Virgin Media Community

[JJ7]

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 19:28:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:28:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:11:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:11:3	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:08:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:08:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:52:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:52:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:48:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:47:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:43:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:43:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:38:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:38:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:32:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:31:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:22:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:22:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:21:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:21:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[tehwolf]

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. 

[JJ7]

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

1	53699954	44.3	5120	64 qam	2
2	39399993	42.8	5120	64 qam	4
3	46200004	44.3	5120	64 qam	3
4	60299996	44.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[JJ7]

Downstream bonded channels

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

1	331000000	1.7	38	256 qam	25
2	251000000	1.2	38	256 qam	15
3	259000000	0.7	38	256 qam	16
4	267000000	0.7	38	256 qam	17
5	275000000	0.5	38	256 qam	18
6	283000000	0.7	38	256 qam	19
7	291000000	0.7	38	256 qam	20
8	299000000	0.7	38	256 qam	21
9	307000000	0.9	38	256 qam	22
10	315000000	0.9	39	256 qam	23
11	323000000	1.5	38	256 qam	24
12	339000000	1.5	38	256 qam	26
13	347000000	1.7	39	256 qam	27
14	355000000	1.2	38	256 qam	28
15	363000000	1.7	38	256 qam	29
16	371000000	1.5	38	256 qam	30
17	379000000	1.4	39	256 qam	31
18	387000000	1.4	38	256 qam	32
19	395000000	0.9	40	256 qam	33
20	403000000	1.2	40	256 qam	34
21	411000000	0.9	38	256 qam	35
22	419000000	1	38	256 qam	36
23	427000000	1	39	256 qam	37
24	435000000	0.7	38	256 qam	38

Downstream bonded channels

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

1	Locked	38.9	12078978	292552
2	Locked	38.9	17755835	389686
3	Locked	38.9	17040783	378152
4	Locked	38.6	16321932	365711
5	Locked	38.9	15615144	349747
6	Locked	38.6	14964415	336624
7	Locked	38.6	14529590	324000
8	Locked	38.6	13918012	305901
9	Locked	38.9	13320076	290261
10	Locked	39.3	12665341	280462
11	Locked	38.9	12332211	287630
12	Locked	38.9	11794884	283223
13	Locked	39.8	11366932	271398
14	Locked	38.9	10922731	254641
15	Locked	38.9	10432481	241420
16	Locked	38.6	10034637	231629
17	Locked	39.3	9648437	228388
18	Locked	38.9	9263896	224687
19	Locked	40.3	8868559	222566
20	Locked	40.3	8502800	219973
21	Locked	38.9	8151790	216983
22	Locked	38.9	7786416	219536
23	Locked	39.3	7489295	221999
24	Locked	38.9	7206079	216967

[tehwolf]

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. 

[JJ7]

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

1	Locked	38.6	787718	16143
2	Locked	38.9	1020244	18429
3	Locked	38.6	984002	17772
4	Locked	38.6	947820	17258
5	Locked	38.9	910679	16822
6	Locked	38.6	879383	16468
7	Locked	38.9	856207	16344
8	Locked	38.9	826364	15708
9	Locked	38.9	795543	14660
10	Locked	38.9	761870	14349
11	Locked	38.9	744770	14204
12	Locked	38.6	714815	14227
13	Locked	38.9	693872	14001
14	Locked	38.6	670919	13514
15	Locked	38.9	644780	12538
16	Locked	38.9	622487	12152
17	Locked	38.9	603160	12260
18	Locked	38.9	581748	11653
19	Locked	38.9	559499	12254
20	Locked	40.3	538683	11474
21	Locked	38.9	520148	11828
22	Locked	38.9	498061	11983
23	Locked	38.9	482641	11821
24	Locked	38.9	464856	11826

i will post another set of results in the morning.

thanks 

[JJ7]

Update:

Post RS errors as at 7:20 am 

Downstream bonded channels

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

1	331000000	1.5	38	256 qam	25
2	251000000	1	38	256 qam	15
3	259000000	0.5	38	256 qam	16
4	267000000	0.5	38	256 qam	17
5	275000000	0.5	38	256 qam	18
6	283000000	0.5	38	256 qam	19
7	291000000	0.7	38	256 qam	20
8	299000000	0.5	38	256 qam	21
9	307000000	0.7	38	256 qam	22
10	315000000	0.7	38	256 qam	23
11	323000000	1.4	38	256 qam	24
12	339000000	1.2	38	256 qam	26
13	347000000	1.5	39	256 qam	27
14	355000000	1	38	256 qam	28
15	363000000	1.5	38	256 qam	29
16	371000000	1.2	38	256 qam	30
17	379000000	1.2	40	256 qam	31
18	387000000	1.2	38	256 qam	32
19	395000000	0.7	40	256 qam	33
20	403000000	1.2	40	256 qam	34
21	411000000	0.7	38	256 qam	35
22	419000000	1	38	256 qam	36
23	427000000	0.9	39	256 qam	37
24	435000000	0.7	38	256 qam	38

Downstream bonded channels

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

1	Locked	38.9	20101237	543989
2	Locked	38.6	29982878	717299
3	Locked	38.9	28700108	696391
4	Locked	38.9	27435473	675915
5	Locked	38.9	26189245	649757
6	Locked	38.9	25085523	629649
7	Locked	38.6	24296922	612298
8	Locked	38.6	23257223	587171
9	Locked	38.6	22222344	559411
10	Locked	38.9	21145040	541532
11	Locked	38.6	20544480	539172
12	Locked	38.6	19574622	530555
13	Locked	39.3	18885215	512612
14	Locked	38.9	18132593	486767
15	Locked	38.9	17306070	459674
16	Locked	38.9	16631520	442275
17	Locked	40.3	15984255	433301
18	Locked	38.9	15365168	428158
19	Locked	40.3	14687395	425682
20	Locked	40.3	14057092	416246
21	Locked	38.9	13509117	412316
22	Locked	38.9	12906914	415413
23	Locked	39.3	12442540	416815
24	Locked	38.9	11981975	412653

[tehwolf]

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

[JJ7]

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 

[Natalie_L]

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,