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Pgamblin's avatar
Pgamblin
Settling in
2 days ago

SYNC timeouts - Degrading service, 20-30 drops a day... HELP!

HI all, first post out of frustration sadly,

Any idea what is causing this below- i'm getting 20-30 drops a day trying to work ;( - i work from home full time and its becoming an issue with senior managers that service is very unreliable, cant seen to sustain a teams meeting for more than 30-40 mins!

Spoke to Virgin support earlier in the week, they ran a 24 hour monitor but heard nothing back... we are constantly getting outages, I've tried explaining to support on the phone its not just wifi but wired devices also experience a service outage  but the response was to try sell me a Wifi speed gaurantee - i sit 10 feet clear line of sight from the router - my Smart TV and Playstation that are wired also report loss of connectivity so can we get off the Wifi discussions already :)

Any ideas on the below or what i need to tell support to look into, they dont seem to review the logs or take my word there's a problem but clearly there is :(

[MOD EDIT: Image removed]

 

4 Replies

    • jbrennand's avatar
      jbrennand
      Very Insightful Person

      horrible stats but you re missing the 2 powerlevels tables.....so... 

      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.  Disconnect all the connections and reconnect to be sure.  Ensure there are no “unterminated cable loose ends.  Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc.  
      Also, 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

      Post up the full dataset again - – 2 tables in the Downstream tab, the 2 in the Upstream tab, &  the Network Logs pages.  Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click

      Also, If you haven’t already, set up a free, secure and “offlsite”  - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts.  It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”.  Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see.  On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
       https://www.thinkbroadband.com/broadband/monitoring/quality

       

    • Tudor's avatar
      Tudor
      Very Insightful Person

      If you copy and paste the board software will replace the MAC addresses with **********.