Broadband drop outs

[williamgkc]

Hello, we had some maintenance on the 23rd of June and ever since then my broadband has had constant disconnects. I've called the automated virgin number to check if there were any outages in my area and there is not. The 23 hour timer to call an engineer also keeps refreshing and every time I check it stays at 23 hours and I can't get hold on anyone through the complaints number except an automated message telling me to reset the modem 

Here are my network status logs 

Downstream bonded channels

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

1	330750000	4.5	40	256 qam	25
2	202750000	5.4	40	256 qam	9
3	210750000	5.1	40	256 qam	10
4	218750000	5.1	40	256 qam	11
5	226750000	4.9	40	256 qam	12
6	234750000	4.8	40	256 qam	13
7	242750000	4.5	40	256 qam	14
8	250750000	4.6	40	256 qam	15
9	258750000	4.6	40	256 qam	16
10	266750000	5	40	256 qam	17
11	274750000	5.1	40	256 qam	18
12	282750000	5.1	40	256 qam	19
13	290750000	5	40	256 qam	20
14	298750000	4.9	40	256 qam	21
15	306750000	4.6	40	256 qam	22
16	314750000	4.8	40	256 qam	23
17	322750000	4.8	40	256 qam	24
18	338750000	4.8	40	256 qam	26
19	346750000	4.6	40	256 qam	27
20	354750000	4.6	40	256 qam	28
21	362750000	4.5	40	256 qam	29
22	370750000	4.6	40	256 qam	30
23	378750000	4.8	40	256 qam	31
24	386750000	4.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	84419	576282
2	Locked	40.3	79336	287180
3	Locked	40.3	43677	321831
4	Locked	40.9	116173	622592
5	Locked	40.9	17994	178196
6	Locked	40.9	115774	653912
7	Locked	40.3	113983	695399
8	Locked	40.3	108567	712279
9	Locked	40.9	100589	760891
10	Locked	40.9	95469	763541
11	Locked	40.3	91835	809379
12	Locked	40.9	94812	791593
13	Locked	40.3	94896	769695
14	Locked	40.3	22936	123852
15	Locked	40.9	93094	758737
16	Locked	40.9	88451	724482
17	Locked	40.3	85466	689621
18	Locked	40.9	78066	643497
19	Locked	40.3	75730	630559
20	Locked	40.3	73147	521154
21	Locked	40.3	70214	433501
22	Locked	40.3	69875	352258
23	Locked	40.3	68635	278444
24	Locked	40.3	65819	229464

[williamgkc]

Upstream bonded channels

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

1	36600004	39.5	5120	64 qam	3
2	23600014	39	5120	64 qam	5
3	30100014	39.5	5120	64 qam	4
4	43099983	40.5	5120	64 qam	2
5	49599979	41	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	1	0
5	ATDMA	0	0	0	0

[williamgkc]

Network Log

Time Priority Description

17/08/2022 10:11:0	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 10:03:53	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:26	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:25	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:52:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:44:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:44:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:44:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:44:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2022 09:44:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Stats look ok except you seem to have 5 up channels which is odd and RS error levels need resetting - can you do this
__________________________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes
When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

Also see if you revert to 4 Up channels

And.....

If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[Tom_W1]

Hi @williamgkc thanks for your post although I'm sorry to hear of your concerns raised.

I've checked things over for you, and there aren't any issues on the network, with your power levels or the Hub's downstream and upstream levels so in theory, everything should be running well for you and without problems.

Can you please come back to us once you've tried the steps as advised by @jbrennand and let us know how you get on? 

Many thanks