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Travelstar
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Intermittent drop outs and speed issues

Moved into a new place in last week and VM is really the only provider around, so back on the cable network.

Unfortunately the connection seems to have lots of issues, and from what I can see, my upstream and downstream levels could be a lot better despite the VM service tool stating everything is ok.

Anyone else agree that these signal levels are most likely the culprit?

Downstream bonded channels

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

1419000000-1.234256 qam30
2187000000-134256 qam7
3195000000-134256 qam8
4203000000-135256 qam9
5211000000-1.235256 qam10
6219000000-1.234256 qam11
7227000000-1.235256 qam12
8235000000-1.434256 qam13
9243000000-1.534256 qam14
10251000000-1.535256 qam15
11259000000-1.534256 qam16
12267000000-1.534256 qam17
13275000000-1.735256 qam18
14283000000-1.735256 qam19
15291000000-1.734256 qam20
16299000000-1.534256 qam21
17307000000-1.534256 qam22
18315000000-1.534256 qam23
19323000000-1.434256 qam24
20379000000-0.934256 qam25
21387000000-135256 qam26
22395000000-135256 qam27
23403000000-1.235256 qam28
24411000000-134256 qam29



Downstream bonded channels

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

1Locked34.92480
2Locked34.95500
3Locked34.93710
4Locked34.92530
5Locked34.94400
6Locked352130
7Locked34.92190
8Locked353590
9Locked34.93410
10Locked34.93210
11Locked34.92580
12Locked34.93610
13Locked352800
14Locked34.92930
15Locked353640
16Locked34.76020
17Locked352810
18Locked353400
19Locked34.93610
20Locked351910
21Locked34.92060
22Locked352110
23Locked352510
24Locked353120

 

Upstream bonded channels

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

1602999765.1512064 qam1
2394000855.1512064 qam4
3462000215.1512064 qam3
4537000515.1512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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SCA1972
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Re: Intermittent drop outs and speed issues

Are the dropouts and speed issues with both wired and wireless connections?

The downstream looks OK but the upstream power is at 51 which is the top of the recommended range for upstream.  That could be enough to cause issues.  Posting the network log might show more.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Travelstar
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Re: Intermittent drop outs and speed issues

Both wired and wireless are affected.

It's not just the upstream level which looks a little borderline, but the SNR values for downstream. Power looks pretty good however.

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Travelstar
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Re: Intermittent drop outs and speed issues

I think I have worked out what is causing the issues.

Basically my connection gets worse during the day. As the sun heats up, the cable outside the building obviously expands changing the resistance profile dropping the SNR values on the downstream.

Regardless, upstream is definitely on the edge of what it should be.

I suspect I will need to wait for a forum mod as dealing with the offshore customer service team on the phone basically yields a 'computer says no' type response.

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Martin_N
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Re: Intermittent drop outs and speed issues

Hi Travelstar,

 

Thank you for your post. I'm sorry to hear about the issues you're having. 

 

I have taken a look on our side and I am unable to see anything flagging up that could be affecting this. 

 

Just to confirm is the cabling outside the property buried? 

 

^Martin

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Travelstar
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Re: Intermittent drop outs and speed issues

The cable outside is definitely properly buried, but where it comes out of the ground is subject to a lot of heat due to position of the sun.

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David_Bn
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Re: Intermittent drop outs and speed issues

Thanks for coming back to us

 

Can you please advise me how the services have been since your most recent post on Tuesday?

 

If this is still ongoing, would it be possible to set up a BQM so we can see the drops out and latency that you're experiencing?

 

Kindest regards,

 

David_Bn

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Travelstar
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Re: Intermittent drop outs and speed issues

Downloads have been totally fine, however it is the uploads that have actually dropped with the heat, so I think all the issues are actually on that side.

Uploads have gone from the usual 35-36 down to 25-30. I will set up a BQM.

I now only have 2 upstream channels (from 4), and the upstream power has gone up to 54 which I believe is out of spec.

Details shown below.

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39399988 5.4 5120 64 qam 4
2 46199922 5.4 5120 64 qam 3


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

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Re: Intermittent drop outs and speed issues

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Re: Intermittent drop outs and speed issues

Last few days have seen a few strange drop outs and lag, then last night there was a full drop out of connection and my 4 upstream channels came back. Signal levels are slightly better but still borderline on the upstream part, and one channel is only 32qam rather than 64. Not sure if this is also partially related to the cooling of the weather we have had.

Network Log

Time Priority Description

01/07/2020 08:24:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 07:54:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:45:27criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:45:16criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:43:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:43:19Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:42:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:42:42Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:41:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:41:13criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:41:3criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:38:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:38:54Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:37:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:37:43Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:36:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:36:28Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:35:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:35:13Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 01:34:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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