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Stark2k
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Message 1 of 7
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Upgraded but constant internet drops.

This is driving me insane. Since I upgraded from 50mb to 200mb a few months ago, I've had really spotty connections. For the last three or four weeks, the connection drops daily, sometimes a few minutes but other times a few hours. 

I've followed all the support advice: reboot, reset, check cables etc. I've gotten nowhere on the phone. Usually fobbed off. When I did get through months ago, I was promised a tech who didn't turn up (hence why I upgraded thinking this would help). 

Here's my log data:

 530250000-4.538256 qam16
2442250000-2.938256 qam5
3450250000-3.238256 qam6
4458250000-2.738256 qam7
5466250000-3.738256 qam8
6474250000-3.738256 qam9
7482250000-3.538256 qam10
8490250000-4.238256 qam11
9498250000-3.438256 qam12
10506250000-3.738256 qam13
11514250000-4.538256 qam14
12522250000-438256 qam15
13538250000-4.538256 qam17
14546250000-4.438256 qam18
15554250000-5.238256 qam19
16562250000-4.738256 qam20
17570250000-4.538256 qam21
18578250000-5.238256 qam22
19586250000-4.738256 qam23
20594250000-5.538256 qam24
21658250000-5.438256 qam25
22666250000-5.938256 qam26
23674250000-538256 qam27
24682250000-5.538256 qam28



Downstream bonded channels

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

1Locked38.64348210716
2Locked38.9768592685
3Locked38.6664396433
4Locked38.9552696038
5Locked38.9570695651
6Locked38.66788107181
7Locked38.6748089461
8Locked38.9814790120
9Locked38.9638199195
10Locked38.95673115616
11Locked38.65639115642
12Locked38.94511144549
13Locked38.95212213068
14Locked38.631624186525
15Locked38.62056876028
16Locked38.61979979204
17Locked38.92005077150
18Locked38.91735680952
19Locked38.9659769925
20Locked38.655880148487
21Locked38.91762199935
22Locked38.93123115343
23Locked38.69233118712
24Locked38.91672298997
 462000004.425512064 qam1
2258000494.35512064 qam4
3326000004.375512064 qam3
4394000004.4512064 qam2



Upstream bonded channels

 

 Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:54:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:54:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:54:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:57:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:58:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:58:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:58:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 15:58:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jpeg1
Trouble shooter
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Message 2 of 7
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Re: Upgraded but constant internet drops.

Your downstream levels are only just in limits and there is a lot of noise on all channels. Put together this could explain the errors in the log and your poor connection. 

A faster connection will not resolve this. You need an engineer visit to sort it. 

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Stark2k
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Message 3 of 7
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Re: Upgraded but constant internet drops.

I figured as much, which is what I've been trying to do with no luck. Every time I end up getting through to someone, they stick to a script and if I'm lucky to have an engineer booked like last time, they cancel it saying there's issues in the area but nothing changes. 

Is there a mod here who could be so kind as to help with arranging an engineer visit? I'm at my wits end with the constant drops. 

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jpeg1
Trouble shooter
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Message 4 of 7
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Re: Upgraded but constant internet drops.

Ah that's a bit different. If there is an area problem then they won't be sending out an engineer to individual users until the area problem is fixed. 

Have you got a fault reference number? Has it got a projected fix date? 

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Stark2k
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Message 5 of 7
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Re: Upgraded but constant internet drops.

The so-called area problem was months ago and there's no problem in the area now (all the remote tests also confirm no error). This was confirmed when I last spoke to someone on the phone. They did the usual tests saying nothing was wrong. Things have progressively got worse of the last few weeks. I tried to call twice last week. Couldn't get througfh the first time, adn the second time I was cut off before anything useful could be done, hence my desperation to seek help here because the support lines are just awful. 

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jpeg1
Trouble shooter
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Message 6 of 7
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Re: Upgraded but constant internet drops.

Yes the support lines are awful. 

You could ring again and navigate to 'Thinking of leaving us' where you should get better help.  Or you could wait here and you may eventually find a VM support person picks it up.

 

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Stark2k
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Message 7 of 7
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Re: Upgraded but constant internet drops.

Thanks for the suggestion. I may be forced to speak with retentions to cancel this crap and move to a compettitor if I can't get any help. It's so frustrating VM have a monopoly on fast fiber speeds. Although at this point, I'd rather have a slower but more reliale connection. 

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