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chestnuth · ‎02-02-2022

Hi

My internet keeps dropping two to three times a day (usually between 11:30am and 2:30pm). When it does, the outage only lasts about 3 minutes. It's not WiFi, as the hub is in router mode and I am using a wired connection to the hub.

The errors in the router log suggest a problem with Virgin's network. This was today:

02/02/2022 14:14:35 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:14:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:12:24 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:12:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:49 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:43 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:40 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:40 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:32 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:32 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:31 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:31 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:27 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:19 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 14:10:19 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

I've had the broadband for about 3 months. This has been happening daily for the last 4 weeks.

The times of the outages correspond to the timing of the entries in the log. Can someone suggest how to resolve? I do a lot of internet video meetings so the outages are a real problem.

Lee_R · ‎10-03-2022

Hi @chestnuth

Thanks for confirming your details. I have booked the first available appointment based on the information provided. You can view and amend the appointment here.

Regards

Lee_R

See where this Helpful Answer was posted

gary_dexter · ‎02-02-2022

Post the full network, upstream and downstream logs from the hubs admin pages back here as text please

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chestnuth · ‎02-02-2022

Here are the logs...

Downstream Logs:

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	235000000	6.5	40	256 qam	13
2	139000000	7.6	40	256 qam	1
3	147000000	7.9	40	256 qam	2
4	155000000	7.9	40	256 qam	3
5	163000000	7.6	40	256 qam	4
6	171000000	7.5	40	256 qam	5
7	179000000	7.4	40	256 qam	6
8	187000000	7.5	40	256 qam	7
9	195000000	7.3	40	256 qam	8
10	203000000	6.9	40	256 qam	9
11	211000000	6.8	40	256 qam	10
12	219000000	6.5	40	256 qam	11
13	227000000	6.5	40	256 qam	12
14	243000000	6.1	40	256 qam	14
15	251000000	6.5	40	256 qam	15
16	259000000	6.5	40	256 qam	16
17	267000000	6.5	40	256 qam	17
18	275000000	6.5	40	256 qam	18
19	283000000	6.4	40	256 qam	19
20	291000000	6.6	40	256 qam	20
21	299000000	6.9	40	256 qam	21
22	307000000	7	40	256 qam	22
23	315000000	7.3	40	256 qam	23
24	323000000	6.8	40	256 qam	24

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	56349	66264
2	Locked	40.3	150958	216428
3	Locked	40.3	120925	134235
4	Locked	40.3	109702	124812
5	Locked	40.9	119886	145404
6	Locked	40.3	93289	100073
7	Locked	40.3	136386	169709
8	Locked	40.3	108186	131473
9	Locked	40.9	55945	90611
10	Locked	40.3	44522	91697
11	Locked	40.3	43678	78058
12	Locked	40.9	42105	74414
13	Locked	40.3	51332	85304
14	Locked	40.3	56948	76301
15	Locked	40.9	38562	79314
16	Locked	40.3	29481	72826
17	Locked	40.3	38370	85575
18	Locked	40.9	32995	71587
19	Locked	40.9	33936	77819
20	Locked	40.3	32529	77437
21	Locked	40.3	42784	63108
22	Locked	40.3	43144	64389
23	Locked	40.9	23780	62319
24	Locked	40.9	30261	65682

Upstream logs:

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53700000	44.5	5120	64 qam	2
2	60300000	45	5120	64 qam	1
3	39399981	43.5	5120	64 qam	4
4	46200000	44	5120	64 qam	3

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	2	0
2	ATDMA	0	0	178	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	147	0

Tudor · ‎02-02-2022

Very large amount of errors, but as they are accumulative you can not tell the most recent ones. To reset the count power cycle the hub and post a new full set of stats after say two hours.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

chestnuth · ‎02-02-2022

2 hours of logs after powering off/on...

Downstream:

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	235000000	6	40	256 qam	13
2	139000000	7.1	40	256 qam	1
3	147000000	7.5	40	256 qam	2
4	155000000	7.5	40	256 qam	3
5	163000000	7.4	40	256 qam	4
6	171000000	7.1	40	256 qam	5
7	179000000	7	40	256 qam	6
8	187000000	7	40	256 qam	7
9	195000000	6.9	40	256 qam	8
10	203000000	6.4	40	256 qam	9
11	211000000	6.4	40	256 qam	10
12	219000000	6.1	40	256 qam	11
13	227000000	6	40	256 qam	12
14	243000000	5.8	40	256 qam	14
15	251000000	6	40	256 qam	15
16	259000000	6	40	256 qam	16
17	267000000	6.1	40	256 qam	17
18	275000000	6.1	40	256 qam	18
19	283000000	6	40	256 qam	19
20	291000000	6.3	40	256 qam	20
21	299000000	6.4	40	256 qam	21
22	307000000	6.5	40	256 qam	22
23	315000000	6.9	40	256 qam	23
24	323000000	6.4	40	256 qam	24

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	5	0
2	Locked	40.3	0	0
3	Locked	40.9	5	0
4	Locked	40.9	6	0
5	Locked	40.9	5	0
6	Locked	40.9	0	0
7	Locked	40.9	0	0
8	Locked	40.3	5	0
9	Locked	40.3	5	0
10	Locked	40.3	5	0
11	Locked	40.3	5	0
12	Locked	40.3	5	0
13	Locked	40.9	5	0
14	Locked	40.3	0	0
15	Locked	40.3	5	0
16	Locked	40.9	5	0
17	Locked	40.3	5	0
18	Locked	40.3	5	0
19	Locked	40.3	0	0
20	Locked	40.9	4	0
21	Locked	40.3	5	0
22	Locked	40.3	6	0
23	Locked	40.3	4	0
24	Locked	40.3	0	0

Upstream:

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53700000	44.5	5120	64 qam	2
2	60300000	45	5120	64 qam	1
3	39400000	43.5	5120	64 qam	4
4	46200000	44	5120	64 qam	3

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Tudor · ‎02-02-2022

That’s all perfectly ok, you can expect a few Pre RS errors. Try posting another set tomorrow morning.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

chestnuth · ‎03-02-2022

12 hours later...

Downstream logs:

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	235000000	6	40	256 qam	13
2	139000000	7.4	40	256 qam	1
3	147000000	7.5	40	256 qam	2
4	155000000	7.5	40	256 qam	3
5	163000000	7.4	40	256 qam	4
6	171000000	7.1	40	256 qam	5
7	179000000	7	40	256 qam	6
8	187000000	7.1	40	256 qam	7
9	195000000	7	40	256 qam	8
10	203000000	6.5	40	256 qam	9
11	211000000	6.5	40	256 qam	10
12	219000000	6.1	40	256 qam	11
13	227000000	6.1	40	256 qam	12
14	243000000	5.9	40	256 qam	14
15	251000000	6.1	40	256 qam	15
16	259000000	6.3	40	256 qam	16
17	267000000	6.4	40	256 qam	17
18	275000000	6.4	40	256 qam	18
19	283000000	6.1	40	256 qam	19
20	291000000	6.5	40	256 qam	20
21	299000000	6.6	40	256 qam	21
22	307000000	6.8	40	256 qam	22
23	315000000	7	40	256 qam	23
24	323000000	6.5	40	256 qam	24

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	9	0
2	Locked	40.3	15	0
3	Locked	40.3	6	0
4	Locked	40.9	11	0
5	Locked	40.3	11	0
6	Locked	40.3	6	0
7	Locked	40.3	5	0
8	Locked	40.3	8	0
9	Locked	40.3	7	0
10	Locked	40.3	8	0
11	Locked	40.3	5	0
12	Locked	40.3	8	0
13	Locked	40.9	6	0
14	Locked	40.3	8	0
15	Locked	40.9	6	0
16	Locked	40.9	6	0
17	Locked	40.3	6	0
18	Locked	40.3	9	0
19	Locked	40.3	10	0
20	Locked	40.9	7	0
21	Locked	40.3	6	0
22	Locked	40.9	10	0
23	Locked	40.9	7	0
24	Locked	40.3	3	0

Upstream logs:

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53700000	44.5	5120	64 qam	2
2	60300000	45	5120	64 qam	1
3	39400000	43.5	5120	64 qam	4
4	46200000	44	5120	64 qam	3

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

I think the errors are likely to coincide with the outages. I'll likely have one or more today!

chestnuth · ‎05-02-2022

I had outages again on Friday accompanied by large numbers of errors during outages (the outages only lasted a few minutes each).

Network Log:

Time	Priority	Description
04/02/2022 13:41:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:56:13	Warning!	RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:56:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:55:30	Warning!	RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:55:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:55:17	Warning!	RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:55:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:55:6	Warning!	RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:55:3	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:55:3	Warning!	RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:54:57	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:54:55	Warning!	RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:54:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:54:30	Warning!	RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:54:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:53:46	Warning!	RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 12:53:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 10:54:36	Warning!	RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 10:54:14	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 10:54:3	Warning!	RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

Downstream logs:

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	10405	8580
2	Locked	40.3	109767	39670
3	Locked	40.9	47153	21879
4	Locked	40.3	31469	29296
5	Locked	40.3	30842	37595
6	Locked	40.3	21419	18218
7	Locked	40.9	83168	64783
8	Locked	40.9	68463	28749
9	Locked	40.3	11140	17480
10	Locked	40.9	10679	15969
11	Locked	40.3	12441	11924
12	Locked	40.3	10607	11366
13	Locked	40.3	12662	12819
14	Locked	40.3	11039	11578
15	Locked	40.9	9596	11441
16	Locked	40.3	7797	11182
17	Locked	40.3	11506	12019
18	Locked	40.3	8760	9067
19	Locked	40.3	8563	10583
20	Locked	40.9	8079	10429
21	Locked	40.3	8565	9913
22	Locked	40.9	8674	17968
23	Locked	40.3	5964	9224
24	Locked	40.9	7024	10594

Zach_R · ‎06-02-2022

Hi @chestnuth,

Thank you for your posts. I'm very sorry to hear you've been experiencing some connection issues recently.

Is the issue ongoing? If it is, can you set up and share a live BQM with us and also perform a factory reset of the router to see if that helps?

Thanks,

Zach - Forum Team
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Serena_C · ‎08-02-2022

Hi @chestnuth

Welcome back to our Community Help Forum 🙂

Sorry to hear you are experiencing connection drops between 11:30am - 2:30pm, I understand this must be frustrating for you. Does this happen every day? Please can you set up a Broadband Quality Monitor https://www.thinkbroadband.com/broadband/monitoring/quality and share the graph in here so we can see what's going on.

Best wishes,

Serena

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Internet keeps dropping for 2-3 minutes at a time