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Regular "Loss of sync" connection drops

Hi,

Like many others it seems from reviewing posts on here I'm experiencing a large volume of short internet drops every day that is really impacting my ability to work from home.

This issue has persisted since I had the service installed 2 months back. I had an engineer out 2 weeks ago who replaced both the inside and outside connection boxes as they were old/had splitters and were adding noise to the line but unfortunately this hasn't improved the situation.

Called VM asking for another engineer appointment however as "our tests show no issue with your line" that is apparently impossible to book in despite my hub network log clearly stating the connection is dropping regularly and all I can do is "wait and see if the problem goes away", seeming as it's persisted for 2 months I doubt it, completely unacceptable response.

I will post my network logs below and also provide the BQM live link which I've had up for the past few weeks. Would hugely appreciate if someone can review and get me an engineer visit booked in.

Thanks

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Re: Regular "Loss of sync" connection drops

Network log: (times quoted are out by 1 hour)

Time Priority Description

23/10/2020 14:23:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 14:23:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 14:23:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 14:23:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 14:04:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 14:04:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 13:53:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 13:53:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 13:45:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 13:45:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 13:42:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 13:42:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 12:30:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 12:17:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 12:15:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 12:07:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 12:06:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 12:06:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 09:18:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 09:18:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 3 of 15
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Re: Regular "Loss of sync" connection drops

Downstream bonded channels

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

1155000000-3.237256 qam3
2139000000-2.737256 qam1
3147000000-2.937256 qam2
4163000000-4.237256 qam4
5171000000-437256 qam5
6179000000-4.237256 qam6
7187000000-3.737256 qam7
8195000000-3.237256 qam8
9203000000-2.537256 qam9
10211000000-3.237256 qam10
11219000000-2.437256 qam11
12227000000-137256 qam12
13235000000-1.737256 qam13
14243000000-1.937256 qam14
15251000000-137256 qam15
16259000000-1.237256 qam16
17267000000-1.537256 qam17
18275000000-137256 qam18
19283000000-1.437256 qam19
20291000000-1.538256 qam20
21299000000-0.737256 qam21
22307000000038256 qam22
23315000000-0.937256 qam23
24323000000-0.237256 qam24



Downstream bonded channels

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

1Locked37.64136148
2Locked37.34814495
3Locked37.63626822
4Locked37.65435011
5Locked37.34825097
6Locked37.34655394
7Locked37.65364645
8Locked37.64554103
9Locked37.64733774
10Locked37.34904078
11Locked37.34912788
12Locked37.34443943
13Locked37.34882732
14Locked37.34992462
15Locked37.34692828
16Locked37.64142114
17Locked37.64592008
18Locked37.64672689
19Locked37.64412060
20Locked38.64692392
21Locked37.64432158
22Locked38.64092382
23Locked37.34652940
24Locked37.33971959
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Message 4 of 15
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Re: Regular "Loss of sync" connection drops

My BQM 

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Message 5 of 15
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Re: Regular "Loss of sync" connection drops

Bump: Can someone please look into this???

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Alessandro Volta
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Message 6 of 15
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Re: Regular "Loss of sync" connection drops

Bumping moves you back down the list.
Please do not bump threads

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Message 7 of 15
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Re: Regular "Loss of sync" connection drops

Hi Gary,

I appreciate a 'bump' after only a short amount of time might lead someone to take that approach but I've watched countless other new threads created after mine (including those created only yesterday/today) get picked up so seemed clear to me that mine (which is now a week old with zero response on) had been missed...

What am I supposed to do?

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Message 8 of 15
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Re: Regular "Loss of sync" connection drops

Hi dbailey10, thanks for your post - apologies for the delayed response & service issues too.

 

Checking things from here today everything appears to be OK there are no known issues and all the equipment appears to be functioning fine. Just to confirm - is this impacting wired connections too or does the problem lie with Wi-Fi specifically? 

 

Tom 

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Message 9 of 15
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Re: Regular "Loss of sync" connection drops

Hi Tom, 

This affects all devices both networked and wireless as the superhub itself is disconnecting from the Virgin network (evident from the loss of sync error messages).

The issue is intermittent, I can sometimes go hours, or occasionally even a day (wow!) without a loss of sync error but then I'll get 15 in a day.

Issue seems to happen more often during the day which obviously isn't ideal with working from home. 

As I say this has been happening since I had the service installed 2 months ago, had an engineer out who replaced the wall socket but this hasn't improved the situation. 

Thanks 

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Alessandro Volta
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Message 10 of 15
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Re: Regular "Loss of sync" connection drops

Can you post your Network Logs again please.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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