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PVS23
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Erratic Broadband Speeds & Power Levels

Hi. I upgraded my package recently and this included 500 broadband. Last week, I had an engineer out because my downstream power levels were low. He fixed that and speeds have been more stable and consistent until today, when erratic (wired and wireless) speeds returned.

Having looked at my network log earlier, downstream power levels still look fine. However, I am having loads of downstream pre and post rs errors on Channel 2 and the upstream channel modulation dropped to 32 and 16, rather than the expected 64 qam.

The upstream modulation has now reverted back to 64qam this afternoon and speeds are a lot more stable again but the number of errors on downstream channel 2 have massively increased today and I wonder if I still have some sort of connection/power levels issue that need to be resolved. Any help would be most welcome. Thank you.

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
322750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 322750000 4 38 256 qam 24
2 138750000 2 38 256 qam 1
3 146750000 2.4 38 256 qam 2
4 154750000 3 40 256 qam 3
5 162750000 3 40 256 qam 4
6 170750000 3.2 40 256 qam 5
7 178750000 3 40 256 qam 6
8 186750000 3 38 256 qam 7
9 194750000 2.7 40 256 qam 8
10 202750000 2.5 38 256 qam 9
11 210750000 2.5 38 256 qam 10
12 218750000 2.7 40 256 qam 11
13 226750000 2.7 38 256 qam 12
14 234750000 3.2 40 256 qam 13
15 242750000 3.2 38 256 qam 14
16 250750000 3 38 256 qam 15
17 258750000 3 40 256 qam 16
18 266750000 2.7 38 256 qam 17
19 274750000 2.7 38 256 qam 18
20 282750000 2.7 38 256 qam 19
21 290750000 2.5 38 256 qam 20
22 298750000 2.7 38 256 qam 21
23 306750000 3 38 256 qam 22
24 314750000 4 40 256 qam 23


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 594 186
2 Locked 38.9 6339493 2896970
3 Locked 38.6 163718 2691
4 Locked 40.3 63324 1528
5 Locked 40.3 89445 1497
6 Locked 40.3 75760 876
7 Locked 40.3 95221 1490
8 Locked 38.9 94227 2110
9 Locked 40.3 35965 687
10 Locked 38.9 11739 529
11 Locked 38.9 2886 376
12 Locked 40.3 1948 290
13 Locked 38.9 5907 335
14 Locked 40.3 7806 281
15 Locked 38.9 1681 232
16 Locked 38.9 1058 217
17 Locked 40.3 1378 197
18 Locked 38.9 1168 213
19 Locked 38.9 5500 262
20 Locked 38.9 1522 236
21 Locked 38.9 732 287
22 Locked 38.6 675 253
23 Locked 38.6 502 291
24 Locked 40.9 699 427

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.75 5120 64 qam 6
2 25800000 4.675 5120 64 qam 8
3 32600000 4.75 5120 64 qam 7
4 46200000 4.85 5120 64 qam 5


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 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
87dsfd;kfoA,.iyewrkl


Primary Downstream Service Flow
SFID 130
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 129
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log
Time Priority Description
18/09/2020 11:00:4 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 05:09:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 04:45:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2020 10:36:23 notice DHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2020 10:36:23 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 03:06:19 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2020 09:27:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2020 08:33:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:06:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 07:33:2 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 18:18:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 16:48:41 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 13:33:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 10:36:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:36:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:36:12 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:36:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:36:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:36:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:17:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;



 

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Buffer6
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Message 2 of 19
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Re: Erratic Broadband Speeds & Power Levels

Try rebooting your Hub, just switch it off using the switch at the back of the Hub leave off for

30 seconds and then switch on again this will clear the errors, after an hour or so running again,

you can repost your Upstream and Downstream logs and we can see what the difference is.

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PVS23
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Message 3 of 19
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Re: Erratic Broadband Speeds & Power Levels

Thanks. I will reboot it before I go to bed and then try to post some updated stats tomorrow morning. However, the stats posted above cover only 6 days, as I last rebooted the router on 12th September. That looks like a lot of channel 2 errors for 6 days, doesn't it?

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PVS23
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Message 4 of 19
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Re: Erratic Broadband Speeds & Power Levels

As advised, rebooted router a couple of hours ago and am now posting revised stats.

Key points to note are upstream modulation channels are wrong again as they have switched back to 16 qam, rather than 64 qam and downstream errors pre/post errors still seem high, particularly on channel 2.

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
322750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 322750000 4.1 38 256 qam 24
2 138750000 1.2 37 256 qam 1
3 146750000 1.5 37 256 qam 2
4 154750000 2.2 38 256 qam 3
5 162750000 2.2 38 256 qam 4
6 170750000 2.5 38 256 qam 5
7 178750000 2.5 37 256 qam 6
8 186750000 2.7 37 256 qam 7
9 194750000 2.9 38 256 qam 8
10 202750000 2.7 38 256 qam 9
11 210750000 2.9 38 256 qam 10
12 218750000 3 38 256 qam 11
13 226750000 3 38 256 qam 12
14 234750000 3.5 38 256 qam 13
15 242750000 3.5 38 256 qam 14
16 250750000 3.4 38 256 qam 15
17 258750000 3.2 38 256 qam 16
18 266750000 3 38 256 qam 17
19 274750000 3 38 256 qam 18
20 282750000 3.4 38 256 qam 19
21 290750000 3.4 38 256 qam 20
22 298750000 3.5 38 256 qam 21
23 306750000 3.7 38 256 qam 22
24 314750000 4 38 256 qam 23


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 61 0
2 Locked 37.6 202378 14738
3 Locked 37.6 12498 479
4 Locked 38.6 2392 182
5 Locked 38.6 1854 111
6 Locked 38.6 1510 90
7 Locked 37.6 1170 283
8 Locked 37.6 1054 38
9 Locked 38.6 864 49
10 Locked 38.6 709 21
11 Locked 38.6 568 14
12 Locked 38.9 415 14
13 Locked 38.9 353 22
14 Locked 38.9 275 0
15 Locked 38.9 227 1
16 Locked 38.9 190 0
17 Locked 38.9 183 2
18 Locked 38.9 168 0
19 Locked 38.9 153 0
20 Locked 38.9 142 0
21 Locked 38.9 123 0
22 Locked 38.6 126 3
23 Locked 38.6 98 2
24 Locked 38.6 65 9

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 5.096 5120 16 qam 6
2 25800000 5.096 5120 16 qam 8
3 32600000 5.096 5120 16 qam 7
4 46200000 5.096 5120 16 qam 5


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 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
vca69834ncxv9873254k


Primary Downstream Service Flow
SFID 130
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 129
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log
Time Priority Description
19/09/2020 08:32:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 11:00:4 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 05:09:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 04:45:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2020 10:36:23 notice DHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2020 10:36:23 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 03:06:19 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2020 09:27:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2020 08:33:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:06:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 07:33:2 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 18:18:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 16:48:41 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 13:33:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 10:36:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:36:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:36:12 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:36:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:36:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 08:36:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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MikeRobbo
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Message 5 of 19
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Re: Erratic Broadband Speeds & Power Levels

You need an engineer visit to put things right.

You can contact VM to report the problem using ...

Pre-installation & Delivery team on 08000 521 734

Activation number on 0800 953 9500 

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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PVS23
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Message 6 of 19
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Re: Erratic Broadband Speeds & Power Levels

OK, Mike, thank you. I will await a response from the Virgin forum team on here then, as my last call to Virgin (at 8am) went overseas and didn't go as well I hoped. 

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Zoie_P
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Message 7 of 19
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Re: Erratic Broadband Speeds & Power Levels

Hi PVS23,

thank you for your post I am sorry to hear you have been having issues. I will pop you over a private message asking for some details and we can get an engineer booked in for you.

Thanks,

Zoie

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Zoie_P
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Message 8 of 19
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Re: Erratic Broadband Speeds & Power Levels

I am glad we could get this booked in for you 🙂

Please keep us posted on your visit and your service after your visit

thanks,

Zoie

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PVS23
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Message 9 of 19
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Re: Erratic Broadband Speeds & Power Levels

Hi Zoie,

Just thought I would post an update.

The engineer turned up on time on Tuesday, listened carefully to me describing the issue, did some tests and then confirmed what he was able to do and also the next steps if that did not work (which would have been another visit to dig up the cable from the connection point to my house). He replaced the cables and connections coming into my house up to the router, particularly after I explained that I had experienced previous (albeit temporary) issues sometimes when I had physically touched the cable. Although mine is an intermittent issue, so I can't be sure it is fixed permanently yet, my upstream modulation qam is now holding steady at 64qam, there has been a massive decrease in both pre/post RS errors and network log errors and my power levels on the downstream have risen by about 2dcb per channel since the change. In addition, whilst download speeds have still fluctuated a little, they are now far more consistent and I reckon the average speed is now about where it should be. Thus, I am hopeful that a dodgy cable into the router was the problem. 

It was also good to see the area supervisor turning up to check on the work of the engineers, particularly as it turned out to be someone I knew!

Unfortunately, after they left, I noticed another (unconnected) issue with not being able to receive incoming calls but booked another engineer online last night who arrived this afternoon and fixed that (blown capacitor in the wall plate).

All in all, I have to say the customer service has been very good on this one. I just hope the upstream noise issue is fixed and doesn't return.

Thank you Zoie and to Mike_Robbo also for all your help.

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Paul_DN
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Message 10 of 19
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Re: Erratic Broadband Speeds & Power Levels

Hi PVS23,

 

Thank you for coming back to us and for the update, really glad to hear that things are looking much better after your technician visit,

 

If you do have any further issues please do not hesitate to let us know.

 

Regards

 

Paul.

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