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Connection drop outs

I've not long switched over to virgin from a slow ADSL connection since working from home and seeing the benefit from fast upload speeds. I have though been experiencing a lot of drop outs particularly during conference calls (MS Teams and Zoom) which I spend a lot of my day on. I've tried using wired and wifi connections to the Hub 3 I have. From reading through these forums it seems best to post up a BQM and the router stats for someone to tell me if there is a problem with the connection if its coming from somewhere else.

Downstream bonded channels

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

1139000000538256 qam1
21470000005.438256 qam2
31550000005.340256 qam3
41630000005.340256 qam4
51710000005.540256 qam5
61790000005.340256 qam6
71870000005.438256 qam7
81950000005.140256 qam8
92030000005.540256 qam9
102110000005.540256 qam10
11219000000537256 qam11
122270000004.538256 qam12
13235000000540256 qam13
142430000005.440256 qam14
152510000005.640256 qam15
16259000000640256 qam16
17267000000640256 qam17
18275000000640256 qam18
192830000006.440256 qam19
202910000006.540256 qam20
21299000000740256 qam21
223070000006.840256 qam22
233150000006.840256 qam23
24323000000740256 qam24



Downstream bonded channels

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

1Locked38.94980227
2Locked38.961622959
3Locked40.344601310
4Locked40.33830638
5Locked40.32493103
6Locked40.33924718
7Locked38.94019421
8Locked40.32562779
9Locked40.3199451
10Locked40.3146764
11Locked37.32193301
12Locked38.91441488
13Locked40.386649
14Locked40.3549231
15Locked40.3641156
16Locked40.986518
17Locked40.34893
18Locked40.95351
19Locked40.35977
20Locked40.333645
21Locked40.332413
22Locked40.376552
23Locked40.3760346
24Locked40.31100

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1603000004.025512064 qam1
2394000003.975512064 qam4
3462000003.975512064 qam3
4537000004512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Connection drop outs

Network Log

Time Priority Description

18/06/2020 13:23:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 04:01:31ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 23:38:29ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 19:22:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 19:15:31ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 10:48:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 10:29:34ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 15:17:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 17:09:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 09:06:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 16:59:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 16:52:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 13:48:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 08:07:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2020 07:25:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 10:21:16ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 00:30:34ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 20:11:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 16:34:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 16:34:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Connection drop outs

Good evening

You line states look fine up & down

The only thing that may give you some problems are the errors in your log looks like you hub lost it contact to the CMTS for a short time on 7th & 13th at about the same time

13/06/2020 16:59:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/06/2020 16:34:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 16:34:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


Welcome to the most friendliest community.

Have you got technical problem post it and we will help you fix it.
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Re: Connection drop outs

Hi There and welcome.

I have identical issues. Conference calls are a nightmare. I also use teams and colleagues ask me to tirn OFF my video as it is so jumpy.

I have an engineer booked for today and will post his findings.

I have plenty of download, but the 1-2mbps upload is really hurting.
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Re: Connection drop outs

The post-RS errors are a concern.

When was the hub last rebooted?


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Re: Connection drop outs

I rebooted it about a week ago (power off / power on) but it didn't seem to make any difference. Here is the screen now showing the Post RS errors, is the increase from yesterday normal?

Downstream bonded channels

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

1Locked38.65882330
2Locked38.972973630
3Locked40.354391809
4Locked40.34509765
5Locked40.33078175
6Locked40.349331130
7Locked38.94900852
8Locked40.330711122
9Locked40.3239555
10Locked40.3189894
11Locked36.32619336
12Locked38.91839509
13Locked40.396572
14Locked40.3641259
15Locked40.3722177
16Locked40.398727
17Locked40.35273
18Locked40.96384
19Locked40.96907
20Locked40.338265
21Locked40.337313
22Locked40.383365
23Locked40.3859353
24Locked40.31400
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Re: Connection drop outs

No it’s not - they should be at zero 


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Re: Connection drop outs

Are Pre RS issues bad, too? I have no post RS issues but quite a high count of pre RS issues.
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Re: Connection drop outs

Ok, so 2872 in less than a day is not good. I like to try and understand things a little bit and from a quick google post RS errors are damaged packets of data arrive at the router that can't be fixed, is that correct?

Is there a way to rectify the problem?
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Re: Connection drop outs

Hi jsparks.

 

Sorry for the problems you've had with your connection. I'd like to take a look and see what we can do to help from here. Please look out for my PM (the purple envelope) and get back to me when you can and we'll take it from there. 

 

Tom

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