cancel
Showing results for 
Search instead for 
Did you mean: 

New VM customer - intermittent connectivity / sync failures

jonasw_
Tuning in

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.

Network Log

Time Priority Description

09/03/2023 11:04:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2023 11:04:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
6 REPLIES 6

jonasw_
Tuning in

Adding up/downstream channel stats...

Upstream bonded channels

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

13660000037512064 qam3
23010000036.8512064 qam4
34310000037.3512064 qam2
44960000038512064 qam1
52360000036512064 qam5

 

Downstream bonded channels

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

113875000015.337256 qam1
214675000015.437256 qam2
315475000015.338256 qam3
416275000015.538256 qam4
517075000015.538256 qam5
617875000015.838256 qam6
718675000015.938256 qam7
819475000016.138256 qam8
92027500001638256 qam9
1021075000016.338256 qam10
1121875000016.438256 qam11
1222675000016.438256 qam12
1323475000016.538256 qam13
1424275000016.538256 qam14
1525075000016.838256 qam15
1625875000016.938256 qam16
172667500001738256 qam17
182747500001738256 qam18
192827500001738256 qam19
2029075000017.438256 qam20
2129875000017.538256 qam21
2230675000017.538256 qam22
2331475000017.638256 qam23
2432275000017.638256 qam24



Downstream bonded channels

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

1Locked37.6325241217
2Locked37.6443337632
3Locked38.6556241087
4Locked38.6602337415
5Locked38.6615938771
6Locked38.6656738760
7Locked38.6658939817
8Locked38.6500545689
9Locked38.9478741100
10Locked38.6552441598
11Locked38.9190034344
12Locked38.6216642697
13Locked38.9244537586
14Locked38.9214737388
15Locked38.6228237507
16Locked38.6261536755
17Locked38.6262937499
18Locked38.6249237566
19Locked38.6276037698
20Locked38.9197928881
21Locked38.6444916888
22Locked38.9495917149
23Locked38.9511720774
24Locked38.6275515406

jonasw_
Tuning in

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. 

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. 

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

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 🙂

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