Menu
Reply
legoracer97
  • 15
  • 1
  • 1
On our wavelength
454 Views
Message 1 of 26
Flag for a moderator

Broadband Dropouts

Hello,

I have recently received service from virgin media with their TV, phone and broadband package. Bot TV and phone are fine but it's the broadband that has recently become a problem in that in recent days connection between the router and virgins servers seems to have become "out of sync". I will post a summary of what the logs say within the router itself (excluding the Mac address bit) at the end.

It is verry frustrating having these connection issues as although alternatives are available, virgin is really the only provider that can provide decent and stable speeds when it actually works. It's a hub 3 we have have and we are on the M100 speed tier. Hopefully the community can provide some help and insight!

Time Priority Description  

12/06/2021 10:22:26Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
12/06/2021 10:22:24noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
12/06/2021 10:20:31Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
12/06/2021 10:19:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=0:;CM-QOS=1.1;CM-VER=3.0 
0 Kudos
Reply
legoracer97
  • 15
  • 1
  • 1
On our wavelength
404 Views
Message 2 of 26
Flag for a moderator

Re: Broadband Dropouts

Full Logs:

Network Log

Time Priority Description

12/06/2021 20:01:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:53:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:53:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:52:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:52:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:49:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:49:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:19:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:18:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:13:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:13:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 18:59:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 18:58:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 18:56:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 17:43:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 16:46:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 16:46:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 16:46:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 16:45:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 16:42:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Hopefully this can get resolved.

0 Kudos
Reply
jbrennand
  • 23.86K
  • 2.53K
  • 4.33K
Very Insightful Person
Very Insightful Person
397 Views
Message 3 of 26
Flag for a moderator

Re: Broadband Dropouts

What needs to be resolved? What issues are you having on wif connections and are they evident on ethernet connected devices at the same time. And what are the Hub lights showing and doing when the sync is out?

--------------------
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.
0 Kudos
Reply
legoracer97
  • 15
  • 1
  • 1
On our wavelength
381 Views
Message 4 of 26
Flag for a moderator

Re: Broadband Dropouts

The issue that I am having is every few hours, my connection keeps dropping. The Hub 3 is in Modem mode as all the firewall and switching is handled on my Unifi network. Connection between the USG and Hub 3 is handled using DHCP and shouldn't have any issues connecting between the two, plus Unifi reports a 1Gbps connection, thus should be a clean connection. As for the Coax connections I've made sure everything is tight so there must be something happening on virgin media's side that's causing connection dropouts. 

0 Kudos
Reply
jbrennand
  • 23.86K
  • 2.53K
  • 4.33K
Very Insightful Person
Very Insightful Person
354 Views
Message 5 of 26
Flag for a moderator

Re: Broadband Dropouts

Post up the Hub stats for downstream and upstream.

To see any network drops, then do this....
___________________________________________

If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

--------------------
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.
0 Kudos
Reply
legoracer97
  • 15
  • 1
  • 1
On our wavelength
291 Views
Message 6 of 26
Flag for a moderator

Re: Broadband Dropouts

Downstream bonded channels

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

12030000001.238256 qam9
22110000000.738256 qam10
32190000000.538256 qam11
42270000000.238256 qam12
5235000000038256 qam13
6243000000038256 qam14
7251000000038256 qam15
82590000000.238256 qam16
92670000000.538256 qam17
102750000000.438256 qam18
112830000000.438256 qam19
122910000000.238256 qam20
132990000000.538256 qam21
14307000000038256 qam22
153150000000.238256 qam23
163230000000.238256 qam24
17331000000038256 qam25
18339000000038256 qam26
19347000000038256 qam27
20355000000-0.238256 qam28
21363000000-0.238256 qam29
22371000000-0.538256 qam30
23379000000-0.738256 qam31
24387000000-138256 qam32



Downstream bonded channels

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

1Locked38.633168691266637
2Locked38.9213302695854
3Locked38.92874893257836
4Locked38.641355241795774
5Locked38.648535711862084
6Locked38.63308393326654
7Locked38.62109472152612
8Locked38.62872877757049
9Locked38.640294762092832
10Locked38.940952161539529
11Locked38.61906079132873
12Locked38.62553173445050
13Locked38.634752012155765
14Locked38.633071771379821
15Locked38.9161672821511
16Locked38.91671848206297
17Locked38.9110357818174
18Locked38.653805421086
19Locked38.945225418450
20Locked38.659497323353
21Locked38.683078724806
22Locked38.61381092137190
23Locked38.61569369332217
24Locked38.9109557712284
0 Kudos
Reply
legoracer97
  • 15
  • 1
  • 1
On our wavelength
289 Views
Message 7 of 26
Flag for a moderator

Re: Broadband Dropouts

Upstream bonded channels

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

16029994150512064 qam1
24620000049.5512064 qam3
33939993248.8512064 qam4
45370000049.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0010
4ATDMA0010
0 Kudos
Reply
Tudor
  • 8.46K
  • 675
  • 1.51K
Very Insightful Person
Very Insightful Person
284 Views
Message 8 of 26
Flag for a moderator

Re: Broadband Dropouts

The upstream levels are at maximum and even as they are within spec that’s not good. You also have some T3’s on the upstream. The Pre & Post errors look worrying, they are often cause through noise ingress, but are accumulative since the hub was last power cycled. Please power cycle your hub and post a new set of figures in a few hours. We can then see at what rate they have increased.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
0 Kudos
Reply
legoracer97
  • 15
  • 1
  • 1
On our wavelength
279 Views
Message 9 of 26
Flag for a moderator

Re: Broadband Dropouts

Ill give the hub a powercycle and post what the results are later on but this will be the third time that the hub has gone through a powercycle this week

0 Kudos
Reply
jbrennand
  • 23.86K
  • 2.53K
  • 4.33K
Very Insightful Person
Very Insightful Person
248 Views
Message 10 of 26
Flag for a moderator

Re: Broadband Dropouts

Check that the errors have reset to 0 and then see if they start reappearing - they shouldn't (particularly the PostRS ones)

--------------------
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.
0 Kudos
Reply