Intermidiate network, conection drops frequently between 30minutes 60minutes

[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]

Hi Dave,

The Coaxial cable and all splitters as supplied by VM, I had an engineer inspect the connection and cables on Saturday and there weren't any issues with the cable(the engineer had replaced the hub3), however, my broadband and TV keep disconnecting multiple times within an hour and it is getting a little bit under my skin(no faults reported in my area).

However, I will check the cables again just as a sanity check.

Kind Regards,

Sebastian

[Hayley_S]

Hello @boryssts,

Welcome, thanks for posting.

I am sorry for the issue with your Network.

I can see that you have an engineer booked, please do let us know how it goes.

If this appointment is missed there will be a £25 charge added to your account, just so you are aware.

Many thanks,

[boryssts]

Hi Hayley,

The engineer come in today and replace a single coaxial connector claiming to be faulty and said "as there is an intermittent fault and he can not do anything more" since he left the internet has been turned off over 8 times the TV also continues to get fuzzy and drop out. Can this now be escalated to senior members of staff or the virgin media relations team? There have been two engineers' visits with the unsuccessful attempts of fault-finding, there is a clear issue with the connection between the exchange box and my property if virgin media needs to run a new line to rectify the issue or replace the faulty connection in the junction box someone should investigate.

Service has run fine without issues for over a year and now two weeks running is just constant pain. I can't believe that with a little bit more time spent someone can't find the fault instead of trying to rush out of the doors in 15 minutes and claiming to rectify the issue without the proof ( I am referring to engineers' visits). I don't know home much virgin media's internal policy allows the engineer to spend time at someone premises to rectify issues if they don't have enough time or if there is some kind of incentify to claim the fault has been fixed as soon as possible, but this clearly isn't working.

Regrads,

Sebastian Szczupak

[boryssts]

Few updates

Downstream bonded channels

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

1	330750000	4.8	38	256 qam	25
2	202750000	4.1	38	256 qam	9
3	210750000	4	38	256 qam	10
4	218750000	3.9	38	256 qam	11
5	226750000	3.5	38	256 qam	12
6	234750000	3.9	38	256 qam	13
7	242750000	3.7	38	256 qam	14
8	250750000	3.5	38	256 qam	15
9	258750000	3.9	38	256 qam	16
10	266750000	4.5	38	256 qam	17
11	274750000	4.5	38	256 qam	18
12	282750000	4.5	38	256 qam	19
13	290750000	4.8	38	256 qam	20
14	298750000	5.1	38	256 qam	21
15	306750000	5	38	256 qam	22
16	314750000	4.8	38	256 qam	23
17	322750000	4.9	38	256 qam	24
18	338750000	4.8	38	256 qam	26
19	346750000	5	38	256 qam	27
20	354750000	5	38	256 qam	28
21	362750000	4.5	38	256 qam	29
22	370750000	4.1	38	256 qam	30
23	378750000	3.7	38	256 qam	31
24	386750000	3	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	35328	51615
2	Locked	38.6	24265	71099
3	Locked	38.9	19789	72304
4	Locked	38.9	21522	74499
5	Locked	38.9	20745	73821
6	Locked	38.6	21991	69626
7	Locked	38.6	23064	70487
8	Locked	38.6	23680	70401
9	Locked	38.6	28666	62843
10	Locked	38.9	33135	57483
11	Locked	38.6	34327	54138
12	Locked	38.6	34755	55938
13	Locked	38.9	33407	55131
14	Locked	38.6	32206	56750
15	Locked	38.6	31398	56689
16	Locked	38.6	31128	57621
17	Locked	38.6	33171	55323
18	Locked	38.6	36184	52416
19	Locked	38.6	35827	54069
20	Locked	38.6	35522	49853
21	Locked	38.9	33902	52163
22	Locked	38.6	30026	57230
23	Locked	38.9	24650	63696
24	Locked	38.9	23618	63898

Network Log

Time Priority Description

06/06/2022 16:03:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 16:03:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:32:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:32:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:32:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:32:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:32:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:32:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:41	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2022 15:08:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[boryssts]

today's update on continued power fluctuation

Downstream bonded channels

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

1	Locked	38.6	26746	308016
2	Locked	38.6	32523	116525
3	Locked	38.6	23853	26151
4	Locked	38.6	32199	123166
5	Locked	38.6	32382	121638
6	Locked	38.6	32090	133946
7	Locked	38.6	31001	129781
8	Locked	38.6	30963	128589
9	Locked	38.6	21903	30725
10	Locked	38.9	20828	153135
11	Locked	38.9	28533	326322
12	Locked	38.6	20087	43440
13	Locked	38.6	28292	107567
14	Locked	38.6	27906	176160
15	Locked	38.6	27457	131228
16	Locked	38.6	27292	171443
17	Locked	38.6	27209	107032
18	Locked	38.6	18164	21031
19	Locked	38.9	25167	120328
20	Locked	38.9	25508	115591
21	Locked	38.9	25739	114860
22	Locked	38.6	25636	107733
23	Locked	38.9	18575	30164
24	Locked	38.6	18343	25394

[boryssts]

Hi Hayley_S,

Please see continued errors piling up and continued outages

Downstream bonded channels

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

1	Locked	38.9	211742	244528
2	Locked	38.6	301203	297816
3	Locked	38.9	287483	323433
4	Locked	38.9	283614	315915
5	Locked	38.6	281485	319339
6	Locked	38.9	265085	304098
7	Locked	38.6	261533	297049
8	Locked	38.6	256143	304251
9	Locked	38.9	246305	283894
10	Locked	38.9	238498	302520
11	Locked	38.9	230306	308917
12	Locked	38.9	225293	242684
13	Locked	38.9	224040	280622
14	Locked	38.9	223704	302924
15	Locked	38.9	220598	281961
16	Locked	38.6	219425	267066
17	Locked	38.9	214032	271772
18	Locked	38.9	206834	277177
19	Locked	38.9	199928	310313
20	Locked	38.9	199268	290521
21	Locked	38.6	198395	250450
22	Locked	38.6	201875	260237
23	Locked	38.6	204566	282751
24	Locked	38.9	207847	283411

[legacy1]

Your BQM for today is showing fine

[boryssts]

Hi legacy1,

You are right it looks like the first day in two weeks that there weren't any failures apart from the outage at midnight. Let don't count the chickens yet.

[boryssts]

Hi legacy1,

After my massage I restarted the modem to truck the post RS errors, they are lower now than before as I was getting close to half a million, now they are in the low thousands.

Downstream bonded channels

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

1	Locked	38.6	993	5879
2	Locked	38.6	4715	6981
3	Locked	38.9	4373	6888
4	Locked	38.6	4300	7305
5	Locked	38.6	4596	7477
6	Locked	38.6	3067	7600
7	Locked	38.6	3009	7221
8	Locked	38.9	2751	6641
9	Locked	38.6	2290	7006
10	Locked	38.6	1747	7467
11	Locked	38.6	1558	6801
12	Locked	38.9	1383	6872
13	Locked	38.9	1336	6836
14	Locked	38.9	1234	6322
15	Locked	38.9	1132	6361
16	Locked	38.6	1135	6694
17	Locked	38.6	1036	6520
18	Locked	38.9	1016	6433
19	Locked	38.9	864	6332
20	Locked	38.9	850	6166
21	Locked	38.9	827	6298
22	Locked	38.9	790	6230
23	Locked	38.9	891	6144
24	Locked	38.9	846	6010

Today's Graph shows again blip at midnight and one this morning, but just the ping jumped, hopefully, VM noticed the network is overloaded. 

Regards,

Sebastian

[David_Bn]

Good Afternoon @boryssts, thanks for your post.

Can you please provide us with an update on how the services are currently running?

Do you have any ore update stats/graphs to share?

There doesn't appear to be any issues within the local area that would be effecting the performance of the services.

Kindest regards,

David_Bn