Virgin Media Community

[sadsmileyface]

I've been experiencing interruptions to service recently which is very unusual, everything is normally very stable. I have a SuperHub 3 in Modem Mode which has been reporting the following in its Network Log;

04/03/2022 20:12:5	notice	LAN login Success;
04/03/2022 18:03:8	Warning!	RCS Partial Service;
04/03/2022 18:00:56	critical	SYNC Timing Synchronization failure - Loss of Sync;
04/03/2022 17:52:52	Warning!	RCS Partial Service;
04/03/2022 17:45:52	critical	No Ranging Response received - T3 time-out;
04/03/2022 17:34:49	Warning!	RCS Partial Service;
04/03/2022 17:34:43	critical	SYNC Timing Synchronization failure - Loss of Sync;
04/03/2022 17:09:25	Warning!	RCS Partial Service;
04/03/2022 17:09:24	critical	No Ranging Response received - T3 time-out;
04/03/2022 17:09:23	Warning!	RCS Partial Service;
04/03/2022 17:08:54	critical	No Ranging Response received - T3 time-out;
04/03/2022 13:26:33	Warning!	RCS Partial Service;
04/03/2022 13:26:14	critical	SYNC Timing Synchronization failure - Loss of Sync;
04/03/2022 13:22:35	Warning!	RCS Partial Service;
04/03/2022 13:21:35	critical	No Ranging Response received - T3 time-out;
04/03/2022 13:04:20	Warning!	RCS Partial Service;

Downstream bonded channels

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

1	331000000	7.4	40	256 qam	25
2	235000000	7.9	40	256 qam	13
3	243000000	7.5	40	256 qam	14
4	251000000	7.5	40	256 qam	15
5	259000000	7.5	40	256 qam	16
6	267000000	7.5	40	256 qam	17
7	275000000	7.4	40	256 qam	18
8	283000000	7.5	40	256 qam	19
9	291000000	7.4	40	256 qam	20
10	299000000	7.5	40	256 qam	21
11	307000000	7.5	40	256 qam	22
12	315000000	7.6	40	256 qam	23
13	323000000	7.5	40	256 qam	24
14	339000000	7	40	256 qam	26
15	347000000	6.6	40	256 qam	27
16	355000000	6.4	40	256 qam	28
17	363000000	6	40	256 qam	29
18	371000000	6	40	256 qam	30
19	379000000	5.9	40	256 qam	31
20	387000000	5.6	40	256 qam	32
21	395000000	5.5	40	256 qam	33
22	403000000	5.4	40	256 qam	34
23	411000000	5.1	40	256 qam	35
24	419000000	5	40	256 qam	36

Upstream bonded channels

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

1	39400000	44.5	5120	64 qam	4
2	46200000	44.5	5120	64 qam	3
3	53700000	34.3	5120	64 qam	2
4	60300000	33.3	5120	64 qam	1

I'm kind of at a loss as to what I can do about this and the huge reduction in speed that I'm seeing. Does anyone have any ideas?

[Adduxi]

Looks like an upstream problem, possible noise on the circuit.?

You need to post the Downstream Pre and PostRS errors.   Also setup a BQM here www.thinkbroadband.com/ping

Once done we can comment on the stats.

[gitty]

There is a 11 dB power difference between the upstream channels (12 dB is the edge). That is not normal, so I agree that there is something going on in the upstream.

[sadsmileyface]

Downstream bonded channels

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

1	Locked	40.3	9626	4978
2	Locked	40.3	30410	5433
3	Locked	40.9	28051	5473
4	Locked	40.3	26599	5545
5	Locked	40.9	24964	5591
6	Locked	40.3	24192	5858
7	Locked	40.3	23048	6150
8	Locked	40.9	20147	5490
9	Locked	40.9	17723	5371
10	Locked	40.9	15035	5804
11	Locked	40.3	12592	5030
12	Locked	40.9	11154	4976
13	Locked	40.3	10304	4966
14	Locked	40.9	9814	4281
15	Locked	40.9	9583	4679
16	Locked	40.3	9443	4074
17	Locked	40.3	9637	4572
18	Locked	40.3	9004	4390
19	Locked	40.9	8782	4254
20	Locked	40.9	8106	4221
21	Locked	40.3	7259	4360
22	Locked	40.3	6765	4498
23	Locked	40.3	5808	4366
24	Locked	40.9	5366	4589

I'm guessing that the dropped packets reported is to do with the router though...

[Adduxi]

You have to many Post|RS errors and generally this is indicative of noise on the circuit.  Ideally they should be zero. 

A VM technician will need to find the problem and fix it.  Wait here a day or two for a VM Mod to pick this up.

[sadsmileyface]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/39e202582b45d7929710a380781cc552aa...

The forum doesn't seem to want to let me embed this in any way so hopefully this link works. The connection has been dreadful tonight, the full thing has been dropping off regularly. 

[Steven_L]

Hey @sadsmileyface,

Welcome back to the community and thanks for taking the time to post your issue on the forums.

I'm sorry to hear of the issues that you're having with your connection at the moment, I have looked into this and can see that there is an issue with the SNR levels on your connection, this would need a technician visit to resolve.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.

Regards,
Steven_L
 

[Steven_L]

Thanks for confirming your details via private message @sadsmileyface.

I have arranged for the appointment and you can track your engineer appointments online. Simply sign in to My Virgin Media and you’ll see your appointments on your account dashboard.

Regards,

Steven_L