on 20-07-2021 03:28
Hello all,
Been having problems with broadband for around a month now, contacted support multiple times which always involves restarting/resetting our hub which doesn't fix our problem, we asked for an engineer but they refuse to send one because they say they can't find a fault. Hoping someone here might be able to have a look.
Basically broadband is unstable (happens across all devices, many of which are plugged in via ethernet cable) it can be fine for a few hours then will just suddenly start to play up, it will non stop lose connection and just keep dropping out and in for a while. This may not even just be a hub/internet problem as TV sometimes loses signal in these times as well but who knows and zero help from virgin support.
I'll post my router status info here, last router restart was around 12-16 hours ago:
Network Log
Time Priority Description
20/07/2021 01:56:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:56:49 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:56:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:56:48 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:54:35 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:54:35 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:54:35 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:54:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:54:20 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:54:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:53:59 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:53:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:53:33 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:53:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:53:33 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:53:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:51:55 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:51:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:48:33 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 01:48:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Answered! Go to Answer
on 20-07-2021 07:06
on 20-07-2021 03:28
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | -8 | 37 | 256 qam | 25 |
2 | 234750000 | -6.7 | 36 | 256 qam | 13 |
3 | 242750000 | -6.9 | 37 | 256 qam | 14 |
4 | 250750000 | -7 | 37 | 256 qam | 15 |
5 | 258750000 | -7.2 | 37 | 256 qam | 16 |
6 | 266750000 | -7.4 | 37 | 256 qam | 17 |
7 | 274750000 | -7.5 | 37 | 256 qam | 18 |
8 | 282750000 | -7.5 | 37 | 256 qam | 19 |
9 | 290750000 | -7.7 | 37 | 256 qam | 20 |
10 | 298750000 | -7.7 | 36 | 256 qam | 21 |
11 | 306750000 | -8 | 37 | 256 qam | 22 |
12 | 314750000 | -7.9 | 37 | 256 qam | 23 |
13 | 322750000 | -8 | 36 | 256 qam | 24 |
14 | 338750000 | -8 | 36 | 256 qam | 26 |
15 | 346750000 | -7.9 | 37 | 256 qam | 27 |
16 | 354750000 | -8 | 36 | 256 qam | 28 |
17 | 362750000 | -7.9 | 37 | 256 qam | 29 |
18 | 370750000 | -7.9 | 37 | 256 qam | 30 |
19 | 378750000 | -7.9 | 36 | 256 qam | 31 |
20 | 386750000 | -8 | 37 | 256 qam | 32 |
21 | 394750000 | -8.2 | 37 | 256 qam | 33 |
22 | 402750000 | -8.2 | 37 | 256 qam | 34 |
23 | 410750000 | -8 | 37 | 256 qam | 35 |
24 | 418750000 | -8 | 37 | 256 qam | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.3 | 2351 | 42213 |
2 | Locked | 36.6 | 2109 | 54525 |
3 | Locked | 37.3 | 1496 | 54014 |
4 | Locked | 37.3 | 1096 | 54480 |
5 | Locked | 37.3 | 883 | 54538 |
6 | Locked | 37.3 | 905 | 54796 |
7 | Locked | 37.3 | 931 | 54888 |
8 | Locked | 37.3 | 1263 | 54607 |
9 | Locked | 37.3 | 7087 | 48754 |
10 | Locked | 36.6 | 2102 | 51216 |
11 | Locked | 37.6 | 2228 | 34981 |
12 | Locked | 37.3 | 2139 | 51936 |
13 | Locked | 36.6 | 2265 | 42977 |
14 | Locked | 36.6 | 3519 | 49788 |
15 | Locked | 37.3 | 3027 | 50490 |
16 | Locked | 36.6 | 2467 | 43273 |
17 | Locked | 37.3 | 2406 | 52232 |
18 | Locked | 37.3 | 2711 | 51967 |
19 | Locked | 36.6 | 6468 | 48043 |
20 | Locked | 37.3 | 6296 | 38279 |
21 | Locked | 37.3 | 5038 | 39619 |
22 | Locked | 37.3 | 7223 | 37415 |
23 | Locked | 37.3 | 9023 | 34229 |
24 | Locked | 37.3 | 1615 | 35420 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 41.3 | 5120 | 64 qam | 2 |
2 | 39400000 | 39.5 | 5120 | 64 qam | 4 |
3 | 46200000 | 40 | 5120 | 64 qam | 3 |
4 | 60300000 | 41 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 5 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
20-07-2021 04:57 - edited 20-07-2021 05:25
on 20-07-2021 07:06
on 20-07-2021 10:38
I did indeed have an attenuator (a 10db one), I removed that and now the d/s power levels range from around 1.0-2.0. The number of Post/Pre RS Errors are down to single digitis now also.
So far broadband seems more stable so hopefully that sorted it!
Thanks mate, I assume this was put in originally when I got the box so how come the power level changed?
on 20-07-2021 10:42
on 20-07-2021 15:55
I rang 150 several times and never got transferred to a real person. The automatic reply confirmed that I'd phoned previously about a broadband problem but the connection broke down when I was transferred to what I assume would have been a real person. This has happened eleven times in the last two days.
on 22-07-2021 11:15
Hi @griffhouse,
Welcome to our Community Forum! Thank you for your post, and apologies for the late reply.
I can understand how frustrating it can be to experience regular connection issues. I'm glad to see that our amazing Community members were able to help out in this situation.
I was able to locate your account and I cannot see any issues showing on our system. There are no power level issues listed at the moment and all your equipment looks good on our side.
Please keep us updated on your connection and let us know if there's anything we can do to help.
Thanks! 🙂