Virgin Media SH3 Daily dropouts- RCS Partial Service/SYNC Timing Errors

[Henry9]

We have been dealing with more and more dropouts and disconections which can last between 30 seconds to minutes or until the Superhub gets restarted either manually or by itself, I have tried multiple things including reset/power cycle and have even had VM engineers out last year in Dec 2023, when they visited they replaced an old Coax splitter and said it was all fine (obviously is not) in Sept to improve WiFi we got a third party router which I didn't expect to fix problems just to improve the WiFi end since but the issues got worse??? we have since taken the other router out the equation and put the SH3 back into Routing mode and genuinely I don't know what to do, I ran a test with an Ethernet cable going from the SH3 in Modem mode to my PC and we get the speeds paid for it just goes out all of the time, I need help.

Before you ask yes I have setup a BQM but its not very conclusive but I will post if you ask.

Setup:

Virgin Media Superhub 3 VM M250 package

Logs: (these are from days ago but they still happen daily)

Data:

1	138750000	1.2	37	256 qam	1
2	146750000	1	37	256 qam	2
3	154750000	0.9	38	256 qam	3
4	162750000	1	37	256 qam	4
5	170750000	1.2	38	256 qam	5
6	178750000	1	38	256 qam	6
7	186750000	1	37	256 qam	7
8	194750000	0.9	37	256 qam	8
9	202750000	1	38	256 qam	9
10	210750000	1	37	256 qam	10
11	218750000	0.9	37	256 qam	11
12	226750000	0.7	35	256 qam	12
13	234750000	0.5	37	256 qam	13
14	242750000	0.4	36	256 qam	14
15	250750000	0.5	36	256 qam	15
16	258750000	0.7	33	256 qam	16
17	346750000	0	37	256 qam	27
18	354750000	0	37	256 qam	28
19	362750000	-0.2	37	256 qam	29
20	370750000	-0.2	37	256 qam	30
21	378750000	-0.5	37	256 qam	31
22	386750000	-0.5	37	256 qam	32
23	394750000	-0.7	38	256 qam	33
24	402750000	-0.7	37	256 qam	34

Downstream bonded channels

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

1	Locked	37.3	1025972623	4020588
2	Locked	37.6	241708399	7699879
3	Locked	38.6	153657130	5734844
4	Locked	37.6	213247764	963850
5	Locked	38.6	268631380	1560546
6	Locked	38.6	86660241	2158353
7	Locked	37.6	85489538	2132508
8	Locked	37.6	6189973	959051
9	Locked	38.6	208934867	864560
10	Locked	37.6	160536586	1729048
11	Locked	37.6	12512736	1955905
12	Locked	35.7	234639727	1428173
13	Locked	37.3	118880120	840005
14	Locked	36.3	31457145	1297978
15	Locked	36.3	22373081	1534751
16	Locked	33.8	75040333	4143620
17	Locked	37.6	433235	74177
18	Locked	37.6	420795	66067
19	Locked	37.6	348908	59392
20	Locked	37.6	335490	55385
21	Locked	37.3	319849	54933
22	Locked	37.6	347797	51221
23	Locked	38.6	353671	55523
24	Locked	37.6	336773	51367

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

1	49600014	49	5120	64 qam	1
2	36600111	48	5120	64 qam	3
3	23599795	47	5120	16 qam	9
4	30100120	47.8	5120	64 qam	4
5	43099926	48.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	13	0
3	ATDMA	0	0	20	0
4	ATDMA	0	0	5	0
5	ATDMA	0	0	15	0

Primary Downstream Service Flow

SFID	50286
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	50285
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Client62]

The connection has logged tens of millions of Pre RS Errors & Post RS Errors

Downstream bonded channels

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

1	Locked	37.3	1025972623	4020588
2	Locked	37.6	241708399	7699879
3	Locked	38.6	153657130	5734844
4	Locked	37.6	213247764	963850
5	Locked	38.6	268631380	1560546
6	Locked	38.6	86660241	2158353
7	Locked	37.6	85489538	2132508
8	Locked	37.6	6189973	959051
9	Locked	38.6	208934867	864560
10	Locked	37.6	160536586	1729048
11	Locked	37.6	12512736	1955905
12	Locked	35.7	234639727	1428173
13	Locked	37.3	118880120	840005
14	Locked	36.3	31457145	1297978
15	Locked	36.3	22373081	1534751
16	Locked	33.8	75040333	4143620
17	Locked	37.6	433235	74177
18	Locked	37.6	420795	66067
19	Locked	37.6	348908	59392
20	Locked	37.6	335490	55385
21	Locked	37.3	319849	54933
22	Locked	37.6	347797	51221
23	Locked	38.6	353671	55523
24	Locked	37.6	336773	51367

[Henry9]

Ah I see, I'm not very aware when it comes to understanding that, time for an engineer visit again?

[Henry9]

Update: narrowed the issue down to Coax connection somewhere, drops connection when moved.

[Matthew_ML · Accepted solution]

Hey Henry9, thank you for reaching out and I am so sorry you are struggling with your connection.

Let me send you a DM and we will check this out.