Constant connection dropouts on both Ethernet and Wifi

[Wymer]

Since Wednesday there have been contestant dropouts, usually in the evening but have also been disconnecting all morning (06/06/2021) also.

Not sure what to post, but below are some stats.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	139000000	12	40	256 qam	1
2	147000000	12.1	40	256 qam	2
3	155000000	12	40	256 qam	3
4	163000000	12	40	256 qam	4
5	171000000	11.5	40	256 qam	5
6	179000000	11.5	40	256 qam	6
7	187000000	11.5	40	256 qam	7
8	195000000	11.6	40	256 qam	8
9	203000000	11.5	40	256 qam	9
10	211000000	11.4	40	256 qam	10
11	219000000	11.5	40	256 qam	11
12	227000000	11.3	40	256 qam	12
13	235000000	11.5	40	256 qam	13
14	243000000	11	40	256 qam	14
15	251000000	11.1	40	256 qam	15
16	259000000	9.9	40	256 qam	16
17	267000000	10	40	256 qam	17
18	275000000	10.4	40	256 qam	18
19	283000000	11.5	40	256 qam	19
20	291000000	11.4	40	256 qam	20
21	299000000	12.1	40	256 qam	21
22	307000000	12	40	256 qam	22
23	315000000	12.5	40	256 qam	23
24	323000000	12.3	38	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	4562	9662
2	Locked	40.3	4549	11779
3	Locked	40.3	4263	10632
4	Locked	40.3	3917	8978
5	Locked	40.9	3799	10668
6	Locked	40.3	3870	9566
7	Locked	40.9	3693	5806
8	Locked	40.3	2998	7394
9	Locked	40.9	2969	10807
10	Locked	40.3	3150	11589
11	Locked	40.9	2991	9902
12	Locked	40.3	2910	6300
13	Locked	40.3	2923	6026
14	Locked	40.9	2844	5820
15	Locked	40.3	2861	4720
16	Locked	40.3	2555	3918
17	Locked	40.3	2464	4605
18	Locked	40.3	2448	5025
19	Locked	40.9	2480	4002
20	Locked	40.3	2256	3732
21	Locked	40.9	2247	3130
22	Locked	40.3	2063	4328
23	Locked	40.3	2198	4437
24	Locked	38.9	2191	3802

Upstream bonded channels

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

1	60300000	45.5	5120	64 qam	1
2	46200000	45.3	5120	64 qam	3
3	39400000	45.5	5120	64 qam	4
4	53700000	45.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Service status, number and website both say everything is ok in my area. Any ideas?

[Wymer]

Logs (after rebooting about an hour ago) below if they are any help:

Downstream bonded channels

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

1	331000000	7.4	38	256 qam	25
2	203000000	3	38	256 qam	9
3	211000000	1.9	38	256 qam	10
4	219000000	2.7	38	256 qam	11
5	227000000	4	37	256 qam	12
6	235000000	4.5	40	256 qam	13
7	243000000	4.1	38	256 qam	14
8	251000000	4.5	38	256 qam	15
9	259000000	4.8	38	256 qam	16
10	267000000	4.3	38	256 qam	17
11	275000000	5	38	256 qam	18
12	283000000	5.5	40	256 qam	19
13	291000000	6	40	256 qam	20
14	299000000	7	38	256 qam	21
15	307000000	6.8	38	256 qam	22
16	315000000	6.1	38	256 qam	23
17	323000000	6.6	38	256 qam	24
18	339000000	7.5	38	256 qam	26
19	347000000	7.4	38	256 qam	27
20	355000000	7.9	38	256 qam	28
21	363000000	9	38	256 qam	29
22	371000000	8.8	38	256 qam	30
23	379000000	7.3	37	256 qam	31
24	387000000	6.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	13040	37137
2	Locked	38.6	17990	68276
3	Locked	38.9	18277	70946
4	Locked	38.6	17321	69919
5	Locked	37	16392	62262
6	Locked	40.3	16088	61723
7	Locked	38.9	16177	62101
8	Locked	38.9	16152	55144
9	Locked	38.9	15342	45072
10	Locked	38.9	15012	46799
11	Locked	38.9	15200	50852
12	Locked	40.3	14968	48328
13	Locked	40.3	14318	44356
14	Locked	38.9	14358	36636
15	Locked	38.9	13633	42051
16	Locked	38.9	14034	46807
17	Locked	38.9	13585	43539
18	Locked	38.9	12946	40869
19	Locked	38.9	13298	48481
20	Locked	38.9	13923	40810
21	Locked	38.9	13932	27745
22	Locked	38.6	13391	27818
23	Locked	37.6	13683	32500
24	Locked	38.6	13548	31262

[Wymer]

1	60300000	48.8	5120	64 qam	1
2	46200000	45	5120	64 qam	3
3	39400000	46.3	5120	64 qam	4
4	53700000	47.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log

Time Priority Description

11/08/2021 21:39:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:39:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:38:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:38:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:36:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:36:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:35:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:35:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:35:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:35:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:35:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 21:35:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 20:56:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 20:56:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 20:56:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 20:56:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 20:56:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 20:56:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 20:56:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 20:56:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Power levels look fine but the PostRS errors are horrendous! COuld be noise ingress somewhere!

[Wymer]

Is there something I can do about that, or is that something an engineer would have to sort?

[jbrennand]

Will need a Tech visit.

Call it and see what they say. A VM person will respond here but it can take a day or two.

[Kath_F]

Hi Wymer, 

Thanks for coming back to us and updating us on things. I'm really sorry to hear the problems have returned. I'd also like to say a quick thank you to our VIP's for the helpful advice they provided while you were waiting for us to pick up the thread. 🙂

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,

[Kath_F]

Hi Wymer,

 
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 Just go to My Account > Track your orders.

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.
 

[Wymer]

Good afternoon,

Thank you for organising the engineer visit. The engineer came and replaced the hub with another hub, and the internet was fine for the last week and today dropouts have started again.

I've set up a BQM if that is any help at all: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2f40012d5b7bf7680498a81f0296aa7cfb...

Below are stats from the new hub: 

Downstream bonded channels

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

1	331000000	11	38	256 qam	25
2	203000000	9.8	40	256 qam	9
3	211000000	9.8	40	256 qam	10
4	219000000	9.6	40	256 qam	11
5	227000000	9.6	40	256 qam	12
6	235000000	9.5	40	256 qam	13
7	243000000	9.5	40	256 qam	14
8	251000000	9	40	256 qam	15
9	259000000	8.1	40	256 qam	16
10	267000000	8.4	40	256 qam	17
11	275000000	9.1	40	256 qam	18
12	283000000	9.3	40	256 qam	19
13	291000000	9.5	40	256 qam	20
14	299000000	9.6	40	256 qam	21
15	307000000	10	40	256 qam	22
16	315000000	10.3	40	256 qam	23
17	323000000	10.5	40	256 qam	24
18	339000000	11.1	38	256 qam	26
19	347000000	11.6	38	256 qam	27
20	355000000	11.9	38	256 qam	28
21	363000000	11.6	38	256 qam	29
22	371000000	11	38	256 qam	30
23	379000000	10	38	256 qam	31
24	387000000	9.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	12841	17044
2	Locked	40.3	16206	30459
3	Locked	40.3	16324	31842
4	Locked	40.3	15572	29708
5	Locked	40.3	14914	26870
6	Locked	40.9	14777	27460
7	Locked	40.3	15262	29306
8	Locked	40.9	15009	25520
9	Locked	40.9	14537	20554
10	Locked	40.3	14295	21282
11	Locked	40.3	14430	24908
12	Locked	40.9	14411	22978
13	Locked	40.9	13994	19781
14	Locked	40.3	13621	16711
15	Locked	40.3	13452	19200
16	Locked	40.9	13644	22327
17	Locked	40.9	13485	19806
18	Locked	38.6	12811	18259
19	Locked	38.9	13204	22405
20	Locked	38.9	13225	19911
21	Locked	38.9	13174	13418
22	Locked	38.6	12640	13747
23	Locked	38.6	12925	15498
24	Locked	38.9	13114	14865

[Wymer]

Upstream bonded channels

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

1	60300000	42.5	5120	64 qam	1
2	46200000	41.5	5120	64 qam	3
3	39400000	41.8	5120	64 qam	4
4	53700000	42	5120	64 qam	2

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	0	0

Network Log

Time Priority Description

24/08/2021 14:52:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:52:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:51:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:51:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:28:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:28:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:28:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:28:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 14:17:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thank you

[Travis_M]

Hi @Wymer

Thanks for posting on our community forum!

How is your connection performing today? Could you perform a reboot for me so I can review the power and signal levels after this?

Let me know once done.

Regards