Intermittent broadband connection

[DaveIris]

Two weeks of frequent interruption in broadband connection. Log report is Loss of Sync with the odd T3 timeout. Power levels were fine. Usual checks done by VM tech - nothing found. Router replaced just in case - issue not resolved.

New router has been up less than 24 hours:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8bbcae41ddff62a816d4f18857b419b5e3...

Downstream bonded channels

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

1	138750000	5.1	38	256 qam	1
2	146750000	5.1	40	256 qam	2
3	154750000	4.5	40	256 qam	3
4	162750000	4.1	38	256 qam	4
5	170750000	4.4	38	256 qam	5
6	178750000	4.9	40	256 qam	6
7	186750000	4.5	38	256 qam	7
8	194750000	4.3	40	256 qam	8
9	202750000	4.1	38	256 qam	9
10	210750000	4	38	256 qam	10
11	218750000	3.7	40	256 qam	11
12	226750000	3.5	38	256 qam	12
13	234750000	3.2	38	256 qam	13
14	242750000	2.5	38	256 qam	14
15	250750000	1.5	38	256 qam	15
16	258750000	0.5	38	256 qam	16
17	266750000	1.7	38	256 qam	17
18	274750000	2.7	38	256 qam	18
19	282750000	3.9	38	256 qam	19
20	290750000	4.4	40	256 qam	20
21	298750000	5	38	256 qam	21
22	306750000	4.3	40	256 qam	22
23	314750000	4.5	40	256 qam	23
24	322750000	4.8	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	22899	108582
2	Locked	40.3	23155	110491
3	Locked	40.3	23150	112874
4	Locked	38.9	23448	115527
5	Locked	38.9	24164	119852
6	Locked	40.3	23819	122662
7	Locked	38.9	23946	121866
8	Locked	40.3	24157	128166
9	Locked	38.9	24265	131564
10	Locked	38.6	24522	134630
11	Locked	40.3	24602	134509
12	Locked	38.6	25010	135511
13	Locked	38.9	25032	136926
14	Locked	38.6	25521	134727
15	Locked	38.9	26184	134865
16	Locked	38.9	26556	135769
17	Locked	38.6	26081	135172
18	Locked	38.6	25957	133014
19	Locked	38.9	25759	130599
20	Locked	40.3	25474	129508
21	Locked	38.9	25871	125178
22	Locked	40.3	25781	122308
23	Locked	40.9	25853	119925
24	Locked	40.3	25749	116519

Upstream bonded channels

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

1	53700116	49.3	5120	64 qam	1
2	46199975	47.8	5120	64 qam	2
3	32600000	47	5120	64 qam	4
4	39400000	48	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[jbrennand]

BQM looks poor. What devices are connected to the Hub on ethernet cables?

Your RS errors may be an issue - can you do this..
_________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[DaveIris]

---

@jbrennand wrote:

Switch the Hub off.....

---

Yeah I've done this every time I called up customer support. You'll notice that the technician fitted a new router and the BQM is for that new router. So most of your advice is in fact redundant, almost a like it's a stock answer. It would be a shame if your 'helpful' post was just to get your fake internet points up. I'm sure you're not that kind of person.

How many times should I be expected to do this before I am talking to tier 2/3 support?

[jbrennand]

What is this "internet points" to which you refer? Do you really think someone of my advanced years give a toss about anything like that !

This is a user forum where we try and help each and its not a hotline into VM tier 2 support - for that you can call it in, use chat, text or whatapp.

A VM person will respond to this on here in due course.

[Melissa_F]

Hi,

Please don't continue to make off-topic posts in this thread, as it doesn't help the OP solve their issue. If you want to continue a discussion, please either take it to Private Messages or discuss in our Chatter forum. Please also note that further off-topic posting may result in individual warnings, review the Forum Guidelines for more information.

Thanks

Melissa

[Zoie_P]

Hi DaveIris, 

Thank you for your post 🙂
I am sorry you have been having issues with your service. I have checked our systems and all looks fine, how has this been since your post?

Zoie

[DaveIris]

Hi Zoie,

No better unfortunately. Still frequent disconnections as can be confirmed with router log and BQM. I have been told that a 'senior' engineer will visit next week.

BQM

Network Log

Time Priority Description

06/10/2022 11:06:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 11:06:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 11:05:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 11:05:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 11:02:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 11:02:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 11:02:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 11:02:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 10:30:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 10:30:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 10:15:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 10:15:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 10:13:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 10:13:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 09:54:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 09:54:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 09:54:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 09:54:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 09:53:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 09:53:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Molly_T]

Hi DaveIris, Thank you for returning to the thread with an update. 

Hopefully you can view and manage the appointment via your My Virgin Media account. Please let us know if you need to reschedule and are unable to do so via the app so we can help. 

Glad to hear a senior technician has been booked to come and investigate! I sincerely hope they are able to get the issues resolved. 

Please let us know how the appointment goes so we can offer further support if needed. 

Wishing you all the best. 

[DaveIris]

Had 2nd technician visit. He replaced everything from the router back to the drop cable. All looked fine for the 60 seconds we tested it. After a day here is the BQM:

[Zoie_P]

Hi DaveIris, 

Thank you for your reply, I have checked our systems and can see you are affected by an SNR outage, the fix time for this is: 18 OCT 2022 11:10.

Zoie