hub will drop the connection

try and look at the upstream the next time the connection drop and post the levels

also post the network log - i dont understand much of whats in them but others will likely comment

if it is the upstream you need a tech - you could do with one anyway to check if the noise can be sorted easily

____________________

Tony
0 Kudos
Reply
  • 17
  • 0
  • 0
mwarby
Joining in
603 Views
Message 3 of 26
Flag for a moderator

Re: Intermittant loss of connection - could someone check my stats please

Refresh data
Network Log
Time Priority Description
10/06/2019 18:10:59 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 18:11:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 18:35:13 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 18:35:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 19:18:41 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 19:18:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 19:42:43 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 19:42:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 20:02:21 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 20:02:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 20:29:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 20:29:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 21:10:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2019 21:11:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2019 01:29:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2019 01:32:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2019 06:53:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2019 07:20:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2019 16:37:40 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2019 16:37:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
  • 17
  • 0
  • 0
mwarby
Joining in
600 Views
Message 4 of 26
Flag for a moderator

Re: Intermittant loss of connection - could someone check my stats please

in mean time I'll untangle the cables a bit, might help

0 Kudos
Reply
  • 607
  • 94
  • 312
Very Insightful Person
Very Insightful Person
586 Views
Message 5 of 26
Flag for a moderator

Re: Intermittant loss of connection - could someone check my stats please


@mwarby wrote:

in mean time I'll untangle the cables a bit, might help


Well it can't harm but I don't think it'll help too much unless you happen to find a connection which seems to be a bit loose and you can (finger) tighten it up.

The downstream statistics are actually quite good power and S/N ratio wise, however you have a fair number of PreRS errors and they are mostly concentrated in the lower frequency channel (what shows as channel 1 is actually the highest frequency then it starts going up from 2), which is indicative of noise/interference getting in- there's more inherent noise at lower frequencies so these bands get preferentially affected.

The upstream power levels are right on the upper bounds of what's acceptable, the MDD Timeouts are indicative of the modem having trouble talking and the RCS Partial Service is the modem losing some of the channels entirely.

What I suspect is that you have a bad connection or damaged cable somewhere in the run back to the cabinet, it may be inside your house or in the box outside where the coax cable comes up, this is allowing noise to enter the circuit, the upstream power levels rise to try to compensate and if they reach a certain threshold value, the modem will reset to try to renegotiate a better connected - rinse and repeat.

You'll need an engineer visit to check it all, either call it in although you may have to go through the 'change wifi channels' etc. before persuading them to send an engineer out. Alternatively hold-fire until one of the forum team find this thread and contacts you directly to arrange things.

Best wishes

John

0 Kudos
Reply
  • 17
  • 0
  • 0
mwarby
Joining in
582 Views
Message 6 of 26
Flag for a moderator

Re: Intermittant loss of connection - could someone check my stats please

I did notice the exterior connection, which come from a neighboring property seems to be a little damaged. The  cover is off and you can see f plugs joining cable. The neighbors kids seem to keep their scooters next to it too

Not sure how virgin would go about fixing an issue on a nieghbors property

0 Kudos
Reply
  • 17
  • 0
  • 0
mwarby
Joining in
579 Views
Message 7 of 26
Flag for a moderator

Re: Intermittant loss of connection - could someone check my stats please

I have to say its a real shame that the tech support staff seem not to be able to interpret the modems stats nearly as well as fellow users. Thanks for help. The cable rejig did nothing, but at least it rules it out

0 Kudos
Reply
  • 834
  • 38
  • 72
Forum Team
Forum Team
549 Views
Message 8 of 26
Flag for a moderator

Re: Intermittant loss of connection - could someone check my stats please

Hi mwarby, 

 

Welcome to our community forums and thank you for taking the time to get in touch! 

 

I am really sorry to see you're having problems with your broadband connection,  I have had a quick look at our end and can't see any obvious issues. I will send you a private message so we can get your details and investigate this further.

 

Please look out for a purple envelope in the top corner and reply when you can 🙂 

 

Look forward to hearing from you, 

 

 

 

Hetty_R
0 Kudos
Reply
  • 17
  • 0
  • 0
mwarby
Joining in
542 Views
Message 9 of 26
Flag for a moderator

Re: Intermittant loss of connection - could someone check my stats please

I dont see a purple icon, and I dont seem to have any PMs

 

Checking modem logs this morning I saw some new errors overnight under network logs, which jem101 said would indicative of dropouts

0 Kudos
Reply
  • 13.2K
  • 1.01K
  • 3.07K
Very Insightful Person
Very Insightful Person
529 Views
Message 10 of 26
Flag for a moderator

Re: Intermittant loss of connection - could someone check my stats please


@mwarby wrote:

I did notice the exterior connection, which come from a neighboring property seems to be a little damaged. The  cover is off and you can see f plugs joining cable. The neighbors kids seem to keep their scooters next to it too

Not sure how virgin would go about fixing an issue on a nieghbors property


a connection from next door will be no problem to them - they will just barge in and look - maybe knock on his door maybe not

but your comment raises a question - why are you connected from next door - that in itself may not have any bearing on your problems but a connection like that should only be done as a temp measure unless there are big problems giving you your own drop cable - block paving drives - crossing land they have no permission to cross - flats and a few other reasons

if you have your own drop point on the pavement and the cable from there can be routed across your land then you should push for that

____________________

Tony
0 Kudos
Reply