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Intermittent connection

Hi,

I have been struggling with intermittent connection issues for a few weeks now, but it has gotten really bad the last week or so. The connection drops are normally only 10-20 seconds but they happen so frequently it makes doing anything almost impossible (especially annoying while working from home over citrix). There are no problems reported in my area and I have tried rebooting the router, as well as hard resetting it which didn't seem to make any difference.

I have set up a BQM and my router status is below, any help is appreciated.

My Broadband Ping - My VM connection

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
53699791
Locked
Provisioning State
Online
 

 

Downstream bonded channels

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

11390000000.938256 qam1
21470000000.538256 qam2
31550000000.238256 qam3
4163000000038256 qam4
5171000000038256 qam5
6179000000038256 qam6
71870000000.238256 qam7
81950000000.540256 qam8
92030000000.438256 qam9
102110000000.238256 qam10
11219000000040256 qam11
12227000000-0.238256 qam12
13235000000040256 qam13
142430000000.440256 qam14
152510000000.740256 qam15
162590000000.940256 qam16
17267000000140256 qam17
18275000000140256 qam18
192830000001.240256 qam19
20291000000138256 qam20
21299000000138256 qam21
223070000001.240256 qam22
233150000001.240256 qam23
243230000001.240256 qam24

Downstream bonded channels

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

1Locked38.958881256361271
2Locked38.95537225742961
3Locked38.953954332527519
4Locked38.952755174134247
5Locked38.61624169155469
6Locked38.9107474427553
7Locked38.9120179638259
8Locked40.31202662152197
9Locked38.9111669892133
10Locked38.9106927724127
11Locked40.3106771823929
12Locked38.91154234140937
13Locked40.31067935121862
14Locked40.978467211020
15Locked40.96455449018
16Locked40.369804615326
17Locked40.377401696446
18Locked40.371555242377
19Locked40.35618288077
20Locked38.95457997647
21Locked38.958360111011
22Locked40.35523858727
23Locked40.35415748270
24Locked40.35364356883

Upstream bonded channels

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

1536997914.7512064 qam2
2394000004.55512064 qam4
3461999764.6512064 qam3
4326000004.5512064 qam5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Intermittent connection

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u-b.cm

Primary Downstream Service Flow
SFID246966
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID246965
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
Network LogTime Priority Description
30/07/2020 19:41:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:41:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:39:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:25:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:25:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:22:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:21:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:19:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:19:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:18:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:17:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:16:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:15:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:13:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:11:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:08:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:07:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:06:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:05:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 19:03:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Intermittent connection

Sounds like you need an engineer to me. That connection looks kinda bad. How long has it been since you've rebooted your router? 

Let's wait for a virgin tech to pick up this post to see what they think. 

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Re: Intermittent connection

I rebooted it Tuesday night I think, just gave it another reboot the now, we'll see if it helps at all.

 

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Re: Intermittent connection

I've been having the same issue and was helpfully given the vm text service number +447533051809

They replied within an hour, helped me reset my password as I had forgotten it and arranged an engineer to attend this morning.

Good luck

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Re: Intermittent connection

Thanks for the response, I'll give VM a chance to reply on here but if I don't hear anything I'll give the text service a go.

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Re: Intermittent connection

Hi KingDede,

 

Thanks for posting and welcome to the community. I am sorry for the broadband connection issues. I've had a check on our systems today and we do need a technician to visit the property to resolve this. I'll send you a PM now so we can discuss further.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Re: Intermittent connection

Thanks for joining me on PM, Jason.

 

Just to update the thread, the technician visit was booked in.

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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