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southy1978
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Connection dropping out regularly

Hi i've been experiencing very regular internet drop outs in the past few weeks, This isn't good when my wife is trying to work from home.

Looking into the superhub i appear to have a lot of post RS errors, would this the be the cause of the drop outs?

 

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southy1978
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Re: Connection dropping out regularly

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
298750000

Locked
Ranged Upstream Channel (Hz)
53700000

Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 0.5 40 256 qam 21
2 138750000 2.2 40 256 qam 1
3 146750000 2 40 256 qam 2
4 154750000 1.9 40 256 qam 3
5 162750000 2 40 256 qam 4
6 170750000 2 40 256 qam 5
7 178750000 2 40 256 qam 6
8 186750000 1.5 40 256 qam 7
9 194750000 1.7 40 256 qam 8
10 202750000 0.9 40 256 qam 9
11 210750000 1.5 40 256 qam 10
12 218750000 0.7 40 256 qam 11
13 226750000 1 40 256 qam 12
14 234750000 0.9 40 256 qam 13
15 242750000 0.7 40 256 qam 14
16 250750000 0.5 40 256 qam 15
17 258750000 0.4 40 256 qam 16
18 266750000 0.5 40 256 qam 17
19 274750000 0 40 256 qam 18
20 282750000 0.4 40 256 qam 19
21 290750000 -0.2 40 256 qam 20
22 306750000 0 40 256 qam 22
23 314750000 0.2 40 256 qam 23
24 322750000 0 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 26 1442
2 Locked 40.9 122 3228
3 Locked 40.9 28 3211
4 Locked 40.9 15 3199
5 Locked 40.9 31 3209
6 Locked 40.3 20 3279
7 Locked 40.9 199 3298
8 Locked 40.9 19 3367
9 Locked 40.9 23 3411
10 Locked 40.9 25 3442
11 Locked 40.9 23 3502
12 Locked 40.3 6 287
13 Locked 40.3 36 293
14 Locked 40.9 16 3654
15 Locked 40.9 23 3356
16 Locked 40.9 29 3427
17 Locked 40.3 12 3525
18 Locked 40.3 16 3612
19 Locked 40.9 17 3515
20 Locked 40.9 18 3954
21 Locked 40.3 13 4057
22 Locked 40.3 25 1360
23 Locked 40.3 623 795
24 Locked 40.3 693 8196

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 45.8 5120 64 qam 1
2 39400000 43.5 5120 64 qam 3
3 32600000 43 5120 64 qam 4
4 46200000 44 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 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm


Primary Downstream Service Flow
SFID 382490
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 382489
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log
Time Priority Description
13/01/2021 16:12:48 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 16:12:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 16:12:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 16:12:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 23:21:12 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 14:26:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 23:02:57 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 04:08:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 04:08:39 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 04:08:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 04:08:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 04:08:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 12:05:14 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 21:00:37 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 08:10:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 09:00:37 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 22:58:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 16:24:37 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Re: Connection dropping out regularly

The sooner the better …

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Re: Connection dropping out regularly

As you have said your Pre & Post RS Error counts are very high.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

While the Hub is powered off go around all the accessible co-ax connectors inside and outside to ensure that they are finger tight.

 

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check the counts again in an hour or so.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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southy1978
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Re: Connection dropping out regularly

Thanks for the replies, I do actually already have a monitor setup HERE 

I did power off the hub and leave it, all connections are tight.

In the few hours since the hub has been back up i have these stats.

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

1Locked40.38660
2Locked40.9109276
3Locked40.332146
4Locked40.358169
5Locked40.353139
6Locked40.945300
7Locked40.975126
8Locked40.949324
9Locked40.959128
10Locked40.342150
11Locked40.953109
12Locked40.343149
13Locked40.359193
14Locked40.359127
15Locked40.948173
16Locked40.381100
17Locked40.950175
18Locked40.37186
19Locked40.346213
20Locked40.310040
21Locked40.336175
22Locked40.39251
23Locked40.962135
24Locked40.38216

 

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MikeRobbo
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Re: Connection dropping out regularly

Have you had any dropouts since the reboot ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Re: Connection dropping out regularly

Your RS Errors count is increasing quite fast, if it keeps growing at the same rate call in and ask them to sort out the drop outs.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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DJ_Shadow1966
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Re: Connection dropping out regularly

Hello

One thing you can do yourself as it may be a lose connection, so can you please go around and make sure that all coaxial connections to all VM equipment are finger tight best way to do this is too loosen the connection and then re-tighten.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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southy1978
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Message 9 of 10
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Re: Connection dropping out regularly

So i'm still getting frequent drop outs, todays BQM HERE 

What i've noticed in the modem logs is that the hub has pulled an update, I power cycled the hub a day later to make sure it had applied the update.

15/01/2021 03:47:46noticeSW download Successful - Via NMS
15/01/2021 03:46:11noticeSW Download INIT - Via NMS

I've been logging in every now and then to check the errors and they are still counting up.

Everytime the connection drops i've logged back in and noticed the errors are all zeroed as if the hub has been power cycled (It hasn't) so i'm thinking it may be a hub fault.

Would i have to sit on the phone for ages to get this looked at or could a member of forum staff initiate this for me? I really need it sorted as my wife needs connectivity for working from home.

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southy1978
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Re: Connection dropping out regularly

Todays Stats!

Downstream bonded channels

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

12987500001.240256 qam21
22027500001.540256 qam9
32107500002.240256 qam10
42187500001.540256 qam11
52267500001.938256 qam12
62347500001.740256 qam13
72427500001.540256 qam14
82507500001.240256 qam15
92587500001.240256 qam16
102667500001.240256 qam17
112747500000.740256 qam18
122827500001.240256 qam19
132907500000.540256 qam20
143067500000.940256 qam22
15314750000140256 qam23
163227500000.940256 qam24
174027500000.538256 qam25
184107500001.438256 qam26
194187500000.438256 qam27
204267500001.238256 qam28
214347500000.438256 qam29
224427500000.937256 qam30
234507500000.537256 qam31
244587500000.538256 qam32



Downstream bonded channels

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

1Locked40.38717525
2Locked40.91315993
3Locked40.91487507
4Locked40.313776492
5Locked38.941656485
6Locked40.938836280
7Locked40.928566042
8Locked40.335295972
9Locked40.934675759
10Locked40.914825777
11Locked40.313085967
12Locked40.310275595
13Locked40.918025069
14Locked40.99047502
15Locked40.96667567
16Locked40.37327648
17Locked38.915997644
18Locked38.97787719
19Locked38.914667773
20Locked38.612047760
21Locked38.615547860
22Locked37.617677970
23Locked37.617658000
24Locked38.615547048

It's pretty bad! I actually think the router is the issue.

BQM LINK 

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