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CL2718
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Constant connection dropouts

Hi All,

I was just hoping someone could check over my logs and give any insight into what's happening to our connection.

Since Friday connection stability has been getting worse and worse, now we're having dropouts every 10mins at worse. These come in spats, with afternoons being particularly bad it seems. 

Funnily I've noticed that if I'm using Discord when the connection drops I can still hear people speaking for a little time after everything else is broken, although they cannot hear me. Does this indicate some sort of Upstream issue?

From my limited knowledge it seems my signal and noise values are OK... However the logs show many T3 and T4 timeouts, though I'm unclear what they mean. If someone more experienced could check it out I'd appreciate it, logs to follow.

Cheers,

Chris

 

Downstream bonded channels

Channel

Frequency(Hz)

Power
(dBmV)

SNR
(dB)

Modulation

Channel ID

1

434250000

3.5

35.7

256 qam

4

2

594250000

0.7

36.3

256 qam

24

3

586250000

0.9

36.3

256 qam

23

4

578250000

0.7

36.3

256 qam

22

5

570250000

1

36.6

256 qam

21

6

562250000

1.4

36.3

256 qam

20

7

554250000

1.2

35.7

256 qam

19

8

546250000

1.5

35.7

256 qam

18

9

538250000

1.5

36.6

256 qam

17

10

530250000

2

36.3

256 qam

16

11

522250000

1.9

35.7

256 qam

15

12

514250000

2

35.7

256 qam

14

13

506250000

2

36.3

256 qam

13

14

498250000

2.2

35.7

256 qam

12

15

490250000

2.5

35.5

256 qam

11

16

482250000

2.9

35.7

256 qam

10

17

474250000

2.7

36.6

256 qam

9

18

466250000

3

35.7

256 qam

8

19

458250000

3

35.5

256 qam

7

20

450250000

3.2

35.7

256 qam

6

21

442250000

3.5

35.5

256 qam

5

22

426250000

4

35.7

256 qam

3

23

418250000

4

35.5

256 qam

2

24

410250000

4.6

35.7

256 qam

1

 

Upstream bonded channels

Channel ID

Frequency(Hz)

Mode

Power
(dBmV)

Modulation

Channel Bandwidth(Hz)

Symbol Rate (ksps)

19

32600000

ATDMA

35.3

16 qam

6400000

5120

17

46200000

ATDMA

35.3

16 qam

6400000

5120

 

Network Log

Date And Time

Error Number

Event Description

2018-07-09 12:34:15.00

82000400

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

2018-07-09 12:34:56.00

82000200

No Ranging Response received - T3 time-out;

2018-07-09 13:01:39.00

82000400

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

2018-07-09 14:12:27.00

82000200

No Ranging Response received - T3 time-out;

2018-07-09 14:56:10.00

82000300

Ranging Request Retries exhausted;

2018-07-09 14:56:10.00

82000600

Unicast Maintenance Ranging attempted - No response - Retries exhausted;

2018-07-09 14:56:13.00

82000200

No Ranging Response received - T3 time-out;

2018-07-09 15:10:32.00

82000400

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

2018-07-09 15:17:27.00

82000200

No Ranging Response received - T3 time-out;

2018-07-09 15:21:46.00

82000400

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

2018-07-09 15:22:39.00

82000200

No Ranging Response received - T3 time-out;

2018-07-09 15:33:11.00

82000400

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-

2018-07-09 15:40:11.00

82000200

No Ranging Response received - T3 time-out;

2018-07-09 17:59:41.00

82000400

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

2018-07-09 18:00:23.00

82000200

No Ranging Response received - T3 time-out;

2018-07-09 18:07:42.00

82000300

Ranging Request Retries exhausted;

2018-07-09 18:07:42.00

82000600

Unicast Maintenance Ranging attempted - No response - Retries exhausted;

2018-07-09 18:07:44.00

82000200

No Ranging Response received - T3 time-out;

2018-07-09 19:56:03.00

82000400

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

2018-07-09 19:56:46.00

82000200

No Ranging Response received - T3 time-out;

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zhen7
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Message 2 of 12
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Re: Constant connection dropouts

I’ve been getting the exact same since Friday evening when a new Softwate Auto Update was pushed to my hub. 

 

Never had any disconnections in almost 3 years at my new build property until them. 

 

Im getting exactly the same Logged Error as you too. 

 

My only issue was my Hub was only connecting to 1 Downstream Channel instead of 4 making it even worse as the 1 Channel had a power level of 58. 

 

Ive had a text to say Virgin saw this as a area problem and engineers have now fixed it. I will test it later when I get home. 

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Tudor
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Message 3 of 12
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Helpful Answer

Re: Constant connection dropouts

CL2718 - your stats are ok. Possibly noise on your circuit causing the T3 and T4s, call customer services and they can check out your circuit and get a technician out to you if required.

zhen7 - same goes for your connection. It’s best to raise separate posts as they may well look the same, but be entirely different.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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CL2718
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Message 4 of 12
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Re: Constant connection dropouts

Thanks for your help Tudor, I think it's great that there's a community such as this with knowledgeable people who are willing to check things.

I'll give them a call (I have noticed a Virgin Media van in the village today so they may be aware!), just wanted to know if I was on the right track before I did.

 

Cheers.

 

 

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Forum Team (Retired) Emma_E
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Message 5 of 12
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Re: Constant connection dropouts

Hi CL2718, 

 

Welcome to the forums, I am sorry to see you have been having trouble with your connection. 

 

I have taken a look and can see your SNR is on the low side. I have raised this to networks to investigate further. 

 

I will let you know as soon as I know more. 

 

Speak to you soon. 

 

Emma


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Forum Team (Retired) Emma_E
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Message 6 of 12
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Re: Constant connection dropouts

Hi CL2718, 

 

Just a quick update a fault has been raised ref F006383655 for low SNR the current review date is 25/07/2018. 

 

Please give this thread a bump closer to the time and we will get an update for you. 

 

All the best

 

Emma


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CL2718
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Message 7 of 12
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Re: Constant connection dropouts

Hi Emma,

Thanks for raising a ticket for us, Currently our SNR is reading 37dB across the board.

I noticed some Virgin Media vans in the area just after the time of this original post, and since then I have not noticed any more disconnects.

The modem's Network Logs still show some "SYNC Timing Synchronization failure" errors, I'm not sure if this is important.

Are there any notes as to the resolution of Ticket F006383655 ?

Many thanks

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CL2718
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Message 8 of 12
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Re: Constant connection dropouts

Hi Again.

Issues are back, I notice that today is extremely hot... as it was last time this was happening... might not mean anything.

Log is:

Network Log

Time

Priority

Description

2018-08-04 13:53:04.00

Warning!

RCS Partial Service;

2018-08-04 14:22:09.00

critical

SYNC Timing Synchronization failure - Loss of Sync;

2018-08-04 14:22:09.00

Warning!

RCS Partial Service;

2018-08-04 14:22:10.00

critical

SYNC Timing Synchronization failure - Loss of Sync;

2018-08-04 14:22:15.00

Warning!

Lost MDD Timeout;

2018-08-04 14:22:38.00

Warning!

RCS Partial Service;

2018-08-05 13:00:37.00

critical

SYNC Timing Synchronization failure - Loss of Sync;

2018-08-05 13:00:38.00

Warning!

RCS Partial Service;

2018-08-05 13:00:38.00

critical

SYNC Timing Synchronization failure - Loss of Sync;

2018-08-05 13:00:43.00

Warning!

Lost MDD Timeout;

2018-08-05 13:01:18.00

critical

SYNC Timing Synchronization failure - Loss of Sync;

2018-08-05 13:01:18.00

Warning!

RCS Partial Service;

2018-08-05 13:05:18.00

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

2018-08-05 13:06:13.00

critical

No Ranging Response received - T3 time-out;

2018-08-05 13:22:28.00

critical

SYNC Timing Synchronization failure - Loss of Sync;

2018-08-05 13:22:28.00

Warning!

RCS Partial Service;

2018-08-05 13:22:28.00

critical

SYNC Timing Synchronization failure - Loss of Sync;

2018-08-05 13:22:28.00

Warning!

RCS Partial Service;

2018-08-05 13:22:32.00

Warning!

Lost MDD Timeout;

2018-08-05 13:23:05.00

Warning!

RCS Partial Service;

 

Downstream is:

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

434250000

3.4

37

256 qam

4

2

594250000

2.2

37

256 qam

24

3

586250000

2.2

37

256 qam

23

4

578250000

2.2

37

256 qam

22

5

570250000

2.4

37

256 qam

21

6

562250000

2.5

37

256 qam

20

7

554250000

2.2

37

256 qam

19

8

546250000

2.2

37

256 qam

18

9

538250000

2.4

37

256 qam

17

10

530250000

2.7

37

256 qam

16

11

522250000

2.7

37

256 qam

15

12

514250000

2.7

37

256 qam

14

13

506250000

2.5

37

256 qam

13

14

498250000

2.5

37

256 qam

12

15

490250000

2.9

37

256 qam

11

16

482250000

3

37

256 qam

10

17

474250000

3

37

256 qam

9

18

466250000

3.2

37

256 qam

8

19

458250000

3.2

37

256 qam

7

20

450250000

3.2

37

256 qam

6

21

442250000

3.4

37

256 qam

5

22

426250000

3.7

37

256 qam

3

23

418250000

3.9

36

256 qam

2

24

410250000

4.4

36

256 qam

1

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

40

0

2

Locked

38.6

65

0

3

Locked

38.6

51

0

4

Locked

37.6

71

0

5

Locked

38.6

70

0

6

Locked

38.6

58

0

7

Locked

37.6

71

0

8

Locked

37.6

63

0

9

Locked

38.6

62

0

10

Locked

37.6

49

0

11

Locked

37.3

45

0

12

Locked

37.6

49

0

13

Locked

37.6

48

0

14

Locked

37.3

45

0

15

Locked

37.3

31

0

16

Locked

37.6

35

0

17

Locked

37.6

33

0

18

Locked

37.6

20

0

19

Locked

37.6

29

0

20

Locked

37.3

24

0

21

Locked

37.6

25

0

22

Locked

37.3

33

0

23

Locked

37.3

39

0

24

Locked

37.3

24

0

 

Any help appreciated,

Cheers

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Forum Team (Retired) Heather_J
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Message 9 of 12
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Re: Constant connection dropouts

Hello CL2718,

Thanks for keeping in touch 🙂

I've just tested your network and I can see the fault has now been resolved. Any improvements since your last post?

Talk soon, 

Take care. 

Heather_J

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CL2718
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Message 10 of 12
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Re: Constant connection dropouts

Hi Heather,

Thanks for your reply, this past week we have not noticed any disconnects.

The modem logs still show sporadic (once per day/2 days) 'SYNC Timing Synchronization failure' and 'No Ranging Response received - T3 time-out' errors.

I don't know if this is part of normal operation or not?

 

Cheers

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