on 20-07-2021 17:21
Hi community,
I am on my end of any solutions here.
My internet started to keep drop in the last 2 months, it worked smoothly before and without any loss. I am experiencing everyday drops ( working from home/ losing my connection) also gaming and kicked out from the sever at different times of the day
I tried already to check cabling, restarted the router several times, factory reset. I thought it was probably that I've got around 15 wireless devices connected to my HUB 3.0 and it cannot keep it up, but this was not the case, because I bought a Netgear Nighthawk XR1000 , placed the HUB 3.0 into modem mode, and it still happening ... I am at the edge of my powers in here as I don't know what to do anymore. Called VirginMedia several times, eChat aslo...begging for an engineer visit, but I was just told that "no issues found in your area" etc .
I placed back the HUB 3.0 in router mode so I could create a monitor via thinkbroadband so I could share with you.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/92791dc558519af57bfa0e5a00446380ff...
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/92791dc558519af57bfa0e5a00446380ff4cf312"><img alt="My Broadband Ping - Virgin Media Denis" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/92791dc558519af57bfa0e5a00446380ff4cf312.png" /></a>
Also I will paste here the logs from the Virgin Media 3.0HUB.
TimePriorityDescription20/07/2021 15:58:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/07/2021 09:59:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/07/2021 09:59:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 19:28:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 19:28:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 03:17:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 02:56:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 02:56:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 01:11:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 22:48:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 22:35:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 22:08:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 21:25:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 21:15:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 21:05:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 20:53:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 20:52:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 20:25:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 20:24:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 20:20:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Help me get an engineer site visit please!
I will post Upstream and Downstream levels in the next post as it says I reached 20 000 characters for now
on 20-07-2021 17:23
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 323000000 | 2.9 | 37 | 256 qam | 24 |
2 | 203000000 | 4.8 | 37 | 256 qam | 9 |
3 | 211000000 | 4.5 | 37 | 256 qam | 10 |
4 | 219000000 | 4.1 | 37 | 256 qam | 11 |
5 | 227000000 | 3.9 | 36 | 256 qam | 12 |
6 | 235000000 | 2.9 | 36 | 256 qam | 13 |
7 | 243000000 | 2.5 | 36 | 256 qam | 14 |
8 | 251000000 | 3 | 37 | 256 qam | 15 |
9 | 259000000 | 3.4 | 37 | 256 qam | 16 |
10 | 267000000 | 3.4 | 37 | 256 qam | 17 |
11 | 275000000 | 3.2 | 37 | 256 qam | 18 |
12 | 283000000 | 3 | 37 | 256 qam | 19 |
13 | 291000000 | 3 | 37 | 256 qam | 20 |
14 | 299000000 | 3 | 36 | 256 qam | 21 |
15 | 307000000 | 3 | 37 | 256 qam | 22 |
16 | 315000000 | 2.9 | 37 | 256 qam | 23 |
17 | 331000000 | 3.2 | 37 | 256 qam | 25 |
18 | 371000000 | 1.7 | 37 | 256 qam | 26 |
19 | 379000000 | 1.7 | 37 | 256 qam | 27 |
20 | 387000000 | 1.7 | 37 | 256 qam | 28 |
21 | 395000000 | 1.9 | 37 | 256 qam | 29 |
22 | 403000000 | 1.7 | 37 | 256 qam | 30 |
23 | 411000000 | 1.7 | 37 | 256 qam | 31 |
24 | 419000000 | 1.5 | 37 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 19118 | 12244 |
2 | Locked | 37.3 | 46734 | 17960 |
3 | Locked | 37.3 | 48675 | 16739 |
4 | Locked | 37.3 | 48332 | 16904 |
5 | Locked | 36.6 | 46286 | 15990 |
6 | Locked | 36.6 | 46592 | 15642 |
7 | Locked | 37.3 | 37650 | 14673 |
8 | Locked | 37.3 | 29393 | 14127 |
9 | Locked | 37.3 | 28058 | 14375 |
10 | Locked | 37.3 | 33279 | 13573 |
11 | Locked | 37.3 | 28933 | 13752 |
12 | Locked | 37.6 | 20497 | 13198 |
13 | Locked | 37.6 | 18692 | 12699 |
14 | Locked | 36.6 | 17423 | 12810 |
15 | Locked | 37.3 | 15867 | 11857 |
16 | Locked | 37.3 | 16866 | 12057 |
17 | Locked | 37.3 | 12871 | 12209 |
18 | Locked | 37.3 | 10858 | 11322 |
19 | Locked | 37.3 | 10941 | 11101 |
20 | Locked | 37.3 | 8676 | 10297 |
21 | Locked | 37.6 | 7921 | 9971 |
22 | Locked | 37.6 | 7516 | 10874 |
23 | Locked | 37.3 | 7411 | 10164 |
24 | Locked | 37.6 | 7193 | 10381 |
on 20-07-2021 17:24
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 46 | 5120 | 64 qam | 7 |
2 | 46200083 | 45.3 | 5120 | 64 qam | 8 |
3 | 39399864 | 45 | 5120 | 64 qam | 9 |
4 | 32600000 | 44.8 | 5120 | 64 qam | 10 |
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 | 1 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 20-07-2021 19:23
22-07-2021 10:49 - edited 22-07-2021 10:52
I catched also live today via ping in CMD when my connection drops
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=20ms TTL=117
Reply from 8.8.8.8: bytes=32 time=15ms TTL=117
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=41ms TTL=117
Reply from 8.8.8.8: bytes=32 time=40ms TTL=117
Reply from 8.8.8.8: bytes=32 time=40ms TTL=117
Reply from 8.8.8.8: bytes=32 time=35ms TTL=117
Reply from 8.8.8.8: bytes=32 time=49ms TTL=117
Reply from 8.8.8.8: bytes=32 time=21ms TTL=117
Reply from 8.8.8.8: bytes=32 time=104ms TTL=117
Reply from 8.8.8.8: bytes=32 time=111ms TTL=117
Reply from 8.8.8.8: bytes=32 time=44ms TTL=117
Reply from 8.8.8.8: bytes=32 time=15ms TTL=117
Reply from 8.8.8.8: bytes=32 time=202ms TTL=117
Reply from 8.8.8.8: bytes=32 time=23ms TTL=117
Reply from 8.8.8.8: bytes=32 time=81ms TTL=117
Reply from 8.8.8.8: bytes=32 time=54ms TTL=117
Reply from 8.8.8.8: bytes=32 time=35ms TTL=117
Reply from 8.8.8.8: bytes=32 time=43ms TTL=117
Reply from 8.8.8.8: bytes=32 time=26ms TTL=117
Reply from 8.8.8.8: bytes=32 time=98ms TTL=117
Reply from 8.8.8.8: bytes=32 time=40ms TTL=117
Reply from 8.8.8.8: bytes=32 time=99ms TTL=117
Reply from 8.8.8.8: bytes=32 time=19ms TTL=117
Reply from 8.8.8.8: bytes=32 time=70ms TTL=117
Reply from 8.8.8.8: bytes=32 time=39ms TTL=117
Reply from 8.8.8.8: bytes=32 time=191ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=16ms TTL=117
Reply from 8.8.8.8: bytes=32 time=19ms TTL=117
Reply from 8.8.8.8: bytes=32 time=135ms TTL=117
You can see this also on the monitor graph at same time 😞
Any help from VM staff, please? This still drops daily
I added the Live graph here:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/92791dc558519af57bfa0e5a00446380ff4cf312
on 22-07-2021 17:34
Hi DenisC,
Thanks for posting and welcome to our community 🙂
I'm sorry to hear you've had some issues with your connection,
I've been able to locate your account using your forum details, I've been through a few checks and it looks like an engineer is needed. Before I can arrange this I'll need to confirm a few details from you.
I've sent you a private message for this (purple envelope, top right hand corner)
Alex_Rm
on 22-07-2021 18:22
Thank you for sending those details over via private message 🙂
I've arranged the earliest engineer appointment for you, you can view the time and date of your appointment via your online account here
Alex_Rm
on 03-08-2021 18:13
Hi all again,
Many thanks to Alex_RM who booked engineer visit.
Enginner came in on 27th July and changed my router with a new one, changed cabling, changed something from outside street cabinet (not remembered what), literally he changed everything that was hardware related.
I have monitored carefully in the last days the connection, but I've got same problems
Please see BQM monitor:
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/16d15401f278c65017753c57fb7cbbae19fc3f35]My Broadband Ping[/url]
https://www.thinkbroadband.com/broadband/monitoring/quality/share/16d15401f278c65017753c57fb7cbbae19...
I will paste logs from the VM hub in the next post
on 03-08-2021 18:20
Engineer came in on 27th of July. He changed VM hub 3.0 with a new one, cabling, something from outside street cabinet ( not remember what), literally all hardware related was replaced.
Issue still persists, I am sure that is a problem with the line most probably
BQM monitor:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/16d15401f278c65017753c57fb7cbbae19fc3f35
on 03-08-2021 18:21
03/08/2021 16:35:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 16:34:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 16:34:5 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 16:34:5 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2021 16:34:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |