on 09-07-2022 07:54
Good morning,
I had hoped that I wouldn't have to resort to the forums but unfortunately I've found that the telephone and live chat support are entirely unwilling to listen to the information that I'm giving them (often hyperfixating on making WiFi changes when I've clearly stated that I'm testing on a wired connection).
In the past couple of weeks, my connection's download speed has dropped from ~220Mbps to ~93Mbps while the upload speed stayed the same at ~22Mbps. However, this was somewhat stable at the time. Now, I'm finding that my connection can barely stay open for more than a minute before dropping out and reconnecting.
I opened up the admin portal for my router and found the following error codes in the network log (Mac addresses ommited):
09/07/2022 07:41:48 | Warning! | RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:41:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:41:26 | Warning! | RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:41:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:41:24 | Warning! | RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:41:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:40:46 | Warning! | RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:40:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:40:29 | Warning! | RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:40:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:40:23 | Warning! | RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:40:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:40:15 | Warning! | RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
09/07/2022 07:40:15 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0; |
I understand that the telephone/live support are working from a set of canned responses but It's simply not good enough. I've been offered a technician visit on Wednesday but what do I do until then? As I sometimes work from home, am I expected to just stop working?
Any help anyone can provide would be greatly appreciated.
Kind Regards,
Gaia
on 09-07-2022 08:27
Post the rest of the data from the status pages and set up a BQM
I'd also keep that technician appointment (unless you can get an earlier one)
on 09-07-2022 08:34
Good morning g0akc,
Just to confirm, when you say to post the rest of the data, do you mean details that are in downstream/upstream etc
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/d472f6bceb532d275956e14c991b1a750fca9490][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/d472f6bceb532d275956e14c991b1a750fca9490.png[/img][/url]
on 09-07-2022 08:39
@GaiaWilds wrote:
Just to confirm, when you say to post the rest of the data, do you mean details that are in downstream/upstream etc
Yes (without any personal information)
on 09-07-2022 08:44
Apologies in advance for the wall of text!
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) | 203000000 | Locked |
Ranged Upstream Channel (Hz) | 39400000 | Locked |
Provisioning State | Online |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 3.2 | 38 | 256 qam | 9 |
2 | 139000000 | 3.5 | 38 | 256 qam | 1 |
3 | 147000000 | 3.7 | 38 | 256 qam | 2 |
4 | 155000000 | 4 | 38 | 256 qam | 3 |
5 | 163000000 | 3.9 | 38 | 256 qam | 4 |
6 | 171000000 | 3.7 | 38 | 256 qam | 5 |
7 | 179000000 | 3.7 | 38 | 256 qam | 6 |
8 | 187000000 | 3.7 | 38 | 256 qam | 7 |
9 | 195000000 | 3.5 | 38 | 256 qam | 8 |
10 | 211000000 | 3.4 | 38 | 256 qam | 10 |
11 | 219000000 | 3.2 | 38 | 256 qam | 11 |
12 | 227000000 | 2.5 | 38 | 256 qam | 12 |
13 | 235000000 | 2.2 | 38 | 256 qam | 13 |
14 | 243000000 | 2 | 38 | 256 qam | 14 |
15 | 251000000 | 1.7 | 38 | 256 qam | 15 |
16 | 259000000 | 1.7 | 38 | 256 qam | 16 |
17 | 267000000 | 2.7 | 38 | 256 qam | 17 |
18 | 275000000 | 2.7 | 38 | 256 qam | 18 |
19 | 283000000 | 3.2 | 38 | 256 qam | 19 |
20 | 291000000 | 4 | 38 | 256 qam | 20 |
21 | 299000000 | 4.5 | 38 | 256 qam | 21 |
22 | 307000000 | 4.3 | 40 | 256 qam | 22 |
23 | 315000000 | 4.6 | 38 | 256 qam | 23 |
24 | 323000000 | 4.6 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 29749 | 141656 |
2 | Locked | 38.6 | 38670 | 145519 |
3 | Locked | 38.6 | 35302 | 112571 |
4 | Locked | 38.9 | 35266 | 131839 |
5 | Locked | 38.6 | 34434 | 131865 |
6 | Locked | 38.9 | 32479 | 134817 |
7 | Locked | 38.6 | 32553 | 139909 |
8 | Locked | 38.9 | 31591 | 132600 |
9 | Locked | 38.9 | 30053 | 143814 |
10 | Locked | 38.6 | 32408 | 128966 |
11 | Locked | 38.6 | 32418 | 138645 |
12 | Locked | 38.9 | 32741 | 129148 |
13 | Locked | 38.6 | 31585 | 130555 |
14 | Locked | 38.9 | 31678 | 137919 |
15 | Locked | 38.6 | 29830 | 105406 |
16 | Locked | 38.6 | 29657 | 106241 |
17 | Locked | 38.6 | 31381 | 147259 |
18 | Locked | 38.6 | 30801 | 138199 |
19 | Locked | 38.9 | 30411 | 114446 |
20 | Locked | 38.9 | 32478 | 149367 |
21 | Locked | 38.9 | 32485 | 136803 |
22 | Locked | 40.3 | 9428 | 129128 |
23 | Locked | 38.9 | 8836 | 126023 |
24 | Locked | 38.9 | 34124 | 134487 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 37 | 5120 | 64 qam | 4 |
2 | 46199858 | 37.5 | 5120 | 64 qam | 3 |
3 | 53700000 | 38.3 | 5120 | 64 qam | 2 |
4 | 32600000 | 36.5 | 5120 | 64 qam | 5 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
on 09-07-2022 08:47
I see a lot of errors.
Can you reboot the hub (power off/on) to reset the error counter then post the refreshed data in a little while - see if error count still going up.
on 09-07-2022 09:02
Apologies for the wait g0akc, due to the intermittent connection my new post has been flagged for post flooding. I'll post it once the 6 minute wait has elapsed.
on 09-07-2022 09:07
@GaiaWilds wrote:Apologies for the wait g0akc, due to the intermittent connection my new post has been flagged for post flooding. I'll post it once the 6 minute wait has elapsed.
no problem - it's better t give it some time anyway, so we can see how many errors over a period
on 09-07-2022 09:07
Please find below the details you requested, post restart:
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) | 203000000 | Locked |
Ranged Upstream Channel (Hz) | 39400000 | Locked |
Provisioning State | Online |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 3 | 38 | 256 qam | 9 |
2 | 139000000 | 3.4 | 38 | 256 qam | 1 |
3 | 147000000 | 3.5 | 38 | 256 qam | 2 |
4 | 155000000 | 3.7 | 38 | 256 qam | 3 |
5 | 163000000 | 3.5 | 38 | 256 qam | 4 |
6 | 171000000 | 3.5 | 38 | 256 qam | 5 |
7 | 179000000 | 3.5 | 38 | 256 qam | 6 |
8 | 187000000 | 3.7 | 38 | 256 qam | 7 |
9 | 195000000 | 3.2 | 38 | 256 qam | 8 |
10 | 211000000 | 3.2 | 38 | 256 qam | 10 |
11 | 219000000 | 3 | 38 | 256 qam | 11 |
12 | 227000000 | 2.2 | 38 | 256 qam | 12 |
13 | 235000000 | 2 | 38 | 256 qam | 13 |
14 | 243000000 | 1.7 | 38 | 256 qam | 14 |
15 | 251000000 | 1.5 | 38 | 256 qam | 15 |
16 | 259000000 | 1.7 | 38 | 256 qam | 16 |
17 | 267000000 | 2.5 | 38 | 256 qam | 17 |
18 | 275000000 | 2.5 | 38 | 256 qam | 18 |
19 | 283000000 | 3 | 38 | 256 qam | 19 |
20 | 291000000 | 3.7 | 38 | 256 qam | 20 |
21 | 299000000 | 4.3 | 38 | 256 qam | 21 |
22 | 307000000 | 4 | 40 | 256 qam | 22 |
23 | 315000000 | 4.4 | 38 | 256 qam | 23 |
24 | 323000000 | 4.5 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 21758 | 38028 |
2 | Locked | 38.9 | 22689 | 42370 |
3 | Locked | 38.9 | 22707 | 41691 |
4 | Locked | 38.9 | 22772 | 40454 |
5 | Locked | 38.6 | 22363 | 40363 |
6 | Locked | 38.9 | 22246 | 39571 |
7 | Locked | 38.9 | 22239 | 38749 |
8 | Locked | 38.6 | 22048 | 38163 |
9 | Locked | 38.9 | 21860 | 38325 |
10 | Locked | 38.6 | 22091 | 37633 |
11 | Locked | 38.9 | 21863 | 37913 |
12 | Locked | 38.9 | 21915 | 36653 |
13 | Locked | 38.9 | 21709 | 37048 |
14 | Locked | 38.9 | 21719 | 37330 |
15 | Locked | 38.9 | 21513 | 37218 |
16 | Locked | 38.6 | 21781 | 36492 |
17 | Locked | 38.9 | 21387 | 51096 |
18 | Locked | 38.9 | 21244 | 35944 |
19 | Locked | 38.6 | 21688 | 37115 |
20 | Locked | 38.9 | 21700 | 37260 |
21 | Locked | 38.9 | 21929 | 37151 |
22 | Locked | 40.3 | 21889 | 37787 |
23 | Locked | 38.9 | 22112 | 37550 |
24 | Locked | 38.9 | 22061 | 38322 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 37.3 | 5120 | 64 qam | 4 |
2 | 46200000 | 37.8 | 5120 | 64 qam | 3 |
3 | 53700000 | 38.8 | 5120 | 64 qam | 2 |
4 | 32600000 | 36.8 | 5120 | 64 qam | 5 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 09-07-2022 09:15
It appears there's a broadband (cable connection) issue - you'll need a Virgin Technician's visit to address it.
Nothing to do with wireless as you already knew - I emapthise as the VM 'help' desk often display remarkable ineptitude...
In the meantime do just check for tight connections in the house or anything obvious with the cable into the property.