Frequent packet loss, high pre/post RS error counts etc

[mgilbert3]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7ea541f8314f0f8347708ae1d3c4c63207...

Prior to 30th August I had reported:
Downstream - high power levels. Often a lot of pre and post RS errors 
Upstream - gone to often 1 or 2 only. Power level is high

30th August - engineer visited and placed a 6db forward path on to the cable. This restored the number of upstream channels

Between 30th August and 14th August I found that apart from a few latency peaks and small amount of packet loss I wasn't experiencing hte loss of service.

14th September - replacement Hub 3 > Hub 5. Prior to replacement no change in upstream channel signal power from prior validation. After the install of the Hub 5 there was a short period of packet loss after 19:00. High number of errors in downstream post and pre RS; small number of T3 timeouts on the upstream channels
Below is what I have been experiencing since:
15th September - packet loss
16th September - high latency in the evening
17th September - whilst no loss of service experienced, did get high latency and packet loss in the evening
18th September - whilst no loss of service experienced, did get some packet loss
19th September - whilst no loss of service experienced, did get high latency and packet loss
20th September - upstream power levels have increased to min 45.5 to max 50.5. Packet loss experienced leading to some buffering and short loss of service
21st September - restarted Hub 5 to reset error counts etc. Can see earlier in the afternoon packet loss and latency spikes
22nd September - packet loss for a period of time overnight. High number of pre/post RS counts and T3 timeouts. No latency or packet loss during the day
23rd September - no packet loss, odd latemcy peaks
24th September - packet loss in the evening
25th September - restarted Hub 5 to reset error counts etc. Hub was off from c. 08:20 to c. 10:00

These are the log messages I have had this morning since the restart and I'll post the downstream/upstream info in an updated post

25-09-2024 11:40:49	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:35:46	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:35:45	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:35:19	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:23:24	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:21:25	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:21:14	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:19:33	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:18:00	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:15:49	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:08:27	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:06:42	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:05:29	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:03:14	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 11:01:50	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 10:46:08	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 10:42:48	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 09:56:29	notice	REGISTRATION COMPLETE - Waiting for Operational status

[mgilbert3]

3.0 Downstream channels

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

1	411000000	8.4	40	QAM 256	1
2	419000000	8.3	40	QAM 256	2
3	499000000	8.1	40	QAM 256	12
4	507000000	8.2	40	QAM 256	13
5	515000000	8.4	41	QAM 256	14
6	523000000	8.3	41	QAM 256	15
7	531000000	8.4	40	QAM 256	16
8	539000000	8.5	40	QAM 256	17
9	547000000	8.6	40	QAM 256	18
10	555000000	8.5	40	QAM 256	19
11	563000000	8.4	40	QAM 256	20
12	571000000	8.3	40	QAM 256	21
13	579000000	8	40	QAM 256	22
14	587000000	8	40	QAM 256	23
15	595000000	8.2	40	QAM 256	24
16	603000000	8.2	40	QAM 256	25
17	611000000	8.3	40	QAM 256	26
18	619000000	8.3	40	QAM 256	27
19	627000000	8.5	40	QAM 256	28
20	635000000	8.4	40	QAM 256	29
21	643000000	8.4	40	QAM 256	30
22	651000000	8.4	40	QAM 256	31
23	659000000	8.4	40	QAM 256	32
24	699000000	8.7	40	QAM 256	33
25	667000000	8.6	40	QAM 256	34
26	675000000	8.8	40	QAM 256	35
27	683000000	8.8	40	QAM 256	36
28	691000000	8.9	40	QAM 256	37
29	707000000	8.5	40	QAM 256	38
30	715000000	8.3	40	QAM 256	39
31	723000000	8.2	40	QAM 256	40

3.0 Downstream channels

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

1	Locked	40	56074	449
2	Locked	40	81415	403
3	Locked	40	118513	162
4	Locked	40	102123	145
5	Locked	41	81278	99
6	Locked	41	69558	105
7	Locked	40	74549	103
8	Locked	40	63779	123
9	Locked	40	62340	101
10	Locked	40	72187	125
11	Locked	40	80284	128
12	Locked	40	87696	107
13	Locked	40	106525	107
14	Locked	40	104227	127
15	Locked	40	88529	101
16	Locked	40	74608	93
17	Locked	40	60921	77
18	Locked	40	51886	85
19	Locked	40	42513	177
20	Locked	40	30168	96
21	Locked	40	24079	92
22	Locked	40	24656	104
23	Locked	40	21899	86
24	Locked	40	8054	100
25	Locked	40	13639	103
26	Locked	40	11266	91
27	Locked	40	8183	93
28	Locked	40	7015	95
29	Locked	40	7630	96
30	Locked	40	6108	108
31	Locked	40	4093	101

3.1 Downstream channels

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

41

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

41

Locked

40

7.0

93778472

540442

[mgilbert3]

3.0 Upstream channels

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

0	49600000	46.5	5120	QAM 64	1
1	43100000	46.5	5120	QAM 64	2
2	36600000	46.3	5120	QAM 64	3
3	30100000	46	5120	QAM 64	4
4	23600000	46	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	16	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	16	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

41.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

74000000

0

0

[Kath_P]

Hi mgilbert3,

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with your connection. Running some tests this end, we can see a number of your downstream power levels are too high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_P]

Hi mgilbert3, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment 
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.

[mgilbert3]

To close this post. The engineer visited last week and replaced the isolator. This was in the box that is on the inside of the connection coming from the outside, the output of which is the cable that goes into the router.

Since then there have been no postRS errors on the downstream, no T3 timeouts on the upstream, no packet loss.

My broadband connection was put in during the ntlworld days and I don't believe has had the isolator replaced since. That certainly appears to have resolved any issues I had been experiencing over the last few weeks and months.

So thanks Kath_F for arranging the engineer visit.

[Daniel_Et]

Hi @mgilbert3, thank you for the update.

We're glad to hear the issues now appear to be resolved.

If you have any issues or queries in the future, please don't hesitate to contact us.

Regards,
Daniel