31-07-2020 15:57 - edited 31-07-2020 16:00
Hello,
I've recently moved into a new house with an existing Virgin fibre (M100) connection I've taken over, and after plugging the new router in I'm getting dropouts most days for a few minutes between 2pm and 4pm, that look like they're due to a loss of signal. This has been happening for about 3 weeks now.
I've searched the forums, and it seems like everyone else who experiences the same problem typically end up needing either a new router or an engineer visit to look at the line.
Normally we get good speeds - 70mbs or so - but then for a few minutes most afternoons there's this really annoying intermittent drop out. Always between 2 and 4pm .
When I look at the error log, this is the typical mix (and duration) of messages:
31/07/2020 14:48:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2020 14:48:38 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2020 14:48:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2020 14:48:18 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2020 14:47:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2020 14:47:39 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2020 14:47:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2020 14:46:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Downstream looks like this:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 3 | 40 | 256 qam | 1 |
2 | 147000000 | 2.5 | 40 | 256 qam | 2 |
3 | 155000000 | 2.9 | 40 | 256 qam | 3 |
4 | 163000000 | 3 | 40 | 256 qam | 4 |
5 | 171000000 | 3.2 | 40 | 256 qam | 5 |
6 | 179000000 | 3 | 40 | 256 qam | 6 |
7 | 187000000 | 3.2 | 40 | 256 qam | 7 |
8 | 195000000 | 3.5 | 40 | 256 qam | 8 |
9 | 203000000 | 3.5 | 40 | 256 qam | 9 |
10 | 211000000 | 3.7 | 40 | 256 qam | 10 |
11 | 219000000 | 3.4 | 40 | 256 qam | 11 |
12 | 227000000 | 3.7 | 40 | 256 qam | 12 |
13 | 235000000 | 3 | 40 | 256 qam | 13 |
14 | 243000000 | 3.2 | 40 | 256 qam | 14 |
15 | 251000000 | 3.2 | 40 | 256 qam | 15 |
16 | 259000000 | 3.5 | 40 | 256 qam | 16 |
17 | 267000000 | 3.5 | 40 | 256 qam | 17 |
18 | 275000000 | 3.5 | 40 | 256 qam | 18 |
19 | 283000000 | 4 | 40 | 256 qam | 19 |
20 | 291000000 | 3.7 | 40 | 256 qam | 20 |
21 | 299000000 | 4.3 | 40 | 256 qam | 21 |
22 | 307000000 | 3.9 | 40 | 256 qam | 22 |
23 | 315000000 | 4.5 | 40 | 256 qam | 23 |
24 | 323000000 | 4 | 40 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 83549 | 55554 |
2 | Locked | 40.3 | 77758 | 62717 |
3 | Locked | 40.3 | 1235161 | 122677 |
4 | Locked | 40.3 | 1653801 | 619354 |
5 | Locked | 40.9 | 109093 | 51440 |
6 | Locked | 40.9 | 1716846 | 464880 |
7 | Locked | 40.3 | 1036016 | 51659 |
8 | Locked | 40.3 | 47989 | 25919 |
9 | Locked | 40.9 | 45003 | 25595 |
10 | Locked | 40.9 | 76119 | 27281 |
11 | Locked | 40.9 | 70352 | 26109 |
12 | Locked | 40.3 | 41450 | 21016 |
13 | Locked | 40.3 | 58603 | 22829 |
14 | Locked | 40.9 | 87558 | 22351 |
15 | Locked | 40.3 | 38678 | 19833 |
16 | Locked | 40.3 | 38595 | 19192 |
17 | Locked | 40.3 | 57905 | 21477 |
18 | Locked | 40.3 | 39569 | 17482 |
19 | Locked | 40.3 | 28038 | 15182 |
20 | Locked | 40.9 | 28134 | 15223 |
21 | Locked | 40.3 | 41442 | 15372 |
22 | Locked | 40.9 | 32280 | 14074 |
23 | Locked | 40.3 | 25296 | 13643 |
24 | Locked | 40.3 | 28020 | 13905 |
And upstream like this:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300112 | 5.4 | 5120 | 64 qam | 1 |
2 | 53700113 | 5.4 | 5120 | 64 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
Answered! Go to Answer
on 16-09-2020 17:23
Hi Paul,
Excuse my delayed response - I missed the notification of your reply. I've swapped the Hub back into router mode (I have a Deco M4 mesh network that I usually use across the house).
The last 48 hours have been particularly bad - again it seems to correlate with hot weather, and the hottest period of the day. This afternoon I've been getting drops every few minutes to the point that the internet is unusable. See error log below.
Drop outs also seem to correlate when I'm using lots of upload capacity (i.e. on Zoom calls). Anecdotally, just before the web goes down for a couple of minutes the other members of Zoom calls I'm on stop seeing or hearing me, but for perhaps 30 seconds I continue receiving a perfectly clear video and audio feed from them (which had made for some entertaining situations...).
Given the prior problems with upload channels noted earlier in this thread, I wonder if something is wrong with the upstream sync?
DM me if easier to diagnose this over a call. I'll leave the Hub in router mode for you to look more closely at the problem.
Time Priority Description
16/09/2020 16:16:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:15:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:15:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:14:47 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:14:11 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:14:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:14:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:13:1 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:11:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:11:35 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:04:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:04:41 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:01:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:00:48 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 16:00:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 15:59:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 15:59:25 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 15:55:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/09/2020 15:54:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 21-09-2020 16:03
Hi VM Team,
Can I please get an update from someone on the VM team on how I can get an engineer out to sort this please? I just called the technical help line to try and sort this, and I think they just follow a checklist which involved "Try plugging in via a LAN cable", sending me a link to a "How to Improve my Wi-Fi speed" and "monitor it for 7 days and see if anything changes". I'm not sure any of the error messages we discuss here meant anything to them 😭
I'm still losing connection pretty consistently several times per day, to the point that if I have important client video calls I'm travelling 1h30m to the office just to take the call to make sure it doesn't drop part way through.
What is the best way to get this sorted, as it seems everyone on this forum really understands the tech vs the telephone support who really don't.
Thank you as ever for your support. I'll save posting another set of logs from the router, as they're all pretty consistent with the previous ones I've posted, but can add them in here if helpful again!
Nick
on 25-09-2020 09:33
Hi @nickbracko,
Sorry to hear that you're still having problems with your connection despite replacing the cabling. I've had a look at your network details and can confirm that the power level ranges are all fine. There are also no issues with utilisation or SNR. However you do have high numbers of T3 since your last Hub reboot 3 days ago. Given the ongoing issues, I've arranged for an engineer visit to take a look at it and you can find the details of it via your online account where you can re-arrange it if necessary.
Please keep us updated.
Thanks,
Lisa
on 25-09-2020 12:15
Brill - thanks so much Lisa! Really appreciated.
on 31-08-2021 23:45
Hi, did this get resolved and if so what was the solution please? I am having same issue. Had a technician visit 2 weeks ago and replaced hub but couldn’t find a problem! Not surprisingly the issue has re-occurred, so would be grateful to know what the solution is. Thanks.
on 03-09-2021 08:43
Thanks for your post @Scottpm
I can see that you've been able to speak to our team earlier in the week and an engineer has been booked for you
Do please drop us an update and hopefully we'll have some good news to read through
Kindest regards,
David_Bn