Virgin Media Community

[Superkopite]

Hi There

My internet is dropping its connection every few mins and I need some help to sort it out. 

BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a4b7178403854198fc6b31e2168efdab10...

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	139000000	-0.5	38	256 qam	1
2	147000000	-1.7	38	256 qam	2
3	155000000	-1	38	256 qam	3
4	163000000	0.4	38	256 qam	4
5	171000000	0.2	38	256 qam	5
6	179000000	-0.4	38	256 qam	6
7	187000000	-0.9	38	256 qam	7
8	195000000	-0.5	38	256 qam	8
9	203000000	0	38	256 qam	9
10	211000000	0.4	37	256 qam	10
11	219000000	0	38	256 qam	11
12	227000000	-0.7	38	256 qam	12
13	235000000	-1.4	38	256 qam	13
14	243000000	-0.2	38	256 qam	14
15	251000000	0.7	38	256 qam	15
16	259000000	0.2	38	256 qam	16
17	267000000	-0.5	38	256 qam	17
18	275000000	-0.7	38	256 qam	18
19	283000000	-0.9	38	256 qam	19
20	291000000	0.5	38	256 qam	20
21	299000000	1.5	38	256 qam	21
22	307000000	1	38	256 qam	22
23	315000000	0.5	38	256 qam	23
24	323000000	1.7	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	1039282	1527971
2	Locked	38.6	1233151	47133
3	Locked	38.6	1472181	941143
4	Locked	38.6	1139689	1685351
5	Locked	38.6	8448	21198
6	Locked	38.9	1339770	1601215
7	Locked	38.6	1981540	239863
8	Locked	38.6	51	0
9	Locked	38.6	12	0
10	Locked	37.6	35	0
11	Locked	38.6	9	0
12	Locked	38.9	4	0
13	Locked	38.9	0	0
14	Locked	38.9	5	0
15	Locked	38.6	5	0
16	Locked	38.9	5	0
17	Locked	38.6	1	0
18	Locked	38.6	7	0
19	Locked	38.6	0	0
20	Locked	38.6	5	0
21	Locked	38.9	6	0
22	Locked	38.6	7	0
23	Locked	38.9	0	0
24	Locked	38.6	6	0

[Superkopite]

Upstream bonded channels

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

1	60300000	50.8	5120	64 qam	1
2	39400000	50.3	5120	64 qam	4
3	46200000	50	5120	64 qam	3
4	53700009	50.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Superkopite]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow

SFID	288666
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	288665
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[Superkopite]

etwork Log

Time Priority Description

08/02/2021 12:05:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:02:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:01:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 12:00:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:56:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:53:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:47:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:44:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:32:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:25:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:20:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:16:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:15:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:10:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:10:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:09:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:08:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:08:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 11:03:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 10:57:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Your connection is awful. The PostRS error counts in down channels 1-7 is bad news. BQM noit looking promising even at this early stage.

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly though try as soon as

[Superkopite]

Thanks, will call them in the morning

[Superkopite]

Thanks for your help

Engineer booked, but not until Saturday! 😢