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pswillies
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Repeated drop outs and low speeds

I'm on M500 and have been getting good speed/connectivity up until last week.  Last Friday (4th June) speeds dropped to <50Mb down, <1Mb up at best.  Things seemed to pick up in the evening and over the weekend, but went downhill again on Monday - looks to be biggest issue during working hours.  They've gradually got worse again and things are barely usable right now - working with this is getting challenging.

BQM trace (which looks dreadful to me) is here - BQM link  and I've pasted router info below...

Status

Item Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

 

Downstream

Downstream bonded channels

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

1139000000137256 qam1
21470000000.737256 qam2
31550000000.537256 qam3
41630000000.436256 qam4
51710000000.537256 qam5
61790000000.537256 qam6
71870000000.737256 qam7
81950000000.538256 qam8
92030000000.437256 qam9
10211000000038256 qam10
11219000000-0.238256 qam11
12227000000-0.737256 qam12
13235000000-1.437256 qam13
14243000000-237256 qam14
15251000000-2.237256 qam15
16259000000-1.737256 qam16
17267000000-0.937256 qam17
18275000000-0.738256 qam18
19283000000038256 qam19
202910000000.238256 qam20
212990000000.738256 qam21
223070000000.938256 qam22
23315000000138256 qam23
24323000000138256 qam24



Downstream bonded channels

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

1Locked37219364008113772
2Locked37.652752822487520
3Locked37.3183639456390087
4Locked36.32293102811572326
5Locked37.660290031377425
6Locked37.62306838014557499
7Locked37.9172949635264682
8Locked38.67450233349
9Locked37.63694432976
10Locked38.61517331033
11Locked38.61448871374
12Locked37.36334953995
13Locked37.68495427081
14Locked37.337323614872
15Locked37.322527410448
16Locked37.331073917382
17Locked37.6156120734108
18Locked38.63326475688
19Locked38.6609862755
20Locked38.61094942001
21Locked38.2191997630785
22Locked38.65779132928
23Locked38.6632632
24Locked38.6654234

 

Upstream

Upstream bonded channels

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

15370000049.5512064 qam6
26030000049.8512064 qam5
33940000047.8512064 qam8
44620000049512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00330
2ATDMA00290
3ATDMA00210
4ATDMA00160




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pswillies
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Re: Repeated drop outs and low speeds

Configuration

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm



Primary Downstream Service Flow

SFID680918
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID680917
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort



 

Network log

Network Log

Time Priority Description

09/06/2021 08:01:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 08:01:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 08:00:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 08:00:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:59:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:59:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:53:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:52:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:52:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:51:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:49:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:48:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:43:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:43:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:41:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:41:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:40:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:39:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:28:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:27:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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conman33158
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Re: Repeated drop outs and low speeds

You have a lot of Post RS Errors and way to many T3 Timeout errors. This could be an indication of some sort of line fault or it could be possible you are suffering from over utilisation, although I'm swaying towards a line fault at this stage.

First thing would be to perform a factory reset on the Hub and see how quickly the errors rise again. Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 10-15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.
Please ensure that your WiFi network password is still readable on the Hub sticker before you do this or that you at least have a copy of your original network password.

Also try Checked service status and also call 0800 561 0061 for the most up to date faults information in your area. In failing that it might be best to call it in. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

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BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
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