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Kirston26
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Unreliable Connection.

Hello, i've been having very insufficient connection for the past 3-4 months.. This is getting beyond a joke. Surely if the service is unstable and unreliable there would be a way out of the contract as i would have thought this is a breach of contract. I've had Customer Service tell me that they can't find any issues on their end, which is absolutely false, i've also had a technician out to try and rectify the issue but still no avail. 


https://www.thinkbroadband.com/broadband/monitoring/quality/share/c804dc4c9a06d6bc22917916bc591e0484...

Downstream bonded channels

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

13307500005.538256 qam25
22027500005.338256 qam9
3210750000638256 qam10
42187500006.338256 qam11
5226750000638256 qam12
62347500005.338256 qam13
72427500005.138256 qam14
82507500005.838256 qam15
92587500005.938256 qam16
10266750000639256 qam17
112747500005.940256 qam18
122827500005.638256 qam19
132907500005.940256 qam20
14298750000638256 qam21
153067500005.540256 qam22
163147500005.338256 qam23
173227500005.438256 qam24
183387500005.538256 qam26
19346750000538256 qam27
203547500005.138256 qam28
213627500004.638256 qam29
223707500004.138256 qam30
23378750000538256 qam31
243867500005.540256 qam32



Downstream bonded channels

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

1Locked38.9190114456
2Locked38.6309219785
3Locked38.9331117624
4Locked38.9252018708
5Locked38.6245916854
6Locked38.6270320789
7Locked38.6265919776
8Locked38.9228513495
9Locked38.9178112554
10Locked39.8178019405
11Locked40.3201121779
12Locked38.9198322507
13Locked40.3176521907
14Locked38.9163022221
15Locked40.3170422773
16Locked38.6182423712
17Locked38.9206724192
18Locked38.9181421438
19Locked38.9160121015
20Locked38.6142220169
21Locked38.9173621988
22Locked38.9182622792
23Locked38.9165722783
24Locked40.3139421988

 

Upstream bonded channels

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

13260000043.8512064 qam11
24620000045.3512064 qam9
33940000043.5512064 qam10
42580000044.5512064 qam12

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

------------------------------------------


My Broadband Ping - Virgin Media Modem Mode
Kirston26
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Re: Unreliable Connection.

Network Log

Time Priority Description

07/04/2021 16:59:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:59:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:59:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:59:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:55:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:55:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:51:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:51:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:48:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:48:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:48:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:48:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:36:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:36:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:28:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:28:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:12:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:12:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:06:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:06:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

------------------------------------------


My Broadband Ping - Virgin Media Modem Mode
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Z92
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Re: Unreliable Connection.

Your logs seem to indicate noise in the BB circuit, but your stats don't include any timeouts which you would expect with that amount of noise.

So I'm wondering when your hub was last rebooted, and if you could reboot it and then post back after it's dropped the connection again so we can have a better view.

 

Kirston26
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Re: Unreliable Connection.

It was rebooted less than 5 hours prior to posing the stats. 

I've rebooted the router, these are my stats now. 

Downstream bonded channels

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

11387500003.537256 qam1
21467500002.737256 qam2
31547500003.437256 qam3
4162750000337256 qam4
51707500003.238256 qam5
61787500002.737256 qam6
71867500004.638256 qam7
8194750000438256 qam8
92027500004.438256 qam9
102107500005.138256 qam10
112187500005.338256 qam11
122267500005.138256 qam12
132347500004.438256 qam13
142427500004.438256 qam14
15250750000538256 qam15
16258750000538256 qam16
17266750000538256 qam17
182747500004.838256 qam18
192827500004.538256 qam19
202907500004.938256 qam20
212987500005.138256 qam21
223067500004.838256 qam22
233147500004.138256 qam23
243227500004.438256 qam24


Downstream bonded channels

 

 

Upstream bonded channels

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

13260000043.8512064 qam11
24620000045.3512064 qam9
33940000043.8512064 qam10
42580000044.8512064 qam12


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

------------------------------------------


My Broadband Ping - Virgin Media Modem Mode
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Kirston26
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Re: Unreliable Connection.

I've noticed between the hours of 7am and 10pm is when it has frequent disconnects. I had a Technician out that apparently rectified the noise and did some stuff at the local cab.

Here are my logs since you asked to reboot. 

Network Log

Time Priority Description

08/04/2021 11:47:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:47:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:37:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:37:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:35:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:35:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:23:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:23:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:13:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:13:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 10:59:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 10:59:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:45:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:45:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:25:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:25:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:24:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:24:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:15:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:15:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
------------------------------------------


My Broadband Ping - Virgin Media Modem Mode
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Kath_F
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Message 6 of 118
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Re: Unreliable Connection.

Hi Kirston26, 

Thanks for your post and apologies to hear you are having continued issues with your broadband. 

Taking a look at the hub itself, all is fine. Power levels are good, as are signal levels and there are no timeouts recorded. 

There are no open network faults affecting you but on closer inspection of the cables, I can see one is producing a lot of noise. I have referred this over to our networks team for them to double check things. For now, all we can do is wait on a reply from them.

Once I have any news I will be in touch. 

Thanks,

 

Kath_F
Forum Team




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Kirston26
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Re: Unreliable Connection.

Thank you, 

Kath. 

This issue has gotten to the point where i'm considering getting a line installed from the likes of Openreach due to reliability. Please keep me up to date with any news you find out, because this issue has been going on long enough now. 

 

------------------------------------------


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Kirston26
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Re: Unreliable Connection.

Hi @ 

Is there any news on this situation? I still have the same occurring issues with broadband and seems like no one can tell me what the fault is. 

------------------------------------------


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Corey_C
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Message 9 of 118
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Re: Unreliable Connection.

Hi Kirston26,

 

Was the engineer unable to sort? That was the last update, to send an engineer. 

 

Thanks,

Corey C

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Kirston26
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Re: Unreliable Connection.

Hi @Corey_C,

The technician that came was booked in order to fixed power levels of the upstream which wasn't necessary as I simply removed the attenuator, but yes I still have the same issue with intermittent connection as you can see from my live graph. 

------------------------------------------


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