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swisschard
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Superhub 3 modem mode frequent connection drops #2

Yesterday, I had connection problems in the morning. VM listed a fault on my Service Status page and they cleared that fault by mid-afternoon. All seemed well for the rest of yesterday afternoon.

Similar to the issue I posted in the forum last month, I am seeing intermittent connection problems on my Internet connection this morning. I have rebooted the router and checked cables etc. Unlike last month, I don't know if my neighbour is also seeing the same problem.

Today VM have another fault on my Service Status page but it seems unrelated to my current intermittent problem.

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
133100000014.335256 qam25
220300000012.635256 qam9
321100000012.535256 qam10
421900000012.634256 qam11
522700000012.834256 qam12
623500000012.934256 qam13
724300000012.834256 qam14
825100000012.534256 qam15
925900000012.834256 qam16
1026700000013.435256 qam17
1127500000013.335256 qam18
122830000001335256 qam19
1329100000013.135256 qam20
1429900000013.835256 qam21
1530700000013.435256 qam22
163150000001335256 qam23
1732300000013.335256 qam24
1833900000014.835256 qam26
1934700000014.435256 qam27
2035500000014.335256 qam28
213630000001536256 qam29
2237100000015.636256 qam30
2337900000015.536256 qam31
2438700000015.136256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked35.5124346550
2Locked3583630005
3Locked35161029694
4Locked35273529036
5Locked34.977829124
6Locked34.9101228289
7Locked34.9167729479
8Locked35198829229
9Locked34.9161624181
10Locked35150328517
11Locked35.5115529188
12Locked35.5157219331
13Locked35.7102630778
14Locked35.591327471
15Locked35.772526052
16Locked35.586827889
17Locked35.7125122364
18Locked35.7100956642
19Locked35.7116063965
20Locked35.7173968354
21Locked36.6138354748
22Locked36.3131698010
23Locked36.31132116019
24Locked36.3996217982
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1393999743.225512064 qam4
2462000003.225512032 qam3
3536999743.375512064 qam2
4603000363.375512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
Network LogTime Priority Description
26/09/2020 08:32:1Warning!RCS Partial Service;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:32:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:32:1Warning!RCS Partial Service;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:32:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:32:1Warning!RCS Partial Service;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:31:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:31:39Warning!RCS Partial Service;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:31:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:31:37Warning!RCS Partial Service;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:31:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:31:12Warning!RCS Partial Service;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:27:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:27:47Warning!RCS Partial Service;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:27:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:22:46Warning!RCS Partial Service;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:22:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:22:45Warning!RCS Partial Service;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:22:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:20:32Warning!RCS Partial Service;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 08:20:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac_address1;CMTS-MAC=mac_address2;CM-QOS=1.1;CM-VER=3.0;
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DJ_Shadow1966
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Re: Superhub 3 modem mode frequent connection drops #2

Hello

Your downstream power levels are sky high and beyond the recommended maximum of +10 no wonder you are having a problem, this also shows are the high number of post RS errors you need an engineer to resolve.

While waiting one thing I would do would be to go around  and make sure that all VM coaxial connection are finger tight best way is too loosen the connector and re0tighten, once that has been done power off hub for 30 secs and make on, if that doesn't resolve the  issue then definatelty an engineer.

Regards Mike

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swisschard
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Re: Superhub 3 modem mode frequent connection drops #2

Hi Mike,

I have done as you suggested, thanks. I am still seeing downstream power levels from 12.9 to 16 dBmV.

I am really hoping someone from VM can pick this up from here as I've always had a frustrating experience calling Support. Unfortunately there's always a long queue to talk to someone and although they are always polite they are rarely helpful. It's a pity that they don't seem to have the tools to see the router diagnostics and are always keen to close the call asap if the problem is intermittent.

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DJ_Shadow1966
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Re: Superhub 3 modem mode frequent connection drops #2

Hello

Dont worry.

I have escalated to the VM forum team, one of the VM staff will be along in this thread to resolve it for you.

Regards Mike

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swisschard
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Re: Superhub 3 modem mode frequent connection drops #2

Thanks Mike,

Like a lot of people these days I am relying on my Internet connection to work from home. Without a reliable connection I am really in a bad place! I appreciate your help.

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Beth_G
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Re: Superhub 3 modem mode frequent connection drops #2

Hi swisschard,

 

Thanks for posting on the community forums, sorry to hear of the problems you've been having with your broadband service. As Mike has correctly advised, your downstream power levels are too high and so an engineer visit is required to get this resolved.

 

I've gone ahead and booked in you in with the earliest engineer appointment available.  You'll be able to view your appointment time slot and change it if needed via your online account here: virg.in/myVM

 

If there's anything else we can do for you from here please do let us know.

 

Beth

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swisschard
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Re: Superhub 3 modem mode frequent connection drops #2

Hi Beth,

Thanks for your help!

I logged into my account and went here https://www.virginmedia.com/help/manage-orders and a few other pages but I couldn't see details of the the engineer appointment you mentioned anywhere. Can you tell me how to navigate to that information please?

 

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Beth_G
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Re: Superhub 3 modem mode frequent connection drops #2

Hi swisschard,

 

That's strange - the appointment should show under your orders tab on your online account (my account >order tracking). I have rebooked it in just incase there were any issues this end, can you please have another look for me?

 

If you still have trouble finding it, I can send you over a PM confirming the time slot.:)

 

Beth

 

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swisschard
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Re: Superhub 3 modem mode frequent connection drops #2

Hi if you have a moment to message me details that would be great. Here's my Orders page currently:

virginorderspage.jpg

 

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Beth_G
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Re: Superhub 3 modem mode frequent connection drops #2

No problem swisschard, not too sure why it isn't showing up for you, apologies.

 

I will pop you a PM now 🙂

 

Thanks,

 

Beth

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