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Internet Connection Keeps Dropping - Four Engineer Visits, No Change

Hi,

We have had an issue with our internet connection dropping continually for several months. We have already had our hub replaced.

Today we had our FOURTH engineer visit. Each engineer has done something different: One put electrical tape round an external connector. One replaced a connector in the pit, the third promised to escalate the problem to Virgin's network team (we never heard anything back), today's replaced another connector in the pit.

However, as you can see, the problem is still there. (The two solid blocks of 100% packet loss are the engineer working, then me rebooting the router a little later out of desperation after he'd left).

fatcandy_0-1603389221314.png

My wife and I both need a stable internet connection for work. (Because of the Virgin issue, I spend a lot of time tethered to my Three phone and, aside from slightly higher latency, it's 100% reliable).

Realistically, will this issue ever be resolved?

We live in a CityFibre area. Vodafone have a pretty terrible reputation for customer service too but we can't keep paying for something that simply doesn't work when we could just get FTTP.

>>> Our Live BQM  <<<

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Alessandro Volta
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Re: Internet Connection Keeps Dropping - Four Engineer Visits, No Change

Some stats would help.

Post the Network, Upstream and Downstream logs from the hub admin pages 


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Re: Internet Connection Keeps Dropping - Four Engineer Visits, No Change

Downstream bonded channels

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

14190000004.140256 qam32
22030000002.240256 qam9
32110000002.238256 qam10
42190000002.240256 qam11
5227000000238256 qam12
6235000000240256 qam13
7243000000240256 qam14
82510000002.440256 qam15
92590000002.740256 qam16
10267000000340256 qam17
11275000000340256 qam18
122830000003.240256 qam19
132910000003.240256 qam20
142990000003.438256 qam21
15307000000340256 qam22
163150000002.940256 qam23
173230000003.240256 qam24
183630000003.440256 qam25
193710000003.540256 qam26
203790000003.740256 qam27
213870000003.740256 qam28
22395000000440256 qam29
234030000003.940256 qam30
244110000004.340256 qam31



Downstream bonded channels

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

1Locked40.917194386
2Locked40.982313536
3Locked38.941083559
4Locked40.339043388
5Locked38.9160883889
6Locked40.9282814676
7Locked40.3118143836
8Locked40.335633080
9Locked40.342723494
10Locked40.3163834104
11Locked40.3178244402
12Locked40.352933564
13Locked40.331383524
14Locked38.971653621
15Locked40.396953924
16Locked40.347953982
17Locked40.317163835
18Locked40.915653340
19Locked40.319793297
20Locked40.921334349
21Locked40.319433491
22Locked40.314863070
23Locked40.316783509
24Locked40.920334439

 

Upstream bonded channels

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

1326000044.6512064 qam5
2394000094.6512064 qam4
3462000244.65512064 qam3
4537000264.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Internet Connection Keeps Dropping - Four Engineer Visits, No Change

Network Log

Time Priority Description

22/10/2020 17:59:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 17:57:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 17:57:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 17:34:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 17:34:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:48:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:48:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:30:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:30:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:29:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:29:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:25:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:25:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:06:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:06:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 15:43:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 15:43:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 15:23:49criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 15:22:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 15:22:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

The engineer left at 1623 (1523 in the network log)

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Re: Internet Connection Keeps Dropping - Four Engineer Visits, No Change

I'd be really grateful for any advice either technical or how to get a response from Virgin. (Or if it's worth pursuing at all). 

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