Virgin Media Community

[fizz]

The last couple of days I have been suffering from this -

01-02-2023 10:09:54	critical	Cable Modem Reboot due to RG crash
31-01-2023 11:54:24	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 11:54:12	critical	Cable Modem Reboot due to RG crash
31-01-2023 09:37:17	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 09:37:06	critical	Cable Modem Reboot due to RG crash

Any advice would be welcome

[Adduxi]

Post the power levels, Pre and PostRS errors and network log from the Hub. Once done we can comment.

[fizz]

Downstream bonded channels

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

1	139000000	3.7	39	QAM 256	1
2	147000000	3.4	39	QAM 256	2
3	155000000	3.2	39	QAM 256	3
4	163000000	2.9	39	QAM 256	4
5	171000000	2.5	39	QAM 256	5
6	179000000	2.2	39	QAM 256	6
7	187000000	2	39	QAM 256	7
8	195000000	1.8	39	QAM 256	8
9	203000000	1.6	39	QAM 256	9
10	211000000	1.6	39	QAM 256	10
11	219000000	1.5	39	QAM 256	11
12	227000000	1.3	39	QAM 256	12
13	235000000	1	39	QAM 256	13
14	243000000	0.8	39	QAM 256	14
15	251000000	0.5	39	QAM 256	15
16	259000000	0.4	39	QAM 256	16
17	267000000	0.2	39	QAM 256	17
18	275000000	0.1	39	QAM 256	18
19	283000000	0.1	39	QAM 256	19
20	291000000	0.1	39	QAM 256	20
21	299000000	0.2	39	QAM 256	21
22	307000000	0.2	39	QAM 256	22
23	315000000	0.3	39	QAM 256	23
24	323000000	0.5	39	QAM 256	24
25	331000000	0.6	39	QAM 256	25
26	339000000	0.7	39	QAM 256	26
27	347000000	0.9	39	QAM 256	27
28	355000000	0.9	39	QAM 256	28
29	363000000	0.9	39	QAM 256	29
30	371000000	0.8	39	QAM 256	30
31	379000000	0.5	39	QAM 256	31

Downstream bonded channels

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

1	Locked	39	0	0
2	Locked	39	0	0
3	Locked	39	0	0
4	Locked	39	0	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	39	0	0
10	Locked	39	0	0
11	Locked	39	0	0
12	Locked	39	0	0
13	Locked	39	0	0
14	Locked	39	0	0
15	Locked	39	0	0
16	Locked	39	0	0
17	Locked	39	0	0
18	Locked	39	0	0
19	Locked	39	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	39	0	0
23	Locked	39	0	0
24	Locked	39	0	0
25	Locked	39	0	0
26	Locked	39	0	0
27	Locked	39	0	0
28	Locked	39	0	0
29	Locked	39	0	0
30	Locked	39	0	0
31	Locked	39	0	0

Upstream bonded channels

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

0	49600000	44	5120	QAM 64	1
1	43100000	43.5	5120	QAM 64	2
2	36600000	43.5	5120	QAM 64	3
3	30100000	43.3	5120	QAM 64	4
4	23600000	42.5	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

This is all I have on the network log prior to my reboot.... 

01-02-2023 10:10:06	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 10:09:54	critical	Cable Modem Reboot due to RG crash
31-01-2023 11:54:24	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 11:54:12	critical	Cable Modem Reboot due to RG crash
31-01-2023 09:37:17	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 09:37:06	critical	Cable Modem Reboot due to RG crash
29-01-2023 13:56:12	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-01-2023 13:56:01	critical	Cable Modem Reboot due to power button reset
15-01-2023 13:38:24	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[fizz]

Also when I do a hub test on the status pages I get back -

Looks like there’s still an issue with your connection

We’re looking into it. Check back here after 21 hours and if there’s still an issue we’ll help you book a technician.

[Molly_T]

Hi Fizz 👋 welcome back to the community! Thank you for posting. 

Sorry to hear about these issues with your Hub 5. I've had a quick look on our systems and it does look as though you have had quite a few disconnections over the past 5 days. I will send you a PM now to confirm a few details and get a technician booked out! You can find this in the top right corner of the page in your Inbox. 

We can then return to this public thread with an update when possible!

Thank you for your patience in the meantime. Wishing you all the best 🌞

[fizz]

Hi @Molly_T have replied. The disconnections are probably me rebooting lots because the status checker has told me to??!!! I have not had the RG crash since Tuesday but if you are seeing something different your end then see my message.

[snout]

hey Fizz , let me know what happens next pal. very interested in this as it's happening to me over the last 4days now. I've reported it in and VM monitoring to see what happens over the next 24 hours. I'm see that RG crash in my log several times now. I carry out a power cycle then it appears to run ok again. However I don't know how long this is going last. had several drops yesterday. so far just the two times today🤷

[fizz]

Not had any drops since I did a power off reboot three days ago or since Tuesday after I rebooted after rhe third rg crash. Strongly no response to my pm reply (within minutes of rhe forum post and pm message) to them with all my details and the disconnects being me rebooting....

Sounds like you have had more luck at least you got through to someone. I don't think there is an issue now to be honest. It's either an update that has not worked correcr or needs a full reboot or something going on in my area.

[fizz]

l no reply from Molly T and another Cable Modem Reboot due to RG crash error today at 10:03 a week after the last one.  @snout any luck with your problem report

[snout]

no mate. still same here . had a couple more yesterday and today. not as frequently but still happening. could only get the bot on VM 🤦