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shadycritt3r
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Internet keeps dropping out

I have Virgin Media internet and have recently been experiencing issues with internet temporarily going down for about 60-120 secs a time. This has been happening all weekend. The WiFi signal doesn't drop

 

I'm using the Hub 3.0 in modem mode, and I can see the following in the logs

```

02/08/2021 10:29:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=OMITTED;CMTS-MAC=OMITTED;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:29:34Warning!RCS Partial Service;CM-MAC=OMITTED;CMTS-MAC=OMITTEDCM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:29:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=OMITTED;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I don't really want to call Virgin, because I know full well I'll have to go through their basic checks, put the hub3.0 back into router mode, and the WiFi just isn't good enough for the amount of devices I have.

 

Any advice as I think there is a Virgin issue, but there service status say's everything is fine

```

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Andrew-G
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Re: Internet keeps dropping out

Go back to the status page where you found that fragment of the network log.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and all of Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

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shadycritt3r
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Re: Internet keeps dropping out

Hey, thanks for the response:

Downstream

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

1395000000-5.238256 qam33
2267000000-2.540256 qam17
3275000000-2.940256 qam18
4283000000-2.940256 qam19
5291000000-340256 qam20
6299000000-2.540256 qam21
7307000000-3.240256 qam22
8315000000-3.738256 qam23
9323000000-4.238256 qam24
10331000000-4.238256 qam25
11339000000-4.538256 qam26
12347000000-4.538256 qam27
13355000000-4.438256 qam28
14363000000-4.240256 qam29
15371000000-4.538256 qam30
16379000000-4.538256 qam31
17387000000-4.540256 qam32
18403000000-5.738256 qam34
19411000000-5.738256 qam35
20419000000-5.538256 qam36
21427000000-5.740256 qam37
22435000000-5.738256 qam38
23443000000-5.538256 qam39
24451000000-5.538256 qam40

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

1Locked38.9106910514
2Locked40.376110682
3Locked40.35562813
4Locked40.3101110708
5Locked40.369910615
6Locked40.310099269
7Locked40.310418713
8Locked38.971511061
9Locked38.971210957
10Locked38.971810896
11Locked38.98929379
12Locked38.98758953
13Locked38.99168655
14Locked40.310508551
15Locked38.985010680
16Locked38.99159400
17Locked40.326686558
18Locked38.943911727
19Locked38.996111126
20Locked38.9104011017
21Locked40.310939178
22Locked38.610039255
23Locked38.610169959
24Locked38.934365803

 

Upstream:

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

15370000048.3512064 qam2
23260000047512064 qam5
33940000048.3512064 qam4
44620000048.3512064 qam3

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00410
2ATDMA0000
3ATDMA00400
4ATDMA00440

 

Network log on separate post as it was too long

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shadycritt3r
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Re: Internet keeps dropping out

Network log

02/08/2021 10:38:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:29:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:29:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:29:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:29:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:29:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:29:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:29:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:28:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:28:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:28:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:28:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 10:28:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 07:00:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 07:00:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 06:55:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 06:55:37criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 06:54:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 06:54:18criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 06:42:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Re: Internet keeps dropping out

All looks bad - network log shows a rotten connection, there's too many post-RS errors, the downstream power levels are very low, and the usptream is seeing too many timeouts.  I'll mark for staff to advise.

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shadycritt3r
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Re: Internet keeps dropping out

Thank you very much for taking a look

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Tom_F
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Re: Internet keeps dropping out

Hi @shadycritt3r, thanks for getting in touch.

 

Apologies for the connection issues you've been experiencing. Thanks @Andrew-G for flagging.

 

I've taken a look into it and can confirm there's a known SNR issue in the area which is currently estimated to be resolved tomorrow morning. If you're still having problems with your connection at that point please let us know so we can check for an update & take further action if required. 

 

Tom

 

 

shadycritt3r
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Re: Internet keeps dropping out

Thanks for the update.

Look forward to the issue being resolved tomorrow

 

Have a good day