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Upstream significantly reduced

Hi,

I just had my M350 service connected on Saturday 2020-11-08 and everything was working fine until today 2020-11-10.  Speed tests yesterday yielded circa 350/35 up/down which was as expected.

Today, my downstream appears fine but upstream has been reduced to 3--5mbit, which has made VC calls near untenable.

I can confirm:

  • I am using a wired (Ethernet) connection for tests
  • I have isolated other clients for tests such that there is no competition for bandwidth
  • I have rebooted the router a few times, and have also attempted a factory reset as suggested
  • The Service Status page for my account says there are no known issues.

I did receive SMS notifications today regarding fault F008490043 (which I have no idea how to reference) however the service status page mentioned earlier that there were known TV faults (which I do not have).

Here are the statistics from the modem.  I believe the upstream modulation figures are of interest.

Downstream bonded channels

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

11390000005.838256 qam1
21470000005.638256 qam2
31550000005.538256 qam3
41630000005.538256 qam4
51710000005.638256 qam5
61790000005.638256 qam6
71870000005.538256 qam7
81950000005.538256 qam8
92030000005.438256 qam9
102110000005.438256 qam10
112190000005.438256 qam11
122270000005.438256 qam12
132350000005.138256 qam13
14243000000538256 qam14
152510000005.338256 qam15
162590000005.538256 qam16
172670000005.438256 qam17
182750000005.338256 qam18
192830000005.138256 qam19
202910000005.138256 qam20
212990000005.138256 qam21
223070000005.438256 qam22
233150000005.538256 qam23
243230000005.838256 qam24



Downstream bonded channels

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

1Locked38.6100382214
2Locked38.9108212633
3Locked38.6110923199
4Locked38.9489012666
5Locked38.9350411802
6Locked38.992713079
7Locked38.9101452923
8Locked38.9107733066
9Locked38.9109583100
10Locked38.9140185591
11Locked38.9122405893
12Locked38.954899324
13Locked38.931039074
14Locked38.98257556
15Locked38.99286741
16Locked38.610746439
17Locked38.98575425
18Locked38.99275513
19Locked38.910556625
20Locked38.68646835
21Locked38.99585066
22Locked38.97057039
23Locked38.98675459
24Locked38.98375566

Upstream bonded channels

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

1462002514.825512016 qam5
2394004384.825512016 qam6
3258001614.825512016 qam8
4325997324.825512016 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Upstream significantly reduced

Network Log

Time Priority Description

10/11/2020 17:23:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 17:19:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 17:19:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 17:19:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 17:19:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 17:19:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 17:19:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 17:19:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 16:21:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 16:03:1noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 15:28:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 15:07:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 15:05:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 14:59:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 14:39:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 14:34:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 14:33:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 14:32:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 14:26:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Upstream significantly reduced

Upstream bonded channels

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

1462002514.825512016 qam5
2394004384.825512016 qam6
3258001614.825512016 qam8
4325997324.825512016 qam7

 

All of your upstream channels are out of spec (Should be 64 qam).

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Re: Upstream significantly reduced

My Broadband Ping - Virgin Broadband

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Re: Upstream significantly reduced

Update 2020-11-12

 

I received an SMS this morning saying that fault F008490043 -- that I still don't know how to look up as a customer -- was resolved.

My upstream speed has increased to around 8mbit (where it was around 35 a few days back).  The modem information page looks as follows (note the modulation values still seem suspect):

 

Upstream bonded channels

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

1462000194.875512032 qam5
2393996594.875512032 qam6
3257999084.875512016 qam8
4326003524.875512016 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Upstream significantly reduced


@toksvaeth wrote:

Update 2020-11-12

 

I received an SMS this morning saying that fault F008490043 -- that I still don't know how to look up as a customer -- was resolved.

My upstream speed has increased to around 8mbit (where it was around 35 a few days back).  The modem information page looks as follows (note the modulation values still seem suspect):

 

Upstream bonded channels

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

1462000194.875512032 qam5
2393996594.875512032 qam6
3257999084.875512016 qam8
4326003524.875512016 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Until the local area fault has been resolved VM won't send an engineer out unfortunately.

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Re: Upstream significantly reduced


@carl_pearce wrote:

@toksvaeth wrote:

Update 2020-11-12

 

I received an SMS this morning saying that fault F008490043 -- that I still don't know how to look up as a customer -- was resolved.


Until the local area fault has been resolved VM won't send an engineer out unfortunately.

 


I suspected as much, although it was odd that I received SMS messages about the fault when it didn't show in the service status page.

As stated, I received a message stating that fault -- whatever it was -- was resolved this morning.  My issue still exists.

 

Is there any way to look up the fault IDs or are they for Virgin's use only?

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