Menu
Reply
cje85
  • 2.82K
  • 181
  • 771
Trouble shooter
540 Views
Message 1 of 7
Flag for a moderator

Upload/T3 problems (SNR?)

Hi,

My connection has been quite poor this week and a couple of times it has gone off completely. This afternoon has been particularly bad. It is barely working at all, with huge packet loss.

The problem seems to be with the upstream (channel ID 5)  which is showing a huge number of T3 errors, just minutes after rebooting the hub.

The service status shows no problems, but I ran the online test which displayed a message implying an SNR problem (something like "there's a problem with noise on the coax into your home").

What are the next steps? Is it an area fault?

Here are the stats and a BQM (Approx. 15 mins after a reboot)

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

13310000007.440256 qam25
2267000000538256 qam17
32750000004.938256 qam18
42830000005.138256 qam19
5291000000638256 qam20
62990000007.138256 qam21
73070000007.440256 qam22
83150000007.540256 qam23
93230000007.440256 qam24
103390000007.638256 qam26
113470000007.840256 qam27
123550000007.540256 qam28
133630000007.540256 qam29
143710000007.440256 qam30
153790000007.438256 qam31
163870000007.140256 qam32
173950000007.140256 qam33
184030000006.938256 qam34
194110000006.538256 qam35
204190000006.438256 qam36
214270000006.338256 qam37
224350000006.338256 qam38
234430000006.438256 qam39
244510000006.338256 qam40



Downstream bonded channels

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

1Locked40.320
2Locked38.660
3Locked38.930
4Locked38.900
5Locked38.950
6Locked38.950
7Locked40.370
8Locked40.350
9Locked40.340
10Locked38.970
11Locked40.350
12Locked40.370
13Locked40.350
14Locked40.360
15Locked38.970
16Locked40.3220
17Locked40.370
18Locked38.980
19Locked38.9190
20Locked38.6150
21Locked38.940
22Locked38.9100
23Locked38.670
24Locked38.920

 

Upstream bonded channels

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

14620000043.5512064 qam3
23260000043.5512032 qam5
33940000043.5512032 qam4
45370000043.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA00520
3ATDMA0000
4ATDMA0000

 

Today's BQM

last24.png

 

0 Kudos
Reply
Andrew-G
  • 10.08K
  • 1.62K
  • 4.54K
Alessandro Volta
532 Views
Message 2 of 7
Flag for a moderator

Re: Upload/T3 problems (SNR?)

Suddenness of onset at around 14:10 and severity tends to imply an equipment failure or cable damage, which would often be an area fault.  The preceding latency however looks like an unrelated case of over-utilisation, and you've probably read my views on that often enough.

I'd try calling it in as an area fault, telling whatever lies you need to in order to get past the crap chatbots and pointless and long winded fault-finding scripts, but bear in mind that any action by VM should fix packet loss, but is unlikely to address the apparent utilisation issues.

cje85
  • 2.82K
  • 181
  • 771
Trouble shooter
515 Views
Message 3 of 7
Flag for a moderator

Re: Upload/T3 problems (SNR?)

Finders crossed, the problem seems to have cleared up as ideally I don't want to call VM and subject myself to their torturous phone based customer service!

The sudden packet loss and upstream problem has happened a couple of times this week (I think it was Tuesday and Wednesday), but on those occasions it resolved quite quickly. Today was much worse.

I'm not sure if the peak time spikes are utilisation as generally I can still get full speed (or very close) at peak time. I think it may be down to noise on the upstream, that seems to be a long running problem in this area. I've had utilisation problems in the past and remember being concerned when the BQM started looking poor every night, but after posting about it on here, one of the team assured me it wasn't utilisation but just noise related.

I'll see how things go over the next few days and await the forum team to respond.

0 Kudos
Reply
Andrew-G
  • 10.08K
  • 1.62K
  • 4.54K
Alessandro Volta
502 Views
Message 4 of 7
Flag for a moderator

Re: Upload/T3 problems (SNR?)

Some internet use is not latency sensitive, and some people simply don't notice it even where it is impacting their connection.  If either applies to you, the utilisation issues can be ignored, and that avoids the time-wasting misery of the company's appalling telephone "support".  And if it all seems good, you can ignore my comments below.

Regardless of what VM staff might assure you, it looks pretty obvious to me that you have over-utilisation, which has a very distinctive pattern.  Sometimes it doesn't affect speeds, because queuing of data packets (if not long enough to timeout) won't materially affect a download if sequential delays only add a few milliseconds to a test that typically lasts for ten-twenty seconds, and as you observe, upstream over-utilisation can also exist separately from the downstream.  

Ignore the packet loss on your BQM, and compare the latency to mine (admittedly a good day):

My Broadband Ping - Virgin Media 200 Mbps

If VM maintain it's "just noise related", then you should press VM to fix the noise source - it's either faulty equipment (VM's responsibility) or noise ingress through a poor joint or damaged cable (VM's responsibility).

0 Kudos
Reply
Akua_A
  • 3.68K
  • 89
  • 244
Forum Team
Forum Team
424 Views
Message 5 of 7
Flag for a moderator

Re: Upload/T3 problems (SNR?)

Hi @cje85,

 

Welcome back to our forums.

 

Sorry to hear you have been have connection issues of late. We can understand this is not ideal and we want to best help.

 

I have been able to access your account using forum details. There is currently an SNR outage that may be causing the issues you are facing. Our engineers are currently aware of this and are working to resolve this. The current estimated fix time for this is 05 OCT 2021 18:00. Please do let us know if the issue persists after this and we will do our best to assist.

 

Thanks,

Akua_A
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
cje85
  • 2.82K
  • 181
  • 771
Trouble shooter
376 Views
Message 6 of 7
Flag for a moderator

Re: Upload/T3 problems (SNR?)

Is this still ongoing? The packet loss was back yesterday (it cleared up after a few hours) and today it's happening again.

Interestingly it started at around 8am on both occasions, I wonder if someone nearby is switching something on which is causing an SNR issue.

 

Friday

bf78ffacddd8d89fbd38dcacfa6eacef3d3be749-08-10-2021

Today

561110d8fd41e905bab5b739a1315a5da0dabbb2-09-10-2021

 

Downstream stats

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

13310000005.440256 qam25
22670000003.238256 qam17
32750000003.238256 qam18
42830000003.738256 qam19
52910000004.438256 qam20
6299000000538256 qam21
73070000005.140256 qam22
83150000005.440256 qam23
93230000005.340256 qam24
103390000005.540256 qam26
113470000005.640256 qam27
123550000005.440256 qam28
133630000005.340256 qam29
143710000005.340256 qam30
153790000005.138256 qam31
16387000000538256 qam32
17395000000540256 qam33
184030000004.638256 qam34
194110000004.538256 qam35
204190000004.438256 qam36
214270000004.140256 qam37
224350000003.938256 qam38
23443000000438256 qam39
244510000004.138256 qam40



Downstream bonded channels

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

1Locked40.93370
2Locked38.92060
3Locked38.61930
4Locked38.92010
5Locked38.91500
6Locked38.92230
7Locked40.32380
8Locked40.91720
9Locked40.326216
10Locked40.33910
11Locked40.34010
12Locked40.339311
13Locked40.34780
14Locked40.35710
15Locked38.67350
16Locked38.96240
17Locked40.35140
18Locked38.97100
19Locked38.983218
20Locked38.98750
21Locked40.39350
22Locked38.911120
23Locked38.911960
24Locked38.98310

 

Upstream bonded channels

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

14620000046.5512064 qam3
23260000046.5512032 qam5
33940000046.5512064 qam4
45370000046.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0010
0 Kudos
Reply
Ashleigh_C
  • 3.74K
  • 152
  • 288
Forum Team
Forum Team
344 Views
Message 7 of 7
Flag for a moderator

Re: Upload/T3 problems (SNR?)

Thank you for updating us @cje85 and I'm so sorry to hear that this has continued past the outage. 

 

I can see that there are a few issues showing on our side and for this reason, along with the evidence you've shared with us, I think it would be best to arrange for an engineer to come out and take a look at your equipment. 

 

I will send you a PM now so we can book this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

 

Thank you. 

 

Ash_C
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply