on 19-01-2022 18:40
Hi all,
I am a new customer but things haven't been going well for me at all. Getting the most unstable connection. Devices dropping connection, WiFi connected without Internet. I have run all the WiFi diagnostic tools and they show that the signal is fine. Can anyone help? I am at my wits end. Here are my router diagnostic logs.
19/01/2022 12:09:7 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/01/2022 12:09:6 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/01/2022 12:08:35 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/01/2022 12:08:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/01/2022 12:08:31 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/01/2022 21:50:7 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/01/2022 19:12:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/01/2022 19:12:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/01/2022 17:56:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/01/2022 17:11:40 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/01/2022 11:17:1 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/01/2022 19:57:14 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/01/2022 18:58:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/01/2022 23:46:58 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/01/2022 23:37:58 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/01/2022 23:31:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/01/2022 23:31:38 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/01/2022 23:31:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 3.5 40 256 qam 25
2 251000000 4.5 40 256 qam 15
3 259000000 4.6 40 256 qam 16
4 267000000 4.3 40 256 qam 17
5 275000000 4.4 40 256 qam 18
6 283000000 4.3 40 256 qam 19
7 291000000 4.3 40 256 qam 20
8 299000000 4.3 40 256 qam 21
9 307000000 3.7 40 256 qam 22
10 315000000 3.7 40 256 qam 23
11 323000000 3.4 38 256 qam 24
12 339000000 3 40 256 qam 26
13 347000000 3.7 40 256 qam 27
14 355000000 3.9 40 256 qam 28
15 363000000 4.1 40 256 qam 29
16 371000000 4.1 40 256 qam 30
17 379000000 4.5 40 256 qam 31
18 387000000 4.5 40 256 qam 32
19 395000000 4.5 40 256 qam 33
20 403000000 4.8 40 256 qam 34
21 411000000 4.5 40 256 qam 35
22 419000000 4.8 40 256 qam 36
23 427000000 4.4 40 256 qam 37
24 435000000 4.3 40 256 qam 38
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 2165 1301
2 Locked 40.3 832 851
3 Locked 40.9 735 778
4 Locked 40.3 853 761
5 Locked 40.3 2683 729
6 Locked 40.9 2044 3480
7 Locked 40.9 1437 1041
8 Locked 40.3 1230 2807
9 Locked 40.3 1366 2411
10 Locked 40.3 1772 2400
11 Locked 38.9 2123 1192
12 Locked 40.3 1781 1046
13 Locked 40.3 1496 938
14 Locked 40.3 1266 868
15 Locked 40.9 978 745
16 Locked 40.3 1298 850
17 Locked 40.3 799 695
18 Locked 40.9 821 779
19 Locked 40.3 1046 2623
20 Locked 40.3 814 733
21 Locked 40.9 777 644
22 Locked 40.9 828 715
23 Locked 40.9 783 628
24 Locked 40.3 875 647
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 46 5120 64 qam 1
2 46200000 45.5 5120 64 qam 3
3 39400000 45.5 5120 64 qam 4
4 53700000 45.8 5120 64 qam 2
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
I'm sorry if things aren't clear. I am using my tablet to post as the laptop won't connect.
Answered! Go to Answer
on 23-01-2022 14:19
@Carley_S the power levels posted are perfectly ok, it’s the Pre & Post RS errors that are the problem. This is often due to noise ingress.
19-01-2022 18:47 - edited 19-01-2022 18:49
Only issue in the stats is the Post RS errors - these need to be at 0 - but it might be historical accumulation - so can you do the below.
Logs dont look good though.... so can you set up a BQM as below
Also you havent said...are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?
What are the various Hub lights showing/doing when this happens?
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Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes
When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
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If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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
https://www.thinkbroadband.com/broadband/monitoring/quality
on 20-01-2022 09:27
Thanks so much for replying. I shall try and do all you have mentioned and get back to you guys.
Again, thanks so much for the reply.
on 20-01-2022 10:27
I can see from the log that the hub was rebooted on the 17th or 18th, so those stats are way too high for that short period. Best to check if there are any ongoing network problems in your area, otherwise I think you will need a technician’s visit.
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker
If no faults found:
Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.
on 23-01-2022 12:46
Hi @SEAN16
Welcome to the community!
Really sorry to hear you're having connection issues. I have located your account and can't currently see any power level issues. I can see you do have a technician booked for next week. Let us know how you get on with that and what they advise. Hopefully they will be able to resolve the issue for you.
on 23-01-2022 14:19
@Carley_S the power levels posted are perfectly ok, it’s the Pre & Post RS errors that are the problem. This is often due to noise ingress.
on 23-01-2022 15:24
Hi all,
Thanks again for you guys giving my issue a bit of attention.
But yes, I do have a technician booked for tomorrow morning. I'll let you know what is suggested!
Thanks