poor internet - Virgin team please assist

[chris24jt]

Hi,

ive started getting really poor internet and getting below errors repeated in the logs which is the times when i have no internet:

27/07/2021 21:17:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 21:17:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

im getting these errors:

Downstream bonded channels

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

1	Locked	38.6	741001	365130
2	Locked	38.9	121179	198271
3	Locked	38.9	486174	352474
4	Locked	38.2	653107	603578
5	Locked	38.6	87744	87953
6	Locked	33.9	341575	223255
7	Locked	35.7	241138	131049

this is after router was reset 20 minutes earlier so lots of errors in very short time.

speed tests vary from a few mb up to around 150mb but getting full internet drop out for a few minutes at a time.

from reading on various forums about these issues it requires an engineer to attend and its pointless trying to ring the technical lines and the advise is to post here for a UK Virgin person to assist - is this the case or can anyone advise please?

Thanks

Chris

[sophist]

can you post a full set of upstream/downstream data (all tables from those tabs) along with teh full network log..

[chris24jt]

Downstream bonded channels

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

1	138750000	-1	38	256 qam	1
2	146750000	-0.5	38	256 qam	2
3	154750000	-0.2	39	256 qam	3
4	162750000	-0.2	38	256 qam	4
5	170750000	-0.2	38	256 qam	5
6	178750000	-0.2	38	256 qam	6
7	186750000	0	38	256 qam	7
8	194750000	0	38	256 qam	8
9	202750000	0	38	256 qam	9
10	210750000	-0.2	38	256 qam	10
11	218750000	-0.5	40	256 qam	11
12	226750000	-0.5	38	256 qam	12
13	234750000	-0.7	38	256 qam	13
14	242750000	-1	38	256 qam	14
15	250750000	-0.7	38	256 qam	15
16	258750000	-0.5	38	256 qam	16
17	266750000	-0.2	38	256 qam	17
18	274750000	0	38	256 qam	18
19	282750000	0	40	256 qam	19
20	290750000	0.2	38	256 qam	20
21	298750000	0	38	256 qam	21
22	306750000	0	38	256 qam	22
23	314750000	-0.4	38	256 qam	23
24	322750000	-0.7	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	741001	365130
2	Locked	38.9	121179	198271
3	Locked	38.9	486174	352474
4	Locked	38.2	653107	603578
5	Locked	38.6	87744	87953
6	Locked	33.9	341575	223255
7	Locked	35.7	241138	131049
8	Locked	38.6	1863	0
9	Locked	38.9	1744	0
10	Locked	38.9	9149	0
11	Locked	40.3	8223	0
12	Locked	38.9	15009	1
13	Locked	38.9	9687	2
14	Locked	38.9	12708	2
15	Locked	38.9	14003	1
16	Locked	38.9	7689	0
17	Locked	38.9	4590	0
18	Locked	38.9	2870	0
19	Locked	40.3	2600	0
20	Locked	38.9	517	0
21	Locked	38.9	6	0
22	Locked	38.9	6	0
23	Locked	38.9	4	0
24	Locked	38.9	1	0

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

1	60299936	41.7	5120	16 qam	7
2	39400000	41.3	5120	32 qam	10
3	46200136	41.8	5120	16 qam	9
4	53700000	42.3	5120	32 qam	8

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[chris24jt]

Network Log

Time Priority Description

27/07/2021 22:35:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:32:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:31:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:30:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:25:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:25:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:20:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:17:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:08:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:07:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:05:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:04:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:04:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 22:01:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 21:59:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 21:58:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 21:57:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 21:57:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 21:55:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 21:55:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[sophist]

Power levels all look to be within spec but your upstream channels should all be at 64qam and from the logs it looks like your modem is losing sync with the cmts.  Post rs errors on those 7-8 channels are also a problem.

You will need an engineer visit - it usually takes a day or two for VM staff to get to posts but they can arrange one when they do, so sit tight and give em a couple of days to respond. 

[Paul_DN]

Hi Chris,

Thank you for reaching out to us in our community and welcome, sorry to hear your internet connection has been poor recently, 

I have had a look at things our end although I can see a lot of red no issues are showing, I have run further checks and the system has advised to do a pin reset?

just to rule out a software issue, first check all the internal connections are hand tight then push a pin/ paper clip in the back of the Router where it says reset, push in until you feel it press then hold in for a timed 1 Minute, do not reboot during or after and allow 15 Minutes to settle afterwards?

Once the Router has settled please post post a full set of upstream/downstream data (all tables from those tabs) along with the full network log again?

Regards

Paul.