Upstream Power Issues

[-cb-]

I've been experiencing connection drops recently and a VM tech changed my router to no avail.

Now I can see that the problem is that the upstream transmission needs more power than the hub is capable of. The hub seems to max out at 51 dBmV, and at times all 4 channels are transmitting at full power like the image below.

I know this was a bad day and a bad time, but it's a regular occurrence causing almost daily outages.

What's the process to get this looked into?

In the meantime, would it be possible to get the hub configured for one upstream channel?

 

[Tudor]

Yes those upstream figures are too high, but we need all the downstream figures and network log as well.

[-cb-]

Thanks for the response.

I don't have a screenshot of the downstream signals when the connection is down, will take one when that happens next.

However, from what I've seen all channels are under 4 dBmV power with 37 or 38 dB SNR. There's also an attenuator in the downward path, so the signal can be boosted (or attenuated) further. iirc the hub can handle up to 6 dBmV, and I've never seen that high a signal.

As for the network log, the hub was rebooted when the connection was out earlier today, and this is the error it seems to give over and over till it connects:

I've also pasted the full log below, although the forum software seems to not like tabs:

07/07/2022 20:58:49 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 20:42:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 20:42:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 20:42:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 20:42:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 20:42:42 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 20:42:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 20:42:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 20:42:36 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 20:42:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 18:10:1 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 17:51:27 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 17:50:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 17:50:8 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 17:49:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 17:47:25 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 17:46:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 17:44:46 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 17:43:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 17:43:24 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[-cb-]

So I was wondering... are you expecting any further information from me?

Here's a snapshot of everything from when the connection was down earlier on today:

 

 

 

[-cb-]

And here's a further snapshot of all the stats just as the connectivity went down earlier today...

 

 

 

[Tudor]

Should be 24 or 32 downstream and 4 upstream channels. Possible work in your area.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[-cb-]

There's 4 upstream channels normally when everything works correctly. I've seen more reported, but I suspect that's a software bug. When the connection drops, they drop off one by one, as was happening in the case above.

Tech is booked for Tuesday, but they typically try to fix the problem with voodoo rather than raise the paperwork that has to be raised to fix the issue... and then I have to call another tech because their window for raising paperwork closes.

The purpose of this thread is to make what's happening evident, so that the problem gets solved without a stupid number of tech calls. Last time this happened over 20 techs came out before it was finally sorted.

[Adduxi]

There is also a problem with noise on the line as noted by the PostRS errors.  These should be zero or very small numbers.  Maybe a cable repull is in order if you have had so many technician visits.?

[-cb-]

Yes, quite possible. I don't have enough information to determine whether that's required.

I know it was on the cards last time this issue happened, but in the end the networks team chose not to do it... but maybe things have changed since then.

[Megan_L]

Hi -CB-,

Thanks for your post, I am sorry you were having issues with your broadband services recently with the frustrating drop outs and power level issues. 

I've had a look at your services on my side and can see you've recently had an engineer call out for this particular issue. 

Were they able to resolve the problem?

If not, please let us know so we can continue to support you!

Thanks,

Megan_L