"Internet (Partial Service (DS only))"

[Sialko]

Hi all,

I have trouble with my VM 100M fibre connection. I am getting "Internet (Partial Service (DS only))" on Hub 3 since the time I activated it. The speed is awful and have multiple disconnections as well.

I moved recently to this property and noticed that the VM brown outside box is damaged.

Do you think this might be the cause? Can someone from VM arrange for it to be replaced?

Find below my router stats

[Sialko]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	32600028	Locked
Provisioning State	Online

Downstream bonded channels

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

1	139000000	1.7	30	256 qam	1
2	147000000	3.4	29	256 qam	2
3	155000000	2.5	35	256 qam	3
4	163000000	3.5	37	256 qam	4
5	171000000	2.9	38	256 qam	5
6	179000000	2.4	38	256 qam	6
7	187000000	1.2	38	256 qam	7
8	195000000	1.4	36	256 qam	8
9	203000000	0.7	35	256 qam	9
10	211000000	1.5	31	256 qam	10
11	219000000	1	27	256 qam	11
12	227000000	3.2	24	256 qam	12
13	235000000	3.5	40	256 qam	13
14	243000000	4	40	256 qam	14
15	251000000	4.5	40	256 qam	15
16	259000000	4.1	40	256 qam	16
17	267000000	5.1	40	256 qam	17
18	275000000	3.7	38	256 qam	18
19	283000000	3.2	38	256 qam	19
20	291000000	2.7	38	256 qam	20
21	299000000	1.9	38	256 qam	21
22	307000000	3.7	40	256 qam	22
23	315000000	2.2	38	256 qam	23
24	323000000	3	38	256 qam	24

Downstream bonded channels

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

1	Locked	30.9	415449727	31590980
2	Locked	29.8	54304628	354361344
3	Locked	35.9	27471297	555
4	Locked	37.9	304774	260
5	Locked	38.6	13765	208
6	Locked	38.6	2015	59
7	Locked	38.6	2446	69
8	Locked	36.1	6926041	165
9	Locked	35.4	5304359	171
10	Locked	31.9	311616259	93308
11	Locked	27.5	546231399	232888284
12	Locked	24	3854186	281653184
13	Locked	40.3	886	0
14	Locked	40.3	511	1
15	Locked	40.9	209	0
16	Locked	40.9	467	0
17	Locked	40.9	351	0
18	Locked	38.9	484	0
19	Locked	38.9	622	0
20	Locked	38.9	1130	51
21	Locked	38.9	1299	15
22	Locked	40.9	601	1
23	Locked	38.9	486	0
24	Locked	38.9	274	0

[Sialko]

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600028 49 5120 64 qam 11
2 39400034 48.8 5120 64 qam 8
3 46199963 48.3 5120 64 qam 6
4 25800000 47.8 5120 32 qam 12

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 13 0
2 ATDMA 0 0 17 0
3 ATDMA 0 0 10 0
4 ATDMA 0 0 15 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow
SFID 373054
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 373053
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log
Time Priority Description
27/04/2022 04:38:4 Warning! Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:37:44 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:37:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:37:24 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:37:23 Warning! Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:36:29 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:36:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:34:35 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:34:34 Warning! Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:33:37 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:33:35 Warning! Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:33:29 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:33:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:32:36 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

[BrianY]

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

1	Locked	30.9	415449727	31590980
2	Locked	29.8	54304628	354361344
11	Locked	27.5	546231399	232888284
12	Locked	24	3854186	281653184

Problems with low signal levels (below 30dB) plus Post RS errors.

Try a hub reboot to see if low signal levels increase above 30, otherwise a tech visit to adjust signal levels.

[Sialko]

Thanks BrianY for your input. 

Have rebooted the hub a few times since yesterday following troubleshooting guides from VM. Result is always the same.

I guess a tech visit might be the only solution.

[Roger_Gooner]

Some of your downstream power levels are poor, so a tech visit is needed unless there is an area fault.

[jbrennand]

Its the SNR levels that are low in the many of the Down channels. So Signal is being overwhelmed by Noise as evidenced by the mass of PostRs errors

Roger is right - you will need a Tech to investigate.

All you can do now is try this
_________________________

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) - and check SNR"s are all >35dB.

All unlikely to help the SNR's but worth a try before a Tech visit

[Sialko]

Thank you everyone!

I booked an engineer for this Friday. I will update the thread once that's done.

[Sialko]

Update:

The engineer visited as planned. He did his magic to the outside box as well as the inside one and broadband is working smoothly since then.

Many thanks

[Natalie_L]

Hi Sialko, 

Thank you for taking the time to update the thread and advise this issue has now been resolved. 

Please do get back in touch if you experiencing any further issues or have any questions. 

Thanks