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 David,

The network has improved as pre RS and post RS errors have reduced from 0.5Million per day to low thousand, how over from time to time TV will drop signal. Bellow errors as 1day accumulation, I've reset the modem yesterday mid-day. As you see timing synchronization failure spectrum is dominant in logs and post RS errors point to fluctuating power, so has VM connected more people than can it support in my area? 

Network Log

Time Priority Description

12/06/2022 19:48:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 03:40:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 03:40:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 03:39:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 03:39:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 22:49:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 22:49:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 22:46:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 20:21:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 15:52:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 15:52:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 15:52:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 15:52:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 15:46:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 15:46:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 08:39:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 08:39:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 04:02:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 04:02:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2022 03:59:36	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	Locked	38.9	2119	2427
2	Locked	38.6	2759	2452
3	Locked	38.6	2684	2582
4	Locked	38.9	2688	2757
5	Locked	38.6	2629	2932
6	Locked	38.6	2521	2857
7	Locked	38.6	2527	2742
8	Locked	38.9	2488	2862
9	Locked	38.9	2354	2595
10	Locked	38.9	2310	2831
11	Locked	38.9	2319	3077
12	Locked	38.6	2298	2928
13	Locked	38.9	2226	2975
14	Locked	38.6	2235	2895
15	Locked	38.9	2267	2757
16	Locked	38.9	2236	2639
17	Locked	38.6	2196	2749
18	Locked	38.9	2146	2748
19	Locked	38.6	2060	2918
20	Locked	38.9	2075	2992
21	Locked	38.9	2074	2766
22	Locked	38.6	2100	2846
23	Locked	38.6	2055	2780
24	Locked	38.6	1989	2821

Kind Regards,

Sebastian

[boryssts]

Hi David,

Update 15 June 2022, I had a VM engineer today (the third one) and as usual, he could not find the fault in our property, he suggested upgrading to VM hub 4, however, what I did today is I went to neighbours few housed down from me who also have VM services and they experience the same issue as me and their timelines also align when the issue started. The VM engineer said he will try to escalate this issue from his side, however, I am not familiar with VM internal policies and how effective this will be.

Therefore this is not an isolated issue to me, but rather the cabined. Can a network engineer and field engineer be assigned to this case? As filing complaints over the phone doesn't get me anywhere as your staff close the complaint as soon as I hang up the phone and they claim not to have the authority to book field engineer only home engineers. 

Kind Regards,

Sebastian

[Natalie_L]

Thank you for your reply and I am glad to hear things have improved. 

We have ran another check from our side and the live report has not detected any errors with all power levels running within specification. 

Could you please continue to monitor the service from your end and let us know if any issues occur.

Thanks 

[boryssts]

Dear All,

The faults are ongoing and getting much worse again, our telly keeps showing errors cs2004 every few minutes furthermore, we have now setup whatup a group on our street as the fault are not limited to our property, we spoke now with multiple neighbours and are all experiencing similar issues.

There was a large outage on Friday the 17th and reported by all our neighbours.

As you can see last two days the connection issue is getting significantly worse.

Regards, Sebastian

[boryssts]

ime Priority Description

21/06/2022 19:21:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:21:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:21:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:21:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:08:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:08:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:06:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:06:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:06:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:06:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:06:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:06:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:05:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:05:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:03:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 19:03:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 18:08:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 18:08:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 18:08:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 18:08:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	Locked	37.6	1113435	197583
2	Locked	37.6	870313	217040
3	Locked	38.6	763267	237191
4	Locked	38.6	624410	272243
5	Locked	38.6	488217	279233
6	Locked	38.6	390541	308405
7	Locked	38.6	378233	319668
8	Locked	38.9	310758	330638
9	Locked	38.9	287946	341084
10	Locked	38.6	261488	325672
11	Locked	38.6	229409	321263
12	Locked	38.9	214320	311209
13	Locked	38.9	180939	325418
14	Locked	38.6	181344	327136
15	Locked	38.9	160957	316744
16	Locked	38.6	142252	315724
17	Locked	38.6	121080	317742
18	Locked	38.9	98881	311206
19	Locked	38.9	88413	312141
20	Locked	38.9	80910	306830
21	Locked	38.9	75627	316199
22	Locked	38.6	69422	319778
23	Locked	38.9	67540	319557
24	Locked	38.6	62375	309866

[boryssts]

Dear All,

Continued on with updates, the broadband and TV continues to dropout, recently VM sent me replacement TV box calming it will help, not at all, zero difference made.  The red big blip is caused by VM hub3 going from modem mode to router so VM costumer service could run tests and confirm what we all know for past month. "Thank you for checking, Sebastian. I have run the checks on the tv box and the hub, we have identified the Pre RS issue, so as to fix this issue we can send out a technician", however I had 3 technicians and all of they said they unable to do anything, as they can't find a single fault at my property, the power fluctuation on VM cables is experience by our neighbours on our street and adjoining street.

Downstream bonded channels

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

1	Locked	37.6	1272571	143847
2	Locked	37.6	953751	162345
3	Locked	38.6	708181	188927
4	Locked	38.6	576207	218410
5	Locked	38.6	419621	216815
6	Locked	38.6	324759	239713
7	Locked	38.6	281902	227458
8	Locked	38.6	214246	235777
9	Locked	38.6	195435	236474
10	Locked	38.6	152399	219329
11	Locked	38.6	142141	203672
12	Locked	38.6	164460	212805
13	Locked	38.6	132735	213358
14	Locked	38.6	127124	216205
15	Locked	38.9	112120	235412
16	Locked	38.9	99120	225160
17	Locked	38.6	88684	221402
18	Locked	38.9	78088	224550
19	Locked	38.9	68141	215253
20	Locked	38.9	65809	199350
21	Locked	38.9	64802	200255
22	Locked	38.6	60735	201118
23	Locked	38.9	61371	214359
24	Locked	38.6	53200	211562

Network Log

Time Priority Description

24/06/2022 11:37:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:37:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:37:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:37:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:26:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:26:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:26:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:26:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:26:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:26:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:26:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:26:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 10:00:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 10:00:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 07:30:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 07:30:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 07:30:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 07:30:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 07:30:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 07:30:23	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Alex_RM]

Hi boryssts,

I've had a look at things from our side and everything looks to be within the specifications we would expect.

Can you confirm how things have been since your last post?

Alex_Rm

[boryssts]

Hi Alex,

Please have look your self when you asked the question I have restarted the VM Hub3 to look at the RS Errors results for you, while I can understand you tests do not show you issues, it dose not mean there are no issues, I do not have visibility how limiting or comprehensive your tests are, however if there weren't any issues I would not go to the lengths of posting updates for more than a month.

Downstream bonded channels

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

1	Locked	37.3	134509	10378
2	Locked	37.6	98413	11304
3	Locked	38.6	70225	13066
4	Locked	38.6	54796	14547
5	Locked	37.6	41436	17579
6	Locked	38.6	30733	15924
7	Locked	38.9	26676	14847
8	Locked	38.6	21376	15794
9	Locked	38.6	17392	14959
10	Locked	38.6	16823	14762
11	Locked	38.6	15098	16042
12	Locked	38.6	15678	15633
13	Locked	38.6	12183	14365
14	Locked	38.6	11227	18369
15	Locked	38.6	9386	14117
16	Locked	38.6	7829	14740
17	Locked	38.9	6686	15940
18	Locked	38.9	6295	16010
19	Locked	38.9	5560	15217
20	Locked	38.9	5091	14997
21	Locked	38.9	4279	14085
22	Locked	38.9	3905	12985
23	Locked	38.9	3782	14388
24	Locked	38.6	3276	14080

Time Priority Description

24/06/2022 23:19:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:19:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:19:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:19:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:19:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:19:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:19:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:19:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:19:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:19:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:18:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:18:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:18:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:18:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:15:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 23:15:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:37:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:37:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:37:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 11:37:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

AT this point I will file written complain to VM under "Virgin Media Speed Policy | Legal" and cancel the contract, as this issue has been on going for a more than a month and VM has not provided us with any updates how and when they aim to repair the issue. Therefore I will go back to BT as having intermittent broadband is not acceptable to me, I rather have half the speed and reliable broadband than this issue and my time invested trying to resolve this issue is more valuable to me then the monthly cost of VM broadband.

Regards,

Sebastian

[boryssts]

Hi,

Virgin Media service is just pure joke, I tried to watch a netflix movie in 20 minutes time the internet went down 4 times and the last outage at 23:04 lasted for good 6-7 minutes, your service is just pure joke

Network Log

Time Priority Description

25/06/2022 23:04:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:04:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:04:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:04:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:04:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:04:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:04:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:04:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 23:03:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[David_Bn]

Good Morning @boryssts, thanks for your posts, and I'm sorry to hear of the faults you've been experiencing.

Check out the purple envelope in the top right hand corner for a private message from me and I'll have an engineer visit arranged for you.

Kindest regards,

David_Bn