Multiple packet loss and disconnections from playstation

[Dapman]

 

Hi, 

As I've seen from many similar posts I'm getting ridiculous packet loss throughout the day. I've attached a photo showing my data and I wasn't at home between 8am and 3.30pm. Not only is it a problem for leisure my job involves many video calls which I'm constantly disconnecting from. This problem is seriously bothering my work and leisure. Please look into this. I've reset everything my end. I'm quite competent when it comes to network set ups. As for hardware nothing has changed since I joined virgin media last year. 

 

[Dapman]

Upstream Complete:

Upstream bonded channels

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

1	39400000	44.5	5120	64 qam	2
2	46200000	45	5120	64 qam	1
3	25800000	43	5120	64 qam	4
4	32600000	43.8	5120	64 qam	3

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

[Dapman]

Network Log

Time Priority Description

09/06/2021 15:36:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 15:36:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 15:36:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 15:36:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 14:52:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 14:52:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 14:41:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 14:41:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 14:31:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 14:31:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 14:17:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 14:17:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 13:41:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 13:41:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 13:40:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 13:40:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 13:40:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 13:40:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 13:40:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 13:40:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

Network log is stuffed full of unwelcome nasties, and unsurprisingly the downstream has a high post-RS (uncorrected) error count.  I'll mark this for forum stfaf to advise - there's something wrong with your cable connection between the hub and VM's network gear.

[Hayley_S]

Hello @Dapman.

I am sorry for the issues that you are having at the moment. Thank you for posting on here.

I have located your account and I can see that there is an area issue causing your current issues. ''BEXL-CMTS-09 BEXL-CMTS-09-CABLE-MAC158 BEXL-CMTS-0 - Status report || Your Virgin TV, Virgin Fibre and Virgin Phone might not be working at the moment.''

We have an estimated fixture time for 3pm today but this is subject to change, If you need updates let us know and we can check for you.

Many thanks,

[Dapman]

No good I'm afraid. I've copied in a link to my live data. Still pretty much the same. I'm now starting to take issue with paying for a service which I am not receiving. Please prioritise this.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0e4655bd82ce62c769107b2bf9e821eb317f35f6

[Zak_M]

Thank you for coming back to us @Dapman 

The fault from yesterday has been resolved.  Are you able to preform a pinhole reset? 

Kind regards,

Zak_M

[Dapman]

I've done that, and the problem, as I said this morning, is still there. It's been going on for a couple of weeks so whatever the engineer did hasn't changed anything. If you look at the graph I linked above you can see when I reset the router and then the problem persisting afterwards. Please look into this more.

[Zoie_P]

HI Dapman, 

thanks for your reply,

I have checked your graph and it doesn't look good, I can see you have performed a reboot and checked your power levels and they all look fine, how has it been since your reboot?

Zoie

[Dapman]

Still the same. When it works its great but its completely unreliable. I have to keep apologising for dropping out of video calls and the rejoining. 

[Zoie_P]

Are you able to connect any of your devices via ethernet? I can see most of your devices are on one channel

Zoie