Downstream Post RS errors in the thousands. Virgin haven't responded to complaint raised 6 days ago

[BobinEd]

Raised a complaint 6 days ago but no response at all on it.

This was after a site visit when we were given a 'new' hub 3 which we were told would fix the slow connection issues, and the repetitive dropouts many times a day (worse in the evening).  Always losing packets, and the TV app and recordings area can hardly stay connected between 7pm and 10pm.  Router ping test goes from the usual 10/20ms to sometimes 2200ms during these times of poor performance (at the router, so ruling wifi out).

Been doing this for weeks (should have complained sooner)

Also did this Feb/March last year and engineer put a filter or something on the cable just before the router.  It wasn't explained very well but was supposed to be reducing the signal by filtering out something?  Sorry he didn't give a clear explanation.  Signal was either too high or too low.  Anyway it seemed to fix things back in Feb/March, but looks like same thing has happened again

'New' hub installed 2 weeks ago had a history going back to 2021 so not new at all.

Now getting downstream Post RS errors in the thousands, see below.

Hoping someone from virgin can get looking at our complaint and fix this

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

1	Locked	40.9	5931	12826
2	Locked	40.3	968	5830
3	Locked	40.9	1056	5861
4	Locked	40.9	1023	5867
5	Locked	40.9	1039	6106
6	Locked	40.3	1034	5900
7	Locked	40.3	1062	5688
8	Locked	40.3	1092	5723
9	Locked	40.9	2017	18737
10	Locked	40.3	1078	5936
11	Locked	40.9	4314	16942
12	Locked	40.3	4726	16210
13	Locked	40.3	4849	15395
14	Locked	40.3	5054	15317
15	Locked	40.3	4864	15313
16	Locked	40.3	4646	15235
17	Locked	40.9	4945	14308
18	Locked	40.9	4836	14482
19	Locked	40.3	6541	12161
20	Locked	40.3	8505	9683
21	Locked	40.9	10127	7639
22	Locked	40.3	10781	6925
23	Locked	40.9	11190	6417
24	Locked	40.3	12002	5953

[legacy1]

Likely a utilisation problem setup a BQM

https://www.thinkbroadband.com/broadband/monitoring/quality

[Adduxi]

The "filter" is an attenuator and it modifies the power levels for the Hub. 

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Can you please post all the power level stats and the network log, copy and paste as you have done above.  You are also correct that PostRS errors are a bad sign, as these need packets need to be retransmitted. 

Also setup a BQM to check for over utilisation in the evenings   www.thinkbroadband.com/ping

Once done we can comment on your circuit.

[BobinEd]

Thanks folks - been trying to find that site for ages as used it before put obviously wasn't using the correct web search terms.  Set a BQM going so hopefully will gather some data over next few days.

I know my work vpn connection drops packets all day long, intermittently. My VDP (and the wife's) drop out at least a few times a day when the packet drops get too many or for too long, sometimes session reconnects and others times have to disconnect from wifi and go back in (VDP sessions are using Microsoft OAVPN).

Here's router info just now:
I see the T3 errors are marked as 'critical' in the network log - don't know what that tends to indicate though?

Downstream bonded channels

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

1	331000000	-1.7	40	256 qam	25
2	203000000	0	40	256 qam	9
3	211000000	-0.2	40	256 qam	10
4	219000000	-0.5	40	256 qam	11
5	227000000	-0.7	40	256 qam	12
6	235000000	-0.7	40	256 qam	13
7	243000000	-1	40	256 qam	14
8	251000000	-1.2	40	256 qam	15
9	259000000	-1.4	40	256 qam	16
10	267000000	-1.5	40	256 qam	17
11	275000000	-1.5	40	256 qam	18
12	283000000	-1.4	40	256 qam	19
13	291000000	-1	40	256 qam	20
14	299000000	-1	40	256 qam	21
15	307000000	-2	40	256 qam	22
16	315000000	-1.9	40	256 qam	23
17	323000000	-1.9	40	256 qam	24
18	339000000	-2	40	256 qam	26
19	347000000	-2.2	40	256 qam	27
20	355000000	-2.2	40	256 qam	28
21	363000000	-2	40	256 qam	29
22	371000000	-2	40	256 qam	30
23	379000000	-2.2	40	256 qam	31
24	387000000	-2.2	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	5933	12826
2	Locked	40.9	970	5830
3	Locked	40.9	1061	5861
4	Locked	40.9	1030	5867
5	Locked	40.3	1043	6106
6	Locked	40.3	1038	5900
7	Locked	40.3	1066	5688
8	Locked	40.9	1098	5723
9	Locked	40.3	2022	18737
10	Locked	40.3	1080	5936
11	Locked	40.3	4322	16942
12	Locked	40.3	4731	16210
13	Locked	40.3	4859	15395
14	Locked	40.9	5065	15317
15	Locked	40.3	4874	15313
16	Locked	40.3	4653	15235
17	Locked	40.3	4949	14308
18	Locked	40.3	4845	14482
19	Locked	40.3	6545	12161
20	Locked	40.3	8508	9683
21	Locked	40.9	10137	7639
22	Locked	40.9	10787	6925
23	Locked	40.3	11197	6417
24	Locked	40.9	12008	5953

Upstream bonded channels

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

1	49599998	43.3	5120	64 qam	1
2	23600000	41.8	5120	64 qam	5
3	30099991	41.8	5120	64 qam	4
4	36600000	43.3	5120	64 qam	3
5	43100000	43.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	4	0

 

[BobinEd]

Network Log
Time Priority Description
14/12/2023 22:24:7 notice LAN login Success;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

13/12/2023 02:35:59 critical No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

12/12/2023 22:46:8 notice LAN login Success;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 21:06:28 critical No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 11:17:37 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 11:17:37 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 02:11:26 critical No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 02:11:19 Warning! Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 02:11:13 Warning! RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 02:11:13 Warning! Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 02:11:13 Warning! RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 02:11:13 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 02:11:12 Warning! RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 02:11:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

11/12/2023 02:11:12 Warning! RCS Partial Service;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

10/12/2023 10:29:6 critical No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

09/12/2023 22:02:12 notice LAN login Success;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

09/12/2023 01:14:17 critical No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

08/12/2023 19:57:20 notice LAN login Success;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

07/12/2023 23:17:37 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

[BobinEd]

Was really bad today during the day, especially around 3pm-5pm - which is relatively unusual, as normally worst 7pm-10pm.

Todays BQM

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/0f5670b8f2e6425e05ddbe8aa9d05fd8dbf02d10-16-12-2023]My Broadband Ping[/url]

[BobinEd]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0f5670b8f2e6425e05ddbe8aa9d05fd8dbf02d10-16-12-2023

[BobinEd]

[Zach_R]

Hi @BobinEd,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear you're having some trouble with your connection recently. I've just checked over things on our systems and I'm unable to detect any faults currently that would explain this.

Is this issue ongoing for you today? If so, can you clarify if it's only happening at certain times each day? Are you also able to share a live BQM as opposed to a snapshot so we can look at your connection quality in real-time instead of the past?

Thanks,
 

[BobinEd]

Hi, this is ongoing, has been for weeks and weeks.

Today my work vdp hasnt lost connectivity yet. However, Friday afternoon it was virtually unussble due to lag and disconnects.  I saw lost packets all afternoon on friday. 

Last night tv unable to reach internet 9pm -10pm and maybe earlier.  Its generally 7pm -10pm when tv using internet (recordings and apps) is unusable.  Normal for us to have 5 or 6 intermittent disconnects from work during average 9-5 workkng day as well.

Will look into live bqm and send later