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Message 31 of 49
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Re: 5 weeks of drop outs!!

Upstream bonded channels

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

1603000004512064 qam1
2394000003.85512064 qam4
3462000003.9512064 qam3
4537000003.825512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 32 of 49
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Re: 5 weeks of drop outs!!

Network LogTime Priority Description
27/06/2020 12:22:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:22:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:22:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:22:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:21:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:21:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:20:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:20:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:20:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:20:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:19:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:19:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:19:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:19:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:19:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:19:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:19:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:19:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:19:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 12:19:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 33 of 49
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Re: 5 weeks of drop outs!!

Power levels all ok - logs look odd to me - too many "critical synch" errors - someone more in the know needs to comment.   The awful BQM and mass of PostRS error in a short time proves there is a problem - probably noise getting in somewhere - it will need a VM Tech to investigate. Wait here to see if they get to you - or call it in and try and explain what has been said on here.


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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 34 of 49
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Re: 5 weeks of drop outs!!

Been on the phone to virgin for an hour this morning and all there saying is its utilisation issues in area. Battling with them them to Send a senior tech as there is severe packet loss and noise on the line etc but there saying they can't send anyone as its an area issue. Demanded to speak to management, now awaiting a phone call. 

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Message 35 of 49
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Re: 5 weeks of drop outs!!

Update, got them to send another engineer who will be here between 4-7. Is there anything I should tell him to do or suggest? I'll obviously show him the BQM and router status 

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Message 36 of 49
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Re: 5 weeks of drop outs!!

Wow such bad service I'm actually shocked. So after spending nearly 2 hours on the phone, taking the evening off work to wait for a engineer to come all for him to say there nothing he can do as its utilisation!

He wasn't even going to come in my house until I told him he's meant to be checking my equipment. I showed him all the data from the BQM, all my router info and he admitted he didn't have a clue what any of it was and that kind of stuff is for the geeky computer people to look at! 

He then said he was going to the green box which is a minute away and he will be back. Jumped in his van drove off!! I've given him 35 mins just incase he's moved his van closer but just walked round and he's not there. Tried calling him 3 times and it diverts me to voicemail! 

I've seriously had enough of all this. 

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Message 37 of 49
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Re: 5 weeks of drop outs!!

You need input on here from VM - not sure why you are not getting it anymore. Perhaps there is a utilisation issue that is causing these connection issues but your BQM looks just as awful between 00.01-08.00 - when utilisation should be lower. If thats what they mean by utilisation - It needs someone else to comment on that.

A V.I.P. would also be able to help more but you seem to be in a black hole.

I will ask a man I know if they can help get VM input tomorrow.


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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 38 of 49
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Re: 5 weeks of drop outs!!

Apologies for the delays in getting back to you Whitey32. 

 

I'm going to send you a Private Message to get some more details from you to get this looked into further.

 

Looking forward to hearing back form you.

 

Rob

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Message 39 of 49
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Re: 5 weeks of drop outs!!

I've messaged you back. Thanks 

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Message 40 of 49
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Re: 5 weeks of drop outs!!

Good news whitey. For interest, assuming it gets resolved (or even if not) can you post back what the eventual reason for the fault waw and the outcome turns out to be? Cheers

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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