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gazzaman28
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Internet keeps dropping out

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


Thanks in advance for your help.

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gazzaman28
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Re: Internet keeps dropping out

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
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Adduxi
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Re: Internet keeps dropping out

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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gazzaman28
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Re: Internet keeps dropping out

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.
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jbrennand
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Re: Internet keeps dropping out

All VM Hubs work fine with a BQM

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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gazzaman28
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Re: Internet keeps dropping out

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

1Locked38.6217852139
2Locked36.6203931438
3Locked37.6197601216
4Locked37.315889857
5Locked37.3106231121
6Locked37.388551013
7Locked37.6105371316
8Locked37.3165052537
9Locked37.3226803812
10Locked37.3235292823
11Locked37.6221042023
12Locked37.3221091481
13Locked37.3182521050
14Locked37.313782949
15Locked37.611438869
16Locked37.67688948
17Locked37.677331044
18Locked37.6107591718
19Locked38.9128951511
20Locked38.6144642028
21Locked38.6182032844
22Locked38.6205843143
23Locked38.6212903166
24Locked38.6212552811

 

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Tudor
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Re: Internet keeps dropping out

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


Tudor
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John_GS
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Re: Internet keeps dropping out

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,

John_GS
Forum Team


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gazzaman28
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Re: Internet keeps dropping out

Thanks John, reply just sent.

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John_GS
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Re: Internet keeps dropping out

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,

 

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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