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Ashleigh_C
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Message 21 of 38
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Re: ethernet drop outs consistent & frequently

Thank you for updating us @badrobot91

 

I have checked everything on our side and no issues are showing, there are no outages and the Hub does appear to be in spec. 

 

Are you able to set up a BQM for us, leave this running for 48 hours and then share the link? This will give us a better idea of what is happening with the Hub. 

 

Can you also repost your logs for us? 

 

Thank you.

Ash_C
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badrobot91
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Message 22 of 38
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Re: ethernet drop outs consistent & frequently

https://www.thinkbroadband.com/broadband/monitoring/quality/share/699dafa79efb38b537510d07a52f84e6f2ccbf1b

i got one set up yesterday and i just check it and i definitely having some kind of issue  

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badrobot91
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Message 23 of 38
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Re: ethernet drop outs consistent & frequently

Network Log

Time Priority Description

12/01/2022 14:02:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 14:02:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 14:02:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 14:02:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:59:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:59:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:44:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:44:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:43:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:43:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:43:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:43:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:43:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:43:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:37:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:37:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:28:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:28:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:21:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:21:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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badrobot91
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Message 24 of 38
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Re: ethernet drop outs consistent & frequently

Downstream bonded channels

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

12030000005.537256 qam9
22110000005.437256 qam10
32190000005.438256 qam11
42270000005.337256 qam12
52350000005.338256 qam13
62430000004.938256 qam14
72510000004.537256 qam15
82590000003.738256 qam16
92670000003.937256 qam17
102750000004.837256 qam18
112830000005.138256 qam19
122910000005.137256 qam20
132990000005.538256 qam21
143070000005.138256 qam22
153150000005.538256 qam23
163230000005.438256 qam24
173310000005.138256 qam25
18339000000538256 qam26
19347000000538256 qam27
203550000005.138256 qam28
213630000005.138256 qam29
22371000000538256 qam30
23379000000538256 qam31
243870000004.538256 qam32



Downstream bonded channels

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

1Locked37.61959169107
2Locked37.61424960936
3Locked38.61367673711
4Locked37.61188582682
5Locked38.61097592634
6Locked38.61042184208
7Locked37.61050275832
8Locked38.61150165293
9Locked37.61176260200
10Locked37.61092560220
11Locked38.61059958030
12Locked37.31061349418
13Locked38.9949438323
14Locked38.6941132068
15Locked38.6977328970
16Locked38.61071122616
17Locked38.61121620113
18Locked38.61201517782
19Locked38.91279417222
20Locked38.61350318431
21Locked38.91447220530
22Locked38.61574021290
23Locked38.61726221372
24Locked38.61855420197

Upstream bonded channels

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

15370000040.5512064 qam2
26030016441512064 qam1
34619999039.8512064 qam3
43940006439512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0010
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badrobot91
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Message 25 of 38
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Re: ethernet drop outs consistent & frequently

@Ashleigh_C
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Adduxi
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Message 26 of 38
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Re: ethernet drop outs consistent & frequently

Terrible BQM and far, far too many PostRS errors.  There is a fault somewhere on your circuit .

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Ashleigh_C
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Message 27 of 38
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Re: ethernet drop outs consistent & frequently

Thank you so much for posting these and I am so sorry to see that this issue has continued. 

 

I'm going to send you a PM now so we can arrange for an engineer to come and take a closer look.

 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

 

Thank you.

Ash_C
Forum Team



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Ashleigh_C
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Message 28 of 38
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Re: ethernet drop outs consistent & frequently

Hi there @badrobot91

 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your issues with your Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

 

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 


Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

 

Thank you.

Ash_C
Forum Team



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Lee_R
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Message 29 of 38
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Re: ethernet drop outs consistent & frequently

Hi @badrobot91 thanks for getting back to us.

I am sorry your intermittent service issue is ongoing.  We have located your account, but I am going to send you a private message to confirm some details.

Regards


Lee_R

 

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badrobot91
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Message 30 of 38
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Re: ethernet drop outs consistent & frequently

Hi thanks for getting back to me, virgin media did something on "their side" and I believe it has improved my signal drastically  (there was nothing wrong with my equipment)  I also had an engineer come out and I explain what I put in this forum and he had no idea what I was on about with the BQM so I showed him, even though my signal the day before he arrived seemed fine throughout the day with only having 2 to 3  cut-outs (which was drastically better than normal) I asked him if he could put a power splitter/ 2 way Amp in to help the signal and power levels this I believe has also helped and as of yesterday I only had one cut out the whole day. I will leave the BQM going and keep eye on my signal from now on.

It's not perfect and has taken over a year but it is now manageable and it won't kick me out every single game I put on, maybe when they finally send out hub 5 it will further improve things (never got the hub 4).

p.s. i should really send a bill to VM because of all the stuff their engineers have told me to get in the past year .e.g. routers, dedicated ethernet cards, and cables can say i spend around £400 trying to fix an issue that wasn't even a problem on my side. 

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