Flaky connection - Belfast - Intermittent

[andy1027]

Moved home recently this year and took our VM kit with us as per the moving home process. We've had a good connection using the Super Hub 3 (in Modem mode). In the last two weeks we have noticed the connection to be flaky and has dropped out completely at times. We have rebooted our kit several times and checked the connections on all the cabling.

I took a look at the power levels on the super hub and have had a BB monitor running for the last few days to try and get a look on this. 

Would be grateful for a forum moderator to run some tests on our line to ascertain if we need a technician to visit. Thank you

See below BB snapshot graph and stats from the modem.

SUPER HUB 3.0 (Modem Mode)

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	203000000	9.1	40	256 qam	9
2	139000000	8.8	37	256 qam	1
3	163000000	10.4	40	256 qam	4
4	171000000	10.5	40	256 qam	5
5	195000000	9.5	40	256 qam	8
6	227000000	9.1	40	256 qam	12
7	235000000	9.5	40	256 qam	13
8	243000000	9.5	40	256 qam	14
9	251000000	10	40	256 qam	15
10	275000000	10.8	40	256 qam	18
11	283000000	11.5	40	256 qam	19
12	307000000	12.1	38	256 qam	22
13	315000000	11.9	40	256 qam	23
14	331000000	11.9	40	256 qam	25
15	339000000	11.5	40	256 qam	26
16	347000000	11.5	40	256 qam	27
17	355000000	11.4	40	256 qam	28
18	363000000	11.4	40	256 qam	29
19	371000000	11.3	40	256 qam	30
20	379000000	10.9	38	256 qam	31
21	387000000	11.6	40	256 qam	32
22	395000000	12	40	256 qam	33
23	403000000	12.3	40	256 qam	34
24	419000000	12.4	40	256 qam	36

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	4376587	979414
2	Locked	37.6	5606647	2738070
3	Locked	40.3	3649776	1663622
4	Locked	40.3	3666532	1477538
5	Locked	40.3	3604484	1045672
6	Locked	40.3	3349111	627535
7	Locked	40.3	3272514	547070
8	Locked	40.3	3186905	473055
9	Locked	40.3	3097264	413716
10	Locked	40.3	2783774	256886
11	Locked	40.3	2679305	220738
12	Locked	38.9	2361308	132667
13	Locked	40.3	2245594	111520
14	Locked	40.9	2044959	82102
15	Locked	40.3	1961773	71707
16	Locked	40.9	1834799	58936
17	Locked	40.3	1746267	51260
18	Locked	40.3	1712543	47918
19	Locked	40.3	1553984	37356
20	Locked	38.9	1494439	33636
21	Locked	40.3	1431158	30873
22	Locked	40.3	1328795	26236
23	Locked	40.3	1201483	19707
24	Locked	40.3	1117144	18647

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49600000	45.3	5120	64 qam	1
2	23600000	46	5120	64 qam	5
3	30100000	46	5120	64 qam	4
4	36600000	45	5120	64 qam	3
5	43100000	46.5	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	4	0
2	ATDMA	0	0	14	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	7	0
5	ATDMA	0	0	3	0

[andy1027]

Network Log

Time	Priority	Description
02/10/2024 21:07:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 20:18:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 18:54:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 18:38:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:47:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:46:56	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:45:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:45:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:45:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:45:16	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:44:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:44:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:44:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:44:23	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:43:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:43:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:43:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:42:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:42:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2024 13:42:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	rkldJKDHSUBsgvca69834ncxv

Primary Downstream Service Flow

SFID	31122
Max Traffic Rate	143750047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	31119
Max Traffic Rate	22000047
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[legacy1]

Looks like upstream noise they will likely say its downstream power and fix that and you still have problems

[andy1027]

I'm disappointed a forum moderator has not yet responded

[andy1027]

 

[carl_pearce]

It can take several hours to a week for a reply from VM, however, they may not have access to your account and HUB to troubleshoot since you are based in Belfast.

[andy1027]

I'm unclear why you might think being based in Belfast means they don't have access to our account. They have helped me before. 

[carl_pearce]

---

@andy1027 wrote:

I'm unclear why you might think being based in Belfast means they don't have access to our account. They have helped me before. 

---

Because it has come up several times in the past.

Example:

https://community.virginmedia.com/t5/Forum-Archive/Support-Ireland/m-p/4953691

Maybe just ROI that isn't covered.

[Paul_DN]

Hi andy1027,

Thank you for taking the time to contact us Via our community and welcome back, sorry for any confusion around your location and whether we can help, it is only the Republic of Ireland which is part of Virgin IE we cannot access.

Sorry to see you have been facing some connection issues recently, have you been able to speak to us?

Regards

Paul.