13-03-2023 17:40 - edited 13-03-2023 18:05
Hi,
Since the morning for the past ~10 hours my internet constantly disconnects every few minutes. I have called Virgin Support multiple times on the phone and they keep constantly going through troubleshooting and telling me it'll be fixed in few hours. But every time I call them they said that there are no details of someone attempting to fix my connection. I'm so beyond fed up already
My friend told me to try the forums, so here I am
I have tried using a service from Think Broadband to check my broadband quality (For reference, a good stable quality is supposed to be all green)
Here is also my network log from the router (Virgin Hub 3)
Thanks
13/03/2023 17:32:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:32:53 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:32:53 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:32:53 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:31:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:31:1 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:59 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:59 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:59 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:59 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:33 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:31 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:25 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 17:30:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 13-03-2023 18:36
If there is a known service fault in your area the best info comes from : 0800 561 0061 - it is an automated service.
on 13-03-2023 18:40
on 13-03-2023 18:49
on 13-03-2023 18:58
Hi, thanks for your assistance
The hub is 3.0 in normal mode. I have my desktop PC and a Steam Deck Dock connected via ethernet
1 | 139000000 | 10.9 | 40 | 256 qam | 1 |
2 | 147000000 | 10.5 | 40 | 256 qam | 2 |
3 | 155000000 | 10.3 | 40 | 256 qam | 3 |
4 | 163000000 | 10.1 | 40 | 256 qam | 4 |
5 | 171000000 | 10 | 40 | 256 qam | 5 |
6 | 179000000 | 9.9 | 40 | 256 qam | 6 |
7 | 187000000 | 10 | 40 | 256 qam | 7 |
8 | 195000000 | 10 | 40 | 256 qam | 8 |
9 | 203000000 | 9.9 | 40 | 256 qam | 9 |
10 | 211000000 | 9.6 | 40 | 256 qam | 10 |
11 | 219000000 | 9.6 | 40 | 256 qam | 11 |
12 | 227000000 | 9.5 | 40 | 256 qam | 12 |
13 | 235000000 | 9.5 | 40 | 256 qam | 13 |
14 | 243000000 | 9.4 | 40 | 256 qam | 14 |
15 | 251000000 | 9.4 | 40 | 256 qam | 15 |
16 | 259000000 | 9.4 | 40 | 256 qam | 16 |
17 | 267000000 | 9.1 | 40 | 256 qam | 17 |
18 | 275000000 | 9 | 40 | 256 qam | 18 |
19 | 283000000 | 9 | 40 | 256 qam | 19 |
20 | 291000000 | 8.8 | 40 | 256 qam | 20 |
21 | 299000000 | 8.9 | 40 | 256 qam | 21 |
22 | 307000000 | 8.9 | 40 | 256 qam | 22 |
23 | 315000000 | 9.1 | 40 | 256 qam | 23 |
24 | 323000000 | 9.5 | 40 | 256 qam | 24 |
1 | Locked | 40.3 | 120671 | 27940 |
2 | Locked | 40.3 | 138804 | 29229 |
3 | Locked | 40.9 | 148299 | 29268 |
4 | Locked | 40.9 | 153352 | 31648 |
5 | Locked | 40.3 | 158690 | 33127 |
6 | Locked | 40.3 | 148004 | 28330 |
7 | Locked | 40.3 | 141340 | 26869 |
8 | Locked | 40.9 | 118404 | 27015 |
9 | Locked | 40.9 | 105195 | 27243 |
10 | Locked | 40.3 | 94883 | 22912 |
11 | Locked | 40.3 | 78952 | 23466 |
12 | Locked | 40.3 | 65151 | 23511 |
13 | Locked | 40.9 | 48392 | 24447 |
14 | Locked | 40.3 | 36449 | 24881 |
15 | Locked | 40.9 | 27448 | 26514 |
16 | Locked | 40.9 | 20801 | 24848 |
17 | Locked | 40.9 | 13959 | 26109 |
18 | Locked | 40.9 | 8660 | 27857 |
19 | Locked | 40.3 | 7791 | 33854 |
20 | Locked | 40.3 | 4676 | 36779 |
21 | Locked | 40.9 | 6346 | 37746 |
22 | Locked | 40.3 | 3450 | 29883 |
23 | Locked | 40.9 | 2577 | 25714 |
24 | Locked | 40.9 | 3210 | 35533 |
on 13-03-2023 18:58
1 | 30100000 | 39 | 5120 | 64 qam | 4 |
2 | 49600000 | 39.5 | 5120 | 64 qam | 1 |
3 | 23600000 | 38.5 | 5120 | 32 qam | 5 |
4 | 43100000 | 39.3 | 5120 | 64 qam | 2 |
5 | 36600000 | 39.3 | 5120 | 64 qam | 3 |
1 | ATDMA | 0 | 0 | 6 | 0 |
2 | ATDMA | 0 | 0 | 4 | 0 |
3 | ATDMA | 0 | 0 | 5 | 0 |
4 | ATDMA | 0 | 0 | 4 | 0 |
5 | ATDMA | 0 | 0 | 7 | 0 |
13/03/2023 18:54:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:28 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:24 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:20 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:19 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:11 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:11 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:54:0 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:53:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:53:56 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:53:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:53:55 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/03/2023 18:53:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 13-03-2023 19:05
on 13-03-2023 19:18
Here's the link for the broadband quality monitor
I also thought maybe it was a loose cable with the coax cable and already double checked the connection within and outside the house while the router was off few hours ago
on 15-03-2023 20:04
Hi cmr333,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you're having an issue with your connection.
Taking a look at things this end, I can see there was an open fault affecting you which has since been closed as resolved. The BQM is looking a lot better so I'm hoping things are resolved for you.
Please pop back and let us know if you're continuing to have any issues.
Thanks,
on 15-03-2023 20:06