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debsp
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Router disconnecting every few minutes

on ‎12-02-2019 20:31

Hi,

I have been experiencing an issue with our Virgin Broadband whereby the connection drops every few minutes. The lights on the router do not change and, so there are no visual signs it has dropped, however if I am playing an online game or connected to my works network to work from home I get disconnected :-(. The problem exists for both wired and wireless devices connected. I have raised this issue several times now and we have had all the wires to the router replaced and have been told it is a network issue. However it just reoccurs a week after it has been fixed. I've cut and paste a bit of the network log below. The internet is dropping at the same time as the critical errors on the network log below.

When I phone up the helpdesk team they cannot locate an issue, since it all appears to be working fine from what they can view/access, because of this it can be a struggle to get the required help. Any help from here would be much appreciated!

Network log

Network Log

Time Priority Description

2019-02-12 20:05:08.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-12 20:05:24.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-12 20:05:48.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-12 20:05:48.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-12 20:07:16.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-12 20:07:49.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-12 20:11:13.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-12 20:11:20.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-12 20:11:36.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks,

Debs

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Klarkus
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Re: Router disconnecting every few minutes

on ‎12-02-2019 20:37

Getting exact same problem. Connected to Ethernet and I’m getting 1000ms ping. I’m on the phone on hold now and I bet you a tenner they say there’s a problem. The website says all fine. Whoever is in charge of keeping that up to date needs sacking. 

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Re: Router disconnecting every few minutes

on ‎13-02-2019 10:45

Hi debsp, 

 

Welcome to our community forums! 

 

I am really sorry you've been experiencing some problems with your broadband. 

 

How long does it disconnect for when it drops out? What speed tests are you getting on a wired and wireless connection? Are all of your devices effected? If you haven't already please check the cables are attached securely and give your hub a reboot. 

 

Look forward to hearing from you, 

 

 

 

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Re: Router disconnecting every few minutes

on ‎13-02-2019 10:47

Hi Klarkus, 

 

Thank you for getting in touch.

 

I am really sorry you're also experiencing issues with your broadband. What was the outcome of the call to our team? 

 

Many thanks, 

 

 

 

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Re: Router disconnecting every few minutes

on ‎13-02-2019 19:10

Many thanks for the welcome!

In response to your questions:

  • It will disconnect for about 15 seconds, if you are streaming something via say Netflix then its not too bad as it will just buffer past it. However online gaming or working from home will cause the connection to the service to drop disconnecting you. The disconnect is invisible, in that no lights on the router flash it looks like it is connected but the connection has no network traffic at all.
  • Just done a speediest from a wireless connection on a laptop, got a ping of 22ms, download 95.07 Mbps, upload 4.92 Mbps. When the connection drops during a speedtest it just gives 0.00 Mbps. You don't get any error it just sits their waiting either to be able to resume or just hangs there.
  • All devices are all disconnected during a disconnect both wired and wireless. I've also put the router into modem mode and had a PC wired into the router and the problem still persists.
  • I have rebooted and reset the router and this sadly has no effect. I have checked all the wires and they are firmly attached.

In the last few months a Virgin Engineer has replaced all the wiring as they thought it might be that. The other Engineers have told us that it is a network issue and the SNR upstream to the network junction is too low and so have called the networks team. This normally fixes the issue for a week or two and then it returns.

Debs

 

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Helpful Answer

Re: Router disconnecting every few minutes

on ‎13-02-2019 19:38

You could setup a BQM to see when you get disconnects
https://www.thinkbroadband.com/broadband/monitoring/quality

Do you get any T# timeouts show in the hub?

------BQM, Test for outgoing ports
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Re: Router disconnecting every few minutes

‎13-02-2019 21:26 - edited ‎13-02-2019 21:50

Cheers for the advice, I have setup a BQM and will post up the results later.

The timeouts are:

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0000
3ATDMA0020
4ATDMA0020

 

Debs

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Re: Router disconnecting every few minutes

on ‎14-02-2019 19:01

I have popped below the results of the BQM. It seems that the connection has gotten a lot healthier this morning. This tends to happen though and it will now work for a week or two fine and then often lapses back to having issues.

BQM

3ad3e820b93c6f4db178172a43c4d941b54e40b6-14-02-2019

Network log

Network Log

Time Priority Description

2019-02-14 06:56:51.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 06:58:12.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 06:58:52.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 06:59:01.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 06:59:35.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:01:08.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:01:12.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:01:18.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:02:00.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:02:25.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:02:28.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:02:28.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:02:31.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:02:31.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:02:41.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:02:55.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:03:04.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 07:03:07.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 08:01:26.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-14 17:12:35.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Debs

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