on 02-05-2020 14:05
Our broadband drops out very regularly, a few times an hour for a few minutes (sometimes longer if the hub reboots itself).
After two engineer visits, a new hub and new cabling, the situation is no better. This has been an issue for 2 months. If I manage to speak to someone I am told that there is no issue on ‘their end’ and the virgin broadband test online is infuriating.
Following advice I have set up a thinkbroadband network monitoring app which over the last week shows constant ‘dropped packets’ and constant spikes of ‘high latency’. As a lay person I have no idea what this means but am told it can cause dropped connections.
Can anyone advice of a possible solution?
thanks
Luke
Answered! Go to Answer
on 02-05-2020 15:59
on 02-05-2020 15:59
on 04-05-2020 17:30
Thanks John,
Although I don’t understand a lot of what you said, it is the most comprehensive answer I have received so far.
I attached the information requested
Router status
Acquired Downstream Channel (Hz) | 203000000 | Locked |
Ranged Upstream Channel (Hz) | 46200000 | Locked |
Provisioning State
| Online |
1 | 203000000 | -4 | 38 | 256 qam | 9 |
2 | 211000000 | -3 | 38 | 256 qam | 10 |
3 | 219000000 | -4.2 | 38 | 256 qam | 11 |
1 | 46200000 | 5.4 | 5120 | 64 qam | 3 |
2 | 39400000 | 5.4 | 5120 | 64 qam | 4 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
Router status
04/05/2020 17:14:5 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/05/2020 17:14:5 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/05/2020 17:10:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/05/2020 17:10:36 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/05/2020 17:10:0 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/05/2020 17:10:0 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
https://www.thinkbroadband.com/broadband/monitoring/quality/share/8ac6c1ae888aa1c5423f660da768597c78962337-04-05-2020
on 21-06-2020 10:42
Did you manage to get your issues fixed? Mines doing exact same and has similar logs as yours. Been going on for over 5 weeks now. I even brought a new TP-Link router to see if it helps but although speeds have increased dramatically, still get constant drop outs daily.
on 22-06-2020 10:37
I'm also getting this exact same experience, super frustrating!
I have very similar logs as well:
22/06/2020 03:30:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
22/06/2020 02:50:10 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
22/06/2020 02:49:31 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
21/06/2020 22:56:8 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
21/06/2020 22:54:0 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
21/06/2020 22:07:10 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
On a superhub 3 in modem mode. I'll triple-check my coax connections but I'm pretty sure they're fine...
on 23-06-2020 01:13
I am also experiencing the same issue and have the same messages in the router logs.
on 12-07-2020 08:42
Yes, me too. I've used the SH3, then switched it to modem with a powerful Asus Router, then replaced that with a TP-LINK Mesh system. I conclude that what's happening within my walls is not the problem - it's the regular dropouts from Virgin that's the problem.
It's really disappointing to get a half-promising response to the first question posted but then no follow-through, despite many people having the same issue.
on 14-07-2020 13:36
Hi Ashdowners,
Thank you for your post and welcome to the community.
I'm sorry to hear about the issues you're having.
I have taken a look on our side and can see that we do have a congestion issue reported in your area.
The fault reference for this is: F007661893. The estimated fix date is: 22 JUL 2020 16:30.
^Martin
on 14-07-2020 16:11
Thanks for the helpful response. I'll look forward to seeing if the service stabilises next week.
on 14-07-2020 17:39
You're welcome.
^Martin