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.
- My power levels and SNRs all look ok (from reading Sephiroth's post) as far as I can tell, but I seem to have a large number of Pre-RS and Post-RS errors, which I can't explain
- One of the Upstream channels is usually degraded to 32qam
- I usually get one SYNC Timing Synchronization failure in the network log each day
- I've left a Google Meet tab running for a few days with the Troubleshooting tab open which it displays a graph indicating the connection delay (round-trip from me to google and back), which spikes when issues occur
- I think the problem is with the upstream because on video calls I always drop for the other people but continue to be able to see/hear them for a minute or two, before the connection is lost completely
- Drops last around 2-3 minutes, long enough to break anything I'm currently doing
- This occurs around 5 times a day, so hits quite a lot of calls/games
- When a drop occurs, it affects all devices on the network including PCs, Samsung TV and my phone (which uses wifi)
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.
- VM Package: M350 Fibre Broadband (this is FTTC, I have a cable modem and coax into my house)
- Connection type: ethernet
- Cable Modem: VM Hub 3
- Router: Google Nest Wifi
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
