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jackoc16
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Constant Internet drops throughout the day

BQM Average

 These 2 BQM's show the consistent state of my internet connection currently 

BQM Latest 

 since around the 25th of July my internet has about every 30 minutes to an hour, turned off, or dropped for long enough that everything stops

I have been on with virgin media about 7 times and had an engineer out who said "the levels were off" and went to the nearest box to resolve it. 

The issue persisted.

The issue seems to only be noticeable whilst playing video games etc as this disconnects me regularly, voice chat will cut out, and ill oftentimes not be able to reconnect.

there has been instances where the internet is offline for 20-30 minutes

im really lost for what to do, as this has been going on for almost 4 weeks now and Virgin media have been 0 help other than "can you restart it, we will send a signal, now ring us back in 72 hours"

Laptop is ethernet connection, other devices Alexa, TV, Phones, Baby monitor all on Wi-Fi. All devices are effected when it drops

200Mb/s package Hub under my desk. Speedtest result 

i notice there are 5000-6000 POST RS errors, and this doesn't seem right. when it first started this was at 30-40

 Any help would be appreciated

 

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

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jackoc16
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Re: Constant Internet drops throughout the day

 

16/08/2021 18:40:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 18:40:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 18:38:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 18:38:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 18:38:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 18:15:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 18:15:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:33:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:33:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:11:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:11:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:11:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:11:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:07:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:07:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:06:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:06:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:00:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 16:00:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jackoc16
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Re: Constant Internet drops throughout the day

Downstream

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

1147000000740256 qam2
21390000007.140256 qam1
3155000000740256 qam3
41630000006.840256 qam4
51710000006.840256 qam5
61790000006.640256 qam6
71870000006.840256 qam7
81950000006.540256 qam8
92030000006.844256 qam9
102110000006.340256 qam10
112190000006.543256 qam11
122270000006.340256 qam12
132350000006.540256 qam13
142430000006.440256 qam14
152510000006.840256 qam15
162590000006.640256 qam16
172670000006.943256 qam17
182750000006.540256 qam18
192830000006.940256 qam19
202910000006.940256 qam20
212990000007.340256 qam21
223070000007.440256 qam22
233150000007.540256 qam23
243230000007.640256 qam24

 

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

1Locked40.99935468
2Locked40.310045591
3Locked40.99375541
4Locked40.97986236
5Locked40.97796351
6Locked40.37806392
7Locked40.36615552
8Locked40.97215697
9Locked44.67257307
10Locked40.97905723
11Locked43.38399858
12Locked40.99035369
13Locked40.98355928
14Locked40.99215239
15Locked40.38366090
16Locked40.38825446
17Locked43.37595680
18Locked40.97975253
19Locked40.97395420
20Locked40.97217751
21Locked40.37336488
22Locked40.97045186
23Locked40.96366547
24Locked40.36455254

 

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620001945.3512064 qam3
23940000043.8512064 qam4
35370000045.3512064 qam2
46030000046.8512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jbrennand
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Message 4 of 20
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Re: Constant Internet drops throughout the day

BQM's not good. Do you have any other devices connected to the Hub on ethernet cables - is so - what are they and does it improve if you disconnect them ?

Stats look ok - but RS errors may be an issue - so can you do this.
____________________________________________________

Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

--------------------
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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jackoc16
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Message 5 of 20
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Re: Constant Internet drops throughout the day

Hi, no the only Ethernet device is my main laptop

tin regards to switching the Hub off, i did this at 9am when the Engineer came out, the hub was offline for a good 10 minutes here and again at 3pm when the operator on the phone asked me to do the same, the 2nd one was the pin reset at the back

I will do it again and check they have reset to 0 but I can only assume it does.

Will get back to you 

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jbrennand
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Message 6 of 20
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Re: Constant Internet drops throughout the day

OK that's ominous then - or just look and see if the numbers have gone up from when you posted half an hour ago

--------------------
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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jackoc16
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Message 7 of 20
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Re: Constant Internet drops throughout the day

yup, look to have gone up by 600-800

Post RS Errors

1Locked40.313406288
2Locked40.913676252
3Locked40.912646374
4Locked40.911077001
5Locked40.910716997
6Locked40.910336954
7Locked40.38846148
8Locked40.99216286
9Locked43.39267946
10Locked40.910536331
11Locked43.3111610454
12Locked40.311616246
13Locked40.911286549
14Locked40.911886134
15Locked40.911217085
16Locked40.911686158
17Locked40.99776302
18Locked40.310015877
19Locked40.99295969
20Locked40.99298290
21Locked40.99487097
22Locked40.98985743
23Locked40.38067150
24Locked40.98795990
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David_Bn
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Message 8 of 20
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Re: Constant Internet drops throughout the day

Thanks for your post on our Community Forums @jackoc16, and a very warm welcome to you!

 

Sorry to hear of the Wi-Fi issues you've been experiencing

 

Can you please advise me where the baby monitors are situated in relation to the hub? 

 

Is it at all possible to disconnect these and see how the services fair? 

 

Kindest regards,

David_Bn

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jackoc16
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Re: Constant Internet drops throughout the day

the baby monitor is upstairs in basically as far away from the hub as possible,

we had virgin media before and these cameras were never a problem in the past, is there any reason as to why they would suddenly be the cause?

we can try though, im open to anything at the moment

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jbrennand
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Re: Constant Internet drops throughout the day

@David_Bn 

Are you suggesting that PostRs error accumulation on the Hub connection can be caused by wifi connections of a baby monitor?

Has  anyone else on here seen that before ?  Its usually a bad wired connection and noise ingress AIUI?

jackoc16 - try moving them but, unless the problem has resolved itself and VM can see that, I am prepared to wager it will make no difference to your increasing PostRS errors and awful BQM - and you will need a Tech visit in the end.


--------------------
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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