Hi, for the last month or so I've been having constant disconnects from the internet and it's gotten unbearable. I've tested without my router in modem mode, with my superhub (using only the superhub), contacted support by phone who sent me a wifi extender (which did absolutely nothing).Really getting frustrated by it now. Just this last hour I've had 4 disconnects on my whole internet. (Both ethernet and wi-fi). The two arrows on the superhub 3 are constantly blinking green when it disconnects.Here's some data to help me with the problem.Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID1235000000-1733256 qam132243000000-16.833256 qam143251000000-1733256 qam154259000000-1733256 qam165267000000-1733256 qam176275000000-17.333256 qam187283000000-1733256 qam198291000000-17.333256 qam209299000000-1733256 qam2110307000000-1733256 qam2211315000000-16.833256 qam2312323000000-16.433256 qam2413331000000-16.533256 qam2514339000000-16.532256 qam2615347000000-16.533256 qam2716355000000-1633256 qam2817363000000-1633256 qam2918371000000-1633256 qam3019379000000-15.933256 qam3120387000000-15.834256 qam3221395000000-15.234256 qam3322403000000-15.534256 qam3423411000000-15.533256 qam3524419000000-15.534256 qam36Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors1Locked33.3227186120727422Locked33.4250310717573823Locked33.4260988616648194Locked33.3276562115262955Locked33.3285045113701736Locked33.3283174713701877Locked33.3269993314639488Locked33245911817933499Locked332249358204804410Locked33.32216726200559211Locked33.42533886157815612Locked33.82825987116061513Locked33.42980673101284714Locked32.9324062567789615Locked33.3327239548749016Locked33.8329304334286017Locked33.9326227833329118Locked33.8317382548577119Locked33.9303185165727320Locked34.4296852572656021Locked34.9307617954326022Locked34.3315583943524723Locked33.9321756634847924Locked34.33228036239051

Hi ajsuenb 👋.Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have been having with your internet, could you please give us an updated report of the diagnostics you took, please ensure that any third party Hubs are removed and that the Virgin Media Hub is in router mode and not modem mode for accuracy of the results. ThanksSabinra

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID14310000055.3512064 qam6Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts1ATDMA0050 Network LogTime Priority Description16/01/2024 00:13:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:12:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:12:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:12:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:11:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:10:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:06:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:06:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:04:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:03:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:02:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:02:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:00:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:00:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:00:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2024 00:00:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/01/2024 23:59:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/01/2024 23:57:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/01/2024 23:57:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/01/2024 23:57:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4240856b66f2e2635b98f83ec879691612ba0e53 Should also be noted that I have done absolutely everything the support asked me to do, checked wires secure, removed from eletrical inteference etc. to no avail.

Hi, thanks for the reply.Last 2 hours has been extremely annoying, haven't been able to play any of my online games because the lag keeps constantly spiking.Here's an updated status.Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID1235000000-2.740256 qam132243000000-2.740256 qam143251000000-2.940256 qam154259000000-340256 qam165267000000-340256 qam176275000000-3.440256 qam187283000000-3.240256 qam198291000000-3.540256 qam209299000000-3.540256 qam2110307000000-3.540256 qam2211315000000-3.740256 qam2312323000000-3.540256 qam2413331000000-3.740256 qam2514339000000-3.740256 qam2615347000000-3.940256 qam2716355000000-3.740256 qam2817363000000-3.740256 qam2918371000000-3.740256 qam3019379000000-3.540256 qam3120387000000-3.740256 qam3221395000000-3.540256 qam3322403000000-3.740256 qam3423411000000-3.540256 qam3524419000000-3.740256 qam36

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID14310000041.5512064 qam623660016241.5512064 qam733010000041.3512064 qam842360010840.8512064 qam1154960000042.3512064 qam5Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts1ATDMA00302ATDMA00003ATDMA00104ATDMA00205ATDMA0040

Constant drop outs | Virgin Media Community

ajsuenb

Joining in

2 years ago

Upstream bonded channels

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

43100000

55.3

5120

64 qam

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

ATDMA

Network Log

Time Priority Description

16/01/2024 00:13:5	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:12:37	notice	LAN login Success;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:12:16	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:12:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:11:4	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:10:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:06:53	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:06:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:04:38	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:03:26	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:02:39	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:02:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:00:46	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:00:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:00:6	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
16/01/2024 00:00:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
15/01/2024 23:59:3	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
15/01/2024 23:57:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
15/01/2024 23:57:6	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
15/01/2024 23:57:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

ajsuenb
Joining in
2 years ago
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4240856b66f2e2635b98f83ec879691612ba0e53
Should also be noted that I have done absolutely everything the support asked me to do, checked wires secure, removed from eletrical inteference etc. to no avail.
- Sabrina_B
  Forum Team
  2 years ago
  Hi ajsuenb 👋.
  
  Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have been having with your internet, could you please give us an updated report of the diagnostics you took, please ensure that any third party Hubs are removed and that the Virgin Media Hub is in router mode and not modem mode for accuracy of the results.
  
  Thanks
  
  Sabinra

ajsuenb

Joining in

2 years ago

Upstream bonded channels

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

1	43100000	41.5	5120	64 qam	6
2	36600162	41.5	5120	64 qam	7
3	30100000	41.3	5120	64 qam	8
4	23600108	40.8	5120	64 qam	11
5	49600000	42.3	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	3
2	ATDMA	0
3	ATDMA	1
4	ATDMA	2
5	ATDMA	4

ajsuenb

Joining in

2 years ago

Network Log

Time Priority Description

18/01/2024 16:57:28	notice	LAN login Success;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 16:43:41	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 16:43:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:57:32	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:18:5	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:10:14	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:09:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:08:4	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:05:25	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:03:4	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 15:02:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:55:5	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:54:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:53:16	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:50:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:49:55	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:48:24	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:47:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:45:46	Warning!	RCS Partial Service;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 14:45:26	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

Arissa_H
Forum Team
2 years ago
Hi Ajsuenb 👋🏼.

Thank you for posting and welcoming you back onto the community forum 😊.

Sorry to see you have had issues with your connection and it keeps disconnecting ☹.

How are your services now since you last spoken to us?

Let us know and if you are still experiencing issues, please let us know.

ajsuenb

Joining in

2 years ago

Another annoying day, constant lag spikes, my internet disconnected again the last 20 minutes. Really getting sick of it.

ajsuenb

Joining in

2 years ago

More lag today too, last 45 minutes have been awful.

https://www.thinkbroadband.com/broadband/monitoring/quality/view/1c16a045212cad6e7fe9712001566658398090c7

Updated graph.

Current error on Superhub showing "(Partial Service (DS only").

ajsuenb

Joining in

2 years ago

And an updated network log.

Downstream bonded channels

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

1	227000000	-11.2	37	256 qam	12
2	219000000	-11	37	256 qam	11
3	235000000	-11.4	37	256 qam	13
4	243000000	-11.2	37	256 qam	14
5	251000000	-11.5	37	256 qam	15
6	259000000	-11.5	37	256 qam	16
7	267000000	-11.7	37	256 qam	17
8	275000000	-12	37	256 qam	18
9	283000000	-11.9	37	256 qam	19
10	291000000	-12.2	36	256 qam	20
11	299000000	-12	36	256 qam	21
12	307000000	-12.2	36	256 qam	22
13	315000000	-12.2	36	256 qam	23
14	323000000	-11.7	37	256 qam	24
15	331000000	-12	36	256 qam	25
16	339000000	-12	36	256 qam	26
17	347000000	-12.2	36	256 qam	27
18	355000000	-12	36	256 qam	28
19	363000000	-12	36	256 qam	29
20	371000000	-12	36	256 qam	30
21	379000000	-12	36	256 qam	31
22	387000000	-12	37	256 qam	32
23	395000000	-11.5	37	256 qam	33
24	403000000	-11.9	37	256 qam	34

Downstream bonded channels

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

1	Locked	37.3	768052	1422006
2	Locked	37.6	746365	1528930
3	Locked	37.6	778344	1400590
4	Locked	37.3	773816	1533833
5	Locked	37.6	761175	1618792
6	Locked	37.3	752608	1490449
7	Locked	37.6	763041	1437693
8	Locked	37.3	781196	1365567
9	Locked	37.3	787473	1358500
10	Locked	36.6	784177	1394056
11	Locked	36.6	780598	1383389
12	Locked	36.6	794210	1363563
13	Locked	36.3	808600	1300263
14	Locked	37.6	798017	1296843
15	Locked	36.6	793334	1322750
16	Locked	36.3	786840	1331692
17	Locked	36.3	812776	1309348
18	Locked	36.6	841084	1227452
19	Locked	36.6	848688	1180031
20	Locked	36.6	850818	1165259
21	Locked	36.6	854676	1173531
22	Locked	37	855515	1186589
23	Locked	37.3	854502	1149364
24	Locked	37.3	853965	1143377

jpeg1
Alessandro Volta
2 years ago
Downstream signal levels are way too low, almost disconnected.
Check that your coax connections are all tight. If that doesn't help you'll need a technician visit to investigate.
- ajsuenb
  Joining in
  2 years ago
  Hi, appreciate the reply.
  Sadly, I already tightened the coax up as much as possible. Maybe the cable is damaged.
jpeg1
Alessandro Volta
2 years ago
Looking again at your figures, I don't think it's a coax problem because the upstream levels have not dropped the same.
You need to insist on a technician to sort this.
- ajsuenb
  Joining in
  2 years ago
  Appreciate the help.
  Dunno how to get through so I can get a technician, feels like when I use the automated service I get put in a loop. Already contacted them once and they sent me a wifi extender which did nothing.
  Is there any Virgin Media support that can help me get a technician booked?
  Thanks.
jpeg1
Alessandro Volta
2 years ago
Hopefully a VM person will pick this up, look at those levels and book you a visit. You might like to show the figures to the technician, as they are often not told why they have been called.
- ajsuenb
  Joining in
  2 years ago
  Thanks for the help, hopefully someone from VM helps me book a technician
  - Beth_G
    Forum Team
    2 years ago
    Hi ajsuenb,
    
    Thanks for getting in touch. Sorry to hear of the broadband issues you've been experiencing.
    
    I'll drop you over a private message so I can arrange for an engineer to take a look 😊
    
    Thanks,

Forum Discussion

Constant drop outs

Downstream bonded channels

Downstream bonded channels

Upstream bonded channels

Upstream bonded channels

Network Log

Upstream bonded channels

Upstream bonded channels

Network Log

Downstream bonded channels

Downstream bonded channels

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1	Locked	33.3	2271861	2072742
2	Locked	33.4	2503107	1757382
3	Locked	33.4	2609886	1664819
4	Locked	33.3	2765621	1526295
5	Locked	33.3	2850451	1370173
6	Locked	33.3	2831747	1370187
7	Locked	33.3	2699933	1463948
8	Locked	33	2459118	1793349
9	Locked	33	2249358	2048044
10	Locked	33.3	2216726	2005592
11	Locked	33.4	2533886	1578156
12	Locked	33.8	2825987	1160615
13	Locked	33.4	2980673	1012847
14	Locked	32.9	3240625	677896
15	Locked	33.3	3272395	487490
16	Locked	33.8	3293043	342860
17	Locked	33.9	3262278	333291
18	Locked	33.8	3173825	485771
19	Locked	33.9	3031851	657273
20	Locked	34.4	2968525	726560
21	Locked	34.9	3076179	543260
22	Locked	34.3	3155839	435247
23	Locked	33.9	3217566	348479
24	Locked	34.3	3228036	239051