Dropouts

[gninja]

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.

[gninja]

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 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 14:59:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 14:57:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2022 09:08:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 06:46:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2022 20:41:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2022 04:05:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[gninja]

Cable Modem Status
Item Status Comments

Acquired Downstream Channel (Hz)	202750000	Locked
Ranged Upstream Channel (Hz)	39400093	Locked
Provisioning State	Online

[gninja]

Downstream bonded channels

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

1	202750000	-0.5	40	256 qam	9
2	138750000	-0.2	38	256 qam	1
3	146750000	0	40	256 qam	2
4	154750000	-0.2	40	256 qam	3
5	162750000	-0.5	40	256 qam	4
6	170750000	-0.4	38	256 qam	5
7	178750000	-0.2	40	256 qam	6
8	186750000	-0.2	40	256 qam	7
9	194750000	-0.2	40	256 qam	8
10	210750000	-0.5	40	256 qam	10
11	218750000	-0.7	40	256 qam	11
12	226750000	-0.5	40	256 qam	12
13	234750000	-0.2	40	256 qam	13
14	242750000	-0.2	40	256 qam	14
15	250750000	0	40	256 qam	15
16	258750000	0	40	256 qam	16
17	266750000	0	40	256 qam	17
18	274750000	0	40	256 qam	18
19	282750000	0	40	256 qam	19
20	290750000	0	40	256 qam	20
21	298750000	0.5	40	256 qam	21
22	306750000	0.2	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	40.9	159	0
2	Locked	38.9	2787995	0
3	Locked	38.9	25359	0
4	Locked	38.9	183	0
5	Locked	40.3	182	985
6	Locked	38.9	184	0
7	Locked	40.3	177	0
8	Locked	40.3	177	0
9	Locked	40.9	179	0
10	Locked	40.3	139	0
11	Locked	40.3	122	0
12	Locked	40.9	98	0
13	Locked	40.3	87	0
14	Locked	40.9	88	0
15	Locked	40.9	95	0
16	Locked	40.3	162	0
17	Locked	40.9	126	0
18	Locked	40.3	104	0
19	Locked	40.9	153	0
20	Locked	40.3	98	0
21	Locked	40.3	100	0
22	Locked	40.3	79	0
23	Locked	40.3	88	0
24	Locked	40.3	90	0

[gninja]

Upstream bonded channels

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

1	39400093	45.8	5120	64 qam	4
2	60300000	46.8	5120	64 qam	1
3	53700000	46.3	5120	64 qam	2
4	46200000	46	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

[gninja]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	57588
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	57587
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[gninja]

Live BQM graph: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e2879d318949c74af42292b4a2af7d0522... 

[Kain_W]

Hi gninja,

Thanks for posting and welcome back to the community!

Sorry for any issues faced.

From checking our service again I can't really see any readings that would attribute to the issue.

However I've dropped you a PM so our team can investigate this further.

You'll see this through the purple envelope icon at the top right hand side.

Thanks, 

[gninja]

A Virgin engineer visited yesterday. He replaced a couple of old splitters and attenuators and changed to a different port at the cabinet.

This boosted the power levels on the downstream channels to 2.0 dBmV or higher, but made no practical difference to dropouts due to latency / dropped packets.

The engineer pointed out that I had one of the old style brown coax / phone cables between the house and the cabinet, but that he tested it and it seemed good. I asked for that to be replaced, and that's been booked in 2 weeks from tomorrow.

I suspect the real issue here is nothing to do with my equipment or connections, but congestion further upstream, while the whole neighbourhood joins Zoom meetings, but I have no data on Virgin's cabinets. If that were the case, my only option would be to look for other suppliers.

[Paulina_Z]

Hi @gninja,

Thank you for your update on the situation. You can manage your appointments on your online account if needed. 

Please keep us updated on how the cable replacement goes and if you need any further assistance from us during this time. We'll be happy to help.

Thank you.

[gninja]

Cable from the house to the cabinet was replaced today. No difference in latency.