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Internet Dropouts

kylewc
Joining in

Hi All

I have been suffering with internet dropouts for the last few months

I have had tech support on the phone numerous times but they have been absolutely useless - i finally convinced them to send around and engineer (after threats of them saying it wasnt required and that i would have to pay a fee if he didnt find anything wrong) -> of course he did. He said the levels were all off and he did something to 'correct it'. I still experience dropouts though and its getting unbearable.

Network setup:

Virgin Modem (in modem mode) > USG > Switch > UAPs / Hardwired Clients

I have been running EMCO ping monitor with several Hosts

1) USG for LAN check -> 100% connectivity
2) Modem -> i get some dropouts on this - looks like the modem is restarting at times
3/4) Google/Open DNS -> internet check - more dropouts when Modem looses connection to internet

kylewc_0-1687852110598.png

I am also getting lots of Critical and Warnings from the Hub Status page, which i explained to both Phone support and also the Engineer (See below)

And obviously with the time stamps the occasions that i have no ping to the internet tie in with the time stamps of the SYNC Timing Synchronization failures.

I will also post the Downstream and Upstream levels below

This is now beyond a joke, its been months and Virgin have been absolutely useless - what else do I have to do to prove its a problem on their end to get it fixed?
Thanks

 

TimePriorityDescription
26/06/2023 22:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 22:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 21:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 21:05Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 21:05criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 21:05Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 21:05criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 19:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 19:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:15criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:15criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2023 17:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;



13 REPLIES 13

kylewc
Joining in
Downstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1227000000-1.237256 qam12
2219000000-1.237256 qam11
3235000000-1.237256 qam13
4243000000-1.737256 qam14
5251000000-1.737256 qam15
6259000000-1.537256 qam16
7267000000-138256 qam17
8275000000-0.938256 qam18
9283000000-0.738256 qam19
10291000000-0.738256 qam20
11299000000-0.238256 qam21
12307000000-0.238256 qam22
13315000000-0.438256 qam23
14323000000-0.738256 qam24
15331000000-138256 qam25
16339000000-138256 qam26
17347000000-0.738256 qam27
18355000000-138256 qam28
19363000000-138256 qam29
20371000000-1.238256 qam30
21379000000-138256 qam31
22387000000-1.438256 qam32
23395000000-138256 qam33
24403000000-138256 qam34
      
      
Downstream bonded channels     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked37.37123779998731 
2Locked37.67304386887026 
3Locked37.66984504558863 
4Locked37.67418494708790 
5Locked37.37099190603326 
6Locked37.67178937564708 
7Locked38.64595392492438 
8Locked38.64814274478279 
9Locked38.92340864434478 
10Locked38.93021159444195 
11Locked38.61823238408422 
12Locked38.92481966436808 
13Locked38.61371226385673 
14Locked38.62356527426220 
15Locked38.91407566389933 
16Locked38.62792049424479 
17Locked38.91224580376963 
18Locked38.61719526402611 
19Locked38.61106139330075 
20Locked38.61485858364608 
21Locked38.91057496323484 
22Locked38.91399810381703 
23Locked38.91018249325989 
24Locked38.61172130358495 

Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13010000046.5512064 qam9
24960000047.5512064 qam4
34310000047512064 qam5
43660000046.8512064 qam6
52360000046.5512064 qam10
      
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0060
2ATDMA0040
3ATDMA00260
4ATDMA00250
5ATDMA00190

kylewc
Joining in

and more dropouts now:

TimePriorityDescription
27/06/2023 12:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 12:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 11:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 10:08Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 10:08criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 09:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 09:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 09:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 09:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 08:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 08:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 08:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

and this ties up exactly at the same time that i lose connection to the internet:

 

8.8.8.8 - Google

kylewc_4-1687870126628.png

 

208.67.222.222 - OpenDNS

kylewc_5-1687870126630.png

 

and on some of these occasions i lose the Virgin Modem (but not all times)

kylewc_6-1687870126630.png

 

 

Hi @kylewc,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear you've been facing some broadband connection issues recently. I've just checked over things on our systems and I can't detect a fault currently that would explain this. Would you mind setting up a live BQM and sharing it with us here so we can look at your connection quality in real-time?

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


Well this is clearly the issue, you never see anything on your side but im losing the internet...

I have just setup a monitor

My Broadband Ping - Virgin Media 2

and while on the thinkbroadband site i just did a speed check

to note this is on a hard wired client so not wifi coverage related

kylewc_0-1687879993801.png

 

This is an image of how it looked in the past... 

 

kylewc_0-1687880568358.png

 

kylewc
Joining in

and very soon after i have a drop out at 17:20

which is alo visible on the BQM

kylewc_0-1687883059043.png

Network Log  
TimePriorityDescription
27/06/2023 17:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 17:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Hi @kylewc,

Thanks for that. I'm going to send you a private message in a few moments. Please respond to this when you can and we'll proceed from there with this.

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!