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Connection cutting out repeatedly

My internet connection keeps cutting out repeatedly, often multiple times in a single hour, for roughly 10-15 seconds each time. It happens both via Wi-Fi and ethernet connected devices. I've checked the cables, reset the router etc and nothing has helped.

I've run the test in the VM service status checker and that's picked up an issue and says to wait 24 hours, but this has been going on for several weeks now. 

Can somebody help, please? I've included the following logs and BQM. Thank you.

My BQM 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz) 187000000 139000000 147000000 155000000 163000000 171000000 179000000 195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 7 1 2 3 4 5 6 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV) -4.10 -4.39 -4.41 -4.33 -4.05 -4.23 -4.41 -4.15
RxMER (dB) 36.84 36.84 36.84 36.39 36.84 37.09 37.09 37.09
Pre RS Errors 34795 198545 481175 3792 393 418 443 423
Post RS Errors 34038 401 359 383 322 278 341 316

 

Upstream  US-1 US-2 US-3 US-4

Channel Type 2.0 2.0 2.0 2.0
Channel ID 2 1 4 3
Frequency (Hz) 39400000 46200000 25800000 32600000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 50.50 50.50 50.75 51.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

 

11/09/2020 10:24:13 GMT11/09/2020 10:24:13 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 10:23:53 GMT11/09/2020 10:23:53 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 10:20:19 GMT11/09/2020 10:20:19 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 10:01:42 GMT11/09/2020 10:01:42 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:54:14 GMT11/09/2020 09:54:14 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:47:12 GMT11/09/2020 09:47:12 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:46:22 GMT11/09/2020 09:46:22 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:46:02 GMT11/09/2020 09:46:02 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:45:52 GMT11/09/2020 09:45:52 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:38:34 GMT11/09/2020 09:38:34 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:35:14 GMT11/09/2020 09:35:14 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:32:02 GMT11/09/2020 09:32:02 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:22:54 GMT11/09/2020 09:22:54 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:09:37 GMT11/09/2020 09:09:37 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:04:55 GMT11/09/2020 09:04:55 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 09:02:12 GMT11/09/2020 09:02:12 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 08:51:57 GMT11/09/2020 08:51:57 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 08:51:37 GMT11/09/2020 08:51:37 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync11/09/2020 08:48:14 GMT11/09/2020 08:48:14 GMTError (4)68010302DHCP [MOD EDIT: REMOVED]11/09/2020 08:47:08 GMT11/09/2020 08:47:08 GMTError (4)68000407TOD established

 

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Re: Connection cutting out repeatedly

Still happening

14/09/2020 15:24:24 GMT14/09/2020 15:24:24 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 15:24:04 GMT14/09/2020 15:24:04 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 15:23:54 GMT14/09/2020 15:23:54 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 15:23:44 GMT14/09/2020 15:23:44 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 15:23:34 GMT14/09/2020 15:23:34 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 15:16:18 GMT14/09/2020 15:16:18 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 15:15:58 GMT14/09/2020 15:15:58 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 15:15:38 GMT14/09/2020 15:15:38 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 15:04:52 GMT14/09/2020 15:04:52 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 15:04:42 GMT14/09/2020 15:04:42 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 14:51:47 GMT14/09/2020 14:51:47 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 14:51:27 GMT14/09/2020 14:51:27 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 14:42:24 GMT14/09/2020 14:42:24 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 14:42:04 GMT14/09/2020 14:42:04 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 14:42:01 GMT14/09/2020 14:42:01 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 14:33:00 GMT14/09/2020 14:33:00 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 14:24:55 GMT14/09/2020 14:24:55 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 14:17:57 GMT14/09/2020 14:17:57 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
14/09/2020 12:56:29 GMT14/09/2020 12:56:29 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync

 

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Re: Connection cutting out repeatedly

Hi MaryC11111, thanks for getting in touch - sorry for the delay getting back to you.

 

I'm also sorry for the problems you've had with your connection. There's certainly more failures there than we'd like to see however I wasn't able to run further checks using your forum details alone - so will need to get in touch via PM to confirm a few details & try to help further. 

Please look out for the purple envelope and we'll take it from there.

 

Tom 

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Re: Connection cutting out repeatedly

Thanks for getting back to us MaryC11111, I'm sorry that the hub replacement arranged previously hasn't helped - I've arranged a visit from a technician so this can be looked into further. Please find confirmation via your online account (virg.in/myVM) and let us know how that goes.

 

Tom 

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Re: Connection cutting out repeatedly


@Tom_F wrote:

Thanks for getting back to us MaryC11111, I'm sorry that the hub replacement arranged previously hasn't helped - I've arranged a visit from a technician so this can be looked into further. Please find confirmation via your online account (virg.in/myVM) and let us know how that goes.

 

Tom 


why would anyone expect the replacement of the hub to solve the problem - if this was arranged via pm are we now getting as bad as offshore on this line of - change the hub to fix things

ok it was a SH2 and VM's policy is to change them - i cannot argue against that policy but not as a fix to 'other' problems - it just kicks the can down the road for the next 'bright' idea 

whilst the upstream levels are ok they are no more than that - that surely should have been the 1st thing to look at

and what about the pre rs errors on a few channels - changing the hub will not help them

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Tony
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Re: Connection cutting out repeatedly

I didn't arrange the hub replacement @-tony-

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Re: Connection cutting out repeatedly

@Tom_F - my apologies Tom for jumping to the wrong conclusion

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