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Persistent Internet Problems :(

Hello Community!

I've now reached the point of a cry for help! The pandemic without a stable internet connection is certainly not enjoyable, our connection just cuts out repeatedly throughout the day.

Looking at similar posts I suspect we will need an engineer! I have posted the latest entries from our network log below. 

Any help greatly appreciated!

Time Priority Description

25/05/2020 10:22:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 10:22:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 10:22:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 10:22:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 10:22:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 10:22:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 10:22:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Persistent Internet Problems :(

Downstream Info...

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

1442750000-12.537256 qam30
2186750000-5.738256 qam7
3194750000-5.740256 qam8
4202750000-6.538256 qam9
5210750000-8.238256 qam10
6218750000-9.433256 qam11
7226750000-9.235256 qam12
8234750000-8.538256 qam13
9242750000-8.438256 qam14
10250750000-7.938256 qam15
11258750000-8.238256 qam16
12266750000-9.238256 qam17
13274750000-1038256 qam18
14282750000-9.238256 qam19
15290750000-8.538256 qam20
16298750000-7.738256 qam21
17306750000-7.738256 qam22
18314750000-8.438256 qam23
19322750000-938256 qam24
20402750000-10.537256 qam25
21410750000-10.237256 qam26
22418750000-10.737256 qam27
23426750000-11.537256 qam28
24434750000-1237256 qam29

 

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

1Locked37.6140
2Locked38.912249
3Locked40.350
4Locked38.950
5Locked38.900
6Locked33111260
7Locked35.540
8Locked38.650
9Locked38.660
10Locked38.950
11Locked38.640
12Locked38.670
13Locked38.600
14Locked38.6140
15Locked38.640
16Locked38.9100
17Locked38.640
18Locked38.660
19Locked38.950
20Locked37.660
21Locked37.650
22Locked37.370
23Locked37.360
24Locked37.360
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Re: Persistent Internet Problems :(

Upstream Info..

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

1602999915.1512064 qam1
2393999815.1512064 qam4
3462000265.1512064 qam3
4537000215.1512064 qam2

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Alessandro Volta
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Re: Persistent Internet Problems :(

Your downstream levels are too low and the upstream levels are too high.

Unless there’s an area issue or fault you’ll need an engineer visit to resolve 


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Message 5 of 6
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Re: Persistent Internet Problems :(

Thanks Gary, appreciate your quick response.

I've checked the service status page a few times for our location (southampton) and not seen any issues so I guess we need an engineer. Any idea how we can get an engineer visit? I've tried over the phone previously to no avail so hopefully someone from Virgin will see this post!

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Re: Persistent Internet Problems :(

A technician is coming Tuesday! Thanks all!

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