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DDMuhrcu
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Message 1 of 33
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1000s of pre and post RS errors | multiple synchronization failure | Packet loss

So I've really not been impressed with Virgin lately, but hopefully this Forum can help turn the tide.

We have been having a persistent issue now for over 6 weeks. The issue started when there was a full day outage on our service, and a second one 2 days later. Since then we have experienced the following:

Pre and Post RS errors in the 1000s per hour. These are occurring in flurries. We experience no problem for 30 mins - a few hours, and then we get 1000s to 10s of 1000s of errors occurring all at once.
This seems to trigger a desyncronisation and the router disconnecting from the network and rebooting and so we get these dropping connection lasting 30s - 2mins at a time.
All of this is confirmed by ThinkBroadband's quality monitor which is showing regular packet losses up to 100% over the day.

What's surprising is that we are in central London

As both my partner and I work from home this is not acceptable, but Virgin can't seem to find a resolution.
I was first told this was a known issue that that it would be resolved quickly. This obviously did not happen.
I called again and was told I needed up buy a repeater from them for £5. I told them I was experiencing these issues on LAN and there was no need for any additional equipment.
I finally got someone who seemed to understand there is a bigger issue, but only when I tried to cancel my contract. They organized for an engineer to come who tested the connection, found a problem with the coax cable and replaced it, but found no issues with the router, setup or between the coax connection and exchange.
When the issue returned later that week, I called again and was told again that the issue was known about and that it would definitely be resolved in 24 hours. The issue persisted.
I again called earlier this week and demanded an engineer be sent. They booked the engineer, but I was told this morning that the engineer would not be visiting as they had already been and found no issues.
I was told that this was probably my fault for having a relatively high usage. I said we had only started experiencing these issues at the outage, and that the pre and post errors would seem to tell a different story, but Virgin insisted that this was the problem but said they would double my bandwidth (100 - 200mbps) and that if this solved the issue I could decide if I wanted to upgrade my service to this level. Obviously this has not happened.
I called again and was told there was a known issue, and I am hoping to book an engineer but have to wait another 24 hours to do so.

Is there anything else that can be done. This is becoming a very serious issue. It has not only taken up hours of my working day, but also means we can not work effectively.

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jbrennand
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Message 2 of 33
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Re: 1000s of pre and post RS errors | multiple synchronization failure | Packet loss

Can you see if anything is reported on either the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

If nothing is on either of those then can you post up the rest of the Hub data as below - also post up the link to your BQM's "Share Live Graph"

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
DDMuhrcu
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Message 3 of 33
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Re: 1000s of pre and post RS errors | multiple synchronization failure | Packet loss

Hi John,

 

Thanks for responding. So there are no issues reported via the link.

My BMQ is here

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c7b18ac2c6040bb1c8a842b001925deaf1...

And Network tools report:

Downstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
11387500008.538256 qam1
2146750000938256 qam2
31547500009.438256 qam3
41627500009.440256 qam4
51707500009.340256 qam5
61787500009.140256 qam6
71867500008.940256 qam7
81947500008.440256 qam8
92027500007.938256 qam9
102107500007.938256 qam10
112187500007.838256 qam11
122267500007.538256 qam12
132347500007.138256 qam13
14242750000738256 qam14
152507500007.438256 qam15
162587500007.938256 qam16
172667500007.940256 qam17
182747500007.538256 qam18
19282750000738256 qam19
202907500006.538256 qam20
21298750000738256 qam21
223067500007.538256 qam22
233147500008.138256 qam23
243227500008.438256 qam24
      
Downstream bonded channels     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked38.92215918671 
2Locked38.62568217749 
3Locked38.92262416420 
4Locked40.31783815776 
5Locked40.31590117676 
6Locked40.31985318575 
7Locked40.32208116156 
8Locked40.31714313856 
9Locked38.91614016282 
10Locked38.61729916387 
11Locked38.91741217234 
12Locked38.91893618238 
13Locked38.92588218333 
14Locked38.92849516195 
15Locked38.92476014316 
16Locked38.92361013064 
17Locked40.31837211459 
18Locked38.91529112144 
19Locked38.91682813839 
20Locked38.61918713502 
21Locked38.62137012594 
22Locked38.61923712013 
23Locked38.91782011868 
24Locked38.91602512539 
      
      
Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
16030000038512064 qam1
24620000038.3512064 qam3
33940000038512064 qam4
45370000038.3512064 qam2
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0020
4ATDMA0000
      
      
      
      
TimePriorityDescription   
13/04/2022 15:27noticeLAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:43Warning!RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:38noticeLAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:25Warning!RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:24Warning!RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:24Warning!RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:09Warning!RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:09criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:09Warning!RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:09criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:08Warning!RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 13:08criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 12:26Warning!RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 12:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 12:12Warning!RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
13/04/2022 12:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;   
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jbrennand
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Message 4 of 33
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Re: 1000s of pre and post RS errors | multiple synchronization failure | Packet loss

The stats are incomplete and missing see how they should look in message 11 here

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-drop-out/td-p/4987253/p...

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
DDMuhrcu
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Message 5 of 33
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Re: 1000s of pre and post RS errors | multiple synchronization failure | Packet loss

Hi John,

 

Thanks for the response. I think I have all the same headings although have to scroll to see them due to the width of the columns, perhaps this is the issue? If not, would you mind telling me which element is missing? 

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jbrennand
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Message 6 of 33
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Re: 1000s of pre and post RS errors | multiple synchronization failure | Packet loss

2 columns of downstream RS errors and Upstream T2/T3/T4 Errors

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
DDMuhrcu
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Message 7 of 33
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Re: 1000s of pre and post RS errors | multiple synchronization failure | Packet loss

Hi John

I've reformatted the table so it's narrower.

Downstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
11387500008.538256 qam1
2146750000938256 qam2
31547500009.438256 qam3
41627500009.440256 qam4
51707500009.340256 qam5
61787500009.140256 qam6
71867500008.940256 qam7
81947500008.440256 qam8
92027500007.938256 qam9
102107500007.938256 qam10
112187500007.838256 qam11
122267500007.538256 qam12
132347500007.138256 qam13
14242750000738256 qam14
152507500007.438256 qam15
162587500007.938256 qam16
172667500007.940256 qam17
182747500007.538256 qam18
19282750000738256 qam19
202907500006.538256 qam20
21298750000738256 qam21
223067500007.538256 qam22
233147500008.138256 qam23
243227500008.438256 qam24
      
Downstream bonded channels     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked38.92215918671 
2Locked38.62568217749 
3Locked38.92262416420 
4Locked40.31783815776 
5Locked40.31590117676 
6Locked40.31985318575 
7Locked40.32208116156 
8Locked40.31714313856 
9Locked38.91614016282 
10Locked38.61729916387 
11Locked38.91741217234 
12Locked38.91893618238 
13Locked38.92588218333 
14Locked38.92849516195 
15Locked38.92476014316 
16Locked38.92361013064 
17Locked40.31837211459 
18Locked38.91529112144 
19Locked38.91682813839 
20Locked38.61918713502 
21Locked38.62137012594 
22Locked38.61923712013 
23Locked38.91782011868 
24Locked38.91602512539 
      
      
Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
16030000038512064 qam1
24620000038.3512064 qam3
33940000038512064 qam4
45370000038.3512064 qam2
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0020
4ATDMA0000
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jbrennand
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Message 8 of 33
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Re: 1000s of pre and post RS errors | multiple synchronization failure | Packet loss

RS errors are high - may be a problem or may be historical accumulation - can you do this....
____________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 9 of 33
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Re: 1000s of pre and post RS errors | multiple synchronization failure | Packet loss

Hi John,

So this is accumulation over the course of about 8 hours.I did a full reboot this morning at 10 AM and saw everything go to 0 after this. I checked back in a few times and it was still at zero, but then around 90mins later there was a drop in connection and I checked back to find ~1000-2000 Pre and Post RS errors on every channel. All hardware seems secure and the engineer replaced the Coax cable so I think we can also rule this out.

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jbrennand
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Message 10 of 33
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Re: 1000s of pre and post RS errors | multiple synchronization failure | Packet loss

Post the RS error table again now just to be sure.  I think it needs a VM person to look in more detail than we can


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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