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Latency spikes / losing connection / VM tech phone rep saying to ignore large error counts

Hi,

I'm experiencing intermittent issues with Zoom calls reporting poor internet and the app restarting,  web sessions with lengthy delays for page loads, and streaming radio cutting out very frequently on my pc with wired connnection to the hub (operating in modem mode) through L2 switch/router.

I had a lengthy call with virginmedia, where the tech guy checked and said power levels were ok, and stepped me through a pin reset on the Hub 3.  

Still experiencing problems but was really confused on some things he said:

1. They  ignore the error count info on hub status - I have error counts on download channels into the millions for both Pre and Post RS errors, with daily increases of 100K or more. He said these are caused by the fact my end devices aren't directly connected to the hub either by ethernet cable or wifi - and instead go through wireless access points/switch.  I don't see how anything I connect to the hub affects the RS coding errors and corrections on the downlink channels but he was insistent.  I'm thinking this shows a high level of errored packets which could explain the extreme spikes in latency that affect streaming data in particular?

2. They don't support any form of connection apart from direct wifi or cable connection to the hub - how does this make sense if you can operate the hub in modem mode?

I've attached Hub logs and status on the next post and the thinkbroad band measurements - would appreciate advice on what I can do and if an engineer visit is needed given I've been told all is fine by the vm call centre.

Many thanks!

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Re: Latency spikes / losing connection / VM tech phone rep saying to ignore large error counts

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK - you can post the link straight away.

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Latency spikes / losing connection / VM tech phone rep saying to ignore large error counts

image.pngimage.pngimage.pngUntitled picture.png

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Re: Latency spikes / losing connection / VM tech phone rep saying to ignore large error counts

Your images will take a while to be authorised; you can copy and paste the info onto here, it is a lot quicker and it is normally a lot more legible.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Latency spikes / losing connection / VM tech phone rep saying to ignore large error counts

Mike - thanks for the quick response and can confirm I've checked for local issues and all of the wired connections.

I have tried pasting router info several times but can't get past the yellow error message "Correct the highlighted errors and try again" so I'll post the broadband quality monitor link and keep trying on another reply

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2d0b25fb9132816b1b1ac92ba24169abd7...

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Re: Latency spikes / losing connection / VM tech phone rep saying to ignore large error counts

Network Log

Time Priority Description

29/07/2020 10:34:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 10:34:50Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 07:29:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 07:28:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 07:28:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 07:28:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 06:38:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 06:38:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 06:03:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 06:03:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 05:21:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 05:20:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 04:32:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 04:32:55ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 04:26:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 04:26:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 04:20:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 04:20:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 04:13:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 04:13:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

14110000002.438256 qam31
22030000004.337256 qam9
3211000000437256 qam10
42190000003.737256 qam11
52270000003.229256 qam12
6235000000337256 qam13
72430000002.738256 qam14
82510000003.438256 qam15
92590000003.238256 qam16
10267000000338256 qam17
11275000000338256 qam18
122830000003.438256 qam19
132910000003.538256 qam20
142990000003.738256 qam21
153070000003.738256 qam22
163150000003.538256 qam23
173230000003.538256 qam24
183630000003.538256 qam25
193710000003.538256 qam26
203790000003.538256 qam27
213870000003.238256 qam28
223950000002.938256 qam29
234030000002.538256 qam30
244190000002.431256 qam32



Downstream bonded channels

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

1Locked38.96270
2Locked37.611684905
3Locked37.66019119
4Locked37.37406230
5Locked29.3-200725114838879112
6Locked37.611759308
7Locked38.25175201
8Locked38.93339178
9Locked38.63155162
10Locked38.9210289
11Locked38.64669222
12Locked38.93041185
13Locked38.6418499
14Locked38.6293340
15Locked38.916770
16Locked38.6248410
17Locked38.6101723
18Locked38.95980
19Locked38.64401
20Locked38.63340
21Locked38.92509
22Locked38.98060
23Locked38.68190
24Locked31.484931083845969

 

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Message 7 of 9
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Re: Latency spikes / losing connection / VM tech phone rep saying to ignore large error counts

And finally upstream info

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Latency spikes / losing connection / VM tech phone rep saying to ignore large error counts

The stats themselves look quite good.

The Network Log is showing all lines for today's date which is quite unusual.

You have some very high Post RS Errors, can you reboot the Hub and keep an eye on the error counts over the next couple of days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Latency spikes / losing connection / VM tech phone rep saying to ignore large error counts

Hi Mike, thanks for looking at this.

I will reboot and see how it goes for a few days.

 

Is the VM call centre tech rep correct that the RS errors are caused by my ethernet switch as I'd assumed these reflect issues with the link from the network to the router and quality of signal transmission/modulation etc.?

 

 

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