Virgin Media Community

[chipbutty]

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

1	267000000	4.4	38	256 qam	17
2	203000000	4	37	256 qam	9
3	211000000	4	37	256 qam	10
4	219000000	4	38	256 qam	11
5	227000000	3.9	37	256 qam	12
6	235000000	3.9	38	256 qam	13
7	243000000	3.7	38	256 qam	14
8	251000000	3.7	38	256 qam	15
9	259000000	3.9	37	256 qam	16
10	275000000	4.1	38	256 qam	18
11	283000000	4.1	38	256 qam	19
12	291000000	4.4	38	256 qam	20
13	299000000	4.8	37	256 qam	21
14	307000000	4.5	38	256 qam	22
15	315000000	4.5	38	256 qam	23
16	323000000	4.5	38	256 qam	24
17	331000000	4.4	37	256 qam	25
18	339000000	4.3	37	256 qam	26
19	347000000	4.3	38	256 qam	27
20	355000000	4	37	256 qam	28
21	363000000	3.7	38	256 qam	29
22	371000000	3.7	37	256 qam	30
23	379000000	3.5	37	256 qam	31
24	387000000	3.4	38	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	591812	37633
2	Locked	37.6	722814	35697
3	Locked	37.3	650972	25015
4	Locked	38.9	613229	24294
5	Locked	37.3	659102	25366
6	Locked	38.2	706877	27387
7	Locked	38.6	704311	26196
8	Locked	38.6	655772	24800
9	Locked	37.6	520133	24332
10	Locked	38.6	340848	22850
11	Locked	38.6	291767	23220
12	Locked	38.6	232757	24019
13	Locked	37.6	186646	23491
14	Locked	38.6	119190	23485
15	Locked	38.6	83878	22192
16	Locked	38.6	83192	22264
17	Locked	37.6	112037	22918
18	Locked	37.6	145409	23760
19	Locked	38.6	134060	24380
20	Locked	37.6	104112	21636
21	Locked	38.6	58690	21443
22	Locked	37.6	41303	20503
23	Locked	37.3	40390	19522
24	Locked	38.6	43847	20357

[chipbutty]

Refresh data

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

1	25800000	39.3	5120	64 qam	4
2	32600000	39.3	5120	64 qam	3
3	39400000	39.3	5120	64 qam	2
4	46200000	39.8	5120	64 qam	1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	0	0

[chipbutty]

Network Log

Time Priority Description

15/02/2021 12:38:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:37:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:37:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:37:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:37:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:36:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:36:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:36:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:36:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:30:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:30:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:30:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:30:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:25:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:22:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[chipbutty]

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.

[jbrennand]

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

[chipbutty]

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.

[chipbutty]

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

1	Locked	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

[chipbutty]

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.

[chipbutty]

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

[BrianY]

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