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
1 ACCEPTED SOLUTION
Accepted Solutions
Dear All,
I believe we have now achieved a fix and we have been fault free for a two and a half days, the final solution was replacement of amplifier board in the cabinet, it was old board from the NTL era and still uses the thick coaxial cable coming in, apparently there was one more similar failure in the area hence they went with the same replacement which has fixed the issue, we still get small spikes in latency and pre rs errors in the 100's but zero post RS errors and SYNC Timing Synchronization failure and RCS Partial Service errors have now stooped.
However the road to resolution was not easy and perhaps virgin media relations team could take some notice from this situation, as the resolution took time of 4 home engineers and 2 network engineers, 6 bookings in total to resolve the issue where from second and third visit of home engineers it was noted that the fault was not at our premisses and the fault was with the cabinet only the third and forth home engineer have been able to request network engineer. When I was with VM costumer service on the phone they told me they do not have ability to book network engineer only home engineer. Which is strange, perhaps I can understand this for first line of support but for second or third (more senior members of costumer support/back end support?) They most certainly should have ability to book network engineers to inspect cabinets for faults.
It took over two months to resolve this fault back and forth on the forum and on the phone, which surely has to cost more the in the terms of support time than PCB (printed circuit board) designed 20 years ago and time of single network engineer for two hours to replace the PCB(this is how long it took to replace the PCB). Furthermore I had to cancel the contract under speed guarantee terms and conditions to achieve this, which is surprising to me that a costumer has to go to such a lengths to achieve a resolution.
Please see the graphs for proof of repair:
ownstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 37.3 115 0 2 Locked 37.3 121 0 3 Locked 37.6 55 0 4 Locked 38.6 38 0 5 Locked 38.6 66 0 6 Locked 38.6 55 0 7 Locked 38.6 54 0 8 Locked 38.6 37 0 9 Locked 38.9 38 0 10 Locked 38.6 40 0 11 Locked 38.6 39 0 12 Locked 38.6 57 0 13 Locked 38.9 36 0 14 Locked 38.6 63 0 15 Locked 38.6 61 0 16 Locked 38.6 26 0 17 Locked 38.9 22 0 18 Locked 38.9 30 0 19 Locked 38.9 30 0 20 Locked 38.6 22 0 21 Locked 38.9 32 0 22 Locked 38.6 63 0 23 Locked 38.9 28 0 24 Locked 38.6 24 0 Network Log Time Priority Description 07/07/2022 15:25:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 07/07/2022 11:32:48 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 13:41:36 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 13:39:22 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 13:39:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 13:39:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 13:39:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 11:01:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 11:01:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 10:58:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 10:58:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 10:43:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 10:43:59 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 02:24:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 02:24:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 02:13:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 02:13:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 00:34:54 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 00:34:54 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/07/2022 00:33:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
