on 18-07-2021 11:57
For the past few days I have had my WiFi drop out intermittently. It's only for around 5-20 seconds at a time but it's once or twice per hour. At the moment there's two of use working from home and on calls so it's far from ideal.
After doing a few router resets and completely turning the router off overnight I'm still having these issues. After checking the Network log I have found that the router is reporting a couple of the same errors, these being; "RCS Partial Service" and also "SYNC Timing Synchronization failure - Loss of Sync".
Does anyone have a fix or at least an idea of what is causing this? It makes it difficult to work and I'm a little fed up of apologising to colleagues at this point, plus it's a major pain while playing online games as it usually disconnects me from the server.
on 19-07-2021 06:58
As a start, pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.
Then we can check for any obvious problems with power, noise or error counts. Ideally do this after the hub has been running for a good few hours, ideally when you actually observe problems of speed or latency. Reason for that is the hub's error counters are zeroed when it is rebooted, and at this stage we do want to see if the hub is racking up errors.
I assume you've checked all coax connections are finger tight, and rebooted the hub during earlier attempts to resolve?
on 19-07-2021 19:23
Hi Andrew,
Thanks for replying the Downstream and Upstream logs are as follows:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 515000000 | 4.3 | 38 | 256 qam | 36 |
2 | 235000000 | 9.9 | 37 | 256 qam | 13 |
3 | 243000000 | 9.4 | 36 | 256 qam | 14 |
4 | 251000000 | 8.6 | 36 | 256 qam | 15 |
5 | 259000000 | 9 | 36 | 256 qam | 16 |
6 | 267000000 | 9 | 36 | 256 qam | 17 |
7 | 275000000 | 9.3 | 37 | 256 qam | 18 |
8 | 283000000 | 8.6 | 37 | 256 qam | 19 |
9 | 291000000 | 8.5 | 37 | 256 qam | 20 |
10 | 299000000 | 8.8 | 36 | 256 qam | 21 |
11 | 307000000 | 9.4 | 37 | 256 qam | 22 |
12 | 315000000 | 9 | 37 | 256 qam | 23 |
13 | 323000000 | 8.5 | 37 | 256 qam | 24 |
14 | 331000000 | 8.5 | 37 | 256 qam | 25 |
15 | 339000000 | 8.6 | 37 | 256 qam | 26 |
16 | 347000000 | 9.3 | 38 | 256 qam | 27 |
17 | 355000000 | 9 | 38 | 256 qam | 28 |
18 | 363000000 | 8.8 | 38 | 256 qam | 29 |
19 | 371000000 | 8 | 38 | 256 qam | 30 |
20 | 379000000 | 8.3 | 38 | 256 qam | 31 |
21 | 387000000 | 8 | 38 | 256 qam | 32 |
22 | 491000000 | 5.8 | 38 | 256 qam | 33 |
23 | 499000000 | 5.9 | 38 | 256 qam | 34 |
24 | 507000000 | 4.9 | 38 | 256 qam | 35 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 14302421 | 728712 |
2 | Locked | 37.3 | 274421 | 642418 |
3 | Locked | 36.6 | 485308 | 638418 |
4 | Locked | 36.3 | 773958 | 689208 |
5 | Locked | 36.3 | 709409 | 724352 |
6 | Locked | 36.6 | 659595 | 700820 |
7 | Locked | 37.6 | 704064 | 728005 |
8 | Locked | 37.3 | 660091 | 613967 |
9 | Locked | 37.3 | 720554 | 550343 |
10 | Locked | 36.6 | 1072795 | 635198 |
11 | Locked | 37.6 | 812585 | 599649 |
12 | Locked | 37.6 | 740979 | 625066 |
13 | Locked | 37.6 | 993988 | 662421 |
14 | Locked | 37.6 | 1170315 | 619227 |
15 | Locked | 37.3 | 1037079 | 625926 |
16 | Locked | 38.6 | 821090 | 592812 |
17 | Locked | 38.6 | 721792 | 615335 |
18 | Locked | 38.6 | 896501 | 615079 |
19 | Locked | 38.9 | 1267341 | 640309 |
20 | Locked | 38.9 | 1330653 | 657400 |
21 | Locked | 38.9 | 1155043 | 682652 |
22 | Locked | 38.6 | 4101685 | 843325 |
23 | Locked | 38.9 | 5531622 | 859715 |
24 | Locked | 38.6 | 8947132 | 873923 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53699991 | 37.3 | 5120 | 64 qam | 10 |
2 | 39400034 | 35.8 | 5120 | 64 qam | 12 |
3 | 46199988 | 35.8 | 5120 | 64 qam | 11 |
4 | 60299986 | 37.3 | 5120 | 64 qam | 9 |
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 | 1 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
All Connections and the Coax have been checked to make sure they're finger tight and the reboots seem not to have helped.
on 20-07-2021 07:22
Downstream's a mess - power levels all over the place and very high uncorrectable (post-RS) errors. I've marked that for staff to advise. If it's an area fault they can advise the estimated fix date, if it is unique to your connection they can book a technician for you.
on 20-07-2021 07:26
on 20-07-2021 08:35
Hi Blake_H,
Thanks for your post and welcome to the forums. It's really great having you on board with us although I am sorry to hear that you are having an issue with an intermittent connection.
As mentioned in the thread, it does look as though your power levels for the downstream are out so I would like to arrange for an engineer to come to take a look at this for you.
I just need to confirm the address to ensure we are booking the visit on the correct account.
I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Thanks,
on 21-07-2021 10:26
Hi Blake_H,
Thanks for coming back to via private message.
I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM
If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link.
Lets us know how the appointment goes.
Take care.