Fluctuating broadband connection and dropouts PO4 area

[williaan]

Hello, 

My broadband has started dropping out several times a day recently.  Latest think broadband graphs show.  It's getting annoying as trying to WFH

Logged messages 

18/01/2022 09:29:51 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:29:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:29:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:24:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:24:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:23:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:23:3 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:22:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:22:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:20:54 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:20:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:19:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:18:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:17:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:17:10 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:17:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 09:17:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 1.9 37 256 qam 1
2 146750000 0.5 35 256 qam 2
3 154750000 1.4 36 256 qam 3
4 162750000 1.9 37 256 qam 4
5 170750000 1.4 37 256 qam 5
6 178750000 1.9 37 256 qam 6
7 186750000 2.2 36 256 qam 7
8 194750000 2.7 37 256 qam 8
9 202750000 2.9 37 256 qam 9
10 210750000 2.5 37 256 qam 10
11 218750000 2 37 256 qam 11
12 226750000 2.5 38 256 qam 12
13 234750000 2.4 37 256 qam 13
14 242750000 3.9 38 256 qam 14
15 250750000 4 37 256 qam 15
16 258750000 3.7 37 256 qam 16
17 266750000 4 37 256 qam 17
18 274750000 3.7 37 256 qam 18
19 282750000 4.5 38 256 qam 19
20 290750000 4.3 38 256 qam 20
21 298750000 5.4 38 256 qam 21
22 306750000 3.4 38 256 qam 22
23 314750000 4.9 38 256 qam 23
24 322750000 3.7 38 256 qam 24

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 121502512 44509321
2 Locked 35.7 154665734 21887717
3 Locked 36.6 78237381 34421585
4 Locked 37.3 128010519 62366725
5 Locked 37.3 30641790 17457541
6 Locked 37.6 97625629 32962648
7 Locked 36.6 53563241 16163185
8 Locked 37.6 10646530 1662060
9 Locked 37.3 8720541 1119096
10 Locked 37.3 6436886 161447
11 Locked 37.6 6534709 116804
12 Locked 38.6 7803869 559407
13 Locked 37.6 9350160 452498
14 Locked 38.9 5205089 88228
15 Locked 37.6 4027935 54340
16 Locked 37.6 5214282 146375
17 Locked 37.3 10914493 2204544
18 Locked 37.3 6572181 717035
19 Locked 38.2 3264153 103133
20 Locked 38.6 3200877 96199
21 Locked 38.6 7085625 1308323
22 Locked 38.6 5679539 626881
23 Locked 38.6 1535836 30845
24 Locked 38.9 2845140 39786

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53699889 50.5 5120 64 qam 6
2 60300000 50.5 5120 64 qam 5
3 46200000 50 5120 32 qam 7
4 39400000 50.3 5120 64 qam 8

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 47 0
2 ATDMA 0 0 54 0
3 ATDMA 0 0 79 0
4 ATDMA 0 0 64 0

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[Akua_A · Accepted solution]

Hi @williaan,

Welcome back to our community forums and sorry to hear you have been having dropouts on your service. I can understand this is not ideal when working from home and I want to best help. 

I have been able to access your account and your hub data seems fine. Since posting, has the service improved? If so how often are the dropouts and do they occur on both wired and wireless devices? 

Thanks,

[williaan]

Hi Akua,

In the last day or so the connection has been a lot better.  The superhub is in modem mode so wifi connectivity dropping won't be an issue.  This was more the WAN connection dropping, not internal LAN or wifi.

It had been a bit more stable on Thursday since the post, however on Friday I was resituating my router and noticed two cables joined.  Since removing the extra cable the power levels are a lot higher, so perhaps a combination of dodgy cable and something going on in the area was enough to cause it to go flaky.

Let's hope this is the case anyway.

Cheers.

Andy

[Robert_P]

Thanks for the update williaan and glad to hear the connection has improved. From looking at the connection and equipment all of the levels are showing as normal, monitor the connection and let us know if you need any further help.

Rob