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JJ7
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Hub 3 internet dropping f

Hi,

I’ve been experiencing disconnects from devices on both wired and wireless since yesterday, we had virgin media installed in January and everything has been fine until now.

I have been in a few team meetings on zoom where the call would disconnect and reconnect 5 seconds later.

I’ve contacted the virgin media customer support number and the agent I spoke to stated that they will need to monitor my connection from their side for the next 72 hours, which I appreciate, however, as I’m working from home, I can’t afford to have the connection drop multiple times a day

 

any ideas why this is happening? Thanks in advance

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
53699954
Locked
Provisioning State
Online

 

Network Log

Time Priority Description

16/02/2021 19:28:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:28:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:11:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:11:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:08:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:08:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:52:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:52:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:48:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:47:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:43:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:43:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:38:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:38:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:32:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:31:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:22:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:22:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:21:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:21:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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tehwolf
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Re: Hub 3 internet dropping f

quite a few RCS partial service messages in your logs - can you also copy/paste the tables from the Upstream and Downstream tabs back to this thread.

probably worth setting up a BQM too - once set up, find the Live Graph and then click to create a Sharing Link - paste the link back here. 

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JJ7
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Re: Hub 3 internet dropping

Thanks for the reply tehwolf, please see information below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cab08adbfd0bcf0cb69577c9f0f1300469fa2135

Upstream bonded channels

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

15369995444.3512064 qam2
23939999342.8512064 qam4
34620000444.3512064 qam3
46029999644.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0010

 



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JJ7
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Re: Hub 3 internet dropping

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13310000001.738256 qam25
22510000001.238256 qam15
32590000000.738256 qam16
42670000000.738256 qam17
52750000000.538256 qam18
62830000000.738256 qam19
72910000000.738256 qam20
82990000000.738256 qam21
93070000000.938256 qam22
103150000000.939256 qam23
113230000001.538256 qam24
123390000001.538256 qam26
133470000001.739256 qam27
143550000001.238256 qam28
153630000001.738256 qam29
163710000001.538256 qam30
173790000001.439256 qam31
183870000001.438256 qam32
193950000000.940256 qam33
204030000001.240256 qam34
214110000000.938256 qam35
22419000000138256 qam36
23427000000139256 qam37
244350000000.738256 qam38



Downstream bonded channels

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

1Locked38.912078978292552
2Locked38.917755835389686
3Locked38.917040783378152
4Locked38.616321932365711
5Locked38.915615144349747
6Locked38.614964415336624
7Locked38.614529590324000
8Locked38.613918012305901
9Locked38.913320076290261
10Locked39.312665341280462
11Locked38.912332211287630
12Locked38.911794884283223
13Locked39.811366932271398
14Locked38.910922731254641
15Locked38.910432481241420
16Locked38.610034637231629
17Locked39.39648437228388
18Locked38.99263896224687
19Locked40.38868559222566
20Locked40.38502800219973
21Locked38.98151790216983
22Locked38.97786416219536
23Locked39.37489295221999
24Locked38.97206079216967
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tehwolf
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Re: Hub 3 internet dropping

so, no obvious problems with the upstream or downstream power levels, everything looks to be within spec there.

you are, however, seeing a lot of post-rs errors - can you reboot the hub and check that the post RS errors on the downstream have all reset to 0 (or close to it) and then watch how quickly they accumulate? (check after an hour or two, and again in the morning - re-post the downstream table to this thread).

there are also a lot of RCS partial service messages in the log - much too frequent - these indicate a channel dropping.. 

there's obviously *something* wrong here, but it will require a comment from VM.. given that everything is in spec from a power perspective, i reckon the helpdesk will tell you that everything looks OK - so let's see what the forum staff have to say about it.. (it can take 3- 5 days for them to get to your post.. so be patient)

your BQM is already showing issues - lots of spikes and lots of packet loss, but it will take some more time to get a proper picture of the connection - give it 24h for a full set of data. 

 

 

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JJ7
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Re: Hub 3 internet dropping

Thanks for the information, really appreciate it as I’m not too knowledgeable with internet connection/routers etc.

I have rebooted the router and checked the post RS errors - they are now showing as follows:

Downstream bonded channels

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

1Locked38.678771816143
2Locked38.9102024418429
3Locked38.698400217772
4Locked38.694782017258
5Locked38.991067916822
6Locked38.687938316468
7Locked38.985620716344
8Locked38.982636415708
9Locked38.979554314660
10Locked38.976187014349
11Locked38.974477014204
12Locked38.671481514227
13Locked38.969387214001
14Locked38.667091913514
15Locked38.964478012538
16Locked38.962248712152
17Locked38.960316012260
18Locked38.958174811653
19Locked38.955949912254
20Locked40.353868311474
21Locked38.952014811828
22Locked38.949806111983
23Locked38.948264111821
24Locked38.946485611826

 

i will post another set of results in the morning.

thanks 

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JJ7
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Re: Hub 3 internet dropping

Update:

Post RS errors as at 7:20 am 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13310000001.538256 qam25
2251000000138256 qam15
32590000000.538256 qam16
42670000000.538256 qam17
52750000000.538256 qam18
62830000000.538256 qam19
72910000000.738256 qam20
82990000000.538256 qam21
93070000000.738256 qam22
103150000000.738256 qam23
113230000001.438256 qam24
123390000001.238256 qam26
133470000001.539256 qam27
14355000000138256 qam28
153630000001.538256 qam29
163710000001.238256 qam30
173790000001.240256 qam31
183870000001.238256 qam32
193950000000.740256 qam33
204030000001.240256 qam34
214110000000.738256 qam35
22419000000138256 qam36
234270000000.939256 qam37
244350000000.738256 qam38



Downstream bonded channels

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

1Locked38.920101237543989
2Locked38.629982878717299
3Locked38.928700108696391
4Locked38.927435473675915
5Locked38.926189245649757
6Locked38.925085523629649
7Locked38.624296922612298
8Locked38.623257223587171
9Locked38.622222344559411
10Locked38.921145040541532
11Locked38.620544480539172
12Locked38.619574622530555
13Locked39.318885215512612
14Locked38.918132593486767
15Locked38.917306070459674
16Locked38.916631520442275
17Locked40.315984255433301
18Locked38.915365168428158
19Locked40.314687395425682
20Locked40.314057092416246
21Locked38.913509117412316
22Locked38.912906914415413
23Locked39.312442540416815
24Locked38.911981975412653

 

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tehwolf
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Re: Hub 3 internet dropping

Yeah, those errors are growing really quickly. Best guess is some sort of noise on your line (or potentially area...)

needs VM to comment.

Maybe worth checking the automated service line just to see if there’s a broader area issue...  0800 561 0061

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JJ7
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Re: Hub 3 internet dropping

Hi,

I’ve just rang the number and the only issue seems to be virgin TV in my area. 

hopefully a VM forum employee will see this and respond soon

 

Thanks 

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Natalie_L
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Re: Hub 3 internet dropping

Hi JJ7, 

 

Thank you for reaching out to us here on the Community. 

 

I am going to take a closer in to this for you but I will just need to confirm some details first. 

To do this, I will pop you over a private message and this will be available via the purple envelope on the top right of this page. 

 

Speak soon, 

Nat
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