on 09-03-2023 11:14
I've just moved to a new property and joined VM. The first few days I was here my broadband worked fine, but it's just developed some (very) intermittent connection issues. It's *not* a WiFi issue but rather broadband service issues. I'm using my Hub 3 in modem mode with my TP-Link router but FWIW I have tried it in router mode as well with the exact same issues. I've done the usual - reboot hub, check coax connections etc.
The network log shows sync failures - from what I can read on this forum these sorts of errors normally require a technician. Also interestingly the issues seem to coincide with some heavy rain - could just be a coincidence but I wonder if there's water ingress into some equipment somewhere?
VM's online diagnostics tell me to wait 24 hrs before I can even start to book a technician which for someone WFH isn't ideal! Not a great start with VM. If anyone is able to help I'd be very grateful.
Time Priority Description
09/03/2023 11:04:40 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:40 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:40 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:40 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:40 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:20 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:20 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:16 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:16 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:16 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2023 11:04:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 09-03-2023 11:18
Adding up/downstream channel stats...
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 36600000 | 37 | 5120 | 64 qam | 3 |
2 | 30100000 | 36.8 | 5120 | 64 qam | 4 |
3 | 43100000 | 37.3 | 5120 | 64 qam | 2 |
4 | 49600000 | 38 | 5120 | 64 qam | 1 |
5 | 23600000 | 36 | 5120 | 64 qam | 5 |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 138750000 | 15.3 | 37 | 256 qam | 1 |
2 | 146750000 | 15.4 | 37 | 256 qam | 2 |
3 | 154750000 | 15.3 | 38 | 256 qam | 3 |
4 | 162750000 | 15.5 | 38 | 256 qam | 4 |
5 | 170750000 | 15.5 | 38 | 256 qam | 5 |
6 | 178750000 | 15.8 | 38 | 256 qam | 6 |
7 | 186750000 | 15.9 | 38 | 256 qam | 7 |
8 | 194750000 | 16.1 | 38 | 256 qam | 8 |
9 | 202750000 | 16 | 38 | 256 qam | 9 |
10 | 210750000 | 16.3 | 38 | 256 qam | 10 |
11 | 218750000 | 16.4 | 38 | 256 qam | 11 |
12 | 226750000 | 16.4 | 38 | 256 qam | 12 |
13 | 234750000 | 16.5 | 38 | 256 qam | 13 |
14 | 242750000 | 16.5 | 38 | 256 qam | 14 |
15 | 250750000 | 16.8 | 38 | 256 qam | 15 |
16 | 258750000 | 16.9 | 38 | 256 qam | 16 |
17 | 266750000 | 17 | 38 | 256 qam | 17 |
18 | 274750000 | 17 | 38 | 256 qam | 18 |
19 | 282750000 | 17 | 38 | 256 qam | 19 |
20 | 290750000 | 17.4 | 38 | 256 qam | 20 |
21 | 298750000 | 17.5 | 38 | 256 qam | 21 |
22 | 306750000 | 17.5 | 38 | 256 qam | 22 |
23 | 314750000 | 17.6 | 38 | 256 qam | 23 |
24 | 322750000 | 17.6 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 3252 | 41217 |
2 | Locked | 37.6 | 4433 | 37632 |
3 | Locked | 38.6 | 5562 | 41087 |
4 | Locked | 38.6 | 6023 | 37415 |
5 | Locked | 38.6 | 6159 | 38771 |
6 | Locked | 38.6 | 6567 | 38760 |
7 | Locked | 38.6 | 6589 | 39817 |
8 | Locked | 38.6 | 5005 | 45689 |
9 | Locked | 38.9 | 4787 | 41100 |
10 | Locked | 38.6 | 5524 | 41598 |
11 | Locked | 38.9 | 1900 | 34344 |
12 | Locked | 38.6 | 2166 | 42697 |
13 | Locked | 38.9 | 2445 | 37586 |
14 | Locked | 38.9 | 2147 | 37388 |
15 | Locked | 38.6 | 2282 | 37507 |
16 | Locked | 38.6 | 2615 | 36755 |
17 | Locked | 38.6 | 2629 | 37499 |
18 | Locked | 38.6 | 2492 | 37566 |
19 | Locked | 38.6 | 2760 | 37698 |
20 | Locked | 38.9 | 1979 | 28881 |
21 | Locked | 38.6 | 4449 | 16888 |
22 | Locked | 38.9 | 4959 | 17149 |
23 | Locked | 38.9 | 5117 | 20774 |
24 | Locked | 38.6 | 2755 | 15406 |
on 09-03-2023 17:09
Sorry for the bump but could I have a staffer to take a look at this? I’ve just had another dropout with sync failures in the log, again correlated with a rain shower.
on 10-03-2023 07:21
You will need a technician to come in and fit an attenuator (or a fliter) onto your line.
Your power levels are way to high on the downstream and out of spec - possibly even low on the Upstream (certainly Channel 2). You can see this firstly through the pre RS errors (although this would depend on how long the router has been up) but specifically through the post RS errors, being not only high but significantly >pre RS errors.
Your technician will come over, screw in the filter in about 30 seconds after 3 minutes on his little reader.
Book it in ASAP as that should hopefully do it.
on 10-03-2023 07:24
Oh, whilst he is there, you may want to ask him for a "summer" and a "winter" option for your filter. The power levels will fluctuate with the season and looking at yours, you are probably very close to the cabinet.
NB
on 10-03-2023 18:02
Thanks for trying to help - I've since heard from neighbours that the whole street has connectivity issues with VM that have been going on for some time and VM have been unwilling/unable to sort it. Thankfully I'm still within my 14 day cooling off period so I'll be cancelling my contract and signing up with another ISP 🙂
on 13-03-2023 12:49
Good Afternoon @jonasw_, thanks for your post on our Community Forums and a very warm welcome to you!
Sorry to hear of the issues with the services, and your desire to cancel.
Do please give our team a call on 0345 454 1111 or 150 if you wish to process the cancellation.
Alternatively, if you would like to keep the connection and allow us the opportunity to fix this issue, please come back to us and we'll work with you to have this resolved.
Kindest regards,
David_Bn