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BlueSky4's avatar
BlueSky4
Joining in
4 months ago

My Internet is disconnecting intermittently even with ethernet cable

I have tried the following fixes:

1. Factory reset the router
2. Bought an ethernet cable to directly plugged my PC to rule out WIFI being the problem.

I checked the network log, and every day I have reports of the following nature that seem to correlate with the disconnections (see table 1 below).

Can anyone tell me what I must do? I recently spoke with Virgin on the phone and they were telling me its possibly because I'm on the m125 package and I could be 'using too much internet', but its disconnecting when the internet is not even been used. Additionally, I've had virgin for over a year and this disconnecting issue only started this past month. It's unbearable as my partner works from home and it can drop out every 10 mins sometimes.

table 1 (Router Status - Network Log)

Router status

22/01/2025 19:56:52    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:55:38    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:43:37    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:43:37    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:43:16    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:41:47    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:22:27    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:22:4    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:18:57    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:18:38    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:09:33    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:08:27    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:02:7    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 19:00:15    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 18:57:34    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 18:57:34    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 18:36:30    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 18:36:30    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 18:21:28    Warning!    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2025 18:21:0    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

broadand
constantly
disconect
Ethernet

1 Reply

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  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    4 months ago

    Hi BlueSky4 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear these concerns about your broadband connection. The connection reaching your hub looks good, no disconnections registering, but there are a few issues showing at the local cabinet which the field team would need to investigate to offer further support. I'd also like to investigate further if you are having any Wi-Fi coverage issues which may also be affecting your performance. 

    I will send you a PM to confirm a few details, run some additional testing and help get an appointment arranged. You can find this in your Inbox ✉ in the top right corner of the page. We can then return to this public thread with another update when possible. 

    Thanks for your patience in the meantime! 🌞