on 02-08-2021 11:54
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 10:29:35 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=OMITTED;CMTS-MAC=OMITTED;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:29:34 | Warning! | RCS Partial Service;CM-MAC=OMITTED;CMTS-MAC=OMITTEDCM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:29:34 | critical | SYNC 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
```
Answered! Go to Answer
on 02-08-2021 13:37
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
on 02-08-2021 12:05
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.
on 02-08-2021 12:18
Hey, thanks for the response:
Downstream
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 395000000 | -5.2 | 38 | 256 qam | 33 |
2 | 267000000 | -2.5 | 40 | 256 qam | 17 |
3 | 275000000 | -2.9 | 40 | 256 qam | 18 |
4 | 283000000 | -2.9 | 40 | 256 qam | 19 |
5 | 291000000 | -3 | 40 | 256 qam | 20 |
6 | 299000000 | -2.5 | 40 | 256 qam | 21 |
7 | 307000000 | -3.2 | 40 | 256 qam | 22 |
8 | 315000000 | -3.7 | 38 | 256 qam | 23 |
9 | 323000000 | -4.2 | 38 | 256 qam | 24 |
10 | 331000000 | -4.2 | 38 | 256 qam | 25 |
11 | 339000000 | -4.5 | 38 | 256 qam | 26 |
12 | 347000000 | -4.5 | 38 | 256 qam | 27 |
13 | 355000000 | -4.4 | 38 | 256 qam | 28 |
14 | 363000000 | -4.2 | 40 | 256 qam | 29 |
15 | 371000000 | -4.5 | 38 | 256 qam | 30 |
16 | 379000000 | -4.5 | 38 | 256 qam | 31 |
17 | 387000000 | -4.5 | 40 | 256 qam | 32 |
18 | 403000000 | -5.7 | 38 | 256 qam | 34 |
19 | 411000000 | -5.7 | 38 | 256 qam | 35 |
20 | 419000000 | -5.5 | 38 | 256 qam | 36 |
21 | 427000000 | -5.7 | 40 | 256 qam | 37 |
22 | 435000000 | -5.7 | 38 | 256 qam | 38 |
23 | 443000000 | -5.5 | 38 | 256 qam | 39 |
24 | 451000000 | -5.5 | 38 | 256 qam | 40 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 1069 | 10514 |
2 | Locked | 40.3 | 761 | 10682 |
3 | Locked | 40.3 | 556 | 2813 |
4 | Locked | 40.3 | 1011 | 10708 |
5 | Locked | 40.3 | 699 | 10615 |
6 | Locked | 40.3 | 1009 | 9269 |
7 | Locked | 40.3 | 1041 | 8713 |
8 | Locked | 38.9 | 715 | 11061 |
9 | Locked | 38.9 | 712 | 10957 |
10 | Locked | 38.9 | 718 | 10896 |
11 | Locked | 38.9 | 892 | 9379 |
12 | Locked | 38.9 | 875 | 8953 |
13 | Locked | 38.9 | 916 | 8655 |
14 | Locked | 40.3 | 1050 | 8551 |
15 | Locked | 38.9 | 850 | 10680 |
16 | Locked | 38.9 | 915 | 9400 |
17 | Locked | 40.3 | 2668 | 6558 |
18 | Locked | 38.9 | 439 | 11727 |
19 | Locked | 38.9 | 961 | 11126 |
20 | Locked | 38.9 | 1040 | 11017 |
21 | Locked | 40.3 | 1093 | 9178 |
22 | Locked | 38.6 | 1003 | 9255 |
23 | Locked | 38.6 | 1016 | 9959 |
24 | Locked | 38.9 | 3436 | 5803 |
Upstream:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 48.3 | 5120 | 64 qam | 2 |
2 | 32600000 | 47 | 5120 | 64 qam | 5 |
3 | 39400000 | 48.3 | 5120 | 64 qam | 4 |
4 | 46200000 | 48.3 | 5120 | 64 qam | 3 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 41 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 40 | 0 |
4 | ATDMA | 0 | 0 | 44 | 0 |
Network log on separate post as it was too long
on 02-08-2021 12:18
Network log
02/08/2021 10:38:45 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:29:35 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:29:34 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:29:34 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:29:27 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:29:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:29:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:29:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:28:52 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:28:48 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:28:48 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:28:48 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 10:28:48 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 07:00:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 07:00:57 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 06:55:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 06:55:37 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 06:54:18 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 06:54:18 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2021 06:42:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 02-08-2021 12:39
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.
on 02-08-2021 12:40
Thank you very much for taking a look
on 02-08-2021 13:37
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
on 02-08-2021 13:45
Thanks for the update.
Look forward to the issue being resolved tomorrow
Have a good day