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chipbutty
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Frequently losing internet connection

Hi - For several months now we have been losing our internet connection everyday. Often several times each day. I gather this is the best place to get help. I hope so! I'll post the relevant information below. Thanks for any help. 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12670000004.438256 qam17
2203000000437256 qam9
3211000000437256 qam10
4219000000438256 qam11
52270000003.937256 qam12
62350000003.938256 qam13
72430000003.738256 qam14
82510000003.738256 qam15
92590000003.937256 qam16
102750000004.138256 qam18
112830000004.138256 qam19
122910000004.438256 qam20
132990000004.837256 qam21
143070000004.538256 qam22
153150000004.538256 qam23
163230000004.538256 qam24
173310000004.437256 qam25
183390000004.337256 qam26
193470000004.338256 qam27
20355000000437256 qam28
213630000003.738256 qam29
223710000003.737256 qam30
233790000003.537256 qam31
243870000003.438256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.659181237633
2Locked37.672281435697
3Locked37.365097225015
4Locked38.961322924294
5Locked37.365910225366
6Locked38.270687727387
7Locked38.670431126196
8Locked38.665577224800
9Locked37.652013324332
10Locked38.634084822850
11Locked38.629176723220
12Locked38.623275724019
13Locked37.618664623491
14Locked38.611919023485
15Locked38.68387822192
16Locked38.68319222264
17Locked37.611203722918
18Locked37.614540923760
19Locked38.613406024380
20Locked37.610411221636
21Locked38.65869021443
22Locked37.64130320503
23Locked37.34039019522
24Locked38.64384720357
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chipbutty
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Re: Frequently losing internet connection

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12580000039.3512064 qam4
23260000039.3512064 qam3
33940000039.3512064 qam2
44620000039.8512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0020
4ATDMA0000
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chipbutty
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Re: Frequently losing internet connection

Network Log
Time Priority Description
15/02/2021 12:38:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:37:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:37:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:37:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:37:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:36:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:36:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:36:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:36:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:30:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:30:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:30:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:30:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:22:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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chipbutty
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Message 4 of 33
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Re: Frequently losing internet connection

Anyone? Is this not the best place to get help? I have seen other posts with the same problem in this forum and it seems VM have resolved issues. Thanks.

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jbrennand
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Message 5 of 33
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Re: Frequently losing internet connection

You didnt say - do you lose connectivity on ethernet cable connected devices or just on wifi connections - or both?

Can you do this to reset the RS error counts and get a BQM
______________________________________

Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.
________________________

If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
chipbutty
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Message 6 of 33
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Re: Frequently losing internet connection

Thanks John. We don't have any ethernet devices connected so it's hard to tell. I'll try switching the hub off and setup the BQM and report back.

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chipbutty
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Message 7 of 33
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Re: Frequently losing internet connection

Hi - I've had the BQM setup for a few days now. Link here:  We're still having the regular dropouts resulting in no internet for a few minutes each time. No surprise as this has been going on for months. This morning I turned the hub off for five minutes (you can see the red line in the BQM). Upon the hub restarting I checked the RS Errors and they're still there as can be seen below. Thanks for any help.

Downstream bonded channels

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

1Locked34.93489361582
2Locked33.44203865694
3Locked33.45399765736
4Locked33.44950164646
5Locked33.93875362407
6Locked33.93802562425
7Locked33.94431963920
8Locked33.85438764358
9Locked33.95218264189
10Locked344693362569
11Locked34.24047761111
12Locked34.43914261677
13Locked34.34708762159
14Locked34.25449662608
15Locked345796762454
16Locked34.35435762221
17Locked34.44299261792
18Locked34.93810860521
19Locked34.93800461579
20Locked34.93567461626
21Locked353360961797
22Locked35.53022259787
23Locked35.52884959212
24Locked35.52954059609
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chipbutty
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Message 8 of 33
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Re: Frequently losing internet connection

Today it has been appalling. Up and down constantly. This is not just the wifi, I noticed our phone goes down as well. Whether we're experiencing service outages issues (postcode is S26) on top of the issue I've highlighted here I don't know. I ran a check on the phone and it said there are no issues reported in my area.

BQM.PNG

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chipbutty
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Message 9 of 33
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Re: Frequently losing internet connection

Is anyone able to offer any advice please? Do I need to ring Virgin or can I get the required help here? It went down again a few minutes. Ran the test and it said we were likely suffering with interference. Checked all the cables. Thanks. Here's the link to the live BQM

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BrianY
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Message 10 of 33
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Re: Frequently losing internet connection

Has your hub had a power reset recently?
Both Pre RS Errors Post RS Errors are high, plus some power levels are marginal low.
l l l
34.9 34893 61582
2 Locked 33.4 42038 65694
3 Locked 33.4 53997 65736
4 Locked 33.4 49501 64646
5 Locked 33.9 38753 62407
6 Locked 33.9 38025 62425
7 Locked 33.9 44319 63920
8 Locked 33.8 54387 64358
9 Locked 33.9 52182 64189
10 Locked 34 46933 62569
11 Locked 34.2 40477 61111
12 Locked 34.4 39142 61677
13 Locked 34.3 47087 62159
14 Locked 34.2 54496 62608
15 Locked 34 57967 62454
16 Locked 34.3 54357 62221
17 Locked 34.4 42992 61792
18 Locked 34.9 38108 60521
19 Locked 34.9 38004 61579
20 Locked 34.9 35674 61626
21 Locked 35 33609 61797
22 Locked 35.5 30222 59787
23 Locked 35.5 28849 59212
24 Locked 35.5 29540 59609
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