Intermittent loss of broadband

[griffhouse]

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;

[griffhouse]

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

[griffhouse]

BQM

Only just set this up a few hours ago so not much data yet, but an example of what I'm experiencing.

[lotharmat · Accepted solution]

D/S power is too low! - DO you have an attenuator fitted to the back of the hub?

SMallish cylindrical object?

If you do - remove it and see if things improve!

If not - you'll need VM to send a tech to fix!

You can either wait here for a couple of days or:

You could call it in as a fault on 150
It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!

[griffhouse]

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?

[lotharmat]

Possibly! - There was probably some work in the cab and they moved you to a different 'tap' in it!

Keep an eye on it though - if the postRS errors start building quickly - you'll need a tech visit to investigate!

[DEP890606]

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.

[Paulina_Z]

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! 🙂