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Dropouts

gninja
On our wavelength

Hi.

I'm seeing regular dropouts in the past couple of weeks. My broadband quality monitor shows big latency spikes of 160ms or more.

The network log on my router also has an error this morning, in addition to the regular T3 timeout errors:
RCS Partial Service;CM-MAC=...

Any assistance gratefully received.

22 REPLIES 22

gninja
On our wavelength
Also seeing high error counts here:

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 116 0
2 Locked 38.9 214032 0
3 Locked 40.3 2118 0
4 Locked 40.3 153 0
5 Locked 40.3 164 17631
6 Locked 40.3 176 0
...

Hi gninja,

A warm welcome and thank for posting on our community forums. It's disappointing to hear that you've been experiencing regular dropouts with our internet services for the past two weeks. We can certainly understand the frustration and disruption caused due to this issue.

Remotely looking from our end, we have performed some system checks and cannot see anything that could be causing this issue?

All power levels are within specification, you have no SNR issues or area faults affecting you which is great news.

Can we ask how your services have been since you last posted on Friday are you still having issue?

If you need any further assistance, please come back to us. 

Kind regards Jodi. 

gninja
On our wavelength

Thanks for responding.

Things haven't improved much since Friday. I had frequent disconnections this morning, to the point where it was impossible to work. This afternoon, since I reset the router, things have been stable, but I don't know how long this will last.

If it will help to diagnose the issue, I can send logs or link to my BQM graphs.

Adduxi
Very Insightful Person
Very Insightful Person

@gninja wrote:

<snip>   If it will help to diagnose the issue, I can send logs or link to my BQM graphs.


Yes, please post the power levels and network log.  Just copy and paste all the information over several posts.  BQM will be required as well.

Thanks.

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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Hi @gninja thanks for getting back to us.

Sorry to hear that things hadn't improved over the weekend.  Have you had time to do the BQM or have things settled down or improved since you last posted?  Just to reiterate, we've not found anything on our side that explains the issues you're currently reporting.

Regards


Lee_R

 

Andrew-G
Alessandro Volta

If there's nothing wrong from VM's side, perhaps I could politely prompt staff to take a closer look at the Downstream? 

Even on the fraction of Downstream data that @gninja has posted, I can see that the pre-RS count on channel 2 is notably disproportionate to adjacent channels which of itself isn't a fault, but shows something odd going on, and channel 5 has got a high post-RS error count, that certainly is a fault and will affect speed and reliability.  Even from that small scrap of data I'd infer that there's RF noise ingress from a damaged cable, faulty connection or similar problem, and that possibility should be prompting closer attention.

@gninja What you can do is limited, but as an attempt, try undoing and firmly re-making any coax cable connections between the hub and wall box, and any VM coax extensions you have.  If there's securing nuts, make sure they're good and finger tight, it the connections are push-on, then take them off and give a good firm shove to remake them.  Each time you interrupt the connection the hub will take about seven minutes to reconnect, so remake all connections in one go.  You can also try a pinhole reset if you haven't already - I don't think that's the issue, but it costs nothing to try.  If you do that any custom wifi passwords or network names will revert to defaults on the base of the hub, and to log into the hub you'll need the settings password on the base of the hub (not to be confused with the wifi password also on the base of the hub).

gninja
On our wavelength

I've had a couple of days in the office, so not been focusing on the problems at home. I was back at home today and had a trouble-free day, but will continue to monitor. Thanks to everyone who's taken the trouble to respond.

Hi @gninja

 

Thanks for posting on our community forum

 

Please keep us updated with how you get on

 

Regards

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


gninja
On our wavelength

More dropped connections and poor latency yesterday and today. I've checked all cabling, but not done a factory reset yet, as it would be a pain in the middle of the day. I did, however, power cycle the hub ay 3pm yesterday (1st March).

Network Log

Time Priority Description

01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 14:59:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 14:57:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2022 09:08:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
202750000
Locked
Ranged Upstream Channel (Hz)
39400093
Locked
Provisioning State
Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1202750000-0.540256 qam9
2138750000-0.238256 qam1
3146750000040256 qam2
4154750000-0.240256 qam3
5162750000-0.540256 qam4
6170750000-0.438256 qam5
7178750000-0.240256 qam6
8186750000-0.240256 qam7
9194750000-0.240256 qam8
10210750000-0.540256 qam10
11218750000-0.740256 qam11
12226750000-0.540256 qam12
13234750000-0.240256 qam13
14242750000-0.240256 qam14
15250750000040256 qam15
16258750000040256 qam16
17266750000040256 qam17
18274750000040256 qam18
19282750000040256 qam19
20290750000040256 qam20
212987500000.540256 qam21
223067500000.240256 qam22
233147500000.240256 qam23
24322750000040256 qam24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.91590
2Locked38.927879950
3Locked38.9253590
4Locked38.91830
5Locked40.3182985
6Locked38.91840
7Locked40.31770
8Locked40.31770
9Locked40.91790
10Locked40.31390
11Locked40.31220
12Locked40.9980
13Locked40.3870
14Locked40.9880
15Locked40.9950
16Locked40.31620
17Locked40.91260
18Locked40.31040
19Locked40.91530
20Locked40.3980
21Locked40.31000
22Locked40.3790
23Locked40.3880
24Locked40.3900