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domalom
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Critical errors and internet dropouts

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 08:26:25noticeLAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:16:48Warning!Lost MDD Timeout;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:16:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:16:43Warning!RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:16:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 03:02:30criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 22:51:50noticeLAN login Success;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 21:52:13criticalNo Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 13:27:4noticeLAN login Success;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 13:26:52Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=x3;CMTS-MAC=00x;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 13:09:19noticeLAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 13:04:23noticeSW download Successful - Via Config file
21/01/2021 13:02:12noticeSW Download INIT - Via Config file
21/01/2021 12:18:16noticeLAN login Success;CM-MAC=4xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:41:29Warning!Lost MDD Timeout;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:41:26Warning!RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:41:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:41:25Warning!RCS Partial Service;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:41:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:40:28Warning!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?

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domalom
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Re: Critical errors and internet dropouts

Further stats Downstream bonded channels

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

11390000003.737256 qam1
21470000003.737256 qam2
31550000003.238256 qam3
41630000002.738256 qam4
51710000002.738256 qam5
61790000002.238256 qam6
71870000002.238256 qam7
8195000000238256 qam8
92030000001.738256 qam9
102110000001.738256 qam10
112190000001.538256 qam11
122270000001.538256 qam12
132350000001.538256 qam13
142430000001.538256 qam14
152510000001.738256 qam15
162590000001.440256 qam16
172670000001.540256 qam17
182750000001.540256 qam18
192830000001.540256 qam19
202910000001.740256 qam20
212990000001.740256 qam21
22307000000138256 qam22
233150000001.438256 qam23
243230000001.238256 qam24

 

Downstream bonded channels

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

1Locked37.673633
2Locked37.3354324
3Locked38.6344373
4Locked38.9324588
5Locked38.69602359
6Locked38.6544448
7Locked38.9344030
8Locked38.9154934
9Locked38.9255071
10Locked38.9154114
11Locked38.9184220
12Locked38.6244246
13Locked38.6164568
14Locked38.9164369
15Locked38.9244221
16Locked40.3164180
17Locked40.9214149
18Locked40.9254626
19Locked40.3134515
20Locked40.3174928
21Locked40.9255810
22Locked38.9345880
23Locked38.9355460
24Locked38.97933835

 

Upstream bonded channels

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

15370000051512064 qam2
24620000051512064 qam3
36030000051512064 qam1
43940000051512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0010

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
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domalom
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Re: Critical errors and internet dropouts

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

 

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carl_pearce
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Re: Critical errors and internet dropouts

Looks like your upstream power levels are too high.

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domalom
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Re: Critical errors and internet dropouts

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. 

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domalom
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Re: Critical errors and internet dropouts

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.

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Adduxi
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Re: Critical errors and internet dropouts

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.

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domalom
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Re: Critical errors and internet dropouts

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

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