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Intermittent outages

Hello,

 

Last week I had an issue with internet where it would only work got 6 hrs in a 24hr period, an engineer visited (24 Aug) and said there was power fluctuation at the exchange (only affected me) so he resolved it and it was working all good.

 

Now since this Monday, I keep having internet gone for 20 seconds every now and then. I even rebooted the router yesterday. Looking at the logs, I see the below:

 

03/09/2020 09:52:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 09:52:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 09:47:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 09:47:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 09:44:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 09:37:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 09:37:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 06:45:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Here's my downstream stats

Downstream bonded channels

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

138700000012.137256 qam26
218700000011.937256 qam7
319500000011.537256 qam8
420300000011.337256 qam9
52110000001137256 qam10
62190000001137256 qam11
72270000001137256 qam12
82350000001137256 qam13
924300000010.837256 qam14
1025100000010.637256 qam15
1125900000010.837256 qam16
122670000001137256 qam17
1327500000011.138256 qam18
1428300000011.338256 qam19
1529100000011.338256 qam20
1629900000011.138256 qam21
1730700000011.338256 qam22
1831500000011.538256 qam23
1932300000011.538256 qam24
2037900000012.337256 qam25
213950000001237256 qam27
2240300000012.137256 qam28
2341100000012.337256 qam29
2441900000012.137256 qam30



Downstream bonded channels

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

1Locked37.3847718522
2Locked37.6899230593
3Locked37.3887433156
4Locked37.6878333329
5Locked37.3927831576
6Locked37.3903032379
7Locked37.6913532535
8Locked37.6891331007
9Locked37.6905630410
10Locked37.6877330161
11Locked37.6910830224
12Locked37.6877429083
13Locked38.6870530219
14Locked38.6869929545
15Locked38.6902828322
16Locked38.6886726008
17Locked38.9865326451
18Locked38.9850126135
19Locked38.9869825115
20Locked37.3845621652
21Locked37.6821419075
22Locked37.3824018410
23Locked37.3803018513
24Locked37.6804217350

 

 

Upstream stats

Upstream bonded channels

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

1537000353.575512032 qam2
2393998553.55512064 qam4
3462000003.55512064 qam3
4603000003.6512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Any help would be appreciated. 

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Re: Intermittent outages

Your Downstream Power Levels are far too high [Max 10dBmV] and you will need an engineers visit to put them right.

You can contact VM to report the problem using ...

Pre-installation & Delivery team on 08000 521 734

Hub Activation number on 0800 953 9500 

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

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

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 outages

Yes, the engineer mentioned that as well once he resolved the issue in the cabinet. He even put some attenuator to lower down the power. The exchange sits right opposite my street. I can see the big green cabinet from my window.

The sad thing is, for 4yrs 7 months years I didn't have any such issue. And last 20 days I am getting this. Atleast I am not out of internet for 18 hours a day.

 

3x15 second outages in last 1 hour. You can imagine its embarrassing when you are working from home.

Network Log

Time Priority Description

03/09/2020 10:38:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 10:37:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 09:52:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 09:52:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 09:47:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Intermittent outages

Have you phoned in to report the problem yet ?

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

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 outages

High power downstream and low power upstream always means you have too good a signal. It can be sometimes rectified by moving to a different tap on the street cabinet or usually be fitting an attenuator. 


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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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Re: Intermittent outages

Hi poojani17

 

Thanks for posting and welcome to the community. 

 

My apologies for the broadband issues. I've ran a check on the system today and it's one upstream channel out of spec, the others quite high but the downstream channels are all in spec. It does need an engineer visit, so I'll PM you now.

 

Kind regards,

John_GS
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Re: Intermittent outages

Hello John_GS,

Thanks for this. I noticed that someone from VM visited the green box yesterday (like i said, its just road opposite and i can see while sitting in my living room). What I have since then noticed is I didn't get any such disconnections. I definitely didn't get a chance to call up VM and book engineer visit, he may have visited someone else and by chance noticed my connection in the exchange?

Here's the latest info:

Upstream bonded channels

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

1536998015.196512016 qam2
2394000005.1512064 qam4
3462000005.1512064 qam3
4603000155.1512064 qam1

 

Downstream bonded channels

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

1387000000837256 qam26
21870000002.236256 qam7
31950000002.236256 qam8
42030000002.237256 qam9
52110000002.236256 qam10
62190000002.737256 qam11
72270000002.737256 qam12
8235000000337256 qam13
9243000000337256 qam14
102510000003.237256 qam15
112590000003.537256 qam16
12267000000437256 qam17
132750000004.338256 qam18
142830000004.638256 qam19
152910000004.938256 qam20
16299000000538256 qam21
173070000005.438256 qam22
183150000005.938256 qam23
193230000005.938256 qam24
203790000007.937256 qam25
213950000008.137256 qam27
224030000008.337256 qam28
234110000008.537256 qam29
244190000008.537256 qam30
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Re: Intermittent outages

Rightio, so everything is fine now?

 

Please keep an eye on it for me, as I say your upstream levels are high, with 1 out of spec. 

 

Keep me posted if you need further assistance.

Kind regards,

John_GS
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Re: Intermittent outages

Thanks for the message poojani17 🙂

 

Yeah just keep monitoring it for me and let me know if any further issues

 

Kind regards,

John_GS
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Re: Intermittent outages

Hello,

This has now started again. Not sure what the issue is, the power levels on downstream tend to go 11+ and after an hour goes  back to ~7. Intermittent disconnections doesnt help while working from home.a

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