Upstream Issues

[SouthWaleschris]

For some reason my connection keeps freezing and looking at the logs in my hub I think its due to upstream issues.  Can someone from Virgin have a check as I don't think its a local issue but network.

Thanks.

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

1	331000000	3.3	40	QAM 256	25
2	139000000	2.4	40	QAM 256	1
3	147000000	2.1	40	QAM 256	2
4	155000000	2	40	QAM 256	3
5	163000000	2	40	QAM 256	4
6	171000000	2.1	40	QAM 256	5
7	179000000	2.4	40	QAM 256	6
8	187000000	2.9	41	QAM 256	7
9	195000000	3.4	41	QAM 256	8
10	203000000	3.4	41	QAM 256	9
11	211000000	3.4	41	QAM 256	10
12	219000000	3.2	0	QAM 256	11
13	227000000	3	40	QAM 256	12
14	235000000	2.6	40	QAM 256	13
15	243000000	2.1	40	QAM 256	14
16	251000000	1.3	40	QAM 256	15
17	259000000	1.2	40	QAM 256	16
18	267000000	2.3	40	QAM 256	17
19	275000000	3.2	41	QAM 256	18
20	283000000	3.7	41	QAM 256	19
21	291000000	4	41	QAM 256	20
22	299000000	3.9	41	QAM 256	21
23	307000000	3.9	41	QAM 256	22
24	315000000	3.7	40	QAM 256	23
25	323000000	3.5	40	QAM 256	24
26	339000000	3.4	40	QAM 256	26
27	347000000	3.8	41	QAM 256	27
28	355000000	4.1	41	QAM 256	28
29	363000000	4.4	41	QAM 256	29
30	371000000	4.4	41	QAM 256	30
31	379000000	4.6	41	QAM 256	31

Downstream bonded channels

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

1	Locked	40	8586	2044
2	Locked	40	120870249	5830056
3	Locked	40	117727007	10750533
4	Locked	40	262701703	3668914
5	Locked	40	374112858	1120690
6	Locked	40	61222385	69368
7	Locked	40	36616997	19715
8	Locked	41	19333329	12883
9	Locked	41	12074548	11470
10	Locked	41	9524242	7818
11	Locked	41	6552037	7292
12	Locked	0	96647958	8784960
13	Locked	40	314512558	170533965
14	Locked	40	10330759	5782
15	Locked	40	1690337	5533
16	Locked	40	2367047	4760
17	Locked	40	2328531	3879
18	Locked	40	593769	2761
19	Locked	41	205953	3387
20	Locked	41	99545	3144
21	Locked	41	73173	2602
22	Locked	41	51425	2454
23	Locked	41	26625	2069
24	Locked	40	17526	1749
25	Locked	40	13999	2047
26	Locked	40	5600	1088
27	Locked	41	3825	1294
28	Locked	41	6742	909
29	Locked	41	9178	871
30	Locked	41	13340	818
31	Locked	41	11928	3284

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

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

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	36	0
1	ATDMA	0	0	18	0
2	ATDMA	0	0	23	0
3	ATDMA	0	0	36	0
4	ATDMA	0	0	36	0

Network Log

Time Priority Description

26-04-2023 07:23:05	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:23:04	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:23:04	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:23:04	critical	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:23:00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:22:02	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:22:02	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:22:02	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:21:38	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:21:37	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:21:37	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:21:37	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:21:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:21:06	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:21:06	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2023 07:20:29	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 15:36:04	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 15:35:20	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 15:35:20	warning	Dynamic Range Window violation
25-04-2023 09:28:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:28:08	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:28:00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:28:00	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:27:45	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:27:04	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:27:03	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 11 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:27:02	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:27:01	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:26:42	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:26:39	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:26:35	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-04-2023 09:26:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Client62]

At the moment in time these stats were recorded the Upstream Power & Modulation looked to be fine, some past timeouts can be seen.

But there are very large numbers of errors on all of the 3.0 Downstream Channels and Channel 12 looks very odd with SNR of 0.

This level of downstream error does indicate a service issue & it may well be affecting the customers in your locality.

Call the 0800 561 0061 number to see if there is a known local service fault.

[Cardiffman282]

High levels of Post RS errors and T3 timeouts are issues. Looks commutative in terms of volume so try unplugging the hub for a minute and powering it back up and then post the new stats at the end of the day. 

[SouthWaleschris]

Rather wait for support here as support by phone is like dealing with the crew of the Carry on films.

[Client62]

0800 561 0061 is an automated number & it has the most current & local info available.

[IPFreely]

---

@Client62 wrote:

At the moment in time these stats were recorded the Upstream Power & Modulation looked to be fine, some past timeouts can be seen.

But there are very large numbers of errors on all of the 3.0 Downstream Channels and Channel 12 looks very odd with SNR of 0.

This level of downstream error does indicate a service issue & it may well be affecting the customers in your locality.

Call the 0800 561 0061 number to see if there is a known local service fault.

---

Absolutely. The T3s were probably not because of an upstream issue but because the cable modem never received the periodic maintenance message to begin with.

Fault on the drop, the network or a failing Hub. If there're no mass of reports a technician can eliminate two of those three possibilities.

[Steven_L]

Hey SouthWaleschris,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection, I have been looking into this on our system and we will need to get this looked into by a technician to resolve the issues. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L