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rsiryans
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Suddenly unreliable connection with Lost MDD Timeout

Hi everyone,

My connection is usually rock solid, and I can get the full 200MBit at any time. For the last two days this has not been the case - performance is extremely erratic and using speedtest.net shows download speeds anywhere from 10Mbit to 150Mbit. The issue seemed to resolve just after midnight, but then resumed this morning.

Looking at the modem logs I see a lot of Lost MDD Timeout errors, eg:

First TimeLast TimePriorityError NumberDescription
16/06/2020 17:28:29 GMT16/06/2020 17:28:29 GMTWarning (5)84020200Lost MDD Timeout
16/06/2020 17:28:29 GMT16/06/2020 17:28:29 GMTWarning (5)84020200Lost MDD Timeout
16/06/2020 17:25:40 GMT16/06/2020 17:25:40 GMTWarning (5)84020200Lost MDD Timeout
16/06/2020 17:19:34 GMT16/06/2020 17:19:34 GMTWarning (5)84020200Lost MDD Timeout
16/06/2020 17:07:02 GMT16/06/2020 17:07:02 GMTWarning (5)84020200Lost MDD Timeout
16/06/2020 17:06:14 GMT16/06/2020 17:06:14 GMTWarning (5)84020200Lost MDD Timeout

 

I'm hoping someone can look at these logs and say if this is a hardware issue - I've restarted the modem, checked that connections are tight, and this is all tested using ethernet.

Thanks.

 

Downstream logs:

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

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
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)1.370.39-0.171.010.720.942.171.51
RxMER (dB)36.1736.3936.8437.0937.3637.3638.2637.94
Pre RS Errors1702192367220843488236213466340822278459311682987715
Post RS Errors2988209988711712139997446190176113187690

0

 

Upstream:

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2143
Frequency (Hz)53700000603000003940000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)47.7548.0047.2547.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts7421
T4 Timeouts0000
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Roger_Gooner
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Message 2 of 11
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Re: Suddenly unreliable connection with Lost MDD Timeout

Your modem is struggling to get a network lock. Can you first try a pinhole reset for 60 seconds.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
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rsiryans
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Message 3 of 11
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Re: Suddenly unreliable connection with Lost MDD Timeout

Thanks for your help!

So again last night things started to work well after midnight, but was back to problems this morning. I did a pinhole reset but that's changed nothing.

Current report:

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

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
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)-1.29-2.36-3.00-1.84-2.15-1.91-0.72-1.28
RxMER (dB)37.9437.3637.0937.3637.9437.9438.9838.26
Pre RS Errors5380248702546985512844982554245065116311
Post RS Errors295844096290683350310653310726053365

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2143
Frequency (Hz)53700000603000003940000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)49.5049.5049.0049.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts4000
T4 Timeouts0000
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hotshot666
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Message 4 of 11
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Re: Suddenly unreliable connection with Lost MDD Timeout

This would point to factors outside of your premises

One for Virgin to respond to
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gary_dexter
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Re: Suddenly unreliable connection with Lost MDD Timeout

Start a TBB BQM graph and post it back after 24 hours. 


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Melissa_F
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Message 6 of 11
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Re: Suddenly unreliable connection with Lost MDD Timeout

Hi rsiryans,

 

Thanks for your post and welcome to the community. 

 

I'm sorry that you're seeing some erratic behaviour with your broadband. I can appreciate you'd like to get this fixed as soon as possible.

 

From the information you've given, it sounds like we're going to need to book a tech visit for you. 

 

I need to check if anyone in the property is shielding or has any symptoms? Our tech's will try and get faults resolved outside, but sometimes they may need to go in the property. 

 

Thanks 

 

Melissa 

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rsiryans
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Message 7 of 11
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Re: Suddenly unreliable connection with Lost MDD Timeout

Hi Melissa

The comment above made me think about signal levels, and there was a 4dB Forward Path equaliser installed between the cable and the modem. On a hunch I took this out, and now the modem is happily working away at full speed. So that's good - but the question is why the signal level has apparently dropped, of course, and I agree that may need a site visit to check.

Nobody shielding here, no symptoms of Covid19 either thankfully.

Thanks

Robert

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Melissa_F
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Message 8 of 11
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Re: Suddenly unreliable connection with Lost MDD Timeout

Thank you for confirming, and glad to hear everyone is well.

 

I'm glad you've seen some improvement since removing the equaliser, although I'd still like to get a tech out.

 

I've booked you in for our soonest available appointment, and you can see the time/date on your online account here.

 

If you need to change the appointment slot, please let me know and I'll do that for you 🙂

 

Thanks

 

Melissa 

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rsiryans
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Message 9 of 11
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Re: Suddenly unreliable connection with Lost MDD Timeout

Hi Melissa

That's great - thanks so much for your help. And once the cabling's checked over I think it's time I upgraded!

Cheers

Robert

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Melissa_F
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Re: Suddenly unreliable connection with Lost MDD Timeout

Brill, glad it's okay for you.

 

Let me know how you get on when the visit has happened 🙂

 

Thanks

 

Melissa 

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