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Intermittent connection loss

cc1805
Joining in

Hi 

Since the start of the year (at least) I have been getting intermittent connection loss on ALL devices. These are happening EVERY DAY at SPECIFIC times around 4am 12pm and 8pm WITHOUT FAIL and occassionally there are more throughout the day 

16/3/22

cc1805_0-1647513248936.png

4/3/22

cc1805_1-1647513311406.png

 

14/2/22

cc1805_2-1647513356536.png

 

5/2/22

cc1805_3-1647513379496.png

 

25/1/22

cc1805_4-1647513401978.png

9/1/22

cc1805_5-1647513445376.png

 

4/1/22

cc1805_6-1647513501407.png

 

Just picking random days over past 3 months to show the trend. No idea why it's happening, all connection tests say everything's "ok", resetting no help. 4am not a peak period either so can't really blame overutilisation or anything. I think probably need a new hub? (Super hub 2ac?)

Any help appreciated. Thanks

10 REPLIES 10

Adduxi
Very Insightful Person
Very Insightful Person

4, 12 and 8 ?  Sounds more like interference from something.  If it never varies from those times I'm guessing electrical interference from something in your house or nearby.  I doubt if it's a fault in the SH2ac.  

You could press for a replacement Hub as the SH2ac is an device and cannot take advantage of the newer VM network.  

If you wait here a day or two a VM Mod will pick this up.

In the meantime have a think about anything you may have on a timer ?

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Thanks, nothing new that I can think of, nothing on a timer no (what would things like this be?) Did put in some more wifi boosters recently, but this issue was already preceding that time 

it's also happening at other times of the day, like 10 am, 3pm 11pm  etc but seems to always be 4 12 and 8 regularly. Internet connection just drops completely, wireless+ ethernet, for a minute or two, sometimes longer 

Hi cc1805,


Thanks for your post and I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 


I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.


Thanks,

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi cc1805, 

Thanks for coming back to me via private message. 

I've taken a look at our systems and can see that the hub is having some issues with prolonged power and signal issues. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

  • The technician diagnoses the fault as not being caused by our network/equipment 
  • The technician discovers that the fault or problem relates to your equipment
  • The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


so the engineer did say there was an issue with the power outside, i am still losing connection after his intervention. whilst it no longer happens at set times it can be a little more erratic and not really any more or less frequent

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2bab6629cce2d9d18bf60a2b69fcc40ac7a86383

 

Hi cc1805, 

Thanks for coming back to us on this one and apologies to hear that the issue hasn't resolved for you. 

Checking the systems today, there is still a prolonged signal issue. Usually if an engineer picks up on a power issue outside then this is raised to the Networks team. I can't see anything on there yet so I'd like to book a principle engineer to come out. 

They will be able to check the cabinet instead of just your home cables. They can also raise this with the Networks team if need be. I have booked you in for the next available appointment. You can view this in My VM and the same terms will apply as posted above 🙂

Thanks, 

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


the router was swapped for a newer one and the cables outside checked? but now it's worse than it's ever been... what else can be done?

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/32671400c3914b994790a814b6d6daf9241f8a4f

 

Hi @cc1805

 

Thanks for the reply

 

I'm going to drop you a private message to investigate further, please keep an eye on your inbox.

 

Regards

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


cc1805
Joining in

2 technician visits later and minimal improvement. Why is it so difficult? I can see multiple other posts in this forum previously who have all had similar issues, why is it so prevalent and still no fix in place? Absolutely ridiculous.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/32671400c3914b994790a814b6d6daf9241f8a4f

 

28/05/2022 10:06:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 10:06:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 10:06:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 10:06:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 10:06:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 01:00:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 01:00:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 01:00:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 01:00:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 01:00:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 01:00:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 19:53:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 19:52:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 19:52:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 19:52:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 19:52:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2022 23:25:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2022 21:49:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2022 21:49:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2022 21:49:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

1283000000740256 qam19
2203000000740256 qam9
32110000006.840256 qam10
42190000006.440256 qam11
5227000000638256 qam12
62350000005.538256 qam13
72430000005.540256 qam14
82510000005.940256 qam15
92590000006.440256 qam16
102670000006.640256 qam17
112750000006.840256 qam18
122910000007.140256 qam20
132990000007.540256 qam21
143070000007.540256 qam22
153150000007.840256 qam23
163230000007.840256 qam24
17331000000840256 qam25
18339000000840256 qam26
193470000007.940256 qam27
203550000007.640256 qam28
213630000007.540256 qam29
22371000000740256 qam30
23379000000740256 qam31
243870000006.840256 qam32



Downstream bonded channels

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

1Locked40.318319833
2Locked40.97687924
3Locked40.320328337
4Locked40.319478445
5Locked38.922318718
6Locked38.923968085
7Locked40.326698243
8Locked40.326378219
9Locked40.325648051
10Locked40.319818982
11Locked40.917509633
12Locked40.3135516477
13Locked40.3165411009
14Locked40.3170511874
15Locked40.3224112069
16Locked40.3187812266
17Locked40.9153310110
18Locked40.313569374
19Locked40.314539829
20Locked40.915319831
21Locked40.313009664
22Locked40.312849246
23Locked40.3467413340
24Locked40.3445411621