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ieuhrgidfbgkfda
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Broadband Dropping Out Intermittently

My Broadband is dropping out intermittently.

Super Hub 3 in modem mode > CAT6 > Asus AC86U > CAT6 > PC

The issue is not due to modem mode, I've been using it without issue for the better part of a year.

I've checked the coax cable is tight with no kinks etc.

I ran Virgin's "broadband check tool". Says all good.

ROUTER STATUS in first comment due to character limit - any feedback is appreciated

 

EDIT for clarity - my broadband connection is dropping for all my devices, not just the computer. 

It was intended as an example of the signal path, to rule out wifi issues etc.

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ieuhrgidfbgkfda
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Re: Broadband Dropping Out Intermittently

 

Spoiler
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000009.640256 qam25
22030000009.440256 qam9
32110000009.440256 qam10
42190000009.340256 qam11
52270000009.440256 qam12
6235000000940256 qam13
72430000008.940256 qam14
82510000008.640256 qam15
92590000008.640256 qam16
102670000008.940256 qam17
112750000009.140256 qam18
122830000009.540256 qam19
132910000009.440256 qam20
142990000009.440256 qam21
153070000009.140256 qam22
163150000009.540256 qam23
173230000009.540256 qam24
183390000009.540256 qam26
193470000001040256 qam27
203550000001040256 qam28
213630000009.940256 qam29
223710000009.840256 qam30
233790000009.540256 qam31
243870000009.840256 qam32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.99673509
2Locked40.311004632
3Locked40.310803860
4Locked40.310754295
5Locked40.910364425
6Locked40.910243900
7Locked40.39914659
8Locked40.39753996
9Locked40.39414180
10Locked40.39713760
11Locked40.39603274
12Locked40.99403807
13Locked40.39573142
14Locked40.39463094
15Locked40.38813459
16Locked40.99122834
17Locked40.39013273
18Locked40.38882758
19Locked40.38902846
20Locked40.38872706
21Locked40.98062814
22Locked40.98512437
23Locked40.38112272
24Locked40.38332351
 

 

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ieuhrgidfbgkfda
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Re: Broadband Dropping Out Intermittently

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000040.5512064 qam2
23940000039.8512064 qam4
34620000040.3512064 qam3
46030000040.8512064 qam1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow
SFID10744
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0

Primary Upstream Service Flow
SFID10743
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
 
Network LogTime Priority Description
07/05/2021 11:23:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:23:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:18:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:18:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:17:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:17:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:17:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:17:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:11:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:11:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:10:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:10:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:10:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:10:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:09:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:09:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:09:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:09:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:09:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:09:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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gary_dexter
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Message 4 of 20
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Re: Broadband Dropping Out Intermittently

What's dropping off - just the one PC?

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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ieuhrgidfbgkfda
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Re: Broadband Dropping Out Intermittently

Hi Gary,

thanks for a quick response.

Everything drops.

My apologies, I should have been more clear in my OP

Also, I have started a BQM and will share that once it's got some data 

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ieuhrgidfbgkfda
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Re: Broadband Dropping Out Intermittently

My Broadband Ping - Home Broadband Virgin

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lotharmat
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Re: Broadband Dropping Out Intermittently

Downstream power is too high (borderline) but the PostRS Errors are indicative of noise ingress for which you'll likely need an engineer visit - VM can do that from this end when they pick this up!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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ieuhrgidfbgkfda
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Re: Broadband Dropping Out Intermittently

That info goes over my head, but thank you nonetheless! 

I'm glad to hear there is a clear issue and I'm not just going mad 

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ieuhrgidfbgkfda
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Message 9 of 20
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Re: Broadband Dropping Out Intermittently

Any update from Virgin media staff?

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jbrennand
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Message 10 of 20
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Re: Broadband Dropping Out Intermittently

A few points.

Your BQM is a wall of red - some reasons for that. Have you switched into modem mode? Your router/Hub has not been set to "respond to ICMP echo requests" (pings) look in it settings and make sure that it is on. Or your i.p. address has changed from the one you put in the BQM settings - check that.

Then switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

VM staf can take up to a week to respond on here.

--------------------
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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