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IR-Vegan-AF
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Intermittent Connectivity Issues

Hi,

Is the only way to access support via the forums? I've looked at the help section and it directs you round in circles. I'm an experienced network engineer so I don't need something to tell me to reboot the device 🙂

I've been having intermittent connection issues for over a week. They seem to be worse when its raining so its likely to be outside of the property. 

I have two seperate wall sockets in the house and I get the same issues when I test with either socket.

I've also rebooted the router, factory reset it and tried it in modem mode.

The connection between the Hub 3.0 and the next hop drops for between 10 and 30 seconds at a time which is long enough to disconnect any zoom, rdesktop or gaming sessions that are running. Ethernet and Wifi connections within the house still work and I can connect to the Hub.Each time it happens I see "RCS Partial Service" and "SYNC Timing Synchronization failure" in the  network logs. Examples below.

Network Log

Time Priority Description

02/10/2020 12:41:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:41:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:39:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:39:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:39:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:35:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:35:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:32:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:31:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:31:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:31:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:25:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:21:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:21:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:21:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:21:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:21:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:21:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:21:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:21:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks,

James

My Broadband Ping - Virgin M100 Connection
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IR-Vegan-AF
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Re: Intermittent Connectivity Issues

After 40 minutes of holding I got through to customer services who have said they are aware of a fault in my area. But as it doesn't show on the website I've wasted a load of my time. Apparently It will be fixed within 7 days.

My Broadband Ping - Virgin M100 Connection
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MikeRobbo
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Helpful Answer

Re: Intermittent Connectivity Issues

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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IR-Vegan-AF
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Re: Intermittent Connectivity Issues

I've just added the live link to my signature but there is no data yet.

Thanks,

James

My Broadband Ping - Virgin M100 Connection
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MikeRobbo
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Re: Intermittent Connectivity Issues

Can you now 

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream and Upstream tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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IR-Vegan-AF
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Re: Intermittent Connectivity Issues

Downstream bonded channels

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

1698250000-4.237256 qam30
2458250000-0.737256 qam7
3466250000-1.437256 qam8
4474250000-137256 qam9
5482250000-1.437256 qam10
6490250000-1.237256 qam11
7498250000-137256 qam12
8506250000-1.437256 qam13
9514250000-1.237256 qam14
10522250000-1.737256 qam15
11530250000-1.537256 qam16
12538250000-1.737256 qam17
13546250000-1.737256 qam18
14554250000-1.537256 qam19
15562250000-2.537256 qam20
16570250000-2.237256 qam21
17578250000-337256 qam22
18586250000-2.237256 qam23
19594250000-237256 qam24
20658250000-3.737256 qam25
21666250000-3.737256 qam26
22674250000-4.236256 qam27
23682250000-3.437256 qam28
24690250000-4.437256 qam29



Downstream bonded channels

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

1Locked37.31453528916
2Locked37.65887837866
3Locked37.65570829801
4Locked37.35170435182
5Locked37.34887331063
6Locked37.34636730594
7Locked37.34184032652
8Locked37.33913631900
9Locked37.33647932947
10Locked37.63561431060
11Locked37.33397931443
12Locked37.33278432805
13Locked37.33028336657
14Locked37.62860637991
15Locked37.32873037016
16Locked37.32803736885
17Locked37.32750238397
18Locked37.32470634629
19Locked37.32380335876
20Locked37.31698433853
21Locked37.31672933262
22Locked36.61627834713
23Locked37.31435531634
24Locked37.315412

34373

 

Upstream bonded channels

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

1462000683.575512016 qam1
2393998223.575512016 qam2
3325999223.625512016 qam3
4258004103.7512016 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

I've been running ping in a local shell on my laptop and its running fine then there is a drop, which displays as high latency because the icmp packets are buffered and then it returns to normal

--- www.virginmedia.com ping statistics ---

873 packets transmitted, 846 packets received, 3.1% packet loss round-trip min/avg/max/stddev = 14.353/523.431/19204.243/2173.997 ms

Unfortunately everytime this happens it kills the active TCP/IP sessions.

Thanks,

James

My Broadband Ping - Virgin M100 Connection
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MikeRobbo
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Message 7 of 12
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Re: Intermittent Connectivity Issues

Your BQM is looking bad already.

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.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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IR-Vegan-AF
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Re: Intermittent Connectivity Issues

Mike,

  I've tried both coax connections I have in the house with a number of different cables. I've not looked in the brown box outside as thats Virgin's responsiblity.

I rang that number and it confirmed there is an issue but hasn't given any additional information.

Its still useful to know that phone number as the website doesn't list the issue.

Thanks,

James

My Broadband Ping - Virgin M100 Connection
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AFewScoops
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Re: Intermittent Connectivity Issues

Hi

Can you check at the back of the modem (where the white coax is connected to the modem), is there a square attachment before the silver connector (it could be purple colour)?

 

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IR-Vegan-AF
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Message 10 of 12
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Re: Intermittent Connectivity Issues

Hi,

  There is just the screw on coax connector which connects to the threaded coax connector on the bottom of the wall socket. I only have broadband, no TV or other devices connected to the coax points.

Thanks,

James

My Broadband Ping - Virgin M100 Connection
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