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seb101
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Network dropouts since incident last week

Hi all,

Last week Virgin had a Broadband 'incident' in my area, which was supposedly resolved within a few hours.

Ever since then my broadband has been totally unreliable, which is impacting my ability to work from home.  The network will drop out for short periods frequently throughout the day, which is most noticable when on a video or voice Teams call, or streaming video.

Checking the router, it definitely looks like something is amiss, however if I 'check my service' on the online checker, it says everything is fine. 

What should I do?

Network Log

12/07/2021 10:50:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 10:36:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 10:29:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 10:23:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 09:41:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 09:00:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 08:33:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 08:31:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 08:01:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 08:00:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 07:55:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 07:23:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 05:50:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

1139000000-138256 qam1
2147000000-1.238256 qam2
3155000000-138256 qam3
4163000000-138256 qam4
5171000000-138256 qam5
6179000000-1.238256 qam6
7187000000-1.238256 qam7
8195000000-1.540256 qam8
9203000000-1.738256 qam9
10211000000-1.738256 qam10
11219000000-238256 qam11
12227000000-238256 qam12
13235000000-2.438256 qam13
14243000000-2.738256 qam14
15251000000-2.738256 qam15
16259000000-2.738256 qam16
17267000000-2.439256 qam17
18275000000-2.438256 qam18
19283000000-2.440256 qam19
20291000000-2.438256 qam20
21299000000-238256 qam21
22307000000-2.238256 qam22
23315000000-2.438256 qam23
24323000000-2.738256 qam24



Downstream bonded channels

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

1Locked38.946985173151720
2Locked38.61487783120240
3Locked38.997821744666
4Locked38.91164682190966
5Locked38.961333847353
6Locked38.921833549477
7Locked38.946334444390
8Locked40.3880206131899
9Locked38.967930655124
10Locked38.9856424454
11Locked38.9543732874
12Locked38.949417134173
13Locked38.946443431596
14Locked38.920318212
15Locked38.915479157
16Locked38.926461280
17Locked39.313967130
18Locked38.928549146
19Locked40.312593118
20Locked38.913550129
21Locked38.6774257
22Locked38.9695531
23Locked38.91008753
24Locked38.91424653

 

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lotharmat
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Re: Network dropouts since incident last week

When was the last time the hub was rebooted?

It would be good to start from a blank slate and see how fast those PostRS errors are building!

In the meantime:

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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seb101
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Re: Network dropouts since incident last week

Last night at around 7pm.  So it's been up about 18 hours.

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lotharmat
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Re: Network dropouts since incident last week

Yup - those PostRS errors are horrendous and would need VM to book a tech to fix!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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seb101
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Re: Network dropouts since incident last week

Thanks.  I called the faults line and I was pleasantly surpised to find that I was able to get an engineer booked without any fuss!  Much better than my last experience!

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lotharmat
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Re: Network dropouts since incident last week

Brilliant! - Let us know how it goes!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Paul_DN
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Re: Network dropouts since incident last week

Hi seb101,

 

Thank you for coming back to us and for the update, how did the technician visit go, are you still facing 

dropouts or has this now been resolved?

 

Regards

 

Paul.

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seb101
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Re: Network dropouts since incident last week

Happy to report it has been fixed.  The engineer attended and discovered it was a repeat of a problem I had a couple of years ago where an external junction box on the house had become filled with water and corroded the connector.  

He put a gel pack on it to try and stop it happening again. 

Looks like the timing was just a coincidence with the network fault, it’s been very wet recently! 

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Gareth_L
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Re: Network dropouts since incident last week

Hey seb101

That's great news to hear 

Thanks for the update 

Gareth_L

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