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hdhamlet
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Intermitted connection , keeps failing every 20-40 minutes randomly

Hi, I have had the issue already over a month. Broadband connection keeps failing randomly between 20-40 minutes and it makes my work and life difficult. Online meetings will jam and disconnect randomly. Video stream lags and actual data transfer rate is low even I am only 3 meters from the hub. I have rebooted the hub several times and the failure keeps appearing eventually.

I have walked through many your help messages and I have done what suggested.

I have following hub log information

Downstream bonded channels

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

120300000013.638256 qam9
21390000001338256 qam1
314700000013.138256 qam2
415500000013.538256 qam3
516300000013.540256 qam4
617100000013.538256 qam5
717900000013.638256 qam6
818700000013.638256 qam7
919500000013.638256 qam8
1021100000013.838256 qam10
1121900000013.838256 qam11
1222700000013.538256 qam12
1323500000013.538256 qam13
1424300000013.140256 qam14
152510000001340256 qam15
1625900000013.540256 qam16
1726700000013.640256 qam17
1827500000013.538256 qam18
1928300000014.438256 qam19
2029100000014.538256 qam20
2129900000014.638256 qam21
223070000001538256 qam22
2331500000015.138256 qam23
2432300000015.140256 qam24



Downstream bonded channels

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

1Locked38.91140728802
2Locked38.61171234924
3Locked38.61180138132
4Locked38.91180536462
5Locked40.31113940073
6Locked38.91242442886
7Locked38.91142637143
8Locked38.91145932946
9Locked38.91218139225
10Locked38.91272536891
11Locked38.91273133068
12Locked38.91075930445
13Locked38.91129730318
14Locked40.31130332961
15Locked40.31175132645
16Locked40.91334533222
17Locked40.31211727622
18Locked38.91261329186
19Locked38.91213631140
20Locked38.91053429327
21Locked38.61159028946
22Locked38.91084527001
23Locked38.91138029279
24Locked40.31239427584

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000038.5512064 qam1
25370001538.3512064 qam2
33940011238512064 qam7
44620000038512064 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 
Time Priority Description
26/04/2021 10:23:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 10:23:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 10:07:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 10:07:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 10:07:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 10:07:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 10:06:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 10:06:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 09:50:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 09:50:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 09:50:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 09:50:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 09:50:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 09:45:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 08:54:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 08:54:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 08:52:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Helpful Answer

Re: Intermitted connection , keeps failing every 20-40 minutes randomly

Your problem is caused by downstream power that's too high.  I've flagged for staff to advise, and they'll book a technician if required.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Sofia_B
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Re: Intermitted connection , keeps failing every 20-40 minutes randomly

Hi @hdhamlet

 

Welcome to the community and thanks for your first post, we're happy to have you with us 🙂 

 

I'm sorry to hear you're experiencing some intermittent connection issues, I can appreciate this is frustrating and we apologise for any inconvenience caused. 

 

I've managed to locate your account, and I can see there are some issues with your downstream levels. I've booked a technician in for you to come take a look at this. 

 

You can view the appointment date/time online via My Virgin Media and amend if necessary. 

 

Please keep us updated on how this goes 🙂 

 

Thanks, 

Sofia
Forum Team



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hdhamlet
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Message 4 of 12
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Re: Intermitted connection , keeps failing every 20-40 minutes randomly

Hello, Thank you for quick help. Things are better now. The system still gets some warnings. Levels are lower now and I think within limits. I will follow the situation and recontact inform if there are still issues. Technician helped with his magic to improve download speed. thank you for very good service so far.

Downstream bonded channels

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

1203000000838256 qam9
2211000000838256 qam10
3219000000838256 qam11
42270000007.938256 qam12
52350000007.938256 qam13
62430000007.840256 qam14
72510000007.640256 qam15
82590000007.840256 qam16
9267000000838256 qam17
102750000008.138256 qam18
112830000008.538256 qam19
122910000008.638256 qam20
13299000000938256 qam21
14307000000938256 qam22
153150000009.538256 qam23
163230000009.840256 qam24
173310000009.940256 qam25
183390000001040256 qam26
1934700000010.340256 qam27
2035500000010.440256 qam28
213630000001038256 qam29
223710000009.638256 qam30
233790000009.338256 qam31
24387000000938256 qam32



Downstream bonded channels

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

1Locked38.6363912400
2Locked38.6369711763
3Locked38.9377012416
4Locked38.6327513716
5Locked38.9352317857
6Locked40.3344816476
7Locked40.3352814398
8Locked40.3402415246
9Locked38.9355512391
10Locked38.9370413231
11Locked38.9351414366
12Locked38.6310713283
13Locked38.6331613337
14Locked38.6312212533
15Locked38.9332012420
16Locked40.3350511748
17Locked40.329889281
18Locked40.9328610411
19Locked40.3334910040
20Locked40.328827752
21Locked38.931869898
22Locked38.6285910126
23Locked38.927426804
24Locked38.927757057

Network Log

Time Priority Description

28/04/2021 06:04:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:51:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:51:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:51:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:51:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:40:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:40:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:39:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:39:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:39:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:39:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:38:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:38:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:36:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:36:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:36:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 04:36:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 03:48:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 03:48:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 03:43:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Re: Intermitted connection , keeps failing every 20-40 minutes randomly

Those PostRS errors look horrible!! - A sign of noise on the circuit!!




------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Paulina_Z
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Re: Intermitted connection , keeps failing every 20-40 minutes randomly

Hi @hdhamlet,

 

Thank you for getting back to us and updating us on your appointment!

 

We're glad that your connection is a lot better.

 

Please keep us updated on your connection and let us know if there's anything else we can do to help.

 

Thanks!

Paulina_Z
Forum Team



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hdhamlet
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Re: Intermitted connection , keeps failing every 20-40 minutes randomly

There is still something wrong with the system. The network worked decently (only disconnecting every 2-4 hours couple of days) but it has kept giving warnings for time sync and so on. Today the situation has been worse and the connection has disconnected again every 10-30 minutes. Downstream power values are under 10 and it I really do not have idea why the connection drops before hub, because all connections and devices drops at same time. The technician changed cable inside, could there be issues with cable from house to central or next connection point. My neighbor showed that cable goes on air from house to connection point, not under the ground. I just do not see any reason inside the house why this issue keeps appearing.

When the network works, everything works terrific. I am so happy to your services, but this will cause me huge issues to work remotely (which is my only possibility).

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lotharmat
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Re: Intermitted connection , keeps failing every 20-40 minutes randomly

Can you repost up your logs?




------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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hdhamlet
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Re: Intermitted connection , keeps failing every 20-40 minutes randomly

 

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

12030000007.540256 qam9
22110000007.640256 qam10
32190000007.640256 qam11
42270000007.540256 qam12
52350000007.640256 qam13
62430000007.640256 qam14
72510000007.540256 qam15
82590000007.540256 qam16
92670000007.840256 qam17
102750000007.840256 qam18
11283000000840256 qam19
122910000008.140256 qam20
132990000008.540256 qam21
143070000008.640256 qam22
15315000000940256 qam23
163230000009.340256 qam24
173310000009.440256 qam25
183390000009.540256 qam26
193470000009.440256 qam27
203550000009.540256 qam28
21363000000940256 qam29
22371000000940256 qam30
233790000008.840256 qam31
243870000008.840256 qam32

Downstream bonded channels

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

1Locked40.31222603
2Locked40.31338617
3Locked40.91346540
4Locked40.31124634
5Locked40.31250445
6Locked40.31282569
7Locked40.91311728
8Locked40.31573615
9Locked40.31377529
10Locked40.31456523
11Locked40.31421568
12Locked40.31138508
13Locked40.31330486
14Locked40.31179546
15Locked40.31273555
16Locked40.31400488
17Locked40.91199465
18Locked40.91238488
19Locked40.31356274
20Locked40.31092232
21Locked40.91264420
22Locked40.31048432
23Locked40.9957446
24Locked40.3996223
 
Time Priority Description
02/05/2021 20:03:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 20:03:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:51:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:51:59 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:51:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:43:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:18:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:18:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:18:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:18:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:16:39 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:08:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:08:9 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:07:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 19:07:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 18:59:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 18:58:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 18:22:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 18:22:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 18:22:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000044512064 qam2
23940003943.8512032 qam7
34620000044512064 qam3
43260000043.8512064 qam8
 Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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hdhamlet
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Message 10 of 12
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Re: Intermitted connection , keeps failing every 20-40 minutes randomly

I rebooted Hub 2 hrs ago, so numbers are now lower, but were hitting over 20000 earlier

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