on 22-07-2021 01:04
Hi everyone, i've been a Virgin Media customer for a number of years and was on the 20mb broadband package for the last 3 years with no issues regarding connectivity etc. I just recently upgraded to the M350 package and everything was fine, until around 4 days ago.
I've since been getting constant ping spikes when gaming and my internet keeps dropping out for 4-5 seconds rapidly over the space of 30 mins or so.. then it goes back to normal for a while until it repeats again. I've checked my hub log and it's showing connection errors of which i'll paste here. (removed MAC address). I use wired connection only with my phone connected to the wifi.
Time Priority Description
21/07/2021 23:49:55 | notice | LAN login Success;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 23:31:7 | Warning! | RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 23:27:20 | notice | LAN login Success;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 23:26:56 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 19:33:42 | Warning! | RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 19:33:42 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:49:23 | Warning! | RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 10:48:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:28:33 | Warning! | RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:26:14 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 07:56:27 | Warning! | RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 07:56:27 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 06:53:52 | Warning! | RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 06:53:52 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
Never had these issues before until this incident, but it's making gaming / watching videos etc impossible due to the constant disconnecting and ping spikes i've been dealing with, if anyone has any insight on how to deal with this i'd greatly appreciate it thanks.
Answered! Go to Answer
on 22-07-2021 08:22
on 22-07-2021 01:12
Forgot stream sorry.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 291000000 | -0.4 | 38 | 256 qam | 20 |
2 | 139000000 | -4.2 | 36 | 256 qam | 1 |
3 | 147000000 | -4.2 | 36 | 256 qam | 2 |
4 | 155000000 | -3.9 | 37 | 256 qam | 3 |
5 | 163000000 | -3.2 | 37 | 256 qam | 4 |
6 | 171000000 | -2.9 | 37 | 256 qam | 5 |
7 | 179000000 | -3 | 37 | 256 qam | 6 |
8 | 187000000 | -2.5 | 38 | 256 qam | 7 |
9 | 195000000 | -2.5 | 38 | 256 qam | 8 |
10 | 203000000 | -1.9 | 38 | 256 qam | 9 |
11 | 211000000 | -1.7 | 38 | 256 qam | 10 |
12 | 219000000 | -1.5 | 35 | 256 qam | 11 |
13 | 227000000 | -1.9 | 36 | 256 qam | 12 |
14 | 235000000 | -2.4 | 38 | 256 qam | 13 |
15 | 243000000 | -1.7 | 38 | 256 qam | 14 |
16 | 251000000 | -1.4 | 38 | 256 qam | 15 |
17 | 259000000 | -1.2 | 38 | 256 qam | 16 |
18 | 267000000 | -1.2 | 38 | 256 qam | 17 |
19 | 275000000 | -1.2 | 38 | 256 qam | 18 |
20 | 283000000 | -0.9 | 38 | 256 qam | 19 |
21 | 299000000 | 0 | 38 | 256 qam | 21 |
22 | 307000000 | 0.2 | 38 | 256 qam | 22 |
23 | 315000000 | 0.2 | 38 | 256 qam | 23 |
24 | 323000000 | 0.4 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 29 | 0 |
2 | Locked | 36.3 | 668443 | 5 |
3 | Locked | 36.6 | 209297 | 0 |
4 | Locked | 37.6 | 619 | 98407 |
5 | Locked | 37.3 | 203 | 0 |
6 | Locked | 37.6 | 51 | 0 |
7 | Locked | 37.6 | 36 | 0 |
8 | Locked | 38.6 | 19 | 0 |
9 | Locked | 38.6 | 16 | 0 |
10 | Locked | 38.6 | 17 | 0 |
11 | Locked | 38.6 | 29 | 0 |
12 | Locked | 35.7 | 21 | 0 |
13 | Locked | 36.6 | 19 | 0 |
14 | Locked | 38.6 | 14 | 0 |
15 | Locked | 38.6 | 13 | 0 |
16 | Locked | 38.9 | 24 | 0 |
17 | Locked | 38.9 | 31 | 0 |
18 | Locked | 38.6 | 27 | 0 |
19 | Locked | 38.9 | 12 | 0 |
20 | Locked | 38.9 | 12 | 0 |
21 | Locked | 38.6 | 18 | 0 |
22 | Locked | 38.9 | 10 | 0 |
23 | Locked | 38.9 | 12 | 0 |
24 | Locked | 38.9 | 12 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39399939 | 48.5 | 5120 | 64 qam | 12 |
2 | 46199996 | 50 | 5120 | 64 qam | 11 |
3 | 53699981 | 50 | 5120 | 64 qam | 10 |
4 | 60300009 | 50 | 5120 | 64 qam | 9 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 22-07-2021 08:22
on 22-07-2021 11:08
Thanks for that number, i called them and it states there aren't any issues currently affecting my postcode, i guess it's going to need an engineer visit?
on 22-07-2021 11:09
on 22-07-2021 11:23
Will do, thanks for the help!
on 24-07-2021 15:13
Hi @Malv76,
Welcome to our Community Forums! Thank you for your post and I'm sorry to hear that you're experiencing some intermittent connection issues!
Apologies about the delay in replying. I was able to locate your account and I can see that there are no area issues that could be impacting your service at the moment. However, I can see on our system that your upstream and downstream power levels are not looking so great.
In order to have this issue resolved, I will need to have a technician booked in to look into this for you.
I will send you a Private Message in order to confirm some details before I can book the appointment for you. Please keep an eye out for a purple envelope at the top right corner of your forum page.
I will be in touch soon.
Thanks!
on 25-07-2021 00:00
on 25-07-2021 10:28
Hi @Malv76.
Thank you for confirming your details for me over Private Message.
I was able to book in your appointment for the first available date and confirmed this for you over PM. If you need to manage your appointment, you can do this on your online account.
Please keep us updated on how your appointment goes and if you need any further help or support.
Thanks! 🙂
on 25-07-2021 10:58