on 27-06-2022 19:46
I keep losing internet at completely random times throughout the last few weeks. I'm attaching data for help.
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 138750000 | Locked |
Ranged Upstream Channel (Hz) | 53700130 | Locked |
Provisioning State | Online |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 138750000 | 2.2 | 36 | 256 qam | 1 |
2 | 146750000 | 1.5 | 36 | 256 qam | 2 |
3 | 154750000 | 1.5 | 34 | 256 qam | 3 |
4 | 170750000 | 1.7 | 35 | 256 qam | 5 |
5 | 178750000 | 1.9 | 34 | 256 qam | 6 |
6 | 186750000 | 1.7 | 35 | 256 qam | 7 |
7 | 194750000 | 1.5 | 37 | 256 qam | 8 |
8 | 202750000 | 1.4 | 37 | 256 qam | 9 |
9 | 210750000 | 1 | 37 | 256 qam | 10 |
10 | 218750000 | 0.7 | 37 | 256 qam | 11 |
11 | 226750000 | 0.5 | 37 | 256 qam | 12 |
12 | 234750000 | 0 | 37 | 256 qam | 13 |
13 | 242750000 | -0.4 | 37 | 256 qam | 14 |
14 | 250750000 | 0.2 | 37 | 256 qam | 15 |
15 | 258750000 | 0.7 | 37 | 256 qam | 16 |
16 | 266750000 | 0.5 | 37 | 256 qam | 17 |
17 | 274750000 | 0.5 | 37 | 256 qam | 18 |
18 | 282750000 | 1 | 37 | 256 qam | 19 |
19 | 290750000 | 1 | 37 | 256 qam | 20 |
20 | 298750000 | 1.2 | 37 | 256 qam | 21 |
21 | 306750000 | 1.5 | 37 | 256 qam | 22 |
22 | 314750000 | 1.9 | 37 | 256 qam | 23 |
23 | 322750000 | 2 | 37 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.8 | 28817980 | 14679315 |
2 | Locked | 36.6 | 15705542 | 3614049 |
3 | Locked | 34.7 | 26433503 | 9429064 |
4 | Locked | 35.4 | 7049186 | 1426534 |
5 | Locked | 34.9 | 20711388 | 9495483 |
6 | Locked | 35.9 | 14605342 | 4507977 |
7 | Locked | 37.6 | 1360293 | 255784 |
8 | Locked | 37.6 | 908144 | 188475 |
9 | Locked | 37.6 | 638266 | 117530 |
10 | Locked | 37.3 | 686134 | 109328 |
11 | Locked | 37.3 | 1479530 | 195876 |
12 | Locked | 37.3 | 1671830 | 205459 |
13 | Locked | 37.3 | 677814 | 131181 |
14 | Locked | 37.3 | 427630 | 85298 |
15 | Locked | 37.3 | 567230 | 89961 |
16 | Locked | 37.6 | 1626587 | 206294 |
17 | Locked | 37.3 | 1035118 | 151033 |
18 | Locked | 37.6 | 480220 | 99734 |
19 | Locked | 37.6 | 396658 | 55361 |
20 | Locked | 37.6 | 687910 | 63355 |
21 | Locked | 37.6 | 407684 | 53525 |
22 | Locked | 37.6 | 236905 | 57813 |
23 | Locked | 37.6 | 261596 | 50787 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700130 | 51 | 5120 | 64 qam | 2 |
2 | 46200000 | 49.8 | 5120 | 32 qam | 3 |
3 | 39400000 | 50 | 5120 | 64 qam | 4 |
4 | 60300122 | 51 | 5120 | 64 qam | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 23 | 0 |
2 | ATDMA | 0 | 0 | 18 | 0 |
3 | ATDMA | 0 | 0 | 20 | 0 |
4 | ATDMA | 0 | 0 | 36 | 0 |
Time Priority Description
27/06/2022 18:41:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 18:41:23 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 18:40:22 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 18:39:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 18:39:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 18:34:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2022 18:34:0 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 27-06-2022 20:44
With those pre and post RS errors it looks like you have a connection issue to the hub from the cabinet. Are all your connections clean and finger tight from where the cable enters the property to the hub?
Is so I think it's a case of waiting for VM staff to help out.
on 27-06-2022 21:23
on 27-06-2022 21:32
No worries, worth checking the easy stuff first. I would suggest trying to get an engineer out. If you phone in you can arrange or sit tight here until forum staff come along.
30-06-2022 08:51 - edited 30-06-2022 08:53
Hi @towbeh,
Welcome back to our forums and sorry to hear you are having intermittent services.
We can understand this is not ideal and we want to best help. I have been able to access your service on our systems and there does appear to e an issue with your downstream power levels. In this case, I will send you a private message so we can book a technician visit to resolve this. Please look out for the purple envelope and provide a response when you can.
Thanks,
on 30-06-2022 15:57
No problem at all @towbeh.
Please let us know how the appointment goes.
You can also find out more about our compensation scheme here https://virg.in/autocomp
Thanks,
on 07-07-2022 14:12
It's started happening again after the technician visit.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/2abfabebab4068bbf69d268d166e20f832f6c446-07-07-2022
Time Priority Description
07/07/2022 13:02:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 13:02:12 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 13:01:49 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 13:01:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:59:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:59:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:57:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:57:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:56:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:56:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:56:5 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:55:27 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:55:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:55:24 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:55:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:55:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:54:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:53:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:51:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2022 12:51:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700005 | 51 | 5120 | 64 qam | 2 |
2 | 46200000 | 49.3 | 5120 | 32 qam | 3 |
3 | 39400000 | 51 | 5120 | 64 qam | 4 |
4 | 60300249 | 51 | 5120 | 64 qam | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 45 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt060-b.cm |
SFID | 163128 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 163127 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 07-07-2022 14:13
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 138750000 | 3.4 | 37 | 256 qam | 1 |
2 | 146750000 | 2.5 | 37 | 256 qam | 2 |
3 | 154750000 | 2.9 | 37 | 256 qam | 3 |
4 | 162750000 | 3 | 37 | 256 qam | 4 |
5 | 170750000 | 3 | 37 | 256 qam | 5 |
6 | 178750000 | 3.2 | 37 | 256 qam | 6 |
7 | 186750000 | 3.2 | 37 | 256 qam | 7 |
8 | 194750000 | 3 | 37 | 256 qam | 8 |
9 | 202750000 | 3 | 37 | 256 qam | 9 |
10 | 210750000 | 2.5 | 37 | 256 qam | 10 |
11 | 218750000 | 2.5 | 37 | 256 qam | 11 |
12 | 226750000 | 2.5 | 37 | 256 qam | 12 |
13 | 234750000 | 2.2 | 37 | 256 qam | 13 |
14 | 242750000 | 2 | 37 | 256 qam | 14 |
15 | 250750000 | 2.5 | 37 | 256 qam | 15 |
16 | 258750000 | 2.7 | 37 | 256 qam | 16 |
17 | 266750000 | 2.4 | 37 | 256 qam | 17 |
18 | 274750000 | 2.5 | 37 | 256 qam | 18 |
19 | 282750000 | 3 | 37 | 256 qam | 19 |
20 | 290750000 | 3 | 37 | 256 qam | 20 |
21 | 298750000 | 3.2 | 37 | 256 qam | 21 |
22 | 306750000 | 3.7 | 37 | 256 qam | 22 |
23 | 314750000 | 3.7 | 37 | 256 qam | 23 |
24 | 322750000 | 3.7 | 37 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.3 | 1247067 | 775573 |
2 | Locked | 37.3 | 1142780 | 825622 |
3 | Locked | 37.3 | 1057014 | 1882604 |
4 | Locked | 37.6 | 1114663 | 2112388 |
5 | Locked | 37.3 | 1061711 | 942030 |
6 | Locked | 37.3 | 1292667 | 1192930 |
7 | Locked | 37.6 | 1260299 | 1041320 |
8 | Locked | 37.3 | 1288965 | 620679 |
9 | Locked | 37.3 | 1315990 | 469950 |
10 | Locked | 37.3 | 1291682 | 389120 |
11 | Locked | 37.3 | 1233319 | 489943 |
12 | Locked | 37.3 | 1205210 | 490580 |
13 | Locked | 37.3 | 1236121 | 509454 |
14 | Locked | 37.3 | 1248866 | 499247 |
15 | Locked | 37.3 | 1236765 | 480545 |
16 | Locked | 37.6 | 1202287 | 429020 |
17 | Locked | 37.3 | 1105285 | 622391 |
18 | Locked | 37.6 | 1153159 | 593800 |
19 | Locked | 37.6 | 1181840 | 279478 |
20 | Locked | 37.3 | 1240247 | 119658 |
21 | Locked | 37.3 | 1304289 | 244061 |
22 | Locked | 37.3 | 1270106 | 175616 |
23 | Locked | 37.3 | 900248 | 12206 |
24 | Locked | 37.6 | 866802 | 6204 |
on 09-07-2022 16:59
Hi towbeh, sorry to hear you're still experiencing issues with your service after the tech visit.
Checking our systems I have identified a short-term connectivity issue which may cause intermittent or performance related issues with the your connection.
There aren't any other issues that would impact the connection and we believe it will only be a short-term issue and their connection will return to normal soon. Our network can sometimes be susceptible to the occasional blip. These can be caused be network fixes happening in the area or new customers being installed.
Please let us know if you are still experiencing the same issues after monitoring.
24-07-2022 01:25 - edited 24-07-2022 01:26
Per your request, I've been monitoring it for 2 weeks, it's still going down for large periods of time almost every day. I've attached links to the last 2 weeks and the current network logs and more in next posts.
Time Priority Description
24/07/2022 00:24:3 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:22:25 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:22:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:20:25 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:20:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:18:48 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:17:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:17:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:17:40 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:17:0 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:14:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:13:42 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:13:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:13:16 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:12:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:12:46 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:12:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:12:36 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:11:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 00:10:52 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |