Virgin Media Community

[Spitfire16]

Hi Virgin Media,

I've noticed the past few weeks a decline in the stability of my connection while gaming with my friends

Router has 2 Days uptime - I rebooted it to see if it would fix my issues , it hasn't , can you please look at my router stats which i have posted below, i draw your attention to the pre and post RS Errors , do these look normal?

I'm currently in self isolation so i'm unable to book an technician yet but if Virgin Advise a tech visit i will book one when Restrictions are relaxed

Many thanks for your assistance

Downstream bonded channels

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

1	330750000	3.9	40	256 qam	25
2	258750000	0.7	38	256 qam	16
3	266750000	1.2	38	256 qam	17
4	274750000	1.5	38	256 qam	18
5	282750000	2	38	256 qam	19
6	290750000	2.2	40	256 qam	20
7	298750000	2.7	38	256 qam	21
8	306750000	2.7	40	256 qam	22
9	314750000	3.4	40	256 qam	23
10	322750000	3.4	40	256 qam	24
11	370750000	4	40	256 qam	26
12	378750000	3.7	40	256 qam	27
13	386750000	3.7	40	256 qam	28
14	394750000	3.7	40	256 qam	29
15	402750000	3.5	40	256 qam	30
16	410750000	4	40	256 qam	31
17	418750000	3.7	40	256 qam	32
18	426750000	3.9	40	256 qam	33
19	434750000	4	40	256 qam	34
20	442750000	3.9	40	256 qam	35
21	450750000	4.1	40	256 qam	36
22	458750000	3.5	38	256 qam	37
23	466750000	3.9	40	256 qam	38
24	474750000	3.5	38	256 qam	39

Downstream bonded channels

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

1	Locked	40.3	319606	36060
2	Locked	38.6	252920	5805
3	Locked	38.9	246719	5573
4	Locked	38.9	238691	4563
5	Locked	38.9	237673	5188
6	Locked	40.3	228054	5077
7	Locked	38.9	319528	5566
8	Locked	40.9	247696	6247
9	Locked	40.9	230085	8944
10	Locked	40.9	327357	18693
11	Locked	40.3	282799	28098
12	Locked	40.3	289825	15944
13	Locked	40.3	257310	12015
14	Locked	40.3	295570	10664
15	Locked	40.3	300106	12875
16	Locked	40.3	367636	13550
17	Locked	40.3	293155	12440
18	Locked	40.3	306798	11946
19	Locked	40.3	287333	11109
20	Locked	40.9	241078	7899
21	Locked	40.3	239869	5904
22	Locked	38.9	242390	5084
23	Locked	40.3	189273	4522
24	Locked	38.9	229457	5587

Upstream bonded channels

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

1	53699988	3.975	5120	64 qam	5
2	25799996	3.825	5120	64 qam	4
3	32599986	3.825	5120	64 qam	3
4	39400007	3.825	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Spitfire16]

Network Log
Time Priority Description
05/05/2020 20:59:32 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 20:37:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 17:36:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 16:44:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 16:38:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 15:19:51 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 13:27:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 13:18:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 10:42:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 10:39:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 10:07:32 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 09:51:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 01:12:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 00:53:51 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 15:42:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 15:34:58 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 10:08:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 09:44:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 07:55:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 07:53:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Megan_L]

Hi Spitfire16,

Thanks for using the forums to get this issue looked into, I am sorry you've been having some issues with your connection.

I've had a look at your services and my system is saying your stats are in line with what they should be, but in order to really get a good idea would you be able to do a BMQ test here so we can see what your connection is doing over 24 hours.

Post the URL of the test in this thread so we can see whats going on 🙂

Thanks,

Megan_L

[Spitfire16]

Hi Megan,

Linked a few graphs below for you to look at , things i predict have gone downhill since the nationwide outage which happened last week ?

Today's Graph/Live

https://www.thinkbroadband.com/broadband/monitoring/quality/share/001f2981793d84d0076821081f6952ee8b67be5a

 6/05

https://www.thinkbroadband.com/broadband/monitoring/quality/share/067ee40e20437a56950c63c82a03545eb783ab75-06-05-2020

 05/05

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d3be840862bcc63b0ccd37292d6a46c63a6d852c-05-05-2020

04/05

https://www.thinkbroadband.com/broadband/monitoring/quality/share/52f223dcb22efb2bd6bbbdb733d9f68325d4af17-04-05-2020

 03/05

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fef39ddf7475ebc2fbddd30ce1ea71ab18f88b6c-03-05-2020 

19/03 - This Graph is from March no major lag spikes or Packet loss from this Graph , something has changed 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c52b5bdafb6d5b536fbc7d4baf61d89083f46348-19-03-2020

[Tom_F]

Hi Spitfire16, thanks for getting back to us. I've taken another look - it's been longer than ideal since a reboot was done, so can you please give that a try and get back to us if this continues?

Tom

[Spitfire16]

Hi Tom,

The Router was rebooted 4 days ago by myself , is this classed as longer than ideal? 

EDIT - Router has been rebooted 8:08PM

[Alex_RM]

Hi Spitfire16,

The system has identified that you have device(s) that are 5GHz WiFi compatible but are, or have been, connecting to the less capable 2.4GHz WiFi network.

5GHz WiFi will typically provide faster speeds, but it does not reach as far as 2.4GHz WiFi.

Devices are supposed to switch back and forth between the 2 WiFi networks to ensure the best possible connection at all times, however this often doesn’t happen.

A simple way of ensuring you are connected to the best WiFi signal is to turn off WiFi on the impacted device and then turn it back on, particularly if you’ve just moved location in your home.

This will encourage the device to connect to the best WiFi network.

Can you let me know if you've tried this.

Alex_Rm