Errors and Periods of Poor Quality Connection

[Niska]

Hello,

I'm getting generally decent performance and download speed from my VM connection, except on occasion when I am not. This most commonly happens when making a call via my work laptop and VPN, but can happen at other times. 

BQM link is here: BQM 

In the Hub (acting as Modem) logs I have a number of entries (at odd times) referring to "RCS Partial Service Error", "No Ranging Response received" and "SYNC Timing Synchronization failure". Log pasted below.

Any ideas?

Time Priority Description

29/04/2022 13:51:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 12:58:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 03:52:12	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 03:52:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 04:07:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 03:59:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 01:38:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 00:11:19	notice	SW download Successful - Via NMS
27/04/2022 00:09:40	notice	SW Download INIT - Via NMS
26/04/2022 15:15:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:47:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:42:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 11:28:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 07:31:38	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 07:31:38	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 09:29:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2022 19:07:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2022 19:01:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2022 13:54:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2022 10:21:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

Can you post up the Downstream and Upstream data (and if you know, how long the hub's been running since last restart).

On your BQM the nasty bit yesterday evening is a routing problem affection all VM customers, but where it all falls to pieces after midday today, that's down to your ropey connection.  If you can be bothered to read it, there's some stuff on the Network log messages here, but suffice to say what you have posted is confirming you have a skanky connection caused by noise or power faults.

[Niska]

I just rebooted the Hub. I am vaguely aware of the regular evening Virgin performance issues, and got to the same place you had about the difference.

Upstream bonded channels

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

1	39399964	40.3	5120	64 qam	12
2	32600024	40.3	5120	64 qam	13
3	46200034	41.8	5120	64 qam	11
4	53699979	42.8	5120	64 qam	10

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

Downstream bonded channels

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

1	387000000	4.8	40	256 qam	32
2	203000000	4.4	40	256 qam	9
3	211000000	4.3	40	256 qam	10
4	219000000	4.1	40	256 qam	11
5	227000000	4	40	256 qam	12
6	235000000	3.9	40	256 qam	13
7	243000000	3.9	40	256 qam	14
8	251000000	4	40	256 qam	15
9	259000000	4	40	256 qam	16
10	267000000	4	40	256 qam	17
11	275000000	3.7	40	256 qam	18
12	283000000	3.2	40	256 qam	19
13	291000000	3.2	40	256 qam	20
14	299000000	3.9	40	256 qam	21
15	307000000	4.4	40	256 qam	22
16	315000000	4.4	40	256 qam	23
17	323000000	4.6	40	256 qam	24
18	331000000	4.6	40	256 qam	25
19	339000000	4.8	40	256 qam	26
20	347000000	4.8	40	256 qam	27
21	355000000	4.8	40	256 qam	28
22	363000000	5	40	256 qam	29
23	371000000	5	40	256 qam	30
24	379000000	4.9	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.3	0	0
2	Locked	40.3	5	0
3	Locked	40.9	5	0
4	Locked	40.9	6	0
5	Locked	40.3	4	0
6	Locked	40.3	5	0
7	Locked	40.9	5	0
8	Locked	40.3	0	0
9	Locked	40.9	6	0
10	Locked	40.9	5	0
11	Locked	40.3	6	0
12	Locked	40.9	4	0
13	Locked	40.3	0	0
14	Locked	40.9	4	0
15	Locked	40.3	4	0
16	Locked	40.3	0	0
17	Locked	40.3	20	0
18	Locked	40.9	19	0
19	Locked	40.9	17	0
20	Locked	40.9	17	0
21	Locked	40.9	18	0
22	Locked	40.9	18	0
23	Locked	40.3	19	0
24	Locked	40.3	5	0

[Andrew-G]

All the downstream and upstream data looks good so far, though they would immediately after a reboot.  If you can, let the hub run without a restart for 24-48 hours, and repost those numbers.  Any routing outages won't affect the hub stats, but if you have further local breakdowns of the sort implied by the BQM from midday today, then those should hopefully leave some dirty footprints in addition to the network log.

[Niska]

Just looked now and got this - Errors mounting up:

System up time

: 0 days 0h:56m:21s

Downstream bonded channels

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

1	Locked	40.3	21	49
2	Locked	40.3	1171	120
3	Locked	40.3	905	92
4	Locked	40.3	759	82
5	Locked	40.3	853	83
6	Locked	40.3	600	119
7	Locked	40.3	439	66
8	Locked	40.9	400	64
9	Locked	40.3	283	63
10	Locked	40.3	236	61
11	Locked	40.3	212	70
12	Locked	40.3	211	57
13	Locked	40.3	175	57
14	Locked	40.3	131	54
15	Locked	40.3	78	56
16	Locked	40.9	77	54
17	Locked	40.9	65	52
18	Locked	40.3	56	53
19	Locked	40.3	53	54
20	Locked	40.9	54	53
21	Locked	40.9	51	50
22	Locked	40.9	47	52
23	Locked	40.9	46	51
24	Locked	40.3	40	44

[Andrew-G]

Shouldn't have that amount of errors in less than an hour - I've marked for staff to take a look and see what needs to happen now - I suspect a technician is needed.

[Niska]

More data:

System up time

: 1 days 23h:48m:15s

 

Downstream bonded channels

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

1	387000000	3.7	40	256 qam	32
2	203000000	2.7	40	256 qam	9
3	211000000	2.5	40	256 qam	10
4	219000000	2.5	40	256 qam	11
5	227000000	2.5	40	256 qam	12
6	235000000	2.4	40	256 qam	13
7	243000000	2.4	40	256 qam	14
8	251000000	2.5	40	256 qam	15
9	259000000	2.5	40	256 qam	16
10	267000000	2.5	40	256 qam	17
11	275000000	2.4	40	256 qam	18
12	283000000	2	40	256 qam	19
13	291000000	1.9	40	256 qam	20
14	299000000	2.7	40	256 qam	21
15	307000000	3.2	40	256 qam	22
16	315000000	3.2	40	256 qam	23
17	323000000	3.5	40	256 qam	24
18	331000000	3.5	40	256 qam	25
19	339000000	3.5	40	256 qam	26
20	347000000	3.7	40	256 qam	27
21	355000000	3.7	40	256 qam	28
22	363000000	3.9	40	256 qam	29
23	371000000	4	40	256 qam	30
24	379000000	3.9	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.9	574	1532
2	Locked	40.3	4602	1960
3	Locked	40.3	3397	2066
4	Locked	40.3	3154	1842
5	Locked	40.3	3113	1744
6	Locked	40.3	2574	2107
7	Locked	40.3	2033	1588
8	Locked	40.3	1922	1655
9	Locked	40.9	1595	1584
10	Locked	40.9	1507	1466
11	Locked	40.9	1408	1794
12	Locked	40.3	1371	1455
13	Locked	40.3	1290	1553
14	Locked	40.3	1092	1333
15	Locked	40.3	900	1493
16	Locked	40.3	911	1525
17	Locked	40.9	807	1470
18	Locked	40.9	771	1471
19	Locked	40.3	719	1369
20	Locked	40.3	651	1480
21	Locked	40.9	749	1304
22	Locked	40.9	609	1434
23	Locked	40.3	664	1491
24	Locked	40.3	632	1483

[Zach_R]

Hi @Niska,

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

I'm really sorry to hear that you seem to be having some issues with your connection recently. I'm going to send you a private message in a few moments so that we can take a closer look at things. Please respond to this at your earliest convenience and we can go from there.

Thanks,
 

[Zach_R]

Hi @Niska,

Thank you for getting back to me so promptly via private message so that we could look over things. As discussed, a technician visit has now been scheduled and booked.

I'm unable to confirm the date/time of the booking publicly, but you can check and reschedule if needed via your My Virgin Media online account.

Let us know how the visit goes.

Thanks,
 

[Niska]

Engineer was great - tightened a loose connection at the cab and switched ports there - touch wood seems to have made the difference. 

Thanks all for the help.