Virgin Media Community

[bughead]

Hi,

A couple of weeks ago I upgraded to 350Mb Broadband.
Since then, I've been getting frequent connection freezes/dropouts.
The dropouts will last for about 10 seconds and then the connection comes back to life.

I've checked service status which says there are no problems affecting my area.

I have checked all the coax internal and external cable connections, which are tight. I have also tried rebooting the modem, but the problem persists.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7f383cc8ab53bfdb58fa2f21b339c66a74... 

Downstream bonded channels

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

1	203000000	-16.9	32	256 qam	9
2	211000000	-14.5	33	256 qam	10
3	219000000	-11.7	35	256 qam	11
4	227000000	-9.5	36	256 qam	12
5	235000000	-8	37	256 qam	13
6	243000000	-7	37	256 qam	14
7	251000000	-6.2	38	256 qam	15
8	259000000	-5.7	38	256 qam	16
9	267000000	-5	38	256 qam	17
10	275000000	-4.7	38	256 qam	18
11	283000000	-4	38	256 qam	19
12	291000000	-3.7	38	256 qam	20
13	299000000	-3	38	256 qam	21
14	307000000	-2.7	38	256 qam	22
15	315000000	-2.2	38	256 qam	23
16	323000000	-1.5	38	256 qam	24
17	331000000	-1.2	38	256 qam	25
18	371000000	0.5	38	256 qam	26
19	379000000	0.7	38	256 qam	27
20	387000000	0.7	38	256 qam	28
21	395000000	1	40	256 qam	29
22	403000000	1	40	256 qam	30
23	411000000	1.2	38	256 qam	31
24	419000000	0.9	40	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	209584	148878
2	Locked	37.6	92122	82436
3	Locked	38.6	65182	50106
4	Locked	37.6	51364	26043
5	Locked	37.6	36416	14259
6	Locked	37.6	28915	10588
7	Locked	38.6	21391	8520
8	Locked	38.6	14960	7364
9	Locked	38.6	11645	6487
10	Locked	37.6	8595	6361
11	Locked	38.6	7098	5582
12	Locked	38.9	6219	5660
13	Locked	38.6	5123	5894
14	Locked	38.9	4381	6460
15	Locked	38.6	3842	6986
16	Locked	38.6	3575	8330
17	Locked	38.6	3257	8139
18	Locked	38.6	1943	7085
19	Locked	38.6	1972	7654
20	Locked	38.9	1738	7221
21	Locked	38.9	1606	7299
22	Locked	38.9	1394	6277
23	Locked	38.9	1378	6061
24	Locked	38.9	1202	5734

Upstream bonded channels

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

1	25800010	50	5120	64 qam	4
2	46200054	50.5	5120	64 qam	1
3	39399990	50.3	5120	64 qam	2
4	32600000	50	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Please can someone help with this, Many thanks.

[bughead]

Here's my Network Log

Network Log

Time Priority Description

17/01/2021 12:25:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:25:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:25:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:25:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:22:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:22:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:22:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:15:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:15:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:14:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:12:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:10:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:08:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:08:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:08:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:06:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:06:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:06:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:06:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 12:06:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[MikeRobbo · Accepted solution]

Several of your Downstream Power Levels are to low.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

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

1	203000000	-16.9	32	256 qam	9
2	211000000	-14.5	33	256 qam	10
3	219000000	-11.7	35	256 qam	11
4	227000000	-9.5	36	256 qam	12
5	235000000	-8	37	256 qam	13
6	243000000	-7	37	256 qam	14
7	251000000	-6.2	38	256 qam	15
8	259000000	-5.7	38	256 qam	16
9	267000000	-5	38	256 qam	17
10	275000000	-4.7	38	256 qam	18
11	283000000	-4	38	256 qam	19
12	291000000	-3.7	38	256 qam	20
13	299000000	-3	38	256 qam	21
14	307000000	-2.7	38	256 qam	22
15	315000000	-2.2	38	256 qam	23
16	323000000	-1.5	38	256 qam	24
17	331000000	-1.2	38	256 qam	25
18	371000000	0.5	38	256 qam	26
19	379000000	0.7	38	256 qam	27
20	387000000	0.7	38	256 qam	28
21	395000000	1	40	256 qam	29
22	403000000	1	40	256 qam	30
23	411000000	1.2	38	256 qam	31
24	419000000	0.9	40	256 qam	32

[bughead]

Thanks,

Please can a member of the VM Forum staff book me an Engineer visit.

Many thanks.

[bughead]

Had an engineer visit today. Diagnosed a faulty hub 3. Replaced with new hub 3 and levels are all now within spec.

[bughead]

Same problem has returned again. Downstream power level's out of range, connection dropping off.

[bughead]

Second engineer visited today. Work taken place in street cabinet and upstream power levels now reduced.
Connection now stable and no dropouts.
Thanks to the hard work of all involved and the quick resolution.

[chunkos]

I have exactly the same issue as this, connection dropping frequently, see log details attached:

Please can someone help with this, Many thanks.

Downstream bonded channels

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

1	163000000	-9.9	36	256 qam	4
2	139000000	-9.5	36	256 qam	1
3	147000000	-9.2	36	256 qam	2
4	155000000	-9.9	36	256 qam	3
5	171000000	-9.5	35	256 qam	5
6	179000000	-9.4	36	256 qam	6
7	187000000	-9	35	256 qam	7
8	195000000	-9.2	36	256 qam	8
9	203000000	-9.2	37	256 qam	9
10	211000000	-9	36	256 qam	10
11	219000000	-9	37	256 qam	11
12	227000000	-8.5	37	256 qam	12
13	235000000	-8.5	37	256 qam	13
14	243000000	-8.7	37	256 qam	14
15	251000000	-9	37	256 qam	15
16	259000000	-9	37	256 qam	16
17	267000000	-9	37	256 qam	17
18	275000000	-9.5	37	256 qam	18
19	283000000	-9.4	37	256 qam	19
20	291000000	-9	37	256 qam	20
21	299000000	-8.7	36	256 qam	21
22	307000000	-8.7	37	256 qam	22
23	315000000	-8.5	37	256 qam	23
24	323000000	-8.5	36	256 qam	24

Downstream bonded channels

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

1	Locked	36.3	118075311	19969419
2	Locked	36.6	17788502	107702
3	Locked	36.6	990196943	111396
4	Locked	36.3	-1174788903	1470688
5	Locked	35.7	626583824	10540207
6	Locked	36.3	1660756599	11306872
7	Locked	35.7	1237493287	21768879
8	Locked	36.6	1786921991	10935407
9	Locked	37.3	20155183	16837
10	Locked	36.6	11200590	15726
11	Locked	37.3	487404	16799
12	Locked	37.6	10556071	86191
13	Locked	37.3	357555	59300
14	Locked	37.3	206921	36410
15	Locked	37.3	287692	34581
16	Locked	37.6	76239	29190
17	Locked	37.6	49267	28729
18	Locked	37.3	26708	27301
19	Locked	37.3	22432	29800
20	Locked	37.3	32744	37085
21	Locked	36.6	22341	37271
22	Locked	37.3	18333	37902
23	Locked	37.3	57538	41075
24	Locked	36.6	317211	63442

Upstream bonded channels

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

1	53699991	54	5120	64 qam	2
2	60299974	54	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	27	0
2	ATDMA	0	0	26	0

[chunkos]

Also Network Log error details attached

Time Priority Description

25/01/2021 18:50:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 18:50:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 18:49:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 18:49:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 18:49:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 18:49:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 18:49:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 18:49:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 18:46:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 18:31:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 18:21:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 17:41:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 17:39:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 17:08:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:17:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 15:57:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 15:26:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 12:35:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 12:12:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 11:29:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[chunkos]

In addition following graph available: https://www.thinkbroadband.com/broadband/monitoring/quality/share/f17b19f348e26ac685d24b1e1e82d89c56...