Been losing internet for a few days now

[wotsupnow]

The router has rebooted itself a few times and the log shows

16/07/2022 12:51:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 12:51:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 12:51:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 12:51:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 12:51:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

A couple of times last week I tried to logon to the router but it said someone else was logged in ( VM engineer ? )

As I work from home ( tier 2 NOC engineer ), it's getting a bit disruptive.

Can someone take a look please.

Pete

[g0akc]

Post the further stats off the hub - from the status pages

[wotsupnow]

Downstream bonded channels

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

1	138750000	2.7	38	256 qam	1
2	146750000	3	38	256 qam	2
3	154750000	3	40	256 qam	3
4	162750000	3.2	40	256 qam	4
5	170750000	3.5	38	256 qam	5
6	178750000	3.7	40	256 qam	6
7	186750000	4	38	256 qam	7
8	194750000	4.1	40	256 qam	8
9	202750000	4	40	256 qam	9
10	210750000	4.3	40	256 qam	10
11	218750000	4.3	40	256 qam	11
12	226750000	4.3	40	256 qam	12
13	234750000	4	40	256 qam	13
14	242750000	4	40	256 qam	14
15	250750000	4	40	256 qam	15
16	258750000	4.1	40	256 qam	16
17	266750000	4.5	40	256 qam	17
18	274750000	4.5	40	256 qam	18
19	282750000	4.6	40	256 qam	19
20	290750000	4.9	40	256 qam	20
21	298750000	5	40	256 qam	21
22	306750000	5	40	256 qam	22
23	314750000	5	40	256 qam	23
24	322750000	5	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	1	0
2	Locked	38.9	8	0
3	Locked	40.3	7	0
4	Locked	40.3	5	0
5	Locked	38.9	19	0
6	Locked	40.3	8	0
7	Locked	38.9	8	0
8	Locked	40.9	6	0
9	Locked	40.3	7	0
10	Locked	40.3	8	0
11	Locked	40.3	7	0
12	Locked	40.3	9	0
13	Locked	40.3	7	0
14	Locked	40.3	7	0
15	Locked	40.9	8	0
16	Locked	40.3	3	0
17	Locked	40.3	7	0
18	Locked	40.3	12	0
19	Locked	40.9	15	0
20	Locked	40.3	8	0
21	Locked	40.3	17	0
22	Locked	40.9	29	0
23	Locked	40.3	32	0
24	Locked	40.3	28	0

Upstream bonded channels

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

1	53700000	43.3	5120	64 qam	2
2	39400000	43.3	5120	64 qam	4
3	46200000	43.3	5120	64 qam	3
4	60300000	44	5120	64 qam	1

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	0	0
4	ATDMA	0	0	0	0

16/07/2022 13:08:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 13:00:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 12:59:18	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 12:52:31	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 12:51:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-

[Anonymous]

Stats look broadly okay to me but as the hub has been spontaneously rebooting check for local issues on 0800 561 0061 and ensure that all cables and connections are tight and secure and not kinked or damaged. Try a 30 second pinhole reset of the hub with no ethernet connection. 

[wotsupnow]

Just lost internet again. Tried to logon to hub and got "Someone else is currently logged into the settings page. Only one session at a time is allowed. Please try again later."  
I've just changed my password in case...... I also see currently I only have 1 download and 1 upload channel ?

[Tudor]

The log shows your hub has not rebooted, it’s just lost communication with the VM CMTS at the other end of your cable. I suspect a local issue. Try the local issues number again and if nothing the error has probably not been reported to VM, so you need to report it. VM do not do proactive monitoring of users connections and mostly only know of problems when reported. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[g0akc]

---

@wotsupnow wrote:

Just lost internet again. Tried to logon to hub and got "Someone else is currently logged into the settings page. Only one session at a time is allowed. Please try again later."  
I've just changed my password in case...... I also see currently I only have 1 download and 1 upload channel ?

---

Often caused by the connect app

reset the app/ details on here somewhere 

[wotsupnow]

Powered off hub 3 for half hour yesterday, was fine since up to this morning, Log shows lots of sync loss.

19/07/2022 11:29:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:25:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:24:18	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:19:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:19:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:19:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:19:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 11:18:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[wotsupnow]

Has been OK since weather returned to normal. Hub was not hot but the street cabinet is across the road from me and in full sun.

Log has much less sync loss showing now.

[Natalie_L]

Hi wotsupnow, 

Thank you for getting in touch and letting us know there has been improvements. 

We just wanted to check in and see how things have been since your last post? 

Let us know if you require any assistance. 

Thanks,