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ToxicHardware
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Sudden internet dropouts

on ‎01-01-2022 15:52

Our network drops out for a few mins at random times, this has happened for the past week.
All devices can still connect to the Virgin HUB 3 but no internet connection is being made.
These are the errors that display in the logs.
If any more info is needed please ask and I can provide what I can.
Many thanks!

Logs are as shown:

01/01/2022 15:30:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:29:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:29:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:56Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 15:28:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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newapollo
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Re: Sudden internet dropouts

on ‎01-01-2022 16:08

Hi @ToxicHardware 

You  also need FULL sets of data from the Downstream and  Upstream Logs pages. 

You should also set up a BQM monitor  at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK.

Dave

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ToxicHardware
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Re: Sudden internet dropouts

on ‎01-01-2022 16:24

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9561bb82be5fd12ddec05ae1088aede68f... 

Downstream:

1139000000-1.236256 qam1
2147000000-1.237256 qam2
3155000000-1.234256 qam3
4163000000-1.433256 qam4
5171000000-1.235256 qam5
6179000000-1.237256 qam6
7187000000-1.237256 qam7
8195000000-1.437256 qam8
9203000000-1.534256 qam9
10211000000-1.532256 qam10
11219000000-1.534256 qam11
12227000000-1.737256 qam12
13235000000-1.738256 qam13
14243000000-238256 qam14
15251000000-2.238256 qam15
16259000000-238256 qam16
17267000000-237256 qam17
18275000000-1.736256 qam18
19283000000-1.435256 qam19
20291000000-137256 qam20
21299000000-0.238256 qam21
22307000000038256 qam22
233150000000.438256 qam23
243230000000.238256 qam24

 

Upstream:

12580000049.3512064 qam4
24620000050.3512064 qam1
33940000050512064 qam2
43260000049.5512064 qam3

 

Thanks for the reply. Hope this is everything

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Tudor
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Re: Sudden internet dropouts

on ‎01-01-2022 16:37

Please post full set, missing are the Pre & Post downstream stats and the t1/2/3/4 upstream stats.


Tudor
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Re: Sudden internet dropouts

on ‎01-01-2022 17:52

Downstream Pre/Post Errors:

1Locked35.750226215765
2Locked36.62812775065
3Locked33.91944281632645
4Locked32.519994241585273
5Locked33.82122975460977
6Locked36.35147594227
7Locked37.35272942433
8Locked36.3134728911451
9Locked33.52521077293295
10Locked31.623029051715580
11Locked33.42279781384606
12Locked36.31352832894
13Locked38.6286114
14Locked38.6452048
15Locked38.63059620369
16Locked38.91112373815
17Locked37.32519711035
18Locked35.57603543860
19Locked33.9156608772094
20Locked37.3547161332
21Locked38.614253
22Locked38.613610
23Locked38.93830
24Locked38.92100

 

Upstream Timeouts:

1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

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Re: Sudden internet dropouts

on ‎01-01-2022 19:53

Horrendous level of Pre & Post errors, but they are accumulative so we cannot tell when they occurred. Please power cycle the hub to reset the counts and post a full set of figures after about 2 hours.


Tudor
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Re: Sudden internet dropouts

on ‎02-01-2022 15:29

Broadband Quality Monitor:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9561bb82be5fd12ddec05ae1088aede68f... 

Downstream:

1139000000-1.237256 qam1
2147000000-1.237256 qam2
3155000000-1.236256 qam3
4163000000-1.235256 qam4
5171000000-136256 qam5
6179000000-1.238256 qam6
7187000000-1.238256 qam7
8195000000-1.437256 qam8
9203000000-1.535256 qam9
10211000000-1.535256 qam10
11219000000-1.536256 qam11
12227000000-1.537256 qam12
13235000000-1.738256 qam13
14243000000-1.938256 qam14
15251000000-2.237256 qam15
16259000000-238256 qam16
17267000000-238256 qam17
18275000000-1.937256 qam18
19283000000-1.436256 qam19
20291000000-0.738256 qam20
212990000000.238256 qam21
223070000000.538256 qam22
233150000000.738256 qam23
243230000000.538256 qam24

 

Downstream Errors:

1Locked37.617681959
2Locked37.3111416
3Locked36.6397915
4Locked35.53827025
5Locked36.6369015
6Locked38.61368
7Locked38.61754
8Locked37.610859
9Locked35.71161428
10Locked355418190
11Locked36.6398318
12Locked37.635313
13Locked38.629821
14Locked38.930220
15Locked37.328551333
16Locked38.6329935
17Locked38.611298570
18Locked37.3294580015
19Locked36.616766
20Locked38.61770
21Locked38.91973
22Locked38.92187
23Locked38.91662
24Locked38.9430

 

Upstream:

12580000049.3512064 qam4
24620000050512064 qam1
33940000049.8512064 qam2
43260000049.3512064 qam3

 

Upstream Timeouts:

1ATDMA0010
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

Network Log after power cycle:

01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:38:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:30:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:24:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:34Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:22:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:22:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Sudden internet dropouts

on ‎02-01-2022 15:58

Broadband Quality Monitor:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9561bb82be5fd12ddec05ae1088aede68f... 

Downstream:

1139000000-1.237256 qam1
2147000000-1.237256 qam2
3155000000-1.236256 qam3
4163000000-1.235256 qam4
5171000000-136256 qam5
6179000000-1.238256 qam6
7187000000-1.238256 qam7
8195000000-1.437256 qam8
9203000000-1.535256 qam9
10211000000-1.535256 qam10
11219000000-1.536256 qam11
12227000000-1.537256 qam12
13235000000-1.738256 qam13
14243000000-1.938256 qam14
15251000000-2.237256 qam15
16259000000-238256 qam16
17267000000-238256 qam17
18275000000-1.937256 qam18
19283000000-1.436256 qam19
20291000000-0.738256 qam20
212990000000.238256 qam21
223070000000.538256 qam22
233150000000.738256 qam23
243230000000.538256 qam24

 

Downstream Errors:

1Locked37.617681959
2Locked37.3111416
3Locked36.6397915
4Locked35.53827025
5Locked36.6369015
6Locked38.61368
7Locked38.61754
8Locked37.610859
9Locked35.71161428
10Locked355418190
11Locked36.6398318
12Locked37.635313
13Locked38.629821
14Locked38.930220
15Locked37.328551333
16Locked38.6329935
17Locked38.611298570
18Locked37.3294580015
19Locked36.616766
20Locked38.61770
21Locked38.91973
22Locked38.92187
23Locked38.91662
24Locked38.9430

 

Upstream:

12580000049.3512064 qam4
24620000050512064 qam1
33940000049.8512064 qam2
43260000049.3512064 qam3

 

Upstream Timeouts:

1ATDMA0010
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

Network log after power cycle:

01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:38:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:30:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:24:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:34Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:23:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:22:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 10:22:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Re: Sudden internet dropouts

on ‎02-01-2022 16:06

Dreadful ! I will flag for VM to come here and comment.

Can you just check first if there is a "known issue" - try the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Sudden internet dropouts

on ‎02-01-2022 16:25

Hi @ToxicHardware,

Thank you for your posts and welcome back to our community forums. We're here to help.

I am very sorry to hear that you're having some ongoing issues with your broadband connection. I'm going to send you a private message in a few moments so we can take some additional details and have a closer look at things.

Please respond to this at your earliest convenience and we can go from there.

Thanks,
 



Zach - Forum Team


New around here? To find out more about the Community check out our Getting Started guide
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