Virgin Media Community

[Kirston26]

Over the past couple of weeks i've been getting massive ping spikes which cause me to disconnect in gaming, and VoIP. Was wondering if anyone could help me fix these issues.

This happens no matter if the SH3 is in router mode, or modem mode. It's currently in Router mode with WI-FI disabled, plugged in to a Netgear S8000 Switch (Handles QoS) And a Tenda AC10U AP (WI-FI Devices)  

Images Linked in Gyazo. (Downstream 1) https://gyazo.com/0ba8637459de555db1e0a3ef503a9397

(Downstream 2)https://gyazo.com/9fa8238e29df55c6d898c05f1ba288ac  (Upstream) https://gyazo.com/f724bf511a80bf91f52976c436a8f624

Network Log

2018-11-27 21:44:02.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-27 21:44:02.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-27 21:44:03.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-27 21:44:03.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-28 10:36:49.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-28 19:46:32.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-28 19:46:32.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-28 19:46:32.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-28 19:46:34.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-28 22:06:45.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-28 22:06:45.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-28 22:06:45.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-28 22:06:48.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-28 22:06:49.00	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-29 01:09:28.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-29 01:09:28.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-29 01:09:28.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-29 01:09:28.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-29 01:09:31.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-29 01:09:33.00	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Emma_E]

Hi Kirston26,

 Thanks for getting in touch. I am sorry to see you have had trouble with your connection.

I have taken a look and things seem to be ok from this side. It may help to try the following so we can rule some things out:

Pop the hub into Modem Mode with the computer in Safe Mode with Networking at different times of the day.

Try on separate devices.

Check Ethernet cable. Make sure it is new / up to date. (Cat 5e or above).

Make sure device is capable of agreed speed.

Check wireless card slide.

Take care.

 Emma

[Kippies]

Chuck up a BQM so we can see the ping spikes.

[Kirston26]

Hi Emma, 

I've tried all of these fixes. Nothing changes. 

Thanks. 

Kirston. 

[Kippies]

---

@Kirston26 wrote:

Hi Emma, 

I've tried all of these fixes. Nothing changes. 

Thanks. 

Kirston. 

---

---

@Kippies wrote:

Chuck up a BQM so we can see the ping spikes.

---

 

[Kirston26]

Hi Kippies, 

I've just set up a BQM. I'll post one tomorrow. 

Thanks. 

Kirston.

[Kirston26]

Hi @Kippies,

The first red section is where i needed to reboot my Modem, and router. Here's what my BQM is looking like currently. https://www.thinkbroadband.com/broadband/monitoring/quality/share/4c841bcc7861d80a4c731fb720f5d236b6...

[Kippies]

Yeah thats not great TBF.

@Emma_Ecan you get a look again at the network logs? "RCS Partial service" is showing up so at a guess theres an impairment, likely on upstream.

[Kirston26]

@Kippies I figured as much.. Here's my BQM now.  https://www.thinkbroadband.com/broadband/monitoring/quality/share/3b4dc69ddf3804a82f290228bd01db8b9d...

Time Priority Description

2018-12-06 23:47:06.00	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 00:13:55.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 00:13:55.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 00:13:56.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 00:47:12.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 00:47:12.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 00:47:17.00	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 01:50:38.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 01:50:38.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 01:50:38.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 01:50:41.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 01:50:43.00	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:37.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 09:07:48.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 09:07:48.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 09:07:49.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 09:07:50.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 09:07:50.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 09:07:50.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-07 09:07:53.00	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Kirston26]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3b4dc69ddf3804a82f290228bd01db8b9d...