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2tw2
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area 3 fault fixed but issues remain

The VM resolve team tell me the area 3 high utilisation fault F009369438 has now been fixed well ahead of the scheduled fix date of 30/9/22. But we are still experiencing an unreliable connection.  @Martin_N you advised yesterday that the issues would resolve when the area fault was fixed but they haven't - so it seems something else is going on with our Hub 4 connection.

We seem to have half hourly spikes on the BMQ and a poor SNR on several channels. Any suggestions gratefully received

3.0 Downstream channels

41630000003.50000032.321487QAM2564
11390000003.59999833.956509QAM2561
21470000003.40000231.403784QAM2562
31550000003.40000231.335388QAM2563
51710000003.00000033.376591QAM2565
61790000002.29999934.345688QAM2566
71870000001.40000235.083549QAM2567
81950000000.90000236.609653QAM2568
92030000000.90000237.355988QAM2569
102110000001.50000037.636276QAM25610
112190000001.70000138.605377QAM25611
122270000001.79999937.636276QAM25612
132350000001.70000137.636276QAM25613
142430000001.29999937.636276QAM25614
152510000001.29999936.609653QAM25615
162590000001.79999937.355988QAM25616
172670000002.09999837.355988QAM25617
182750000002.70000137.355988QAM25618
192830000003.20000137.636276QAM25619
202910000003.59999838.605377QAM25620
212990000003.50000038.605377QAM25621
223070000002.50000037.636276QAM25622
233150000001.79999937.355988QAM25623
243230000001.59999837.636276QAM25624
253310000001.59999837.636276QAM25625
263390000001.50000037.636276QAM25626
273470000001.59999838.605377QAM25627
283550000001.70000137.636276QAM25628
293630000001.79999938.605377QAM25629
303710000002.09999838.605377QAM25630
313790000002.29999938.983261QAM25631

3.0 Downstream channels

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

4Locked32.32148710224660
1Locked33.9565093315110
2Locked31.40378436593420
3Locked31.33538847511730
5Locked33.3765911563700
6Locked34.345688395730
7Locked35.083549169290
8Locked36.609653130360
9Locked37.355988143290
10Locked37.636276131890
11Locked38.605377139700
12Locked37.636276168400
13Locked37.636276259270
14Locked37.636276419430
15Locked36.609653526590
16Locked37.355988452000
17Locked37.355988371600
18Locked37.355988255710
19Locked37.636276186910
20Locked38.605377169500
21Locked38.605377207460
22Locked37.636276330720
23Locked37.355988535230
24Locked37.636276781040
25Locked37.6362761022740
26Locked37.6362761063810
27Locked38.6053771134430
28Locked37.6362761253190
29Locked38.6053771239630
30Locked38.6053771263340
31Locked38.9832611216000



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1880QAM2048759

 

BMQ: https://www.thinkbroadband.com/broadband/monitoring/quality/share/a00bc81d32602b6d745db0cc8eb003de20...

 

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2tw2
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Message 2 of 24
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Re: area 3 fault fixed but issues remain

here is the Network log on the day of the area fault fix at 3 pm:

Tue Aug 2 08:24:33 20223SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 2 08:24:38 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 2 08:27:27 20223Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 2 13:15:40 20224Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 2 13:15:56 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

And the upstream data if it helps

3.0 Upstream channels

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

16030000044.0205995120 KSym/sec64QAM1
23940000043.2705995120 KSym/sec64QAM4
35370000043.5205995120 KSym/sec64QAM2
44620000042.7705995120 KSym/sec64QAM3



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
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jbrennand
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Message 3 of 24
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Re: area 3 fault fixed but issues remain

Those spikes on the BQM I believe are due to the regular Samknows speed tests that the Hub is performing.

Certainly no evidence of OU on that BQM.

One or two down channels have low down power levels that may be giving issues

Might be worth resetting the hub like this
_________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
2tw2
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Message 4 of 24
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Re: area 3 fault fixed but issues remain

Thanks - will turn hub off this evening

I haven't set Sam Knows up to do this speed checking - does VM arrange for this? Do I need to stop it and if so how?

I think an engineer is coming on Monday so will ask him to look at the low downstream power levels if they persist.

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jbrennand
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Message 5 of 24
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Re: area 3 fault fixed but issues remain

Yes I believe VM sets it up to do that.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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2tw2
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Message 6 of 24
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Re: area 3 fault fixed but issues remain

The half hourly spikes have only been since 30 July so for us it is a new thing!

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legacy1
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Message 7 of 24
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Re: area 3 fault fixed but issues remain

If you don't like VM DoSing you for speed tests you can use modem mode.
---------------------------------------------------------------
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2tw2
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Message 8 of 24
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Re: area 3 fault fixed but issues remain

I don't mind - it is just so odd VM didn't do this and then suddenly started doing it at the end of July! Mystery.

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2tw2
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Message 9 of 24
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Re: area 3 fault fixed but issues remain

update

Engineer has just been - these spikes are to do with the poor SNR... another engineer will look at amp in the street to try to fix

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David_Bn
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Message 10 of 24
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Re: area 3 fault fixed but issues remain

Thanks for the update @2tw2, have we been able to offer a date as to when the follow up engineer is due?

Kindest regards,

David_Bn

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