on 10-03-2021 10:51
I suffer frequent short breaks in service. The HUB 3 Network Log shows "SYNC Timing Synchronization failure - Loss of Sync", No Ranging Response received ", "RCS Partial Service;CM" issues, and the "Downstream Bonded Channels" shows many "Post RS Errors", which I guess suggests problems between the HUB 3 and the VM Network. A copy of the DownStream Bonded Channels log is shown below:
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 9023584 | 632096 |
2 | Locked | 40.3 | 9687825 | 711729 |
3 | Locked | 40.3 | 9781765 | 730529 |
4 | Locked | 40.3 | 9694414 | 801126 |
5 | Locked | 40.9 | 9619838 | 819908 |
6 | Locked | 40.9 | 9541280 | 818951 |
7 | Locked | 40.3 | 9459596 | 669537 |
8 | Locked | 40.3 | 9427910 | 654139 |
9 | Locked | 40.3 | 9410239 | 614866 |
10 | Locked | 40.3 | 9436753 | 827853 |
11 | Locked | 40.3 | 9422775 | 794028 |
12 | Locked | 38.9 | 9315169 | 764360 |
13 | Locked | 38.9 | 9357534 | 817780 |
14 | Locked | 40.3 | 9237361 | 795195 |
15 | Locked | 40.3 | 9285800 | 762320 |
16 | Locked | 40.3 | 9263285 | 734984 |
17 | Locked | 40.3 | 9276062 | 666104 |
18 | Locked | 40.3 | 9248001 | 794817 |
19 | Locked | 38.9 | 9122479 | 753218 |
20 | Locked | 40.3 | 9065474 | 763361 |
21 | Locked | 38.6 | 9062449 | 775609 |
22 | Locked | 38.6 | 9107021 | 777263 |
23 | Locked | 40.3 | 9093609 | 811173 |
24 | Locked | 38.9 | 8948675 | 753434 |
Please can someone in VM sort out these network issues. The constant interruptions in service is beginning to convionce me to move to another network!
on 15-03-2021 14:15
Hey @JayEnBee
Thanks for getting in touch with us and sorry for the issues that you're having.
I have been able to look into your account and cannot see anything that would be causing such issues. How are things looking at the moment?
Regards
Steven_L
on 15-03-2021 18:59
Hi Steven,
Thanks for your message. Things do seem to have got better over the last 18 hours, with no "Warning" or "Critical " messages in the HUB 3 Network log since 11:56 am yesterday, which had 2 such records..
Looking solely at this month, the number of Network Log records were:
3 March . . . 2
4 March . . . . 8
5 March . . . . 2
6 March . . . . 1
7 March . . . . 5
8 March . . . . 1
9 March . . . . 4
10 March . . . 2
11 March . . . .. 0
12 March . . . . 0
13 March . . . . .1
14 March . . . . .2
Though the numbers seem relatively low, my impression is that the interruptions to service are in fact more frequent, despite nothing showing in the Network Log. Hopefully it's a declining trend.
I notice the VM Help page suggests switching off the HUB 3 and restarting. Is this likely to help should the trouble continue, please?
Many thanks,
JayEnBee
on 16-03-2021 19:24
Sadly I spoke far too soon. Having just lost internet service, at 19:08 this evening, I immediately looked at the Network Log - when the HUB 3 finally decided to talk to me - and found 20 entries, almost all "Critical" (SYNC Timing Synchronization failure) or "Warning" (RCS Partial Service;CM-MAC), all today from 12:48 until the last at 19:08.
The PC was not in use today until early evening, so with little internet use today, I wasn't aware of any of these earlier problems.
Ironically that last one, which certainly interrupted service for several minutes, had a priority of "Notice", and was shown as "LAN login Success;CM-MAC=".
Please can you advise whether this is a faulty HUB 3, a line problem, or a problem with the exchange equipment?
Thanks for your help,
JayEnBee
on 16-03-2021 20:26
on 17-03-2021 14:51
Hi @JayEnBee,
Thanks for reporting back to us,
I have taken another look at your account and still can't see that there are any faults or outages, but have noticed you haven't rebooted your hub in 65 days, it might be worth giving this a go just to see if this improves anything.
Please do let us know,
Many thanks,
Sasha
Sasha - Forum Team
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on 19-03-2021 23:10
Whilst there are several categories - "Notice", Warning", "Critical" - each has a common factor in the description that they all refer to the Cable MAC address for my Hub 3, AND the CMTS - cable modem termination system - MAC Address **:**:**:**:**:**. The first part of this MAC address, '00-01-5C' , indicates the equipment is manufactured by CADANT Ltd, and would be situated in the exchange and/or Virgin Media premises..
Surely this clearly indicates that there is a regular, repeated service interruption between these two points, and certainly not within the HUB 3 nor on the WiFi network emanating from the Hub 3.
I have this evening tried the suggestion to switch of the Hub 3 and reinitialise. I await now to see the result!
on 22-03-2021 10:45
Hi @JayEnBee,
Just following up on your last message- have you noticed any improvements since the reboot?
Hope to hear from you soon 🙂
on 22-03-2021 21:45
Absolutely no improvement at all!
From the data extracted from the Network Log (which I suspect has limited capacity to store data!), there were 19 "Warning" / "Critical" events logged on 21 March, and so far 20 today, 22 March.
As before, each event identifies my WAN MAC address, and the MAC Address of the CADENT Inc CMTS. As the latter is within your Virgin Media equipment/network, I await VM's resolution of the problem.
on 23-03-2021 11:47
Thanks for getting back to us @JayEnBee.
Sorry to hear the issue is ongoing.
Can you please check the coax cable connections to see if this may be the cause of the issue? If this is not the case, I can arrange for a technician appointment for you.
Please let us know how you get on.
Thanks,