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Malv76
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Intermittent dropouts

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 23:49:55noticeLAN login Success;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 23:31:7Warning!RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 23:27:20noticeLAN login Success;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 23:26:56Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 19:33:42Warning!RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 19:33:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 10:49:23Warning!RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 10:48:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 08:28:33Warning!RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 08:26:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 07:56:27Warning!RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 07:56:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 06:53:52Warning!RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 06:53:52criticalSYNC 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.

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Malv76
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Re: Intermittent dropouts

Forgot stream sorry.

Downstream bonded channels

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

1291000000-0.438256 qam20
2139000000-4.236256 qam1
3147000000-4.236256 qam2
4155000000-3.937256 qam3
5163000000-3.237256 qam4
6171000000-2.937256 qam5
7179000000-337256 qam6
8187000000-2.538256 qam7
9195000000-2.538256 qam8
10203000000-1.938256 qam9
11211000000-1.738256 qam10
12219000000-1.535256 qam11
13227000000-1.936256 qam12
14235000000-2.438256 qam13
15243000000-1.738256 qam14
16251000000-1.438256 qam15
17259000000-1.238256 qam16
18267000000-1.238256 qam17
19275000000-1.238256 qam18
20283000000-0.938256 qam19
21299000000038256 qam21
223070000000.238256 qam22
233150000000.238256 qam23
243230000000.438256 qam24



Downstream bonded channels

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

1Locked38.6290
2Locked36.36684435
3Locked36.62092970
4Locked37.661998407
5Locked37.32030
6Locked37.6510
7Locked37.6360
8Locked38.6190
9Locked38.6160
10Locked38.6170
11Locked38.6290
12Locked35.7210
13Locked36.6190
14Locked38.6140
15Locked38.6130
16Locked38.9240
17Locked38.9310
18Locked38.6270
19Locked38.9120
20Locked38.9120
21Locked38.6180
22Locked38.9100
23Locked38.9120
24Locked38.9120

 

Upstream bonded channels

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

13939993948.5512064 qam12
24619999650512064 qam11
35369998150512064 qam10
46030000950512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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lotharmat
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Re: Intermittent dropouts

Are there any known faults? Check on 0800 561 0061.

Looking at your D/S power levels they are spread pretty wide and one of them seems to be struggling with lots of PostRS errors - Log says that the modem is struggling to maintain a connection to the CMTS (RCS partial service means that not all D/S channels are working)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Malv76
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Re: Intermittent dropouts

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?

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lotharmat
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Re: Intermittent dropouts

Yup - Hang tight for VM Staff!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Malv76
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Re: Intermittent dropouts

Will do, thanks for the help!

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Paulina_Z
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Re: Intermittent dropouts

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!

Paulina_Z
Forum Team



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Malv76
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Re: Intermittent dropouts

I replied to your message Paulina, thankyou 🙂
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Paulina_Z
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Re: Intermittent dropouts

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! 🙂

Paulina_Z
Forum Team



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Malv76
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Re: Intermittent dropouts

Will do Paulina, thanks for getting back to me so quickly 🙂
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