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F010953554 - Frequent Partial Service / sync loss

mattj_uk
Dialled in

Horrendous time in the last week or so with dropouts. Some DS errors but "normal" overall. Nothing has changed in CPE environment or inside line of demarcation so most likely a cabinet issue.

F010953554 was opened when this started but resolution time keeps being pushed back, not clear if it is the same problem. Can one of the Forum team check this ticket and get back to me (either here or DM)?

BQM 

Many thanks,

Matt

 

1 ACCEPTED SOLUTION

Accepted Solutions

Hi there @mattj_uk, thanks for speaking with us today.

I'm glad the engineers have attended and have diagnosed an issue with the cabling, which seems to be the wrong cabling in this case.
As advised, let's monitor from both ends and hopefully this issue should now be cleared.

Let us know if you need anything else and we'll always assist.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


See where this Helpful Answer was posted

14 REPLIES 14

mattj_uk
Dialled in

Continuing drop-outs even after this fault has been cleared. Need some assistance please.

Updated BQM

Client62
Legend

If there is an issue in your street you may get an update from 0800 561 0061 - it is an automated service.

Hi there @mattj_uk 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have been facing these issues with your service, I have taken a look on my side and I cannot see anything that could be causing this. 

Can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc.
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum
 

I've already linked the BQM, latest is here

As you see lots of errors DS, I've also seen US QAM drop to 16QAM quite a bit.

Whenever this happens it's usually a cabinet problem. Last few times, a level 1 field engineer comes out, puts an attenuator on it and calls it fixed, which usually makes it worse, then a level 2 engineer comes out and says "they should never have put an attenuator on, it's a cabinet problem" and calls out networks. Can we please try and short-circuit this time-consuming dance this time? 

Downstream bonded channels

 

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

1202750000338256 qam9
22107500002.538256 qam10
32187500002.238256 qam11
42267500001.738256 qam12
52347500001.538256 qam13
62427500001.438256 qam14
72507500001.438256 qam15
82587500001.538256 qam16
9266750000138256 qam17
102747500000.238256 qam18
112827500000.938256 qam19
12290750000238256 qam20
132987500002.938256 qam21
143067500002.938256 qam22
15314750000338256 qam23
163227500003.538256 qam24
173307500004.138256 qam25
183387500004.538256 qam26
19346750000438256 qam27
203547500003.938256 qam28
21362750000438256 qam29
223707500003.738256 qam30
233787500003.738256 qam31
243867500003.538256 qam32



Downstream bonded channels

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

1Locked38.651333161730690
2Locked38.654271122002485
3Locked38.657504812351825
4Locked38.661194472760095
5Locked38.660696802961995
6Locked38.657771963059812
7Locked38.655128353287850
8Locked38.651652303187193
9Locked38.648907943022726
10Locked38.646083012869567
11Locked38.642154652582747
12Locked38.938098932231318
13Locked38.636177542018734
14Locked38.933905951769973
15Locked38.932133891637144
16Locked38.631438411472941
17Locked38.930100881426546
18Locked38.929288761338231
19Locked38.928673941213726
20Locked38.927797771144551
21Locked38.927813151071052
22Locked38.931255271011004
23Locked38.935042231016638
24Locked38.93348169941912

Upstream bonded channels

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

14960001142.8512064 qam1
22360006442.3512064 qam5
33009983842.3512064 qam4
44310004942.5512064 qam2
53660001842.3512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00250
2ATDMA00190
3ATDMA00620
4ATDMA0050
5ATDMA0020

 

Network Log

Time Priority Description

01/10/2023 21:19:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:54:38Warning!RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:53:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:53:37Warning!RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:53:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:53:5criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:53:5criticalRanging Request Retries exhausted;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:56criticalNo Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:40Warning!RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:36criticalNo Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:36Warning!RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:35criticalNo Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:34Warning!RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:32criticalNo Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:32criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:32criticalRanging Request Retries exhausted;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:25criticalNo Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:52:25Warning!RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:51:58criticalNo Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 18:51:58Warning!RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;

 

bqmbqm

Hi there @mattj_uk, thanks for reaching out to us on the Virgin Media community forums. 👋🏼

I'm sorry to hear about the issues with the internet service you are experiencing.
I will assist you on this and send a private message.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


mattj_uk
Dialled in

Yes, I answered the security questions and then you have not been in touch...

mattj_uk
Dialled in

Another BQM from today...

feb7b54c80f8c43e831a48830126b329d68c000f-05-10-2023