Virgin Media Community

[domalom]

Hi, I'm having a connection dropout every few hours big enough to drop me from work calls, it seems to be internet side - my WiFi signal to the router is strong 

I've been having Critical errors every few hours that seem they could be the cause:

Post after with more info seems to show what I understand may be a lot of pre and post RS errors considering it's been installed only 11 days. I tried an off (10mins) and on reset yesterday but no factory reset yet.

Time Priority Description

22/01/2021 08:26:25	notice	LAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:16:48	Warning!	Lost MDD Timeout;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:16:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:16:43	Warning!	RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:16:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 03:02:30	critical	No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 22:51:50	notice	LAN login Success;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 21:52:13	critical	No Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 13:27:4	notice	LAN login Success;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 13:26:52	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=x3;CMTS-MAC=00x;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 13:09:19	notice	LAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 13:04:23	notice	SW download Successful - Via Config file
21/01/2021 13:02:12	notice	SW Download INIT - Via Config file
21/01/2021 12:18:16	notice	LAN login Success;CM-MAC=4xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:41:29	Warning!	Lost MDD Timeout;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:41:26	Warning!	RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:41:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:41:25	Warning!	RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:41:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:40:28	Warning!	Lost MDD Timeout;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;

Graph from Think Broadband showing latency/dropped packets

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c40f1a43995137751f0652ee5f10ca29791bff4-22-01-2021

Help please anything I can do here or what next?

[domalom]

Further stats Downstream bonded channels

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

1	139000000	3.7	37	256 qam	1
2	147000000	3.7	37	256 qam	2
3	155000000	3.2	38	256 qam	3
4	163000000	2.7	38	256 qam	4
5	171000000	2.7	38	256 qam	5
6	179000000	2.2	38	256 qam	6
7	187000000	2.2	38	256 qam	7
8	195000000	2	38	256 qam	8
9	203000000	1.7	38	256 qam	9
10	211000000	1.7	38	256 qam	10
11	219000000	1.5	38	256 qam	11
12	227000000	1.5	38	256 qam	12
13	235000000	1.5	38	256 qam	13
14	243000000	1.5	38	256 qam	14
15	251000000	1.7	38	256 qam	15
16	259000000	1.4	40	256 qam	16
17	267000000	1.5	40	256 qam	17
18	275000000	1.5	40	256 qam	18
19	283000000	1.5	40	256 qam	19
20	291000000	1.7	40	256 qam	20
21	299000000	1.7	40	256 qam	21
22	307000000	1	38	256 qam	22
23	315000000	1.4	38	256 qam	23
24	323000000	1.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	7	3633
2	Locked	37.3	35	4324
3	Locked	38.6	34	4373
4	Locked	38.9	32	4588
5	Locked	38.6	960	2359
6	Locked	38.6	54	4448
7	Locked	38.9	34	4030
8	Locked	38.9	15	4934
9	Locked	38.9	25	5071
10	Locked	38.9	15	4114
11	Locked	38.9	18	4220
12	Locked	38.6	24	4246
13	Locked	38.6	16	4568
14	Locked	38.9	16	4369
15	Locked	38.9	24	4221
16	Locked	40.3	16	4180
17	Locked	40.9	21	4149
18	Locked	40.9	25	4626
19	Locked	40.3	13	4515
20	Locked	40.3	17	4928
21	Locked	40.9	25	5810
22	Locked	38.9	34	5880
23	Locked	38.9	35	5460
24	Locked	38.9	793	3835

Upstream bonded channels

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

1	53700000	51	5120	64 qam	2
2	46200000	51	5120	64 qam	3
3	60300000	51	5120	64 qam	1
4	39400000	51	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30

[domalom]

Still getting loads of SYNC Timing Synchronization Critical errors each day...

And lots of latency issues visible, that are giving problems on my work video calls!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c30855bdd5709e2476d501018baec787580fe7f-28-01-2021

[carl_pearce]

Looks like your upstream power levels are too high.

[domalom]

Thanks, might try and get virgin on the phone today. Just did a pinhole reset and already have several thousand post RS errors per channel. 

[domalom]

Online diagnostic says no faults but keeps dropping, pinhole reset hasn't helped. Guide just suggests another pinhole factory reset... already did that! This journey on the guide is broken - it should have an option for if that didn't help https://www.virginmedia.com/help/diagnostics/i-cant-connect/hub-online/reset-your-hub 

How do I escalate?! Found the number by clicking that I hadn't reset the router recently (which is weird that that route does show a number) and trying to call but it just says too busy.

[Adduxi]

PostRS errors are indicative of noise on the circuit.  You will need an engineer to fix this and the high upstream power levels.

In the meantime, you can check all the connections from your Hub to outside are tight, as loose connections are one of the causes of noise.

[domalom]

Seems that due to first ordering self-start, then an engineer having to come, this problem resulted - called them up and it hadn't been completed setting up Virgin's side. Fingers crossed it's fixed