on 21-07-2021 14:02
Hi all,
I have been having random disconnects throughout the day for about 30 seconds each time. After talking to Virgin Support they sent out an engineer who replaced everything possible that he could. The Router, the cable to the wall, the box on the wall, the connections outside and connections at the box on the street.
The engineer also showed me a speed test where I was getting my expected download and upload speeds once he had completed the work.
Unfortunately nothing has changed and I am still getting random disconnects. And now to make it worse, today I am only seeing download speeds of 30mbps per second instead of the 365 that was shown on the engineer visit.
Looking at the network log for the router I see the below errors, of RCS Partial and Sync Timing. has anyone else see this problem even after a full fresh replacement of all hardware involved?
21/07/2021 12:52:34 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:44:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:42:51 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:27:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:27:33 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:09:2 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:09:2 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:08:19 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:07:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:07:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:03:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:03:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:01:35 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 12:01:35 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 11:28:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 11:28:47 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 11:28:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 08:57:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:45:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 13:45:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 21-07-2021 14:05
on 21-07-2021 14:12
Hi Lotharmat,
Thanks for the reply 🙂
Acquired Downstream Channel (Hz) | 474250000 | Locked |
Ranged Upstream Channel (Hz) | 46200000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 474250000 | -9 | 38 | 256 qam | 9 |
2 | 482250000 | -8.9 | 37 | 256 qam | 10 |
3 | 490250000 | -8.7 | 37 | 256 qam | 11 |
4 | 498250000 | -8.5 | 38 | 256 qam | 12 |
5 | 506250000 | -7.7 | 38 | 256 qam | 13 |
6 | 514250000 | -7.5 | 38 | 256 qam | 14 |
7 | 522250000 | -8 | 37 | 256 qam | 15 |
8 | 530250000 | -8.2 | 37 | 256 qam | 16 |
9 | 538250000 | -8.5 | 37 | 256 qam | 17 |
10 | 546250000 | -8.2 | 38 | 256 qam | 18 |
11 | 554250000 | -8 | 38 | 256 qam | 19 |
12 | 562250000 | -7.7 | 38 | 256 qam | 20 |
13 | 570250000 | -8 | 38 | 256 qam | 21 |
14 | 578250000 | -8.5 | 37 | 256 qam | 22 |
15 | 586250000 | -8.7 | 38 | 256 qam | 23 |
16 | 594250000 | -8.2 | 38 | 256 qam | 24 |
17 | 658250000 | -8.7 | 37 | 256 qam | 25 |
18 | 666250000 | -9 | 37 | 256 qam | 26 |
19 | 674250000 | -9.7 | 37 | 256 qam | 27 |
20 | 682250000 | -9.2 | 37 | 256 qam | 28 |
21 | 690250000 | -8 | 37 | 256 qam | 29 |
22 | 698250000 | -7.7 | 38 | 256 qam | 30 |
23 | 706250000 | -8.2 | 37 | 256 qam | 31 |
24 | 714250000 | -8.9 | 37 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 2620 | 3793 |
2 | Locked | 37.6 | 2226 | 3441 |
3 | Locked | 37.6 | 2050 | 4443 |
4 | Locked | 38.6 | 1823 | 5651 |
5 | Locked | 38.6 | 1718 | 6275 |
6 | Locked | 38.6 | 1589 | 4625 |
7 | Locked | 37.6 | 1446 | 4295 |
8 | Locked | 37.6 | 1455 | 4678 |
9 | Locked | 37.6 | 1403 | 5053 |
10 | Locked | 38.6 | 1341 | 6832 |
11 | Locked | 38.6 | 1258 | 6000 |
12 | Locked | 38.6 | 1214 | 4226 |
13 | Locked | 38.6 | 1097 | 6628 |
14 | Locked | 37.6 | 1015 | 4198 |
15 | Locked | 38.9 | 944 | 5236 |
16 | Locked | 38.6 | 904 | 4446 |
17 | Locked | 37.6 | 703 | 4741 |
18 | Locked | 37.3 | 681 | 5833 |
19 | Locked | 37.3 | 636 | 5022 |
20 | Locked | 37.3 | 659 | 5805 |
21 | Locked | 37.6 | 653 | 5291 |
22 | Locked | 38.6 | 531 | 5812 |
23 | Locked | 37.6 | 597 | 5749 |
24 | Locked | 37.3 | 517 | 4266 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 46.8 | 5120 | 64 qam | 1 |
2 | 25800000 | 45.5 | 5120 | 64 qam | 4 |
3 | 32600000 | 45.5 | 5120 | 64 qam | 3 |
4 | 39400000 | 46 | 5120 | 64 qam | 2 |
Upstream bonded channels
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 21-07-2021 15:16
Your power levels and hence signal strength are too low, you'll need another engineer visit and if you're lucky they may send one who actually knows what to look for!
on 21-07-2021 16:26
Interestingly I have just been on the webchat with Virgin and described my issue.
No fix has been completed yet but my downstream power levels have changed to this:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 474250000 | 3.2 | 40 | 256 qam | 9 |
2 | 482250000 | 3 | 40 | 256 qam | 10 |
3 | 490250000 | 3.2 | 40 | 256 qam | 11 |
4 | 498250000 | 3.4 | 40 | 256 qam | 12 |
5 | 506250000 | 4 | 40 | 256 qam | 13 |
6 | 514250000 | 4 | 40 | 256 qam | 14 |
7 | 522250000 | 3.2 | 38 | 256 qam | 15 |
8 | 530250000 | 3 | 38 | 256 qam | 16 |
9 | 538250000 | 2.9 | 40 | 256 qam | 17 |
10 | 546250000 | 3.2 | 40 | 256 qam | 18 |
11 | 554250000 | 3.5 | 38 | 256 qam | 19 |
12 | 562250000 | 3.9 | 38 | 256 qam | 20 |
13 | 570250000 | 3.5 | 38 | 256 qam | 21 |
14 | 578250000 | 3 | 38 | 256 qam | 22 |
15 | 586250000 | 3 | 40 | 256 qam | 23 |
16 | 594250000 | 3.7 | 38 | 256 qam | 24 |
17 | 658250000 | 4.3 | 38 | 256 qam | 25 |
18 | 666250000 | 4.4 | 38 | 256 qam | 26 |
19 | 674250000 | 4 | 38 | 256 qam | 27 |
20 | 682250000 | 4.4 | 38 | 256 qam | 28 |
21 | 690250000 | 5.3 | 38 | 256 qam | 29 |
22 | 698250000 | 5.6 | 40 | 256 qam | 30 |
23 | 706250000 | 5.1 | 38 | 256 qam | 31 |
24 | 714250000 | 4.6 | 38 | 256 qam | 32 |
Is this more like what I should be seeing?
on 21-07-2021 18:43
DS levels look all good now. There may have been a network outage/fault which has been rectified. Keep this post updated for any further issues
on 22-07-2021 09:01
Logged in to start work this morning and am still getting network drops. Checked the router logs again to find the Power levels to be too low again:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 474250000 | -9 | 38 | 256 qam | 9 |
2 | 410250000 | -8.7 | 37 | 256 qam | 1 |
3 | 418250000 | -9.2 | 37 | 256 qam | 2 |
4 | 426250000 | -9.4 | 37 | 256 qam | 3 |
5 | 434250000 | -9.5 | 37 | 256 qam | 4 |
6 | 442250000 | -9.2 | 37 | 256 qam | 5 |
7 | 450250000 | -9.4 | 37 | 256 qam | 6 |
8 | 458250000 | -9.2 | 37 | 256 qam | 7 |
9 | 466250000 | -9.2 | 37 | 256 qam | 8 |
10 | 482250000 | -8.9 | 37 | 256 qam | 10 |
11 | 490250000 | -8.5 | 37 | 256 qam | 11 |
12 | 498250000 | -8.4 | 38 | 256 qam | 12 |
13 | 506250000 | -7.7 | 38 | 256 qam | 13 |
14 | 514250000 | -7.5 | 38 | 256 qam | 14 |
15 | 522250000 | -8 | 38 | 256 qam | 15 |
16 | 530250000 | -8.2 | 38 | 256 qam | 16 |
17 | 538250000 | -8.4 | 37 | 256 qam | 17 |
18 | 546250000 | -8.2 | 38 | 256 qam | 18 |
19 | 554250000 | -7.9 | 38 | 256 qam | 19 |
20 | 562250000 | -7.5 | 38 | 256 qam | 20 |
21 | 570250000 | -7.9 | 38 | 256 qam | 21 |
22 | 578250000 | -8.5 | 37 | 256 qam | 22 |
23 | 586250000 | -8.7 | 38 | 256 qam | 23 |
24 | 594250000 | -8.2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 375 | 623 |
2 | Locked | 37.6 | 494 | 833 |
3 | Locked | 37.6 | 480 | 1175 |
4 | Locked | 37.6 | 434 | 861 |
5 | Locked | 37.6 | 421 | 1419 |
6 | Locked | 37.6 | 412 | 1141 |
7 | Locked | 37.6 | 374 | 996 |
8 | Locked | 37.3 | 386 | 684 |
9 | Locked | 37.6 | 381 | 775 |
10 | Locked | 37.6 | 309 | 1244 |
11 | Locked | 37.6 | 354 | 690 |
12 | Locked | 38.6 | 283 | 754 |
13 | Locked | 38.6 | 301 | 809 |
14 | Locked | 38.6 | 293 | 760 |
15 | Locked | 38.6 | 272 | 772 |
16 | Locked | 38.9 | 288 | 679 |
17 | Locked | 37.3 | 282 | 661 |
18 | Locked | 38.6 | 254 | 746 |
19 | Locked | 38.6 | 252 | 819 |
20 | Locked | 38.6 | 248 | 744 |
21 | Locked | 37.6 | 228 | 1110 |
22 | Locked | 37.6 | 231 | 676 |
23 | Locked | 38.6 | 230 | 750 |
24 | Locked | 38.6 | 215 | 691 |
Looks like I will have to get on to Virgin Support chat again 😞
on 22-07-2021 10:18
Logged into work today and still getting disconnects. And the power levels are through the floor.
Been trying to talk to virgin support on the chat but all the agent wants to do is sell me WiFi pods and won't listen to reason.
Finally got him to send an engineer out. Let's hope its a good one.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 474250000 | -9 | 38 | 256 qam | 9 |
2 | 410250000 | -9 | 37 | 256 qam | 1 |
3 | 418250000 | -9.4 | 37 | 256 qam | 2 |
4 | 426250000 | -9.5 | 37 | 256 qam | 3 |
5 | 434250000 | -9.5 | 37 | 256 qam | 4 |
6 | 442250000 | -9.2 | 37 | 256 qam | 5 |
7 | 450250000 | -9.4 | 37 | 256 qam | 6 |
8 | 458250000 | -9.2 | 37 | 256 qam | 7 |
9 | 466250000 | -9.2 | 37 | 256 qam | 8 |
10 | 482250000 | -9 | 37 | 256 qam | 10 |
11 | 490250000 | -8.7 | 37 | 256 qam | 11 |
12 | 498250000 | -8.4 | 38 | 256 qam | 12 |
13 | 506250000 | -7.7 | 38 | 256 qam | 13 |
14 | 514250000 | -7.5 | 38 | 256 qam | 14 |
15 | 522250000 | -8 | 38 | 256 qam | 15 |
16 | 530250000 | -8.2 | 37 | 256 qam | 16 |
17 | 538250000 | -8.5 | 37 | 256 qam | 17 |
18 | 546250000 | -8.2 | 37 | 256 qam | 18 |
19 | 554250000 | -8 | 37 | 256 qam | 19 |
20 | 562250000 | -7.7 | 38 | 256 qam | 20 |
21 | 570250000 | -8 | 37 | 256 qam | 21 |
22 | 578250000 | -8.5 | 37 | 256 qam | 22 |
23 | 586250000 | -8.7 | 38 | 256 qam | 23 |
24 | 594250000 | -8.2 | 38 | 256 qam | 24 |
on 22-07-2021 13:51
Hi there @DM101
Thank you so much for your post and I am so sorry to see you are having these issues!
I have been unable to locate your account via your Forum details, so I am going to shoot you a PM now so we can look into this together this. Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.
Thank you.