Forum Discussion

Bountybear72's avatar
Bountybear72
Joining in
9 months ago
Solved

Constant drop outs and total packet loss

Hi all, 

been with VM for nearly 2 years and this issue only began recently,  Basically total loss of connection (wired and wireless) frequently occurring, you can see this in basic ping test run in windows CMD. i have a VM hub 3.0

I have engineer coming tomorrow but just wanted some advice that what i am seeing is not correct. below are my UPSTREAM, DOWNSTREAM and NETWORK logs and also my thinkbroadband monitor graphs. I should also point out i am in Modem mode and using a ASUS router. I have several ASUS routers and changing the router or actual VM Hub 3.0 as router makes no difference to the issue

DOWNSTREAM

Downstream bonded channels

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

12030000008.337256 qam9
22110000008.337256 qam10
3219000000837256 qam11
4227000000837256 qam12
52350000007.537256 qam13
62430000007.537256 qam14
7251000000737256 qam15
82590000006.837256 qam16
92670000006.437256 qam17
10275000000638256 qam18
112830000005.538256 qam19
122910000005.537256 qam20
132990000005.337256 qam21
143070000005.438256 qam22
15315000000637256 qam23
163230000006.637256 qam24
173310000006.637256 qam25
183390000007.337256 qam26
193470000007.537256 qam27
203550000007.837256 qam28
213630000007.637256 qam29
223710000007.837256 qam30
233790000007.637256 qam31
243870000007.537256 qam32



Downstream bonded channels

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

1Locked37.612223135404
2Locked37.612637136448
3Locked37.612736132656
4Locked37.613005131739
5Locked37.612955133431
6Locked37.613187133853
7Locked37.613344132979
8Locked37.613195134177
9Locked37.613664135185
10Locked38.613422132938
11Locked38.613909134385
12Locked37.614457132274
13Locked37.614699132731
14Locked38.614374133450
15Locked37.614830132848
16Locked37.615234132379
17Locked37.615063131479
18Locked37.616230131842
19Locked37.615974129145
20Locked37.615589131019
21Locked37.616018130543
22Locked37.616452129070
23Locked37.316730129153
24Locked37.616613127987

UPSTREAM

Upstream bonded channels

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

16030000028.8512064 qam1
22360000029.5512064 qam6
33260000029.3512064 qam5
44620000027.8512064 qam3
55370000028.5512064 qam2
63940000028.8512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000
6ATDMA0000

 

  • Anonymous's avatar
    Anonymous
    9 months ago

    The network log by itself is not great, if you see that all the time without touching the coax. It looks like you are on RFoG (fiber to the home), so you have an R-ONU in front of the modem... Two places where the connection can go bad.

  • Bountybear72's avatar
    Bountybear72
    Joining in
    9 months ago

    NETWORK logs

    Network Log

    Time Priority Description

    26/05/2024 10:12:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 10:10:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 10:10:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 10:07:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 10:07:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:58:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:58:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:55:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:55:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:54:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:53:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:47:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:46:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:34:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:33:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:19:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 09:17:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 08:47:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 08:47:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 07:53:40Warning!

    RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

     

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 months ago

    Upstream power is too low, should be above 34.  Also a lot of PostRS errors, there should be ideally zero.  Possibly a fault in the area?

    • Bountybear72's avatar
      Bountybear72
      Joining in
      9 months ago

      those online tests only last a short span of time, and the fault is not always occurring as you will see from my think broadband graph. My own Ping test  run in CMD will show no packet loss for a while but eventually they will loose connection.
      This is seriously affecting streaming services and video calls

       

       

  • Anonymous's avatar
    Anonymous
    9 months ago

    The network log by itself is not great, if you see that all the time without touching the coax. It looks like you are on RFoG (fiber to the home), so you have an R-ONU in front of the modem... Two places where the connection can go bad.

    • Bountybear72's avatar
      Bountybear72
      Joining in
      9 months ago

      many thnx. hopefully the service engineer can diagnose and fix tomorrow. 

      • edwar368's avatar
        edwar368
        Tuning in
        9 months ago

        Did you have any luck with the engineer?  I am a new user joined today and just posted a few problems, one of which is very much the same as this one (though not as well documented as yours 😀 )

  • Bountybear72's avatar
    Bountybear72
    Joining in
    9 months ago

    Hi all, The engineer (great guy really helpful) swapped out our hub 3 to a hub 5 and while things have improved (drop outs not as frequent) they are still happening and this is not acceptable for the service we are paying for. 

    I have tried the Hub 5 in router mode and Modem Mode and in router mode the problem is slightly better but still not acceptable, 

    I am tempted to think of saying unless this fault is resolved i want my contract cancelled and i will go to an openreach provider.  i am calling up again monday. Any Virgin company reps here i would really like to hear from you. 

    my latest think broadband graph. 

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000007.839QAM 25625
    21470000008.239QAM 2562
    31550000008.338QAM 2563
    41630000009.538QAM 2564
    51710000009.638QAM 2565
    61790000009.838QAM 2566
    7187000000100QAM 2567
    8195000000938QAM 2568
    92030000009.138QAM 2569
    102110000009.537QAM 25610
    112190000009.538QAM 25611
    122270000009.339QAM 25612
    132350000009.338QAM 25613
    142430000009.138QAM 25614
    152510000008.839QAM 25615
    162590000008.739QAM 25616
    172670000008.637QAM 25617
    182750000008.439QAM 25618
    192830000008.338QAM 25619
    202910000008.238QAM 25620
    212990000008.138QAM 25621
    22307000000839QAM 25622
    233150000007.838QAM 25623
    243230000007.938QAM 25624
    25339000000839QAM 25626
    263470000008.338QAM 25627
    273550000008.238QAM 25628
    283630000008.339QAM 25629
    293710000008.439QAM 25630
    303790000008.338QAM 25631
    313870000008.238QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked392991128
    2Locked39110606
    3Locked3880526
    4Locked38125694
    5Locked38178831
    6Locked38154909
    7Locked0132692
    8Locked38132518
    9Locked3874441
    10Locked37105322
    11Locked38138669
    12Locked3970226
    13Locked38108529
    14Locked38116675
    15Locked3970229
    16Locked3946150
    17Locked372741
    18Locked3998321
    19Locked3885231
    20Locked38159449
    21Locked3886334
    22Locked39138423
    23Locked3868111
    24Locked3872151
    25Locked397665
    26Locked385020
    27Locked38124263
    28Locked39156291
    29Locked398965
    30Locked388365
    31Locked385524

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked4211.12135672982

     

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    06030000029.85120QAM 641
    15370000029.55120QAM 642
    24620000029.55120QAM 643
    33940000029.85120QAM 644
    43260000030.35120QAM 645
    52360000030.85120QAM 646

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0010
    5ATDMA0000
    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      9 months ago

      Hey Bountybear72, thank you for reaching out and I am sorry to hear this.

      We understand this is frustrating the connection is never going to be prefect we would expect the odd drop out.

      However let me send you a DM and we can take a look.