Virgin Media Community

[boryssts]

Dear Sir/Madam,

For the last few weeks our network has been degrading, from dropped speeds to infrequent loss of the network. However, over the last two weeks to connection became very unstable to the point it will reset a few times in a single hour. Rebooting the Hub or resetting to the factory setting does not help.

Please have a look at the graphs.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/186d04a189206dfc6cb742b6075838d6c01357b9-27-05-2022

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	202750000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	202750000	3.5	38	256 qam	9
2	210750000	3.5	38	256 qam	10
3	218750000	3.2	38	256 qam	11
4	226750000	2.7	38	256 qam	12
5	234750000	3	38	256 qam	13
6	242750000	2.9	38	256 qam	14
7	250750000	3	38	256 qam	15
8	258750000	3.4	38	256 qam	16
9	266750000	3.7	38	256 qam	17
10	274750000	3.7	38	256 qam	18
11	282750000	4	38	256 qam	19
12	290750000	4.5	38	256 qam	20
13	298750000	5	38	256 qam	21
14	306750000	4.3	38	256 qam	22
15	314750000	4.1	38	256 qam	23
16	322750000	4.3	38	256 qam	24
17	330750000	4.3	38	256 qam	25
18	338750000	4.3	38	256 qam	26
19	346750000	4.6	38	256 qam	27
20	354750000	4.4	38	256 qam	28
21	362750000	4	38	256 qam	29
22	370750000	3.5	38	256 qam	30
23	378750000	3	38	256 qam	31
24	386750000	2.5	38	256 qam	32

Upstream bonded channels

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

1	39400000	45.3	5120	64 qam	6
2	46200000	45.3	5120	64 qam	5
3	25800000	45.5	5120	64 qam	8
4	32600000	45.5	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060+voc-b.cm

Primary Downstream Service Flow

SFID	84376
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Regards,

Sebastian Szczupak

[boryssts]

Please have a look at the graphs.

Network Log

Time	Priority	Description
27/05/2022 12:03:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 12:03:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 12:03:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 12:03:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:48	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:48	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 11:59:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

The logs have been taken after a full reset of all network equipment,  could a senior engineer review if there are issues with a local exchange or the installation to my premises?

Kind Regards,
Sebastian

[jbrennand]

Are you in modem mode or router mode? What equipment is connected to the Hub on ethernert cables.

Have you checked for any “known network faults”

1) Try the “check service,”Area status webpage" (link at top right of this forum) - then

2)Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers - or just you.

[boryssts]

Hi jbrennand,

Thank you for your suggestion, I had a double check on the area status and the phone number you provided,

So up to today, I was operating on the modem only with TP-Link mesh network using Archer C80 and RE505X, however, I turn VM to router back to prove the point to VM that its not my equipment fault and now the network is running HUB3.0 and it persistently loses connection(14:09:57,14:21:20,14:35:31,14:48:00,15:03:49 etc). Please see my life network monitoring banner in the first post.

The check service,” Area status webpage" return no issues on broadband, on tv it says "TV issue Red Button missing on Sky Sports Golf Channel 505. We are sorry about this, our engineers are looking at fixing this as soon as possible. ".

The  Service Status number 0800 561 0061 states no issues in the area.

[jbrennand]

The stats do look ok whilst the BQM is terrible. I think you need VM to take a look - they will respond here in a day or two.

In the meantime can you humour me and tonight just before bedtime, put the Hub into normal router mode and disconnect all ethernet cables from it. Check that the BQM is still running ok - as the i.p. address changes in modem and router modes (or do you have two BQM's going?) and leave it overnight and then see what the BQM looks like.

The one above shows lots of issues in the wee small hours - lets see in the morning if they remained or disappeared.

[boryssts]

Hi John,

So, right now Hub is running in normal router mode, the big red blip on the graph is the moment I turned everything off and swapped from TP-link to VM Hub.

I will disconnect everything before bedtime as I got only one wire to pull because the hub connects to the passive switch and I will post tomorrow's BQM graph. But the BQM has been running now for a few days and it's quite consistent with disconnects.

I only got one BQM running, I just changed the IP address in the BQMsettings.

VM is sending an engineer tomorrow morning to inspect the connection to my property and they asked me to present the graphs to the engineer. So, any tests I can do beforehand to assist with fault finding might be helpful for them.

Regards,

Sebastian

[newapollo]

---

@boryssts wrote:

I will disconnect everything before bedtime as I got only one wire to pull because the hub connects to the passive switch 

VM is sending an engineer tomorrow morning to inspect the connection to my property and they asked me to present the graphs to the engineer. So, any tests I can do beforehand to assist with fault finding might be helpful for them.

Regards,

Sebastian

---

Hi Sebastian,

Good luck with the engineer visit tomorrow.

What is the passive switch that the hub connects to?

[jbrennand]

As Dave has enquired.. switches have a bad record on this board of giving BQM problems when they fail 🙂

[boryssts]

Hi Gents,

So the model of the switch is tp-link TL-SG1008D, I am not convinced about the switch theory.

Because I am with VM for over a year now, at my current place and there were zero issues till late March. When I started to have first dropouts.

I am convinced something is failing as the dropouts are getting progressively more frequent, but I haven't discovered what. As you gents suggested isolating all equipment should help zero in.

Regards,

Sebastian

[legacy1]

If you run CMD
ping -t 194.168.4.100
and a speed test do you see dropped packets more or do the drops happen when idle?