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LonelyCat
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Intermittent internet cutouts

Hi, during evenings I keep getting internet drop outs (i.e. 100% packet loss etc.), and I just checked the network logs and see a bunch of warnings/criticals which approximately match the times I've had issues today:

Time Priority Description

19/04/2021 17:51:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:50:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:48:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:26:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:16:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:12:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:01:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:01:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:01:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 17:01:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:54:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:54:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:54:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:54:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:54:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:54:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:53:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:53:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:53:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:53:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

BQM graph:

LonelyCat_0-1618854962540.png

Am posting downstream/upstream in the next thread, i have no idea how to read them so I'm not sure if there is an issue there or not. For any VM customer support staff looking the VM account does not share an email with my forum account.

LonelyCat
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Re: Intermittent internet cutouts

Downstream bonded channels

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

12030000003.535256 qam9
22110000002.935256 qam10
32190000002.736256 qam11
42270000002.536256 qam12
52350000002.536256 qam13
6243000000337256 qam14
72510000003.437256 qam15
82590000003.537256 qam16
92670000003.237256 qam17
102750000003.537256 qam18
112830000003.737256 qam19
122910000003.938256 qam20
13299000000438256 qam21
143070000003.937256 qam22
15315000000438256 qam23
16323000000438256 qam24
173310000003.538256 qam25
183710000002.737256 qam26
193790000002.536256 qam27
203870000002.536256 qam28
213950000002.236256 qam29
224030000001.736256 qam30
234110000001.736256 qam31
244190000001.536256 qam32



Downstream bonded channels

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

1Locked35.51234813768
2Locked35.71107812522
3Locked36.1110718151
4Locked36.3105016615
5Locked36.8101228263
6Locked37.3101347837
7Locked37.399424950
8Locked37.692553270
9Locked37.690394518
10Locked37.689854989
11Locked37.688633677
12Locked38.285122285
13Locked38.279681763
14Locked37.975712563
15Locked38.276832818
16Locked38.274881970
17Locked38.267901313
18Locked37.36133614
19Locked36.664921140
20Locked36.66310888
21Locked36.65355532
22Locked36.34994323
23Locked36.35561747
24Locked36.65799

922

 

Upstream bonded channels

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

14620000047.5512064 qam3
23940000047.3512064 qam4
33260000047.8512064 qam5
42580000047.8512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

I tried restarting the router multiple times with no success for preventing this issue 😞

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lotharmat
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Re: Intermittent internet cutouts

The high PostRS errors combined with the BQM would indicate noise in the circuit. 

That would need VM to book an engineer to have a look. 

I'm sure someone will be along shortly to advise / book! 




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

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Kath_F
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Re: Intermittent internet cutouts

Hi LonelyCat, 

Thanks for your post and apologies to hear that you are having an issue with your broadband. As you have mentioned above that your Forum details don't match your account I will need to take some details form you to ensure I am checking the correct account. 

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
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Kath_F
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Re: Intermittent internet cutouts

Hi LonelyCat, 

Thanks for coming back to me via your Private message. I have been able to look in to the account now. 

Checking the Hub, all the stats look good. There doesn't appear to be any issues with it at all. Looking more closely at the part of the network you are on, there is no noise or congestion on the cable at all. 

As the router logs are showing some issues, I would like to get an engineer out to double check things. I have booked you in for the next available appointment. We cannot confirm the appointment time slot publicly, so to view this please sign in to My Virgin Media here: My VM


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. 


Lets us know how the appointment goes. 


Take care.

Kath_F
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LonelyCat
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Re: Intermittent internet cutouts

Engineer found no issue with our setup - however he was aware there was an Signal-to-noise ratio issue locally which had a ticket open until today - we've not had any more issues since last Thursday so hoping it was related to that and that is now fixed

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Zach_R
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Re: Intermittent internet cutouts

Hi @LonelyCat,

Thank you for getting back to us and providing us with that update. I'm really glad to hear that things seem to have improved and that the issue now appears to be resolved.

If you need our help with anything in the future, please don't hesitate to reach back out to us here on the forums.

Thanks,
 



Zach - Forum Team


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