Virgin Media Community

[jonasw_]

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 11:04:40	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;

[jonasw_]

Adding up/downstream channel stats...

Upstream bonded channels

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

Downstream bonded channels

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

Downstream bonded channels

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

[jonasw_]

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. 

[Noughtboy]

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. 

[Noughtboy]

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

[jonasw_]

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 🙂

[David_Bn]

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