Virgin Media Community

[Lycastus]

My problem:

I have been experiencing frequent brief loss of connection, ever since moving house (about 7 weeks ago). Frequency is irregular, anything from once or twice a day to ~10 times in a day. I've checked the hub logs and the drop-outs always coincide with RCS Partial Service, No Ranging Response received, and SYNC Timing Synchronization failure errors.

My setup:

• Hub 3.0 in Modem mode, with Asus RT-AC5300 router.
• Area reference: 26
• M350 Fibre Broadband

What I have tried so far:

• Replacing the co-ax cable from wall to Hub - I was originally using the cable I brought from our previous house, but have switched to using the one I was sent in the welcome pack when we moved in. Verified that the cable is firmly pushed in all the way.
• Rebooting the Hub.
• Factory reset (pinhole) reset of the Hub.

My logs etc:

BQM graphs, both from today and live link - note how the recent dropouts line up with the errors in the logs below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d173fef4753b0f62a194066290f24c425c...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7bec179d9d4c01c49dc462df9e37dfc7e0...

Hub logs to follow due to post character limit!

[Lycastus]

Network Log

Time	Priority	Description
28/01/2021 14:04:46	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 14:04:30	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 13:11:13	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 13:11:11	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 13:10:56	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 13:05:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 13:00:38	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:59:47	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:52:29	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:52:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:52:10	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:52:8	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:52:6	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:51:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:50:14	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:50:12	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:50:11	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:50:10	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:50:9	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 12:50:9	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Status

Item	Status	Comments
Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

[Lycastus]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	6.3	38	256 qam	25
2	203000000	6.6	38	256 qam	9
3	211000000	6.5	38	256 qam	10
4	219000000	6.6	38	256 qam	11
5	227000000	6.6	38	256 qam	12
6	235000000	6.6	38	256 qam	13
7	243000000	6.1	38	256 qam	14
8	251000000	6.1	38	256 qam	15
9	259000000	6.1	38	256 qam	16
10	267000000	6.8	38	256 qam	17
11	275000000	6.3	38	256 qam	18
12	283000000	6.3	38	256 qam	19
13	291000000	6	38	256 qam	20
14	299000000	6.5	37	256 qam	21
15	307000000	6.5	38	256 qam	22
16	315000000	6.5	38	256 qam	23
17	323000000	6.4	38	256 qam	24
18	371000000	6.6	38	256 qam	26
19	379000000	6.5	38	256 qam	27
20	387000000	7	38	256 qam	28
21	395000000	7.3	38	256 qam	29
22	403000000	7.1	38	256 qam	30
23	411000000	7.1	38	256 qam	31
24	419000000	6.9	38	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	741369	521918
2	Locked	38.6	932386	1079839
3	Locked	38.9	928735	1026755
4	Locked	38.9	905982	968620
5	Locked	38.6	893877	921630
6	Locked	38.9	915801	887686
7	Locked	38.6	906612	836276
8	Locked	38.6	877187	784135
9	Locked	38.6	864401	752277
10	Locked	38.9	866591	743906
11	Locked	38.6	861156	704983
12	Locked	38.6	844173	662242
13	Locked	38.9	838132	637783
14	Locked	37.6	851061	627516
15	Locked	38.6	806114	597365
16	Locked	38.6	776012	570309
17	Locked	38.6	770353	553903
18	Locked	38.9	683420	446135
19	Locked	38.6	676159	431420
20	Locked	38.6	663489	416561
21	Locked	38.6	647341	394501
22	Locked	38.9	641529	385550
23	Locked	38.6	640353	380149
24	Locked	38.9	636184	376265

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	51	5120	64 qam	1
2	39400000	51	5120	64 qam	4
3	46200000	51	5120	64 qam	3
4	53700000	51	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	45	0
2	ATDMA	0	0	39	0
3	ATDMA	0	0	41	0
4	ATDMA	0	0	32	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	1187494
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	1187493
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Any help would be most appreciated, especially from a Virgin expert!

[Lycastus]

This seemed to improve over the last couple of weeks, although still seeing occasional drops. But today we lost connection completely and had to factory reset the hub before it would come back.