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Intermittent 2 min drops in connection

I've been getting really frequent ~2 min drops in my connection and the router status logs are showing some concerning error rates - pasted below about 20 hours after a restart. Can anyone help me out please?

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
307000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 307000000 -1.5 38 256 qam 22
2 203000000 2.5 38 256 qam 9
3 211000000 2 38 256 qam 10
4 219000000 2 38 256 qam 11
5 227000000 2 38 256 qam 12
6 235000000 2 40 256 qam 13
7 243000000 1.5 38 256 qam 14
8 251000000 1 38 256 qam 15
9 259000000 1 38 256 qam 16
10 267000000 1.2 40 256 qam 17
11 275000000 0.7 38 256 qam 18
12 283000000 -0.2 38 256 qam 19
13 291000000 -0.5 38 256 qam 20
14 299000000 -1 38 256 qam 21
15 315000000 -1.5 38 256 qam 23
16 323000000 -2.2 38 256 qam 24
17 331000000 -2.5 38 256 qam 25
18 339000000 -2.4 38 256 qam 26
19 347000000 -2.5 38 256 qam 27
20 355000000 -3.2 38 256 qam 28
21 363000000 -3.5 38 256 qam 29
22 371000000 -3.7 38 256 qam 30
23 379000000 -4.2 38 256 qam 31
24 387000000 -4.4 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 7693 47314
2 Locked 38.6 13718 39129
3 Locked 38.9 2279 59844
4 Locked 38.9 3500 53605
5 Locked 38.9 3468 53525
6 Locked 40.3 3617 62348
7 Locked 38.9 2877 53955
8 Locked 38.9 3305 66975
9 Locked 38.9 2699 58009
10 Locked 40.3 4000 64552
11 Locked 38.6 5563 64469
12 Locked 38.9 14805 55837
13 Locked 38.9 16930 53935
14 Locked 38.9 7016 49744
15 Locked 38.9 7606 47745
16 Locked 38.9 8967 46426
17 Locked 38.9 9247 53997
18 Locked 38.9 7913 52503
19 Locked 38.9 9222 51589
20 Locked 38.9 14137 47468
21 Locked 38.9 20303 48545
22 Locked 38.9 28865 41412
23 Locked 38.9 29004 40225
24 Locked 38.9 16204 59631

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 4.225 5120 64 qam 2
2 46200000 4.2 5120 64 qam 3
3 60300000 4.25 5120 64 qam 1
4 39400004 4.125 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 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u-b.cm


Primary Downstream Service Flow
SFID 1064488
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 1064487
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Time Priority Description
22/08/2020 15:46:41 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:54 critical No Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:49 Warning! Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:43 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:42 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:42:42 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:38 critical No Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:28 Warning! Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:24 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:23 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:08:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 13:23:47 Warning! Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 13:23:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 13:23:43 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 13:23:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 13:23:43 Warning! RCS Partial Service;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 11:00:30 Warning! Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/74e0b93e86901938583c74e4ff43ea4bf6a8b2af

 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/74e0b93e86901938583c74e4ff43ea4bf6a8b2af"><img alt="My Broadband Ping - Virgin Media Wilberforce" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/74e0b93e86901938583c74e4ff43ea4bf6a8b2af.png" /></a>
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Re: Intermittent 2 min drops in connection

Even though it has only been running a very short time you >> BQM << is looking bad.

The actual stats don't look too bad although you do have a lot of Post RS Errors, you can try and clear them by switching the Hub off for 5 minutes using the small switch on the rear next to the power cord. When you restart the Hub allow it at least 5 minutes to sort itself out. Once they are zeroed keep an eye on them, they should be very slow at going up.

With the bad BQM and OK Hub stats I would guess that there is an area fault.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Intermittent 2 min drops in connection

Will give those a try, thanks!

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Re: Intermittent 2 min drops in connection

Hi mycleung,

 

Thanks for posting and welcome to the community. 

 

My apologies for the broadband issues. There's nothing showing on our system, however there a few too many T3's. 

 

Can you do a PIN reset for me and then monitor it, to see if it fixes? Kind regards,

John_GS
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Re: Intermittent 2 min drops in connection

Pin reset 

Let's see if it gets any better over the next 24 hours

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Re: Intermittent 2 min drops in connection

Thanks, please keep me posted

 

Kind regards,

John_GS
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Re: Intermittent 2 min drops in connection

Still getting intermittent drops I'm afraid - anything else we can try?

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Re: Intermittent 2 min drops in connection

Sorry for the ongoing problems you're having with your connection @mycleung.


Checking things from here now I can see that the hub is out of spec will require the attention of an engineer.
I have booked you in with the next available appointment. You will find the appointment time slot via your online account (virg.in/myVM) and it can also be rescheduled or cancelled from there if needed.


If there's anything else please give us another shout.


Tom

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Re: Intermittent 2 min drops in connection

Thanks for your help Tom_F, unfortunately I had to cancel the engineer visit due to covid. Is there any chance you could book it in again for me please?
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Re: Intermittent 2 min drops in connection

Hello mycleung

Tom is off today, but I am able to book a new appointment

What I will do is book one in for you 

Then you can go to your online account to reschedule this 

Gareth_L

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