cancel
Showing results for 
Search instead for 
Did you mean: 

Constant drop outs and total packet loss

Bountybear72
Joining in

Hi all, 

been with VM for nearly 2 years and this issue only began recently,  Basically total loss of connection (wired and wireless) frequently occurring, you can see this in basic ping test run in windows CMD. i have a VM hub 3.0

I have engineer coming tomorrow but just wanted some advice that what i am seeing is not correct. below are my UPSTREAM, DOWNSTREAM and NETWORK logs and also my thinkbroadband monitor graphs. I should also point out i am in Modem mode and using a ASUS router. I have several ASUS routers and changing the router or actual VM Hub 3.0 as router makes no difference to the issue

Capture.JPG

DOWNSTREAM

Downstream bonded channels

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

12030000008.337256 qam9
22110000008.337256 qam10
3219000000837256 qam11
4227000000837256 qam12
52350000007.537256 qam13
62430000007.537256 qam14
7251000000737256 qam15
82590000006.837256 qam16
92670000006.437256 qam17
10275000000638256 qam18
112830000005.538256 qam19
122910000005.537256 qam20
132990000005.337256 qam21
143070000005.438256 qam22
15315000000637256 qam23
163230000006.637256 qam24
173310000006.637256 qam25
183390000007.337256 qam26
193470000007.537256 qam27
203550000007.837256 qam28
213630000007.637256 qam29
223710000007.837256 qam30
233790000007.637256 qam31
243870000007.537256 qam32



Downstream bonded channels

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

1Locked37.612223135404
2Locked37.612637136448
3Locked37.612736132656
4Locked37.613005131739
5Locked37.612955133431
6Locked37.613187133853
7Locked37.613344132979
8Locked37.613195134177
9Locked37.613664135185
10Locked38.613422132938
11Locked38.613909134385
12Locked37.614457132274
13Locked37.614699132731
14Locked38.614374133450
15Locked37.614830132848
16Locked37.615234132379
17Locked37.615063131479
18Locked37.616230131842
19Locked37.615974129145
20Locked37.615589131019
21Locked37.616018130543
22Locked37.616452129070
23Locked37.316730129153
24Locked37.616613127987

UPSTREAM

Upstream bonded channels

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

16030000028.8512064 qam1
22360000029.5512064 qam6
33260000029.3512064 qam5
44620000027.8512064 qam3
55370000028.5512064 qam2
63940000028.8512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000
6ATDMA0000

 

1 ACCEPTED SOLUTION

Accepted Solutions

gitty
Fibre optic

The network log by itself is not great, if you see that all the time without touching the coax. It looks like you are on RFoG (fiber to the home), so you have an R-ONU in front of the modem... Two places where the connection can go bad.

See where this Helpful Answer was posted

13 REPLIES 13

Bountybear72
Joining in

NETWORK logs

Network Log

Time Priority Description

26/05/2024 10:12:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 10:10:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 10:10:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 10:07:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 10:07:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:58:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:58:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:55:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:55:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:54:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:53:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:47:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:46:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:34:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:33:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:19:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 09:17:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 08:47:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 08:47:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 07:53:40Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Adduxi
Very Insightful Person
Very Insightful Person

Upstream power is too low, should be above 34.  Also a lot of PostRS errors, there should be ideally zero.  Possibly a fault in the area?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

those online tests only last a short span of time, and the fault is not always occurring as you will see from my think broadband graph. My own Ping test  run in CMD will show no packet loss for a while but eventually they will loose connection.
This is seriously affecting streaming services and video calls

Bountybear72_1-1716722895289.png

 

 

gitty
Fibre optic

The network log by itself is not great, if you see that all the time without touching the coax. It looks like you are on RFoG (fiber to the home), so you have an R-ONU in front of the modem... Two places where the connection can go bad.

caught it happening though. 

Bountybear72_0-1716724595775.png

Bountybear72_1-1716724639561.png

 

many thnx. hopefully the service engineer can diagnose and fix tomorrow. 

Did you have any luck with the engineer?  I am a new user joined today and just posted a few problems, one of which is very much the same as this one (though not as well documented as yours 😀 )

Bountybear72
Joining in

Hi all, The engineer (great guy really helpful) swapped out our hub 3 to a hub 5 and while things have improved (drop outs not as frequent) they are still happening and this is not acceptable for the service we are paying for. 

I have tried the Hub 5 in router mode and Modem Mode and in router mode the problem is slightly better but still not acceptable, 

I am tempted to think of saying unless this fault is resolved i want my contract cancelled and i will go to an openreach provider.  i am calling up again monday. Any Virgin company reps here i would really like to hear from you. 

my latest think broadband graph. 

Bountybear72_0-1717272752126.png

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000007.839QAM 25625
21470000008.239QAM 2562
31550000008.338QAM 2563
41630000009.538QAM 2564
51710000009.638QAM 2565
61790000009.838QAM 2566
7187000000100QAM 2567
8195000000938QAM 2568
92030000009.138QAM 2569
102110000009.537QAM 25610
112190000009.538QAM 25611
122270000009.339QAM 25612
132350000009.338QAM 25613
142430000009.138QAM 25614
152510000008.839QAM 25615
162590000008.739QAM 25616
172670000008.637QAM 25617
182750000008.439QAM 25618
192830000008.338QAM 25619
202910000008.238QAM 25620
212990000008.138QAM 25621
22307000000839QAM 25622
233150000007.838QAM 25623
243230000007.938QAM 25624
25339000000839QAM 25626
263470000008.338QAM 25627
273550000008.238QAM 25628
283630000008.339QAM 25629
293710000008.439QAM 25630
303790000008.338QAM 25631
313870000008.238QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked392991128
2Locked39110606
3Locked3880526
4Locked38125694
5Locked38178831
6Locked38154909
7Locked0132692
8Locked38132518
9Locked3874441
10Locked37105322
11Locked38138669
12Locked3970226
13Locked38108529
14Locked38116675
15Locked3970229
16Locked3946150
17Locked372741
18Locked3998321
19Locked3885231
20Locked38159449
21Locked3886334
22Locked39138423
23Locked3868111
24Locked3872151
25Locked397665
26Locked385020
27Locked38124263
28Locked39156291
29Locked398965
30Locked388365
31Locked385524

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked4211.12135672982

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000029.85120QAM 641
15370000029.55120QAM 642
24620000029.55120QAM 643
33940000029.85120QAM 644
43260000030.35120QAM 645
52360000030.85120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010
5ATDMA0000