on 25-11-2021 13:23
Hi, my upstream speed regularly (several times a day) drops to close to 0, meaning video calls (for work) and gaming (for fun) drop out.
My tale of woe: I've spoken at length to VM and haven't got anything very useful, no faults reported on the status page but they always say there is one on the phone (this has been true for over 5 years); an engineer visited about 6 months ago and said it was a network problem and that i'd be contacted when it was resolved, which I never was, and no fault was ever reported on the status page.
I would very much appreciate any help, as this is having a significant impact on my work which is mostly video calls.
I'm using all-cabled connections on several devices going via Google Nest Wifi routers, so this is not a Wifi issue. Google Nest Wifi routers helpfully don't respond to ICMP so my BQM graph is all red.
Downstream
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 379000000 1 38 256 qam 31
2 203000000 1.5 38 256 qam 9
3 211000000 1.2 38 256 qam 10
4 219000000 1.4 36 256 qam 11
5 227000000 1 37 256 qam 12
6 235000000 1.2 38 256 qam 13
7 243000000 1.4 38 256 qam 14
8 251000000 1.2 38 256 qam 15
9 259000000 1.2 38 256 qam 16
10 267000000 1.5 38 256 qam 17
11 275000000 1.4 38 256 qam 18
12 283000000 1 38 256 qam 19
13 291000000 1.7 38 256 qam 20
14 299000000 1.7 38 256 qam 21
15 307000000 1 38 256 qam 22
16 315000000 2 38 256 qam 23
17 323000000 2 38 256 qam 24
18 331000000 2 40 256 qam 25
19 339000000 2.5 38 256 qam 26
20 347000000 2 38 256 qam 27
21 355000000 1.2 40 256 qam 28
22 363000000 1.5 38 256 qam 29
23 371000000 1.5 38 256 qam 30
24 387000000 1.2 38 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 1158517 308320
2 Locked 38.9 2393328 667015
3 Locked 38.9 2306810 594655
4 Locked 36.3 2455347 685086
5 Locked 37.3 2495919 706910
6 Locked 38.9 2267671 627921
7 Locked 38.9 2168268 551649
8 Locked 38.9 2137122 441966
9 Locked 38.9 2099122 453249
10 Locked 38.9 2687894 573101
11 Locked 38.9 2242148 603459
12 Locked 38.9 1928027 402340
13 Locked 38.6 1755404 242894
14 Locked 38.9 2170356 268031
15 Locked 38.9 1828817 257877
16 Locked 38.9 1483253 179696
17 Locked 38.9 1391721 150750
18 Locked 40.3 1207568 107512
19 Locked 38.6 1111062 79179
20 Locked 38.9 1124642 85321
21 Locked 40.3 1138249 104252
22 Locked 38.9 1143833 104495
23 Locked 38.9 1192386 121278
24 Locked 38.6 959152 77654
Upstream
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200025 48.8 5120 64 qam 3
2 39399830 48.8 5120 64 qam 4
3 60299784 50 5120 64 qam 1
4 53700088 49.8 5120 64 qam 2
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 2 0
4 ATDMA 0 0 2 0
25-11-2021 13:45 - edited 25-11-2021 13:47
Are there known issues reported on 0800 561 0061 ?
Those RS errors may be a concern as are a few T3's - or they may be just historical build up - so can you do the procedure below. All other stats look in range. We also need to see the Network logs so post those and also a BQM trace will be very informative - and reveal any "overutilisation" issues that VM are reticent to admit to - so set one up as below.
_______________________
Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes
When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
_______________________________________
Set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality
on 25-11-2021 14:31
Hi John! I really appreciate your reply.
I've checked the tightness on all the cables, and the engineer also did when he was round (including outside) and told me it was all looking fine.
I did as you said and powered the modem off, and when it came back on all the counts were zero. Here's how things look an hour later.
Any tips on how to get a VM engineer to do whatever is necessary? I don't have much luck explaining what I need
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 379000000 1.4 38 256 qam 31
2 203000000 1.7 38 256 qam 9
3 211000000 1.7 38 256 qam 10
4 219000000 1.7 35 256 qam 11
5 227000000 1.4 36 256 qam 12
6 235000000 1.5 38 256 qam 13
7 243000000 1.7 38 256 qam 14
8 251000000 1.7 38 256 qam 15
9 259000000 1.5 38 256 qam 16
10 267000000 1.7 38 256 qam 17
11 275000000 1.7 38 256 qam 18
12 283000000 1.4 38 256 qam 19
13 291000000 2 38 256 qam 20
14 299000000 2.2 38 256 qam 21
15 307000000 1.5 38 256 qam 22
16 315000000 2.2 38 256 qam 23
17 323000000 2.5 38 256 qam 24
18 331000000 2.5 38 256 qam 25
19 339000000 2.9 38 256 qam 26
20 347000000 2.4 38 256 qam 27
21 355000000 1.7 38 256 qam 28
22 363000000 2 38 256 qam 29
23 371000000 2 38 256 qam 30
24 387000000 1.5 38 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 20 575
2 Locked 38.6 16 0
3 Locked 38.9 11 0
4 Locked 35.7 8 0
5 Locked 36.6 9 0
6 Locked 38.9 9 0
7 Locked 38.9 22 0
8 Locked 38.9 13 0
9 Locked 38.9 3 0
10 Locked 38.6 8 0
11 Locked 38.9 15 0
12 Locked 38.9 9 0
13 Locked 38.9 2 0
14 Locked 38.6 5 0
15 Locked 38.9 1 0
16 Locked 38.6 0 0
17 Locked 38.9 5 0
18 Locked 38.9 1 0
19 Locked 38.9 4 0
20 Locked 38.9 6 0
21 Locked 38.9 0 0
22 Locked 38.9 5 0
23 Locked 38.6 0 0
24 Locked 38.9 0 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39399669 48.3 5120 32 qam 4
2 46200000 48.8 5120 64 qam 3
3 60299629 49.8 5120 64 qam 1
4 53700049 50.3 5120 64 qam 2
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 1 0
on 25-11-2021 14:40
on 25-11-2021 15:22
Hi @willypimpernel.
Sorry to hear you are having ongoing issues with your service. We can understand the frustration caused and we want to best help.
I have been able to access your account using forums details and I can see there is a current SNR outage in the area that may be affecting your service. Our engineers have been made aware of this and are working to resolve this. The current estimated fix time for this is 25 NOV 2021 14:35.
Are you able to reboot your device and let me know if these issues persist after? If so, we can take further steps to resolve this.
Thanks,
30-11-2021 12:19 - edited 30-11-2021 12:20
Hi Akua_A,
I restarted the modem on Friday, and it's been running all weekend. I'm still getting a lot of errors, this is what it looks like after around 4 days:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 1.9 38 256 qam 9
2 211000000 1.7 40 256 qam 10
3 219000000 1.7 34 256 qam 11
4 227000000 1.4 35 256 qam 12
5 235000000 1.5 38 256 qam 13
6 243000000 1.9 40 256 qam 14
7 251000000 1.9 38 256 qam 15
8 259000000 1.7 40 256 qam 16
9 267000000 2 38 256 qam 17
10 275000000 1.9 38 256 qam 18
11 283000000 1 38 256 qam 19
12 291000000 1.5 38 256 qam 20
13 299000000 2 38 256 qam 21
14 307000000 1.4 38 256 qam 22
15 315000000 2.2 38 256 qam 23
16 323000000 2.5 38 256 qam 24
17 331000000 2.2 40 256 qam 25
18 339000000 2.5 38 256 qam 26
19 347000000 2 38 256 qam 27
20 355000000 1.5 38 256 qam 28
21 363000000 1.7 38 256 qam 29
22 371000000 1.7 38 256 qam 30
23 379000000 1.4 38 256 qam 31
24 387000000 1.7 38 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 1861348 274092
2 Locked 40.3 1603554 232893
3 Locked 34.4 1635642 231910
4 Locked 35 1587843 214947
5 Locked 38.9 1394434 160390
6 Locked 40.3 1286586 140079
7 Locked 38.9 1206998 119760
8 Locked 40.3 1429370 119895
9 Locked 38.9 1775372 143916
10 Locked 38.6 1790512 147504
11 Locked 38.9 1379544 115023
12 Locked 38.9 1314926 96450
13 Locked 38.6 1581533 110462
14 Locked 38.9 1435068 95135
15 Locked 38.6 953337 59941
16 Locked 38.9 778615 49156
17 Locked 40.3 590252 36160
18 Locked 38.9 504271 31538
19 Locked 38.9 559445 33090
20 Locked 38.9 625989 36609
21 Locked 38.9 637625 35039
22 Locked 38.9 722697 35611
23 Locked 38.9 700563 35562
24 Locked 38.9 482395 20521
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 48 5120 64 qam 4
2 46200000 48.5 5120 64 qam 3
3 60299939 49.8 5120 64 qam 1
4 53699971 50.3 5120 64 qam 2
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 1 0
4 ATDMA 0 0 0 0
@John I'm afraid my BQM is useless because my router does not support ICMP.
on 30-11-2021 12:36
I, personally think your upstream power may be a little too high! - Sure it's within tolerance at the point of testing - but if it goes over that it can cause problems like dropouts and poor u/l speed!
on 01-12-2021 15:23
Is there anything I can do to reduce my upstream power? My understanding is that I'm not supposed to fiddle with anything upstream of the cable modem, and there doesn't seem to be a way to do it there
on 01-12-2021 15:45
on 03-12-2021 13:16
The post-RS errors are constantly increasing. I'll put the hub 3 back in router mode and set up a bqm and report it back here (I have a Google Nest Wifi router, that's the full name of the device). Thanks for your ongoing help!
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 1.4 38 256 qam 9
2 211000000 1.2 40 256 qam 10
3 219000000 1.2 35 256 qam 11
4 227000000 1 34 256 qam 12
5 235000000 1 38 256 qam 13
6 243000000 1.4 40 256 qam 14
7 251000000 1.2 38 256 qam 15
8 259000000 1.2 38 256 qam 16
9 267000000 1.5 38 256 qam 17
10 275000000 1.4 38 256 qam 18
11 283000000 0.5 38 256 qam 19
12 291000000 1.2 38 256 qam 20
13 299000000 1.5 38 256 qam 21
14 307000000 1 38 256 qam 22
15 315000000 1.9 38 256 qam 23
16 323000000 1.9 38 256 qam 24
17 331000000 1.7 38 256 qam 25
18 339000000 2.4 38 256 qam 26
19 347000000 2 38 256 qam 27
20 355000000 1.4 40 256 qam 28
21 363000000 1.7 38 256 qam 29
22 371000000 1.5 38 256 qam 30
23 379000000 1 38 256 qam 31
24 387000000 1.4 38 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 2095420 309131
2 Locked 40.3 1812802 265335
3 Locked 35.7 1867863 271783
4 Locked 34.9 1860361 259143
5 Locked 38.9 1618200 198605
6 Locked 40.3 1487033 176373
7 Locked 38.9 1384549 153192
8 Locked 38.9 1635718 154629
9 Locked 38.9 2073692 184116
10 Locked 38.9 2071291 187598
11 Locked 38.9 1586036 145609
12 Locked 38.9 1494983 119191
13 Locked 38.9 1820714 132858
14 Locked 38.9 1646804 112969
15 Locked 38.6 1104175 70662
16 Locked 38.6 914667 58899
17 Locked 38.9 698547 43382
18 Locked 38.9 594064 37338
19 Locked 38.9 650760 38534
20 Locked 40.3 729024 42378
21 Locked 38.9 745863 40805
22 Locked 38.9 851603 43544
23 Locked 38.9 833217 79419
24 Locked 38.9 572145 27149