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kingcest
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Intermittent internet for two weeks

Hi all,

I am having some trouble with the intermittent internet for the past two weeks. My partner and I both work from home and it has become unbearable to have meeting calls. It happens to all devices connected to the Hub 3 that all of a sudden there is no internet at all, and it takes some time to get back on. The Hub did not show anything unusual when the internet is down. We have tried restarting the Hub but it did not solve the problem. Virgin self-diagnostics reported no issue either. 

Would be good to hear what could be the problem and how to solve it. Thanks.

I have set up a BMQ to capture the incidents: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d4c8d19356c47597f39d1f63d10f4e349206815d

Here is some more info from the router:

Network Log

Time Priority Description

24/04/2021 12:26:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:20:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:20:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:18:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:18:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:00:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:00:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:00:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:00:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 11:43:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 11:43:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 11:42:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 11:42:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 10:48:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 10:48:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 10:16:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 10:16:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 10:07:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 09:57:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 09:57:25Warning!RCS Partial Service;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

1723000000-8.538256 qam40
2539000000-5.740256 qam17
3547000000-6.238256 qam18
4555000000-6.438256 qam19
5563000000-6.238256 qam20
6571000000-6.735256 qam21
7579000000-7.437256 qam22
8587000000-738256 qam23
9595000000-6.931256 qam24
10603000000-7.438256 qam25
11611000000-7.538256 qam26
12619000000-833256 qam27
13627000000-836256 qam28
14635000000-7.438256 qam29
15643000000-7.732256 qam30
16651000000-8.535256 qam31
17659000000-8.238256 qam32
18667000000-834256 qam33
19675000000-8.235256 qam34
20683000000-8.538256 qam35
21691000000-8.734256 qam36
22699000000-8.938256 qam37
23707000000-838256 qam38
24715000000-7.938256 qam39

Downstream bonded channels

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

1Locked38.6586621629606
2Locked40.3666274162321
3Locked38.6881924279399
4Locked38.9771533241247
5Locked38.9791083304903
6Locked358047547988480
7Locked37.6561640524874
8Locked38.6387768509203
9Locked31.4710540144155643
10Locked38.9833340511408
11Locked38.6778965682563
12Locked33.975005892521505
13Locked36.12089129551352
14Locked38.9478361555182
15Locked32.1194511883217359
16Locked35.52316029594622
17Locked38.9812779455786
18Locked34.45035951638060
19Locked355378415752178
20Locked38.6823380534814
21Locked34.3351770873379098
22Locked38.6818186756930
23Locked38.6814897647808
24Locked38.9798084754641

 

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kingcest
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Re: Intermittent internet for two weeks

Also here is the upstream data in case it is useful for troubleshooting.

Upstream bonded channels

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

13260000037512064 qam5
22580000037512064 qam6
33940000237512064 qam4
44620002138.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jbrennand
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Re: Intermittent internet for two weeks

Your connection has issues that only a tech visit will sort - call it in.

All your Down power levels are too low and out of range - minimum is -6dBmV. Low SNR on some channels and lots of RS errors is not good - suggests "noise" getting in somewhere.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Sasha_W
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Re: Intermittent internet for two weeks

Afternoon @kingcest

 

Thanks for posting this on our forum page and sorry to hear you're having some issues. 

 

I have taken a look over your account via your forum information and can see that our team have tried to contact you today. Have you been able to get  into contact with our team today to discuss your issue further? 

 

Please do let us know if you still need our assistance today and more than happy to help 🙂 

 

Thanks 

Sasha - Forum Team


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kingcest
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Re: Intermittent internet for two weeks

Hi Sasha. It looks like it has been resolved. Thanks.

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Serena_C
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Re: Intermittent internet for two weeks

Hi @kingcest

 

Thank you very much for letting us know, glad to hear your connection issue has now been resolved! 🙂

 

Have a lovely day,

 

Serena

 

 

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