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niallcurtis
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Intermittent Connection Dropouts

Hi,

Since yesterday morning our internet has intermittently dropped out, mostly during the work day itself. The internet usually either drops to <1mbps or completely. Using a TP-Link Archer V7 with the virgin hub in modem mode. Will include my router status.

 

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niallcurtis
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Re: Intermittent Connection Dropouts

Downstream bonded channels

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

12030000006.837256 qam9
21390000007.437256 qam1
31470000007.337256 qam2
41550000007.137256 qam3
51630000007.137256 qam4
61710000007.437256 qam5
7179000000737256 qam6
8187000000737256 qam7
91950000006.937256 qam8
102110000006.837256 qam10
112190000006.637256 qam11
122270000006.637256 qam12
132350000006.637256 qam13
142430000006.437256 qam14
15251000000637256 qam15
162590000006.436256 qam16
172670000006.437256 qam17
18275000000637256 qam18
192830000005.937256 qam19
20291000000637256 qam20
212990000005.937256 qam21
223070000005.637256 qam22
233150000005.937256 qam23
243230000005.837256 qam24



Downstream bonded channels

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

1Locked37.66109746829591427
2Locked37.63838458058577771
3Locked37.64005120556491035
4Locked37.64287731852677514
5Locked37.94612376148188703
6Locked37.95007325042743837
7Locked37.65201941740634910
8Locked37.65392729338516031
9Locked37.95672478734553139
10Locked37.96467550322920900
11Locked37.96710269418640644
12Locked37.96891569715271601
13Locked37.37037964312438529
14Locked37.37110687310088849
15Locked37.3713648188937871
16Locked36.8720593668400640
17Locked37.3716548646861336
18Locked37713587405520216
19Locked37.6700612073956876
20Locked37.6691255753255753
21Locked37.6683308472768264
22Locked37.9664134922169266
23Locked37.6636347691531388
24Locked37.659248774945288

 

Upstream bonded channels

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

13940000037.3512064 qam4
25370000037.8512064 qam2
34620000037.3512064 qam3
43260000037512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0080
2ATDMA0080
3ATDMA0060
4ATDMA0080

 

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niallcurtis
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Re: Intermittent Connection Dropouts

Network Log

Time Priority Description

15/06/2021 14:52:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:52:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:52:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:52:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:51:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:51:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:51:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:51:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:50:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:50:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:50:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:50:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:50:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:50:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:50:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:50:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:50:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:50:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:49:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 14:49:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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niallcurtis
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Re: Intermittent Connection Dropouts

Bump, can anyone help here? Had no luck on the phone

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lotharmat
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Re: Intermittent Connection Dropouts

Bumping threads on here tends to have the opposite effect.

The T3 timeouts are a concern and the PostRS errors would indicate noise ingress!



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

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Andrew-G
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Message 6 of 8
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Re: Intermittent Connection Dropouts

When was the hub last rebooted?  Error counts are high, but that's since the last reboot, and rebooting can also sort a few issues that sometimes build up with extended run time.  

I suspect from the upstream timeouts and very poor network log that a reboot won't solve this, and I'd go as far as to suggest a full pinhole reset of the hub, which still may or may not sort out the problems.  I agree with @lotharmat typically the cause is upstream noise, often intermittent, and so a reboot or reset can make all look good for a few hours before it all falls apart again.

As and when staff get round to your post they'll need the hub in router mode so they can check the status remotely. You might want to do that now, put your router in access point mode so that as a temporary measure you've still got decent wifi, but VM can read the hub status.

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niallcurtis
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Message 7 of 8
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Re: Intermittent Connection Dropouts

I've recently done a few reboots and did a factory reset last night. When I did the factory reset the internet completely died until the morning. It's now working steady, but I'm at roughly 20mbps rather than the usual 200mbps I get. (I pay for 350mbps). Service status telephone line said no issues in my area, but I have an engineer coming this evening so hopefully can be sorted.
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John_GS
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Message 8 of 8
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Re: Intermittent Connection Dropouts

Hi niallcurtis

 

Thanks for posting and welcome to the community.

 

My apologies for the broadband issue. I can see you've had an engineer visit and it's been found there is an SNR (signal to noise ratio) issue affecting the area. 

 

The fault reference is F009102978 and the estimated fix date is tomorrow at 12.30pm. Please monitor after this time and let us know if you need further help.

 

Best,

John_GS
Forum Team

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