on 13-04-2022 16:00
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.
on 13-04-2022 16:04
on 13-04-2022 17:31
Hi John,
Thanks for responding. So there are no issues reported via the link.
My BMQ is here
And Network tools report:
Downstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 138750000 | 8.5 | 38 | 256 qam | 1 |
2 | 146750000 | 9 | 38 | 256 qam | 2 |
3 | 154750000 | 9.4 | 38 | 256 qam | 3 |
4 | 162750000 | 9.4 | 40 | 256 qam | 4 |
5 | 170750000 | 9.3 | 40 | 256 qam | 5 |
6 | 178750000 | 9.1 | 40 | 256 qam | 6 |
7 | 186750000 | 8.9 | 40 | 256 qam | 7 |
8 | 194750000 | 8.4 | 40 | 256 qam | 8 |
9 | 202750000 | 7.9 | 38 | 256 qam | 9 |
10 | 210750000 | 7.9 | 38 | 256 qam | 10 |
11 | 218750000 | 7.8 | 38 | 256 qam | 11 |
12 | 226750000 | 7.5 | 38 | 256 qam | 12 |
13 | 234750000 | 7.1 | 38 | 256 qam | 13 |
14 | 242750000 | 7 | 38 | 256 qam | 14 |
15 | 250750000 | 7.4 | 38 | 256 qam | 15 |
16 | 258750000 | 7.9 | 38 | 256 qam | 16 |
17 | 266750000 | 7.9 | 40 | 256 qam | 17 |
18 | 274750000 | 7.5 | 38 | 256 qam | 18 |
19 | 282750000 | 7 | 38 | 256 qam | 19 |
20 | 290750000 | 6.5 | 38 | 256 qam | 20 |
21 | 298750000 | 7 | 38 | 256 qam | 21 |
22 | 306750000 | 7.5 | 38 | 256 qam | 22 |
23 | 314750000 | 8.1 | 38 | 256 qam | 23 |
24 | 322750000 | 8.4 | 38 | 256 qam | 24 |
Downstream bonded channels | |||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
1 | Locked | 38.9 | 22159 | 18671 | |
2 | Locked | 38.6 | 25682 | 17749 | |
3 | Locked | 38.9 | 22624 | 16420 | |
4 | Locked | 40.3 | 17838 | 15776 | |
5 | Locked | 40.3 | 15901 | 17676 | |
6 | Locked | 40.3 | 19853 | 18575 | |
7 | Locked | 40.3 | 22081 | 16156 | |
8 | Locked | 40.3 | 17143 | 13856 | |
9 | Locked | 38.9 | 16140 | 16282 | |
10 | Locked | 38.6 | 17299 | 16387 | |
11 | Locked | 38.9 | 17412 | 17234 | |
12 | Locked | 38.9 | 18936 | 18238 | |
13 | Locked | 38.9 | 25882 | 18333 | |
14 | Locked | 38.9 | 28495 | 16195 | |
15 | Locked | 38.9 | 24760 | 14316 | |
16 | Locked | 38.9 | 23610 | 13064 | |
17 | Locked | 40.3 | 18372 | 11459 | |
18 | Locked | 38.9 | 15291 | 12144 | |
19 | Locked | 38.9 | 16828 | 13839 | |
20 | Locked | 38.6 | 19187 | 13502 | |
21 | Locked | 38.6 | 21370 | 12594 | |
22 | Locked | 38.6 | 19237 | 12013 | |
23 | Locked | 38.9 | 17820 | 11868 | |
24 | Locked | 38.9 | 16025 | 12539 | |
Upstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 60300000 | 38 | 5120 | 64 qam | 1 |
2 | 46200000 | 38.3 | 5120 | 64 qam | 3 |
3 | 39400000 | 38 | 5120 | 64 qam | 4 |
4 | 53700000 | 38.3 | 5120 | 64 qam | 2 |
Upstream bonded channels | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Time | Priority | Description | |||
13/04/2022 15:27 | notice | LAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:43 | Warning! | RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:38 | notice | LAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:25 | Warning! | RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:25 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:24 | Warning! | RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:24 | Warning! | RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:09 | Warning! | RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:09 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:09 | Warning! | RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:09 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:08 | Warning! | RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 13:08 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 12:26 | Warning! | RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 12:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 12:12 | Warning! | RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; | |||
13/04/2022 12:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0; |
on 13-04-2022 18:27
on 13-04-2022 18:42
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?
on 13-04-2022 18:44
on 13-04-2022 18:48
Hi John
I've reformatted the table so it's narrower.
Downstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 138750000 | 8.5 | 38 | 256 qam | 1 |
2 | 146750000 | 9 | 38 | 256 qam | 2 |
3 | 154750000 | 9.4 | 38 | 256 qam | 3 |
4 | 162750000 | 9.4 | 40 | 256 qam | 4 |
5 | 170750000 | 9.3 | 40 | 256 qam | 5 |
6 | 178750000 | 9.1 | 40 | 256 qam | 6 |
7 | 186750000 | 8.9 | 40 | 256 qam | 7 |
8 | 194750000 | 8.4 | 40 | 256 qam | 8 |
9 | 202750000 | 7.9 | 38 | 256 qam | 9 |
10 | 210750000 | 7.9 | 38 | 256 qam | 10 |
11 | 218750000 | 7.8 | 38 | 256 qam | 11 |
12 | 226750000 | 7.5 | 38 | 256 qam | 12 |
13 | 234750000 | 7.1 | 38 | 256 qam | 13 |
14 | 242750000 | 7 | 38 | 256 qam | 14 |
15 | 250750000 | 7.4 | 38 | 256 qam | 15 |
16 | 258750000 | 7.9 | 38 | 256 qam | 16 |
17 | 266750000 | 7.9 | 40 | 256 qam | 17 |
18 | 274750000 | 7.5 | 38 | 256 qam | 18 |
19 | 282750000 | 7 | 38 | 256 qam | 19 |
20 | 290750000 | 6.5 | 38 | 256 qam | 20 |
21 | 298750000 | 7 | 38 | 256 qam | 21 |
22 | 306750000 | 7.5 | 38 | 256 qam | 22 |
23 | 314750000 | 8.1 | 38 | 256 qam | 23 |
24 | 322750000 | 8.4 | 38 | 256 qam | 24 |
Downstream bonded channels | |||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
1 | Locked | 38.9 | 22159 | 18671 | |
2 | Locked | 38.6 | 25682 | 17749 | |
3 | Locked | 38.9 | 22624 | 16420 | |
4 | Locked | 40.3 | 17838 | 15776 | |
5 | Locked | 40.3 | 15901 | 17676 | |
6 | Locked | 40.3 | 19853 | 18575 | |
7 | Locked | 40.3 | 22081 | 16156 | |
8 | Locked | 40.3 | 17143 | 13856 | |
9 | Locked | 38.9 | 16140 | 16282 | |
10 | Locked | 38.6 | 17299 | 16387 | |
11 | Locked | 38.9 | 17412 | 17234 | |
12 | Locked | 38.9 | 18936 | 18238 | |
13 | Locked | 38.9 | 25882 | 18333 | |
14 | Locked | 38.9 | 28495 | 16195 | |
15 | Locked | 38.9 | 24760 | 14316 | |
16 | Locked | 38.9 | 23610 | 13064 | |
17 | Locked | 40.3 | 18372 | 11459 | |
18 | Locked | 38.9 | 15291 | 12144 | |
19 | Locked | 38.9 | 16828 | 13839 | |
20 | Locked | 38.6 | 19187 | 13502 | |
21 | Locked | 38.6 | 21370 | 12594 | |
22 | Locked | 38.6 | 19237 | 12013 | |
23 | Locked | 38.9 | 17820 | 11868 | |
24 | Locked | 38.9 | 16025 | 12539 | |
Upstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 60300000 | 38 | 5120 | 64 qam | 1 |
2 | 46200000 | 38.3 | 5120 | 64 qam | 3 |
3 | 39400000 | 38 | 5120 | 64 qam | 4 |
4 | 53700000 | 38.3 | 5120 | 64 qam | 2 |
Upstream bonded channels | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 13-04-2022 18:50
on 13-04-2022 19:35
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.
13-04-2022 19:49 - edited 13-04-2022 19:50
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