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Significant number of Pre/Post-RS errors and T3/T4 timeouts

fjama13
On our wavelength

Hi,

I have a significant number of Pre/Post-RS errors on the downstream and T3/T4 timeouts on the upstream. I have tried rebooting the Hub 5, making sure the coax cable is tight and resetting the Hub 5. I had an engineer visit on the 8th of June but the issue reoccurred shortly after the visit.

Any ideas? I seriously do think that the cab I am connected to has issues as this has been a pattern over the last 12-18 months. Please see the stats from the Hub 5 in the replies below

 

9 REPLIES 9

fjama13
On our wavelength
Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream
Cable Modem StatusOnlineDOCSIS 3.0
Primary downstream channelLockedSC-QAM
DOCSIS 3.0 channels325
DOCSIS 3.1 channels11
 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000002.640QAM 25625
21390000004.840QAM 2561
31630000004.440QAM 2564
41710000004.240QAM 2565
51950000003.740QAM 2568
62030000003.340QAM 2569
7227000000340QAM 25612
8235000000340QAM 25613
93230000002.441QAM 25624
103390000002.740QAM 25626
113470000002.640QAM 25627
123550000002.741QAM 25628
133630000002.541QAM 25629
143710000002.240QAM 25630
153790000002.240QAM 25631
163870000001.741QAM 25632
173950000001.240QAM 25633
184030000000.940QAM 25634
194110000000.940QAM 25635
204190000001.141QAM 25636
214270000000.741QAM 25637
224350000001.341QAM 25638
234430000001.541QAM 25639
244510000001.341QAM 25640
254590000000.841QAM 25641
264670000000.441QAM 25642
274750000000.541QAM 25643
284830000000.441QAM 25644
294910000000.241QAM 25645
304990000000.441QAM 25646
315070000000.341QAM 25647
325150000000.141QAM 25648
 

fjama13
On our wavelength

3.0 Downstream channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40

333

12

2

Locked

40

282

18

3

Locked

40

268

234

4

Locked

40

295

4

5

Locked

40

245

5

6

Locked

40

255

8

7

Locked

40

276

56

8

Locked

40

249

99

9

Locked

41

309

3

10

Locked

40

286

5

11

Locked

40

300

45

12

Locked

41

283

97

13

Locked

41

269

47

14

Locked

40

270

68

15

Locked

40

263

33

16

Locked

41

316

43

17

Locked

40

294

88

18

Locked

40

246

97

19

Locked

40

240

45

20

Locked

41

246

72

21

Locked

41

257

49

22

Locked

41

244

47

23

Locked

41

266

64

24

Locked

41

1777

16

25

Locked

41

236

56

26

Locked

41

225

43

27

Locked

41

202

45

28

Locked

41

239

75

29

Locked

41

225

22

30

Locked

41

249

11

31

Locked

41

237

46

32

Locked

41

240

88

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked39-5.0293440767612965

fjama13
On our wavelength

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000045.85120QAM 641
143100000455120QAM 642
236600000455120QAM 643
330100000445120QAM 644
423600000445120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA00120
1ATDMA0070
2ATDMA00180
3ATDMA0080
4ATDMA00402

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61039.52KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20074000000231

fjama13
On our wavelength

Can anyone from the VM Forum team take a look at this my internet is very intermittent and the telephone support team have stated that they see nothing wrong on their end.

fjama13
On our wavelength

Hi,

Why am I being ignored? I posted on Tuesday can someone take a look at this, please?

Hi @fjama13 

Welcome back to the community forums 

Sorry to hear of your services issues and concerns. We've checked the systems at our side and can see that there is some signal issues within the area that might be affecting your services at this time. There is currently no estimated fix time for this but if you can also create a broadband quality monitor and share the live link we'll also be able to assist with investigating this further for you when updates become available. 

Can you advise how your service is affected by these timeouts? Do you have just slow speeds or are you seeing one or multiple devices dropping connection?

There is also limited support/checks we can do at our side when the hub is in modem mode so there might be a time where the hub will need to be changed into router mode so we can assist further. 

The responses on the community forums are not instant, but we will work to respond as soon as possible for queries raised to us. 

Here to help 🙂
Virgin Media Forums Agent
Carley

fjama13
On our wavelength

Please see the graph - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/20fec4ae8ea479b397fce22246a50bc8c72e6d06

Multiple devices both wired and wireless affected. Webpages, videos, and downloads hang and don't load. Then when I look at the T3 timeouts it increases on both the DOCSIS 3.0 and 3.1 upstream channels. The issue isn't speed as such, it's the upload timeout that manifests in the loss of internet. Please see below and tell it the service is acceptable. I argue it is not acceptable and it has not been acceptable for some time.

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA00120
1ATDMA0070
2ATDMA00180
3ATDMA0090
4ATDMA00563

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20074000000553
 

Thank you @fjama13 

I have checked and I can see the Hub has been up for around 25 days. Are you able to try a pin hole reset for me? To do this push a pen etc into the reset hole and hold in for 30 seconds. If you have changed any details such as the Hub name or password then they will default back to the original but you can reset these again.

Hi,

I believe you have checked my Hub 5 but in the Hub 5 device information page it states that it has been up for just under 3 days. Something is not right. I will reset it tonight and see how it goes.

Info

Hub 5 device information

The information below shows current status of this Hub 5.

Standard specification compliantDOCSIS 3.1
Hardware version1.1
Software version:LG-RDK_7.6.20-2306.5
Cable MAC address**:**:**:**:**:**
Cable modem serial number:YAAS13418XXX
System up time:2day(s)14h:18m:8s
Network access:Allowed