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SNR issue but unsure

Rossamoo
Tuning in

Hello to whom ever may read this:

The past two weeks now I've had constant packet loss nearly all day and whenever I go to check for faults in my area it says there is an issue affecting my area but cannot find more updates as to when the issue will be fixed. So I want to post some stuff here for people with a better knowledge of what's wrong than I can deduce. I've never had this type of ping fluctuations last more than a day but I'm unable to play video games or watch streams without it stopping and going nearly all hours of the day.

If there is other information that I have left out that could be used to help, please let me know and ill try to attach it as well but hopefully someone can help me try to get to the cause of this issue. 

Thank you for reading and taking the time to help me.

Two BQM monitors:

Capture.PNG

Capture1.PNG

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)227000000203000000211000000219000000235000000243000000251000000259000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID129101113141516
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-0.67-0.56-0.50-0.53-0.79-0.82-0.84-0.97
RxMER (dB)38.6138.6138.9838.6139.4039.4039.4038.61
Pre RS Errors17676820409407315284288321
Post RS Errors303304310289315284286321
7 REPLIES 7

jbrennand
Very Insightful Person
Very Insightful Person

Your images are rejected as they contain personal/sensitive info. Follow instructions to "share live graph" - or blank out the ip address.

And post up the Upstream data and network logs from the Hub settings

Also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.


--------------------
John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Sorry about the BQM images, I didnt realise they included that info. hopefully theses are the correct upstream and network log data you need.

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID3421
Frequency (Hz)36600000301000004310000049600000
Ranging StatusSuccessSuccessAbortedSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)48.5048.5048.5050.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts009830
T4 Timeouts0000

Network Log

First TimeLast TimePriorityError NumberDescription
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
29/08/2023 13:52:48 GMT29/08/2023 13:52:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out

Adduxi
Very Insightful Person
Very Insightful Person

Upstream channel 2 is borked.  You will need to wait here a couple of days for a VM Mod to pick this up and advise.

Btw, you should press for a free upgrade to your, now very old Superhub 2.  You should be on at least a Hub 3, as the old Superhub's can't take full advantage of the VM network.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Wow I had no idea that there was a hub three out, I will wait for a VM's advice on next steps.

jbrennand
Very Insightful Person
Very Insightful Person

There is now a Hub5 !!  You will probably get a refurbished Hub3 !  I have alerted VM to look at this.  They should swap/upgrade a faulty SH2 with no strings attached.  But if you opt for an offer of a newer/better BB package - then that will start a new 18 month contract


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thank you for bringing this to VM's attention. 

Hi @Rossamoo 

Thanks for posting and welcome to the community.

Sorry to hear of the SNR issues. I've had a check for you and you do indeed have that issue in your area. F010875984 fault number. The estimated fix date is in about 10 mins haha.

I'll send you a PM though to arrange a Hub 3 via self-install.

Best wishes.

John_GS
Forum Team


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