Internet keeps dropping out

[gazzaman28]

Hi all, I've been having issues for the last few weeks with my internet dropping off maybe 7 or 8 times during my working day for maybe a minute or 2 at a time. I work from home using a VOIP phone system so this is mega annoying! I've rebooted the router several times but it doesn't seem to make any real difference.

I've just today started looking at the logs on the router & the down/upstream channels (not enough space in the message body so I'll post some of it in a reply message.) Can anyone see any obvious issues going on here and how should I go about getting them resolved?

23/10/2021 10:22:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 17:20:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 17:20:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 17:19:03	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 17:19:03	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 17:18:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 17:18:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 15:58:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 15:58:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 14:15:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 14:15:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 14:15:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 14:15:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 14:14:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 14:14:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 14:14:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 14:14:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 14:00:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thanks in advance for your help.

[gazzaman28]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 323000000 1.9 38 256 qam 24
2 139000000 1.4 37 256 qam 1
3 147000000 1 37 256 qam 2
4 155000000 1 37 256 qam 3
5 163000000 1 37 256 qam 4
6 171000000 1 37 256 qam 5
7 179000000 0.5 37 256 qam 6
8 187000000 0.2 37 256 qam 7
9 195000000 0 37 256 qam 8
10 203000000 0 37 256 qam 9
11 211000000 -0.2 37 256 qam 10
12 219000000 -0.4 37 256 qam 11
13 227000000 -0.5 37 256 qam 12
14 235000000 -0.2 37 256 qam 13
15 243000000 0.2 37 256 qam 14
16 251000000 0.5 37 256 qam 15
17 259000000 0.9 37 256 qam 16
18 267000000 1.2 37 256 qam 17
19 275000000 1.2 38 256 qam 18
20 283000000 1.2 38 256 qam 19
21 291000000 1.4 38 256 qam 20
22 299000000 1.9 38 256 qam 21
23 307000000 1.7 38 256 qam 22
24 315000000 1.9 38 256 qam 23



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 1430119 1089344
2 Locked 37 1372492 724574
3 Locked 37.3 1281932 560759
4 Locked 37.3 997161 394779
5 Locked 37.6 622620 448313
6 Locked 37.3 587038 571103
7 Locked 37.3 781641 810695
8 Locked 37.6 1210641 2386854
9 Locked 37.6 1573564 3068497
10 Locked 37.6 1566375 1468171
11 Locked 37.6 1512928 1027236
12 Locked 37.3 1499378 717800
13 Locked 37.6 1206670 556023
14 Locked 37.6 973480 510807
15 Locked 37.6 753247 414285
16 Locked 37.6 504129 470023
17 Locked 37.3 627584 730179
18 Locked 37.6 748762 1077586
19 Locked 38.6 838915 970589
20 Locked 38.6 957446 1310407
21 Locked 38.9 1226389 2011646
22 Locked 38.6 1405948 2162699
23 Locked 38.9 1436522 1884149
24 Locked 38.6 1414744 1471783



Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 41.8 5120 64 qam 4
2 53700332 42.8 5120 64 qam 2
3 46200000 42.3 5120 64 qam 3
4 32600000 41.8 5120 64 qam 5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 5 0

[Adduxi]

Those PostRS errors are horrendous and are usually a sign of noise ingress in the circuit.  You should reboot the Hub now and keep an eye on these figures, if they rise quickly then it will require a VM technician to find and fix the issue.

Also consider setting up a BQM here  www.thinkbroadband.com/ping

Once it's up and running post the shared live link here and we can comment.

[gazzaman28]

I've got a Virgin Hub 3.0, it doesn't show in the list of compatible kit on the BQM page. What would you recommend?

In terms of PostRS errors, after a reboot it's all showing as zero, but I'll keep a beady eye on the stats from now on.

[jbrennand]

All VM Hubs work fine with a BQM

[gazzaman28]

It's working: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c1cef37dff21456d30f37af5a574e47067...

Errors are already flying up:

Downstream bonded channels

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

1	Locked	38.6	21785	2139
2	Locked	36.6	20393	1438
3	Locked	37.6	19760	1216
4	Locked	37.3	15889	857
5	Locked	37.3	10623	1121
6	Locked	37.3	8855	1013
7	Locked	37.6	10537	1316
8	Locked	37.3	16505	2537
9	Locked	37.3	22680	3812
10	Locked	37.3	23529	2823
11	Locked	37.6	22104	2023
12	Locked	37.3	22109	1481
13	Locked	37.3	18252	1050
14	Locked	37.3	13782	949
15	Locked	37.6	11438	869
16	Locked	37.6	7688	948
17	Locked	37.6	7733	1044
18	Locked	37.6	10759	1718
19	Locked	38.9	12895	1511
20	Locked	38.6	14464	2028
21	Locked	38.6	18203	2844
22	Locked	38.6	20584	3143
23	Locked	38.6	21290	3166
24	Locked	38.6	21255	2811

[Tudor]

Certainly looks like a circuit fault, 

Check with Area faults on  0800 561 0061 or if you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111 or if you have a VM landline 150

[John_GS]

Hi gazzaman28

Thanks for posting and welcome to the community.

My apologies for the broadband issues.

It needs a tech as some of your levels are out of spec.

I'll PM you now.

Best,

[gazzaman28]

Thanks John, reply just sent.

[John_GS]

Hi gazzaman28

Thanks for joining me on PM.

Just to update the thread, the engineer visit was booked in

This can be tracked and/or altered in your online account

Best,