Virgin Media Community

[Solarax]

Hello!

Over the last week I've been experiencing an intermittent issue with my usually reliable connection. It started last Thursday and is characterised by periods of extreme packet loss and increased latency. It tends to occur in periods anywhere between 20 minutes and 2 hours and it's interesting to note that the hub remains connected during these periods. The issues start suddenly and are resolved just as suddenly.

I run a BQM meter so I've captured these periods and they mostly look like the following graph. I live in a high-utilisation area in London, so the yellow spikes between these period of packet loss are normal.

To my eyes, these look like network issues, but there are no know outages according to the website or phone line. I have spoken to Virgin Customer Support twice and run through the usual steps and booked an engineer, but each time I then received a text message there was a known fault and the visit was placed on hold. I then received another text to say the issue was resolved (which it was for a couple of days) but clearly the problem has returned!

At this point, I'm not really sure what to do! I'm reasonably tech savvy and run through every test I can think of (including running the hub in both modem and router mode) but the problem persists.

Any help identifying the issue would be very helpful as the outage periods are really impacting my ability to work during lockdown!

Thanks!

Sam

[Solarax]

Downstream bonded channels

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

1	402750000	2.4	38	256 qam	30
2	202750000	3.9	37	256 qam	9
3	210750000	3.5	37	256 qam	10
4	218750000	3.4	38	256 qam	11
5	226750000	3	37	256 qam	12
6	234750000	3	37	256 qam	13
7	242750000	2.9	38	256 qam	14
8	250750000	3	38	256 qam	15
9	258750000	3.2	37	256 qam	16
10	266750000	3.4	37	256 qam	17
11	274750000	3.4	37	256 qam	18
12	282750000	3.5	38	256 qam	19
13	290750000	3.7	37	256 qam	20
14	298750000	3.9	37	256 qam	21
15	306750000	3.7	37	256 qam	22
16	314750000	3.5	37	256 qam	23
17	322750000	3.5	37	256 qam	24
18	330750000	3.5	38	256 qam	25
19	370750000	2.9	38	256 qam	26
20	378750000	2.7	38	256 qam	27
21	386750000	2.5	38	256 qam	28
22	394750000	2.5	38	256 qam	29
23	410750000	2.5	37	256 qam	31
24	418750000	2.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	202	268140
2	Locked	37.6	4479	95428
3	Locked	37.6	4353	98158
4	Locked	38.6	4416	104786
5	Locked	37.6	4452	110314
6	Locked	37.6	4169	111758
7	Locked	38.6	4107	115403
8	Locked	38.6	4287	121904
9	Locked	37.3	48075	316634
10	Locked	37.6	751863	2174746
11	Locked	37.6	2573	98679
12	Locked	38.6	818	90523
13	Locked	37.6	225	93471
14	Locked	37.6	94	93524
15	Locked	37.6	91	91814
16	Locked	37.6	82	98831
17	Locked	37.6	145	101945
18	Locked	38.9	84	94933
19	Locked	38.6	65	113564
20	Locked	38.6	132	132950
21	Locked	38.9	185	121260
22	Locked	38.6	508	308063
23	Locked	37.6	204	196562
24	Locked	38.9	169	128998

Upstream bonded channels

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

1	60300000	39.5	5120	64 qam	1
2	39400000	38	5120	64 qam	4
3	46200000	39.5	5120	64 qam	3
4	53700000	39.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

[Solarax]

Network Log

Time Priority Description

10/02/2021 19:22:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Solarax]

Downstream bonded channels

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

1	402750000	1.5	37	256 qam	30
2	202750000	3.2	37	256 qam	9
3	210750000	3	37	256 qam	10
4	218750000	2.7	38	256 qam	11
5	226750000	2.5	37	256 qam	12
6	234750000	2.4	37	256 qam	13
7	242750000	2.2	37	256 qam	14
8	250750000	2.4	37	256 qam	15
9	258750000	2.4	37	256 qam	16
10	266750000	2.5	37	256 qam	17
11	274750000	2.7	37	256 qam	18
12	282750000	3.2	38	256 qam	19
13	290750000	3.4	37	256 qam	20
14	298750000	3.5	37	256 qam	21
15	306750000	3.2	37	256 qam	22
16	314750000	3	37	256 qam	23
17	322750000	3	37	256 qam	24
18	330750000	3	38	256 qam	25
19	370750000	2.5	37	256 qam	26
20	378750000	2.4	37	256 qam	27
21	386750000	2.2	38	256 qam	28
22	394750000	1.9	37	256 qam	29
23	410750000	1.7	37	256 qam	31
24	418750000	2	38	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	213	268140
2	Locked	37.6	4483	95428
3	Locked	37.3	4367	98158
4	Locked	38.6	4419	104786
5	Locked	37.6	4452	110314
6	Locked	37.6	4181	111758
7	Locked	37.6	4113	115403
8	Locked	37.6	4294	121904
9	Locked	37.6	48078	316634
10	Locked	37.6	751870	2174746
11	Locked	37.3	2577	98679
12	Locked	38.6	820	90523
13	Locked	37.6	236	93471
14	Locked	37.6	102	93524
15	Locked	37.6	93	91814
16	Locked	37.6	83	98831
17	Locked	37.6	151	101945
18	Locked	38.6	87	94933
19	Locked	37.6	69	113564
20	Locked	37.6	138	132950
21	Locked	38.6	189	121260
22	Locked	37.6	517	308063
23	Locked	37.6	215	196562
24	Locked	38.6	176	128998

Upstream bonded channels

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

1	60300000	39.5	5120	64 qam	1
2	39400000	38	5120	64 qam	4
3	46200000	39.5	5120	64 qam	3
4	53700000	39.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

[jbrennand]

It looks like classic overutilisation - it may be temporary because of lockdown usage but may not.  I will ask VM to take a look and come back here to advise

[Solarax]

Thank you!

If it helps, here is the Network Log that displays some errors and warnings during the time of the issues.

Network Log

Time Priority Description

10/02/2021 19:22:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Solarax]

Also, here are the Downstream and Upstream logs.

Downstream bonded channels

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

1	402750000	1.5	37	256 qam	30
2	202750000	3.2	37	256 qam	9
3	210750000	3	37	256 qam	10
4	218750000	2.7	38	256 qam	11
5	226750000	2.5	37	256 qam	12
6	234750000	2.4	37	256 qam	13
7	242750000	2.2	37	256 qam	14
8	250750000	2.4	37	256 qam	15
9	258750000	2.4	37	256 qam	16
10	266750000	2.5	37	256 qam	17
11	274750000	2.7	37	256 qam	18
12	282750000	3.2	38	256 qam	19
13	290750000	3.4	37	256 qam	20
14	298750000	3.5	37	256 qam	21
15	306750000	3.2	37	256 qam	22
16	314750000	3	37	256 qam	23
17	322750000	3	37	256 qam	24
18	330750000	3	38	256 qam	25
19	370750000	2.5	37	256 qam	26
20	378750000	2.4	37	256 qam	27
21	386750000	2.2	38	256 qam	28
22	394750000	1.9	37	256 qam	29
23	410750000	1.7	37	256 qam	31
24	418750000	2	38	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	213	268140
2	Locked	37.6	4483	95428
3	Locked	37.3	4367	98158
4	Locked	38.6	4419	104786
5	Locked	37.6	4452	110314
6	Locked	37.6	4181	111758
7	Locked	37.6	4113	115403
8	Locked	37.6	4294	121904
9	Locked	37.6	48078	316634
10	Locked	37.6	751870	2174746
11	Locked	37.3	2577	98679
12	Locked	38.6	820	90523
13	Locked	37.6	236	93471
14	Locked	37.6	102	93524
15	Locked	37.6	93	91814
16	Locked	37.6	83	98831
17	Locked	37.6	151	101945
18	Locked	38.6	87	94933
19	Locked	37.6	69	113564
20	Locked	37.6	138	132950
21	Locked	38.6	189	121260
22	Locked	37.6	517	308063
23	Locked	37.6	215	196562
24	Locked	38.6	176	128998

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

1	60300000	39.5	5120	64 qam	1
2	39400000	38	5120	64 qam	4
3	46200000	39.5	5120	64 qam	3
4	53700000	39.5	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

[jbrennand]

RS errors are a concern - it may be a SNR issue. Just to check can you do this.

Switch the Hub off and unplug it from the mains for five minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't.

[Solarax]

Thanks for the advice!

I've reset the modem as guided and am now showing 0s in these fields. I'll keep an eye on them and post again tomorrow with the new numbers after 24 hours.

[Katie_WT]

Hi there @Solarax

Welcome back to our Community - so sorry that you've had some issues with your broadband recently and that your technician visit was cancelled due to a known area issue. I have located your account from your forum information and I can advise that our VIP @jbrennand was indeed correct - you are impacted by a known SNR issue (Signal to Noise Ratio)

The issue has been logged under reference number F008791892 and the estimated fix date at the time of writing is this evening. I have also made sure that this has been logged onto your account for you. 

Once the area issue has cleared, we'll be able to take a closer look to see if you are still having these issues and we can go from there. 

Please do pop back later and we'll be happy to check for updates for you.