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DizzyIT
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Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

I am a long time customer of Virgin Media since 2016 at my current address, currently on the 350mb package. The neighbouring flat have started using Virgin Media and we are now sharing a single COAX cable. The install date was 30/08 in the early afternoon and you can see from the BQM graphs having a second connection has severly affected our service. The connection was so bad in the late morning and early afternoon that around 3pm on 31/08 I went out and traced my cable, which was now loose in the device that splits the COAX cable from the street into the two connections. There were also a lot of errors in the hub/router logs, which I have attached below. Once I tightened the cable connection the frequency of the errors reduced, however we are still seeing worse service on the BQM graph than before we started sharing the COAX line. This includes still seeing a higher rate of errors in the logs.

Please could you check the line stats? See attachments below for details.

Thanks

I have attached images that show:

30th August (Install day)01 - 30.08.JPG

 31st August (Install day +1)

02 - 31.08.JPG

 

27th August (Previous Friday for reference)

03 - 27.08.JPG

 

Live Link to BQM 

 

 

Older logs saved before they were lost 30th and 31st August

Time Priority Description
31/08/2021 13:20:33 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:26:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:26:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:20:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:18:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:13:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:13:36 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 10:57:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 10:57:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:56:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:55:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:49:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:45:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:45:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:25:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:25:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:15:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:15:41 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:14:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:14:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Newer Logs

13/09/2021 08:18:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2021 11:02:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 08:18:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 07:38:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 05:39:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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DizzyIT
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Message 2 of 17
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Re: Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

More connection information

Downstream

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

1138750000-136256 qam1
2146750000-1.236256 qam2
3154750000-1.237256 qam3
4162750000-0.937256 qam4
5170750000-0.938256 qam5
6178750000-138256 qam6
7186750000-0.538256 qam7
8194750000-0.740256 qam8
9202750000-0.940256 qam9
10210750000-138256 qam10
11218750000-138256 qam11
12226750000-138256 qam12
13234750000-0.938256 qam13
14242750000-140256 qam14
15250750000-140256 qam15
16258750000-1.240256 qam16
17266750000-140256 qam17
18274750000-140256 qam18
19282750000-0.940256 qam19
20290750000-140256 qam20
21298750000-140256 qam21
22306750000-1.240256 qam22
23314750000-0.740256 qam23
24322750000-0.540256 qam24



Downstream bonded channels

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

1Locked36.3168526476634078
2Locked36.34425488466761
3Locked37.61106279273267
4Locked37.63984075639525
5Locked38.6646585217544
6Locked38.6366065448501
7Locked38.6295044230380
8Locked40.36901359610
9Locked40.37199246209
10Locked38.94923111476
11Locked38.6500369140
12Locked38.610336112455
13Locked38.9615359439
14Locked40.3517596555
15Locked40.3193723278
16Locked40.9184393712
17Locked40.3726096152
18Locked40.3733057669
19Locked40.3237995458
20Locked40.3227463917
21Locked40.3818075556
22Locked40.3364124503
23Locked40.3228754931
24Locked40.9238104865

 

Upstream bonded channels

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

14619971744.8512064 qam3
23940024344.8512064 qam4
36030009644.8512032 qam1
45369959544.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0050
3ATDMA0080
4ATDMA00130

 

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Roger_Gooner
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Message 3 of 17
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Re: Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

The sharing of a cable is not necessarily a problem, after all nobody has a dedicated line to the hub site. I'd power off your hub, check again that all connections between the hub and splitter are tight and power on again. Post your stats and log again after 24 hours.

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My Broadband Ping - Roger's VM Broadband Connection
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DizzyIT
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Message 4 of 17
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Re: Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

I powered off the hub for 60seconds around 8.30pm and you can see that on the BQM, also there was another lag spike that is shown on the BQM which I also felt when I was gaming at around 10.45.

I also confirmed connections are tight as well and the logs are below:

15/09/2021 09:51:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 21:44:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 21:44:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 21:44:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 10:20:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Roger_Gooner
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Message 5 of 17
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Re: Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

Please post your stats as well.

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-tony-
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Message 6 of 17
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Re: Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

if the tech left your connection loose it worth asking what the other install is like - can you ask the people in the flat to check their connections are tight and if possible for them to set up a bqm to monitor their part of the install - i would assume they are suffering the same problems as you 

as said sharing a cable should not be a problem its done quite often in flats 

____________________

Tony.
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DizzyIT
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Message 7 of 17
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Re: Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

Downstream bonded channels

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

1138750000-0.540256 qam1
2146750000-0.940256 qam2
3154750000-0.940256 qam3
4162750000-0.540256 qam4
5170750000-0.540256 qam5
6178750000-0.540256 qam6
7186750000-0.240256 qam7
8194750000-0.540256 qam8
9202750000-0.540256 qam9
10210750000-0.540256 qam10
11218750000-0.740256 qam11
12226750000-0.740256 qam12
13234750000-0.540256 qam13
14242750000-0.740256 qam14
15250750000-0.740256 qam15
16258750000-0.940256 qam16
17266750000-0.540256 qam17
18274750000-0.740256 qam18
19282750000-0.540256 qam19
20290750000-0.740256 qam20
21298750000-0.740256 qam21
22306750000-0.940256 qam22
23314750000-0.440256 qam23
24322750000-0.240256 qam24



Downstream bonded channels

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

1Locked40.96647623618771
2Locked40.91350444515085
3Locked40.91469114556
4Locked40.933391201062
5Locked40.91250603
6Locked40.9293161499
7Locked40.31902745355
8Locked40.347597142
9Locked40.315590
10Locked40.335080
11Locked40.9714760
12Locked40.9449791158
13Locked40.3907952
14Locked40.9668480
15Locked40.323880
16Locked40.9410
17Locked40.3130
18Locked40.3230
19Locked40.9210
20Locked40.9130
21Locked40.9350
22Locked40.9240
23Locked40.9360
24Locked40.3350

 

Upstream bonded channels

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

14619954244.3512064 qam3
23940000044.3512064 qam4
36030019444.5512032 qam1
45370000044.3512032 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

I have a BQM running as well against my neighbours connection, its been alot worse than mine but will check that their IP hasn't changed since I started monitoring.

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lotharmat
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Message 8 of 17
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Re: Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

Upstream QAM is 32 for two of the channels and the PostRS errors are too high! - I'd say you need a tech visit to investigate noise ingress!



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DizzyIT
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Message 9 of 17
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Re: Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

@lotharmat Thanks for the reply, will a VM employee be along and see this post to help schedule an engineer visit or how do I get an engineer out?

 

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lotharmat
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Message 10 of 17
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Re: Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

They will - it can take a day or so though so be patient! - Any 'bumping' tends to move it down their queue!

When they do get to it though - they are pretty great at sorting out any issues! - The alternative is CS....... No-one wants that.....



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