cancel
Showing results for 
Search instead for 
Did you mean: 

Intermittant broadband connection

KayleighGedge
Joining in

Hi all, I Have been a virgin customer for a few years with no connection issues, recently (i would say that past 2-3 months) our connection has started getting more and more intermittent, With today it being down more than its up.

I have looked through the logs and have seen thousands of Pre and Post RS errors. and also a lot of errors saying "RCS Partial Service" (i will post the logs below so you can see)

Is there anything you can suggest, or is it going to be a case of needing an engineer to come out?

Downstream bonded channels

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

1202750000540256 qam9
22107500004.840256 qam10
32187500004.840256 qam11
42267500004.640256 qam12
52347500004.540256 qam13
6242750000440256 qam14
72507500003.940256 qam15
82587500003.540256 qam16
92667500003.540256 qam17
102747500003.740256 qam18
112827500003.440256 qam19
12290750000340256 qam20
132987500002.940256 qam21
143067500002.940256 qam22
153147500003.240256 qam23
163227500003.540256 qam24
173307500003.740256 qam25
183387500003.740256 qam26
193467500003.740256 qam27
203547500003.740256 qam28
213627500003.540256 qam29
223707500003.740256 qam30
233787500003.540256 qam31
24386750000340256 qam32



Downstream bonded channels

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

1Locked40.31860733344
2Locked40.31772735437
3Locked40.31638736026
4Locked40.31614734193
5Locked40.31571531566
6Locked40.31592429895
7Locked40.91453835709
8Locked40.31414936367
9Locked40.31341933972
10Locked40.31368725365
11Locked40.31334323182
12Locked40.31308923479
13Locked40.31236124428
14Locked40.31233722160
15Locked40.31228719069
16Locked40.31171820070
17Locked40.91105420877
18Locked40.31121219065
19Locked40.31053918964
20Locked40.91054217254
21Locked40.31076415831
22Locked40.3994617876
23Locked40.3997517309
24Locked40.910040

15535

Network Log

Time Priority Description

10/09/2023 21:03:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 21:03:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 21:03:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 21:02:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:59:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:59:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:56:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:56:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:55:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:55:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:54:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:54:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:54:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:54:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:54:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:54:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:53:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:53:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:52:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2023 20:52:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thanks!

8 REPLIES 8

jbrennand
Very Insightful Person
Very Insightful Person

Can you first post up the 2 tables of Upstream data too.

And then - clear the decks like this..

_________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.


Also check the Upstream QAM’s are all at 64


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks for your answer, i have reset the router and will keep checking the Post RS errors.

Here are the upstream channels...

Upstream bonded channels

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

14310000044.3512064 qam2
23010000043.8512064 qam4
34960000044.5512064 qam1
42359991743.5512064 qam9
53660000044512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0010
5ATDMA0000

Everything seems fine with the upstream, right?

Megan_L
Forum Team
Forum Team

Hi KayleighGedge,

Thanks for using the Community Forums to get this issue with your broadband looked into, I am sorry if this has been causing some frustration 😥

I understand you last posted about this on Monday, I've also checked your service on my side and can see there were some issues earlier in the week. However, these have now resolved from what we can see. Would you be able to give us an update on how things are today? 🤗

If you're still experiencing issues, please give us as much detail as possible!

Thanks,

Megan_L

 

Hi Megan,

Thank you for your reply, we have had a few days with seemingly no issues, but tonight the issues seem to have returned, and looking through the logs we've been getting similar errors quite regularly over the past 48 hours...

 

27/09/2023 18:58:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:49:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:48:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:45:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:45:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:42:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:42:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:42:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:42:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:42:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:42:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:39:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:39:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 18:39:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2023 10:15:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2023 13:17:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2023 13:17:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2023 13:16:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2023 13:16:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Is there any chance we could get an engineer booked to come out and look at this? The intermittent connection is un-usable at times.
Thank you 
Kayleigh

Thanks for coming back to us @KayleighGedge.

I've been able to look into the local area, and there doesn't appear to be any local area outages currently at play.

I've been able to run a flow on your hub and no issues have been detected.

Can you please confirm what diagnostics you've ran on the hub during the recent drops in connection?

Thanks,

David_Bn

Hi David,

During the recent outages, i've checked all the cable connections inside my house, they are all fine, i've even disconnected and re-connected them all again. Since then, i've reset the router to reset all the error counts, and i will now post the current data (After about 12 hours since the latest reset...)

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

1Locked40.3596666
2Locked40.3546615
3Locked40.3474609
4Locked40.3495534
5Locked40.3503624
6Locked40.3485516
7Locked40.9438616
8Locked40.9416698
9Locked40.3447620
10Locked40.3421435
11Locked40.3382401
12Locked40.3520411
13Locked40.3470349
14Locked40.3488374
15Locked40.3476352
16Locked40.3438344
17Locked40.9371301
18Locked40.3325318
19Locked40.9288314
20Locked40.3357313
21Locked40.3353275
22Locked40.3296281
23Locked40.3302360
24Locked40.3298343

As you can seem hundres of Post Rs Errors still. And i'm still seeing lots of these errors

Time Priority Description

30/09/2023 13:29:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:29:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:29:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:29:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:29:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:28:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 12:29:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Please can we get someone to come out and look at this?

Thanks
Kayleigh

KayleighGedge
Joining in

In the space of 30 mins since my last messge we're now at Thousands of Post RS Errors

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

1Locked40.343345963
2Locked40.340946412
3Locked40.337566376
4Locked40.336696203
5Locked40.335885968
6Locked40.335585346
7Locked40.331416712
8Locked40.932026534
9Locked40.330266320
10Locked40.329465549
11Locked40.327894281
12Locked40.329044330
13Locked40.326854205
14Locked40.326994155
15Locked40.925233773
16Locked40.323883825
17Locked40.322084000
18Locked40.322383582
19Locked40.320743503
20Locked40.920743401
21Locked40.320523128
22Locked40.918873733
23Locked40.318633453
24Locked40.91867

3464

And the partial service errors are contant (and every time it happens the connection drops)

30/09/2023 14:01:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 14:00:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 14:00:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:59:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:59:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:58:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:58:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:58:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:58:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:56:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:56:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:56:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:56:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:53:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:53:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:53:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:53:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:53:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:53:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2023 13:44:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

This is unusable at this point!

I'm sorry to hear this @KayleighGedge I have checked but cannot see any issues on our side that could be causing this. 

Can you  set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc 
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum