Packet Loss and Intermittent conncection

[lightpipe]

Hi,

I have been having loss of connection for over a week now and need help to resolve the issue.  I work from home and rely on video conferencing and this problem is effecting my work.

Here is a direct link to my BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cd3e0a3e80f666a72f9b96aff1b392aaca...

I will post my router log

Any help you be very much appreciated

[lightpipe]

13/12/2021 15:21:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;13/12/2021 07:41:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;13/12/2021 07:15:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 13:06:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:47:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:40:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:18:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:16:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:13Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2021 12:09:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lightpipe]

1	139000000	-6.2	34	256 qam	1
2	147000000	-4.2	37	256 qam	2
3	155000000	-5	35	256 qam	3
4	163000000	-6	37	256 qam	4
5	171000000	-5	37	256 qam	5
6	179000000	-6.5	37	256 qam	6
7	187000000	-6.7	37	256 qam	7
8	195000000	-5.7	38	256 qam	8
9	203000000	-7.4	38	256 qam	9
10	211000000	-8.2	37	256 qam	10
11	219000000	-6.9	37	256 qam	11
12	227000000	-7	38	256 qam	12
13	235000000	-7.5	38	256 qam	13
14	243000000	-7.4	38	256 qam	14
15	251000000	-8	38	256 qam	15
16	259000000	-7.7	38	256 qam	16
17	267000000	-7.2	38	256 qam	17
18	275000000	-7.9	38	256 qam	18
19	283000000	-8.4	37	256 qam	19
20	291000000	-7	38	256 qam	20
21	299000000	-7.7	38	256 qam	21
22	307000000	-7.2	38	256 qam	22
23	315000000	-6.7	38	256 qam	23
24	323000000	-7.9	38	256 qam	24

Downstream bonded channels

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

1	Locked	34.9	1679203173	167451
2	Locked	37.6	75640	1479
3	Locked	35.5	182248476	1444
4	Locked	37.3	22211	1439
5	Locked	37.6	1764966	1272214
6	Locked	37.6	6335908	441041
7	Locked	37.6	28232899	1127
8	Locked	38.9	6657	203
9	Locked	38.6	10933	252
10	Locked	37.6	3746	156
11	Locked	37.6	3770	113
12	Locked	38.6	11117	113
13	Locked	38.6	6924	128
14	Locked	38.9	11597	111
15	Locked	38.6	3511	91
16	Locked	38.6	4103	281
17	Locked	38.6	1537	82
18	Locked	38.6	10522	19
19	Locked	37.6	15700	317
20	Locked	38.9	14486	201
21	Locked	38.9	15153	195
22	Locked	38.6	14930	177
23	Locked	38.9	12069	73
24	Locked	38.6	3585	3

[lightpipe]

Upstream bonded channels

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

1	25799980	50.8	5120	32 qam	6
2	39399856	51	5120	32 qam	4
3	46199986	51	5120	32 qam	3
4	32600041	51	5120	32 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[lotharmat]

Eugh! - That is a poor connection!

D/S power is too low and U/S is too high...

U/S has 32 QAM across the board whereas it should be 64!

Call 0800 561 0061 - there could be an outage that would explain these stats!

[lightpipe]

Thank you for letting me know.  I have just called the service status line and no reported issues

Many thanks

[lightpipe]

Hi

I'm still having lots of dropouts and have provided an updated BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6747798723587b5ebb07c3eae6eb05840b...

 Any help would be appreciated

[Molly_T]

Hi @light Pipe. 

Sorry to hear you have been experiencing an intermittent service. 

Our systems are picking up some signal level issues, and that a technicians appointment has been booked for you. 

You will be able to see the details of the appointment via your my virgin media account / app (You can also change the appointment here if needed.

In the meantime, I can also see you are running your hub in Modem mode - are you experiencing the same issues if you run your hub in Router mode? Are you experiencing these drop outs on a wired connection or via WIFI? 

Hopefully we can get this sorted for you. 

All the best. 

[Tudor]

You certainly have a signal issue, either a loose connection, check all are tightly secured, or a cabinet problem, you will possibly need moving to another tap. Running in modem or router mode will make no difference to the condition of the circuit. You’ll just have to wait for the technician’s visit.

[lightpipe]

Hi Molly and Tudor,

Many thanks for your reply and I have an engineer booked for Tuesday.  I have checked all the connections my end and they are tight and secured.  I have switched to running the superhub to router mode and I have generated a new BQM for the new IP address.  Live link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2cb2fed0e593c4adc59d9f11f1fcc04ba2...

 This should hopefully find out if switching to router mode has made any difference

Many thanks