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GaiaWilds
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Unreliable Connection

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 07:41:48Warning!RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:41:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:41:26Warning!RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:41:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:41:24Warning!RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:41:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:40:46Warning!RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:40:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:40:29Warning!RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:40:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:40:23Warning!RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:40:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:40:15Warning!RCS Partial Service;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 07:40:15criticalSYNC 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

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g0akc
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Message 2 of 12
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Re: Unreliable Connection

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)

------------------------------------------------------------------------------------------------------------------------------
I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
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GaiaWilds
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Re: Unreliable Connection

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]
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g0akc
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Message 4 of 12
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Re: Unreliable Connection


@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)

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I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
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GaiaWilds
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Message 5 of 12
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Re: Unreliable Connection

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

Downstream bonded channels

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

12030000003.238256 qam9
21390000003.538256 qam1
31470000003.738256 qam2
4155000000438256 qam3
51630000003.938256 qam4
61710000003.738256 qam5
71790000003.738256 qam6
81870000003.738256 qam7
91950000003.538256 qam8
102110000003.438256 qam10
112190000003.238256 qam11
122270000002.538256 qam12
132350000002.238256 qam13
14243000000238256 qam14
152510000001.738256 qam15
162590000001.738256 qam16
172670000002.738256 qam17
182750000002.738256 qam18
192830000003.238256 qam19
20291000000438256 qam20
212990000004.538256 qam21
223070000004.340256 qam22
233150000004.638256 qam23
243230000004.638256 qam24

Downstream bonded channels

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

1Locked38.929749141656
2Locked38.638670145519
3Locked38.635302112571
4Locked38.935266131839
5Locked38.634434131865
6Locked38.932479134817
7Locked38.632553139909
8Locked38.931591132600
9Locked38.930053143814
10Locked38.632408128966
11Locked38.632418138645
12Locked38.932741129148
13Locked38.631585130555
14Locked38.931678137919
15Locked38.629830105406
16Locked38.629657106241
17Locked38.631381147259
18Locked38.630801138199
19Locked38.930411114446
20Locked38.932478149367
21Locked38.932485136803
22Locked40.39428129128
23Locked38.98836126023
24Locked38.934124134487

Upstream bonded channels

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

13940000037512064 qam4
24619985837.5512064 qam3
35370000038.3512064 qam2
43260000036.5512064 qam5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010
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g0akc
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Message 6 of 12
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Re: Unreliable Connection

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.

------------------------------------------------------------------------------------------------------------------------------
I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
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GaiaWilds
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Message 7 of 12
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Re: Unreliable Connection

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.

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g0akc
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Message 8 of 12
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Re: Unreliable Connection


@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

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I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
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GaiaWilds
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Message 9 of 12
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Re: Unreliable Connection

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

Downstream bonded channels

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

1203000000338256 qam9
21390000003.438256 qam1
31470000003.538256 qam2
41550000003.738256 qam3
51630000003.538256 qam4
61710000003.538256 qam5
71790000003.538256 qam6
81870000003.738256 qam7
91950000003.238256 qam8
102110000003.238256 qam10
11219000000338256 qam11
122270000002.238256 qam12
13235000000238256 qam13
142430000001.738256 qam14
152510000001.538256 qam15
162590000001.738256 qam16
172670000002.538256 qam17
182750000002.538256 qam18
19283000000338256 qam19
202910000003.738256 qam20
212990000004.338256 qam21
22307000000440256 qam22
233150000004.438256 qam23
243230000004.538256 qam24

Downstream bonded channels

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

1Locked38.92175838028
2Locked38.92268942370
3Locked38.92270741691
4Locked38.92277240454
5Locked38.62236340363
6Locked38.92224639571
7Locked38.92223938749
8Locked38.62204838163
9Locked38.92186038325
10Locked38.62209137633
11Locked38.92186337913
12Locked38.92191536653
13Locked38.92170937048
14Locked38.92171937330
15Locked38.92151337218
16Locked38.62178136492
17Locked38.92138751096
18Locked38.92124435944
19Locked38.62168837115
20Locked38.92170037260
21Locked38.92192937151
22Locked40.32188937787
23Locked38.92211237550
24Locked38.92206138322

Upstream bonded channels

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

13940000037.3512064 qam4
24620000037.8512064 qam3
35370000038.8512064 qam2
43260000036.8512064 qam5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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g0akc
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Message 10 of 12
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Re: Unreliable Connection

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.

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I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
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