Internet dropping connection

[LukeMcpherson88]

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

[jbrennand · Accepted solution]

Do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

Also - post up your BQM for us to see.

[LukeMcpherson88]

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

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	-4	38	256 qam	9
2	211000000	-3	38	256 qam	10
3	219000000	-4.2	38	256 qam	11

Refresh data

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

1	46200000	5.4	5120	64 qam	3
2	39400000	5.4	5120	64 qam	4

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network LogTime Priority Description

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;

Broadband quality checker:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8ac6c1ae888aa1c5423f660da768597c78962337-04-05-2020

Thanks a lot for the help,

luke 

[Whitey32]

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. 

[handler]

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...

[Stephenlclarke]

I am also experiencing the same issue and have the same messages in the router logs. 

[Ashdowners]

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. 

[Martin_N]

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

[Ashdowners]

Thanks for the helpful response. I'll look forward to seeing if the service stabilises next week.

[Martin_N]

You're welcome. 

^Martin