Broadband Connection dropouts SG1 Area Again

[tenaka30]

A month and a half ago an issue that went on for a month or so was resolvbed with an engineers visit and has been fine up until a few days ago.  I am again getting regular dropouts;

27/09

28/09

29/09

30/09

Previous thread;
https://community.virginmedia.com/t5/Networking-and-WiFi/Broadband-Connection-dropouts-SG1-Area/td-p...

[jbrennand]

Can you check first for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

If nothing shows on there, try calling it in as a fault - free on 150 (VM line)  or 0345 454 1111 others (national rate). See what they say when they test your connection. If they say it’s a known fault, get a fault reference number.

[tenaka30]

Downstream

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	7.8	40	256 qam	1
2	147000000	7.9	40	256 qam	2
3	155000000	8	40	256 qam	3
4	163000000	7.5	40	256 qam	4
5	171000000	7.9	40	256 qam	5
6	179000000	8	40	256 qam	6
7	187000000	7.9	40	256 qam	7
8	195000000	7.6	40	256 qam	8
9	203000000	7.5	40	256 qam	9
10	211000000	7.3	40	256 qam	10
11	219000000	7	40	256 qam	11
12	227000000	6.4	40	256 qam	12
13	235000000	6.1	40	256 qam	13
14	243000000	6	40	256 qam	14
15	251000000	6.5	40	256 qam	15
16	259000000	6.6	40	256 qam	16
17	267000000	7	40	256 qam	17
18	275000000	7.4	40	256 qam	18
19	283000000	7.6	40	256 qam	19
20	291000000	7.8	40	256 qam	20
21	299000000	8	40	256 qam	21
22	307000000	8	40	256 qam	22
23	315000000	8.3	40	256 qam	23
24	323000000	8.5	40	256 qam	24

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	17580517	9614353
2	Locked	40.3	16817660	7310182
3	Locked	40.3	17153679	5351749
4	Locked	40.3	14796029	3151211
5	Locked	40.3	12555754	1268817
6	Locked	40.3	8197339	255101
7	Locked	40.3	3111659	162777
8	Locked	40.3	1023341	126331
9	Locked	40.3	848713	105727
10	Locked	40.9	538743	94448
11	Locked	40.3	465832	85099
12	Locked	40.3	391826	79651
13	Locked	40.3	344502	73969
14	Locked	40.3	309455	72694
15	Locked	40.9	293617	72327
16	Locked	40.9	246992	72529
17	Locked	40.3	162104	77153
18	Locked	40.9	77409	70926
19	Locked	40.3	92345	71307
20	Locked	40.3	122627	71626
21	Locked	40.3	117163	72337
22	Locked	40.9	133838	71814
23	Locked	40.9	63142	70880
24	Locked	40.9	681853	175779

Upstream

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	43100000	44.5	5120	64 qam	2
2	49600000	45.3	5120	64 qam	1
3	23600000	43	5120	64 qam	5
4	30100000	43.8	5120	64 qam	4
5	36600000	44	5120	64 qam	3

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	4	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	8	0
4	ATDMA	0	0	1	0
5	ATDMA	0	0	3	0

Network Logs

Time	Priority	Description
30/09/2023 19:54:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 19:53:54	Warning!	RCS Partial Service;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 19:53:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 19:52:16	Warning!	RCS Partial Service;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 19:52:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 19:52:9	Warning!	RCS Partial Service;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 17:56:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 17:56:7	Warning!	RCS Partial Service;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 17:33:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:55:7	Warning!	RCS Partial Service;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:54:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:54:29	Warning!	RCS Partial Service;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:54:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:54:20	Warning!	RCS Partial Service;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 12:22:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 12:22:2	Warning!	RCS Partial Service;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 12:17:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 12:17:32	Warning!	RCS Partial Service;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 12:13:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 12:13:12	Warning!	RCS Partial Service;CM-MAC=MAC_ADDR_1;CMTS-MAC=MAC_ADDR_2;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Can you start from a clean sheet by doing 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. When its light, 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. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64

[Matthew_ML]

Hey tenaka30, thank you for reaching out and I am sorry to hear this.

I have just taken a look and I can see there is an area outage lasting until the 3rd Oct this is what will be causing your problems sorry. Cheers 

[tenaka30]

Hi Mathew_ML,

Thanks for letting me know (although only just actually seeing this as did not get notifications about replies).

I did check the status page and it did not mention any issues in my area at the time i checked.

That said what happened since my post was that I reset the modem and got near flawless service for a day (Sunday), then Monday/Tuesday (2nd/3rd) it was bad again which might be what you were referring to.

Since then it has been stable again with the odd non-typical blip so I'll keep an eye on it for now and post again it starts up again.

[Zach_R]

Hi @tenaka30,

Thank you for the update. I'm glad to hear that the services have now improved.

Please do let us know if there's anything more that we can help you with.

Thanks,