Community FAQ
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

Short frequent disconnects

RAS111
Joining in

‎04-08-2021 19:06 - edited ‎04-08-2021 19:11

Hi all, have been having periods of disconnects with broadband. The disconnects last only a minute or so, but having many of them within short periods of time is quite frustrating. They seem to be mainly at peak times as you can see from the broadband quality monitor I have been running;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8446822de0508c8fd3d85ad479a8882f3d46a3f2-04-08-2021

 

Telephone support have been.........."interesting".............suggesting that this is because I have devices connected to 2.4g, but this is a problem with all devices, including those on ethernet connections soooooooo.....

Channels all look good:

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

12347500006.533256 qam13
2242750000733256 qam14
32507500006.833256 qam15
42587500006.533256 qam16
52667500006.533256 qam17
62747500006.933256 qam18
72827500007.334256 qam19
82907500007.333256 qam20
92987500007.133256 qam21
103067500007.334256 qam22
113147500007.534256 qam23
123227500007.834256 qam24
133307500007.934256 qam25
143387500007.334256 qam26
15346750000735256 qam27
163547500006.834256 qam28
173627500006.934256 qam29
183707500006.934256 qam30
19378750000734256 qam31
203867500006.834256 qam32
21394750000734256 qam34
22402750000734256 qam35
23410750000734256 qam36
244187500006.534256 qam37

 

Error log as follows;

04/08/2021 18:41:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:41:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:37:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:31:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:31:31Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:29:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:29:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:29:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:29:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:16:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:16:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:38:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:38:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:34:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:34:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:34:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:34:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:32:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:32:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:26:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Any help GREATLY appreciated!!! ❤️

0 Kudos
12 REPLIES 12

jbrennand
Very Insightful Person
Very Insightful Person

on ‎04-08-2021 21:16

Post up all of the data thus... The 2 pages from the Downstream, 2 from the Upstream, as well as the logs.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos

RAS111
Joining in
In response to jbrennand

on ‎05-08-2021 06:32

 

12347500006.334256 qam13
22427500006.635256 qam14
32507500006.334256 qam15
42587500006.334256 qam16
52667500006.334256 qam17
62747500006.534256 qam18
7282750000734256 qam19
8290750000734256 qam20
92987500006.934256 qam21
10306750000735256 qam22
113147500007.134256 qam23
123227500007.535256 qam24
133307500007.535256 qam25
14338750000735256 qam26
153467500006.835256 qam27
163547500006.435256 qam28
173627500006.535256 qam29
183707500006.534256 qam30
193787500006.535256 qam31
203867500006.435256 qam32
213947500006.635256 qam34
224027500006.535256 qam35
234107500006.534256 qam36
244187500006.135256 qam37

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

1Locked34.91134580166262
2Locked35992033257898
3Locked34.9935793362194
4Locked34.9840545768733
5Locked34.4805224966398
6Locked34.4757737366547
7Locked34.9555757763444
8Locked34.9630906780814
9Locked34.9671414880099
10Locked35654628781213
11Locked34.9665076378705
12Locked35488051078593
13Locked35409534279835
14Locked35.7361445278213
15Locked35.5372544979420
16Locked35.7469087979176
17Locked35609280275429
18Locked34.9667235378986
19Locked35652147873805
20Locked35651821270761
21Locked35649006874997
22Locked35606605072151
23Locked34.9608078171449
24Locked35579687766238
 
0 Kudos

RAS111
Joining in
In response to RAS111

on ‎05-08-2021 06:32

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

14620000045.5512064 qam1
23260000044512064 qam3
32579973743.8512064 qam4
43940000044.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos

RAS111
Joining in
In response to RAS111

on ‎05-08-2021 06:32

Network Log

Time Priority Description

05/08/2021 06:28:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:21:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:21:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:21:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:21:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:18:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:18:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:15:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:15:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:15:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:13:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:13:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:13:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:13:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:13:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:12:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 06:12:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 05:54:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 05:54:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2021 03:22:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos

Alex_RM
Forum Team
Forum Team

on ‎05-08-2021 08:20

Hi RAS111,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to see you've been having some connection issues.

 

I've been able to locate your account using your forums details and everything looks to be within the specification we would expect.

 

Can you confirm if you've tried a pin hole reset of the hub?

 

Alex_Rm

0 Kudos

RAS111
Joining in
In response to Alex_RM

‎05-08-2021 08:40 - edited ‎05-08-2021 08:42

Hi Alex, thanks for the reply!

I have indeed done multiple pin hole resets recently, last was approx 4 days ago.

as you can see, this issue is still hanging around!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/172c6b6d4712014009e6d2d39f894664177081ca-05-08-2021

Rich

0 Kudos

Alex_RM
Forum Team
Forum Team
In response to RAS111

on ‎05-08-2021 08:45

Thanks Rich,

 

I agree the BQM isn't the best, I'd like to arrange an engineer visit to take a closer look at this.

 

Before I do, I'll need to confirm a few details with you, I've popped you over a private message (purple envelope, top right hand corner)

 

Alex_Rm

0 Kudos

RAS111
Joining in
In response to Alex_RM

on ‎15-08-2021 13:59

Hello.

I have now had 3 techs visit my house over the last week. The first guy agreed there was something wrong, but couldn't fix it so tried to book me in the next day for a senior technician to visit. Very nice of him.

The 2nd tech visited who had only been working for virgin for 2 months, was only just starting to work on his own, and then made my services SUBSTANTIALLY worse. I had no internet at from about 1400 every day until the early hours of the morning.

The 3rd tech who visited on Friday has returned my services to the state they were in before. I now have internet the whole day but still have these short disconnects. His opinion is that it was a network issue. I was told that there was an overutilization fault in the area and that this could be the issue.

Here is my BQM for today

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b003077a52ff58dfc3d714f6b24a029469de83c7-15-08-2021

Network Logs in post below

My personal opinion is that this is indeed a network issue, and unlikely to be anything inside the property or between me and the cabinet. Can the network team please look into this.

0 Kudos

RAS111
Joining in
In response to RAS111

on ‎15-08-2021 13:59

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

13307500008.434256 qam25
22347500007.333256 qam13
32427500007.834256 qam14
42507500007.534256 qam15
52587500007.434256 qam16
62667500007.333256 qam17
72747500007.833256 qam18
82827500007.934256 qam19
9290750000834256 qam20
102987500007.633256 qam21
113067500007.934256 qam22
123147500008.134256 qam23
133227500008.334256 qam24
143387500007.934256 qam26
153467500007.534256 qam27
163547500007.334256 qam28
173627500007.534256 qam29
183707500007.434256 qam30
193787500007.634256 qam31
203867500007.534256 qam32
213947500007.534256 qam34
224027500007.534256 qam35
234107500007.534256 qam36
24418750000734256 qam37

 

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

1Locked34.314107337149007
2Locked33.953000465208185
3Locked34.338648650188685
4Locked3437975245205110
5Locked34.238698395206413
6Locked33.936462344205500
7Locked33.930257715200005
8Locked34.420840829189077
9Locked34.322314402195263
10Locked33.926755092200225
11Locked34.323394948194125
12Locked34.223718259202264
13Locked34.416414641199137
14Locked34.315988589189018
15Locked34.414639048194079
16Locked34.320269860193153
17Locked3424884753188300
18Locked34.323927755194006
19Locked34.323821906186292
20Locked34.421552280189658
21Locked34.422942731201288
22Locked34.422603278193225
23Locked34.323548337180673
24Locked34.321929225187891

 

Upstream bonded channels

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

14620000046.5512064 qam1
22580000044.3512064 qam4
33260000044.8512064 qam3
43940000045.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

 

0 Kudos
Top