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Persistent SYNC losses for weeks - thus service dropouts (1/2)

palmyra08
Up to speed

Hello in despair...

After many years of luckily spotless service, and many months since VM replaced my old hub with Hub 3: just a couple of weeks ago I started getting SYNC failures that keep making my connection drop sometimes every other minute on bad days, on better days several times per hour.

It varies, goes from good periods to extremely bad, as per attached BQM graphs, and it can "switch" even overnight - so not peak times. Whilst nothing whatsoever was changed at my end in any way (hub, cables, etc.) it makes me think this is some connection out there (cabinet or cabling). 

Calling 150 is absolutely pointless, the "support" is just vastly below any civilised word I can think of for it. Their diagnostic / test keeps saying service is fine, area check keeps saying no problems - which is ludicrous. 

Please see attached network logs, upstream and downstream stats (in this and following post), plus the BQM examples. This is a non-usable connection I am paying for. 

Is there any chance of somehow via forum VM support or anything to reach actual support for a clear technical failure of the service somewhere between my house and whatever cabinet (or beyond)?

Many thanks in advance.

 

Network Log

Time Priority Description

05/02/2023 12:43:4notice

LAN login Success;CM-

 

MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 12:31:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:31:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:31:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:31:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:31:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:08:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:08:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:08:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:08:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:08:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:08:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:04:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 12:04:16Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 11:56:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 11:56:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 11:56:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 11:56:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 11:44:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2023 11:44:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

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

14960000035.3512064 qam1
22360000034512064 qam5
34310000035512064 qam2
43010000034.3512064 qam4
53660000034.8512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0070
3ATDMA0030
4ATDMA0040
5ATDMA0020

 

19c34846c332b7104feff8d8c7dbabfdca6a4fff-05-02-2023 (2).png9ced974730e9aa585a18f087c023200ac6070a0e-04-02-2023.png92df824320be1d993bf06398829bc6e02a119029-30-01-2023 (1).png

24 REPLIES 24

palmyra08
Up to speed

2nd part: 

 

Downstream bonded channels

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

12030000003.936256 qam9
22110000003.736256 qam10
32190000002.936256 qam11
42270000002.936256 qam12
52350000002.736256 qam13
62430000001.535256 qam14
7251000000135256 qam15
82590000001.736256 qam16
92670000002.536256 qam17
102750000002.736256 qam18
112830000002.736256 qam19
122910000002.936256 qam20
13299000000336256 qam21
143070000003.237256 qam22
153150000002.737256 qam23
16323000000337256 qam24
173310000003.237256 qam25
18339000000337256 qam26
19347000000337256 qam27
203550000003.237256 qam28
213630000002.937256 qam29
22371000000237256 qam30
233790000001.236256 qam31
24387000000136256 qam32



Downstream bonded channels

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

1Locked36.3639473154
2Locked36.3818757461
3Locked36.6822258579
4Locked36.3716360221
5Locked36.6749560200
6Locked36.3810459231
7Locked36.3951457176
8Locked36.31072754412
9Locked36.6979467385
10Locked36.6872383444
11Locked36.6950372810
12Locked36.3589271265
13Locked36.6591957475
14Locked37.3720065339
15Locked37.6678164324
16Locked37.3734064726
17Locked37.3737464120
18Locked37.3663660616
19Locked37.3813466752
20Locked37.613321123477
21Locked37.314360133863
22Locked37.31400373644
23Locked36.61177757203
24Locked37.39809144827

 

BQM graph now shows again a quieter period without the earlier attached atrocious packet losses, with some "bursts" of hell - this has been going on for weeks, and some days are better, some are just unusable. From such "normal" periods it is impossible to assume somebody fixed something, as the very next day it can be completely unusable again.

I could not correlate it with e.g. wet weather either...

19c34846c332b7104feff8d8c7dbabfdca6a4fff-05-02-2023 (3).png

 

Hello,

an update is that whilst the service status phone line now states "issues" specific to my postcode (but "fails" to send me a link to track status), the re-checking option from same submenu states "no issues" (if anyone can figure out VM support lines, please let me know...).

Then via my account, it brings up a page saying both TV and broadband affected, with 13 Feb (!!!!) estimated fix date as "it is a complex issue". 

The situation currently is as bad as my earlier worst BQM graph, it is cutting out almost every minute with regular SYNC losses and critical warnings on the Hub3. So over the past couple of weeks this has been getting worse, with random OK and totally crazy periods, whilst VM service check kept saying no issues.

So is their system confused or I can now trust that they detected some issue... ? I wonder. But waiting one week for this... I registered for loss of service (although it is intermittent, but this is making it completely unusable for anything needing continuous connection), but that doesn't solve anything 🙂

 

Hello,

Not sure how to get (increasingly desperate) input - as per earlier attached information, the relentless broadband cutouts continue with same network log (Hub3 sync loss, heaps of post-RS errors). Please see fresh BQM below, in addition to previous ones.

The current service status checking phone line message changed to "we are improving our network" (yesterday was saying "there is an issue"), whilst the service status check page still states problem for my specific post code (GU14 8ER). The guesstimate is still a shocking `13 Feb fix date. 

Could I actually trust any of this, as the messages are not only changing but the same service check via different means actually contradict each other? 

There really is nothing I can do, after years of spotless broadband having last couple of weeks this exponentially increasing and now unusable frequency of disconnects??

Any thoughts appreciated, many thanks. 

97cce3b1bcce8b1f1b399b4b4a7b9f92b70257a0-06-02-2023 (1).png

Interestingly:  fault helpline (human, not the service check) says they see same 13 Feb estimate for a "fix" (which only shows as TV & broadband problem if I look on the service check website, whilst phone line states 9Am tomorrow and "improvement works"... go figure). 

He booked a technician for 10 Feb - quite curious what will result from that. Worryingly, he also asked me to pinhole / factory reset - but as it may trash my unusable connection even more (at least I am getting some intermittent connection now), it would anyway update its firmware overnight so... If FW is causing it, then wonderful...

Another quirk making me have zero faith in what the VM systems are telling me: if I enter a postcode just a few houses down the road, and no account holder surname, it says there are no issues. So if it specific to my postcode of a few houses, then this is not a heck of an area-wide "improvement work" nor widespread fault...

Well, this is when some move into con artist territory - this is beyond just lack of professionalism. 

After talking again to the so-called customer service team about the fault that was texted as "fixed" this morning, but still persisted (and 2 different ways of querying service status told 2 OTHER, also mutually contradictory stories with different time estimates and reasons): the "support" person stated the following, all trumped by documented facts:

- systems may take few hours to align with their information (actually, the few hours were more than two days, since website and phone line started to say 2 radically different reasons & time estimates);

- there was no problem on their side, so technician booking is to remain in the system for 10 Feb (actually, shortly after this, the "system" sent me update notifications: technician cancelled, this is a problem on "our side" and they are "working hard" in the area to fix this, with a new estimate of midnight). 

If somebody in the phone "support team" doesn't know something, and the multiple databases are out by days (!) relative to each other on the information held on the same issue, at least should not make up nonsense randomly as they go along - especially when their own websites, notifications and my hub logs document the opposite. 

I documented, recorded every revolting nonsense written and told since 4 Jan - and I am quite excited to see how this farce continues, as my next stop will be Ofcom about this - unless VM starts to show the first semblances of factual, truthful communication & actions. 

All this time the taken for an idiot customer is paying for a service that has been fundamentally failing since last week. 

Hey palmrya08, thank you for reaching out and I am so sorry to hear about these connection problems.

I have looked into this from our side and unfortunately I can still confirm there is an SNR area outate still.

This is now due to last until the 12th Feb 2023. Thanks  

Matt - Forum Team


New around here?

Dear Matt,

you may appreciate that this is quite exasperating: since 4 Feb, not only this fix estimate has been moving every day (latest I got over the phone was 10AM this morning, so this now clearly bumped by another 2 days), but also: website and app service check states everything is fine, runs the test, comes back fine... whilst fault helpline has automated message with no time estimate about area fault still persisting. 

Is there any real end to this, or the estimates will keep moving by further weeks until I leave VM for good? I just entered an 18 months new deal, but I can assure you, after weeks of this, I shall not pay any early termination penalties - over my dead body, I can absolutely promise this will not happen, based on all the facts documented by me since January - including how, at the same time, VM systems are telling me 2-3 mutually contradictory service status reports. 

Exact same issue in my area, for almost 2 weeks now - SNR, with the telltale PostRS errors going through the roof, not to mention BQM plots taken every day. The interesting issue: more than a decade of spotless broadband... now suddenly all falls apart, so wondering whether some cable / shielding got damaged by some previous work or whatever...

1. What is exasperating is how status check site could say countless times that everything is fine, whilst automated status check phone line at the same time was saying the opposite (and latter was always the actual reality). Something very badly wrong with VM IT infrastructure, if 2 systems accessing very same information at the same time can yield to completely contradictory statements. 

2. Even more exasperating: every single "fix" estimate has been moving by 1/2 day, 1 day, 5 days (!) into the future - no end in sight. My recent estimate, after today's prediction expired, suddenly moved to 15 Feb. It reduces faith in these estimates to zero by now.