Virgin Media Community

[Abueir]

Good evening all!

Over the past 2 weeks, I've been having connection drop-outs and its getting a tad annoying now.

I've attempted to reboot the hub to no avail, and this evening I even hard reset the Hub to see if it would help, and it hasn't.

I was advised by a friend to submit the modem logs to the forum, and search for some help.

So any help or advise would be greatly appriciated.

(These logs were taken just after the hub had been hard reset)

Time Priority Description
08/06/2021 22:47:37 notice LAN login Success;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 22:39:58 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:44:23 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:44:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 18:53:41 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 18:53:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 18:53:37 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 18:53:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 18:53:31 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 18:53:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:32:48 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:32:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:32:43 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:32:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:32:42 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:32:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:32:35 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:32:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 17:32:32 Warning! RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX:eb;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Are the drop-out issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What are the various Hub lights showing/doing when this happens?

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

[Abueir]

The connection issues are network wide.

[Andrew-G]

At the time you posted them, the hub stats were all good, but the network log is a horrific crime scene and evidences what you describe, and can only be a VM connection issue.  I've marked that for forum staff to advise, and if need be they can book you a technician.

[Abueir]

Thanks Andrew, I appreciate it, what is the log telling you?

[Steven_L]

Thanks for your patience while we have been looking into this for you @Abueir, I can see that an engineer will be needed to resolve the problem with your connection.

I will need to confirm a few details before we can get this booked in for you, I will send over a private message, so that we confirm the information and book in the appointment for you.

Please look out for my private message.

Regards,

Steven_L

[Abueir]

Thanks much!

[Steven_L]

You're very welcome @Abueir.

I look forward to receiving your private message, so that we can get the visit booked in.

Regards,

Steven_L

[Abueir]

Pm sent 🙂

[Steven_L]

Thanks for confirming your details @Abueir.

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Track Your Order.

Regards,

Steven_L