Virgin Media Community

[Kirston26]

Hi, so we've been having a lot of outages usually last 30 seconds each and normally have 10+ a day. This happens usually between the hours of 10AM - 9PM 

Here's the BQM Graph. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3442203eeefc5cb141cc41c87c647049ad...

Downstream bonded channels

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

1	202750000	1.5	38	256 qam	9
2	210750000	1.5	38	256 qam	10
3	218750000	1.2	38	256 qam	11
4	226750000	0.9	38	256 qam	12
5	234750000	0.4	38	256 qam	13
6	242750000	0	38	256 qam	14
7	250750000	-0.5	38	256 qam	15
8	258750000	-0.7	38	256 qam	16
9	266750000	0.2	38	256 qam	17
10	274750000	0.5	38	256 qam	18
11	282750000	0.7	38	256 qam	19
12	290750000	0.7	38	256 qam	20
13	298750000	0.7	38	256 qam	21
14	306750000	0.5	38	256 qam	22
15	314750000	0.5	38	256 qam	23
16	322750000	0.5	38	256 qam	24
17	330750000	0.5	38	256 qam	25
18	370750000	-0.5	38	256 qam	26
19	378750000	-0.5	38	256 qam	27
20	386750000	-0.4	38	256 qam	28
21	394750000	0	38	256 qam	29
22	402750000	0	38	256 qam	30
23	410750000	-0.2	38	256 qam	31
24	418750000	-0.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	24373	25864
2	Locked	38.6	22887	22907
3	Locked	38.9	17053	22083
4	Locked	38.9	17657	23004
5	Locked	38.9	21515	24819
6	Locked	38.9	19971	17073
7	Locked	38.6	13156	12140
8	Locked	38.6	10731	19528
9	Locked	38.6	12990	25935
10	Locked	38.9	15520	31181
11	Locked	38.9	15393	33491
12	Locked	38.9	11594	23476
13	Locked	38.6	9671	22586
14	Locked	38.9	10603	25928
15	Locked	38.9	12277	27760
16	Locked	38.9	13576	26396
17	Locked	38.9	13195	23695
18	Locked	38.9	11550	25142
19	Locked	38.9	10017	20654
20	Locked	38.6	8549	20738
21	Locked	38.9	8066	19671
22	Locked	38.6	8129	17358
23	Locked	38.9	7916	15931
24	Locked	38.6	7801	16368

Upstream bonded channels

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

1	46200000	47.3	5120	64 qam	9
2	39400000	47.3	5120	64 qam	10
3	60300000	47	5120	64 qam	7
4	53700000	47.5	5120	64 qam	8

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

[Kirston26]

18/02/2021 18:41:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 18:41:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 18:15:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 18:15:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 18:01:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 18:01:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 17:55:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 17:55:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 17:55:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 17:54:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 17:29:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 17:29:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 17:21:37	Warning!	RCS Partial Service;CM-MAC=ac:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 17:21:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 17:21:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 16:44:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 16:40:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 16:40:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 16:28:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 16:28:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[tehwolf]

you're getting a lot of RCS partial service messages in your logs, which indicates channels dropping and, given the frequency, could result in the symptoms you're experiencing.

Whilst everything appears to be in spec from a power perspective on both up and downstream channels, you're getting a bunch of post-rs errors on the downstream which isn't going to be helping matters.

it would be worth calling the automated service checker on 0800 561 0061 just to see if there are any known issues in your area - if not, sit tight and wait for someone from VM to comment (can take a few days). 

[Kirston26]

Hi Tehwolf,

thank you for for mentioning the logs, thought I was going crazy!

I've been checking that number daily with no avail.

I thought I'd post here since I haven't gotten anywhere with CS.