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

[fjama13]

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

[fjama13]

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

1	331000000	2.6	40	QAM 256	25
2	139000000	4.8	40	QAM 256	1
3	163000000	4.4	40	QAM 256	4
4	171000000	4.2	40	QAM 256	5
5	195000000	3.7	40	QAM 256	8
6	203000000	3.3	40	QAM 256	9
7	227000000	3	40	QAM 256	12
8	235000000	3	40	QAM 256	13
9	323000000	2.4	41	QAM 256	24
10	339000000	2.7	40	QAM 256	26
11	347000000	2.6	40	QAM 256	27
12	355000000	2.7	41	QAM 256	28
13	363000000	2.5	41	QAM 256	29
14	371000000	2.2	40	QAM 256	30
15	379000000	2.2	40	QAM 256	31
16	387000000	1.7	41	QAM 256	32
17	395000000	1.2	40	QAM 256	33
18	403000000	0.9	40	QAM 256	34
19	411000000	0.9	40	QAM 256	35
20	419000000	1.1	41	QAM 256	36
21	427000000	0.7	41	QAM 256	37
22	435000000	1.3	41	QAM 256	38
23	443000000	1.5	41	QAM 256	39
24	451000000	1.3	41	QAM 256	40
25	459000000	0.8	41	QAM 256	41
26	467000000	0.4	41	QAM 256	42
27	475000000	0.5	41	QAM 256	43
28	483000000	0.4	41	QAM 256	44
29	491000000	0.2	41	QAM 256	45
30	499000000	0.4	41	QAM 256	46
31	507000000	0.3	41	QAM 256	47
32	515000000	0.1	41	QAM 256	48

[fjama13]

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)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

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

159

Locked

39

-5.0

2934407676

12965

[fjama13]

3.0 Upstream channels

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

0	49600000	45.8	5120	QAM 64	1
1	43100000	45	5120	QAM 64	2
2	36600000	45	5120	QAM 64	3
3	30100000	44	5120	QAM 64	4
4	23600000	44	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	12	0
1	ATDMA	0	0	7	0
2	ATDMA	0	0	18	0
3	ATDMA	0	0	8	0
4	ATDMA	0	0	40	2

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

39.5

2K

QAM 256

3.1 Upstream channels

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

6

OFDMA

200

74000000

23

1

[fjama13]

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]

Hi,

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

[Carley_S]

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. 

[fjama13]

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

0	ATDMA	0	0	12	0
1	ATDMA	0	0	7	0
2	ATDMA	0	0	18	0
3	ATDMA	0	0	9	0
4	ATDMA	0	0	56	3

3.1 Upstream channels

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

6

OFDMA

200

74000000

55

3

[Ashleigh_C]

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.

[fjama13]

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 compliant: DOCSIS 3.1

Hardware version: 1.1

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