Virgin Media Community

[paulmyson]

Hi, Could someone from Virgin team please get some help for me. for the last few days I have had a lot of drop outs. It is getting as bad as it was before the new cables replaced six months ago. Since the cables where replaced the connection has been great, but the last few days have been bad. I will try and upload the logs. I hope you can help. Thank you Paul.

[paulmyson]

for the last few days I have had a lot of drop outs. It is getting as bad as it was before the new cables replaced. Since the cables where replaced the connection has been great, but the last few days have been bad. Here are the logs. I hope you can help. Thank you Paul. 

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 419000000 4.8 38 256 qam 32
2 203000000 1.5 37 256 qam 9
3 211000000 1.9 37 256 qam 10
4 219000000 2.2 37 256 qam 11
5 227000000 2.2 37 256 qam 12
6 235000000 3 37 256 qam 13
7 243000000 3.2 37 256 qam 14
8 251000000 3.4 37 256 qam 15
9 259000000 3.7 37 256 qam 16
10 267000000 3.5 38 256 qam 17
11 275000000 2.9 37 256 qam 18
12 283000000 2.9 37 256 qam 19
13 291000000 3.4 37 256 qam 20
14 299000000 4 37 256 qam 21
15 307000000 4 38 256 qam 22
16 315000000 4.5 38 256 qam 23
17 323000000 5 38 256 qam 24
18 363000000 5 37 256 qam 25
19 371000000 5.5 38 256 qam 26
20 379000000 5.3 37 256 qam 27
21 387000000 4.4 37 256 qam 28
22 395000000 4 38 256 qam 29
23 403000000 4.1 38 256 qam 30
24 411000000 5 37 256 qam 31


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 789 1743
2 Locked 37.3 1285 2970
3 Locked 37.6 1444 3416
4 Locked 37.6 1447 3605
5 Locked 37.6 1236 4351
6 Locked 37.6 1071 2957
7 Locked 37.3 1050 2775
8 Locked 37.3 1114 2621
9 Locked 37.6 994 2168
10 Locked 38.6 1051 2527
11 Locked 37.6 1235 2667
12 Locked 37.6 1339 2680
13 Locked 37.6 1083 1377
14 Locked 37.6 975 1541
15 Locked 38.6 1000 1610
16 Locked 38.6 1008 1372
17 Locked 38.9 871 1239
18 Locked 37.6 824 1030
19 Locked 38.9 537 974
20 Locked 37.6 484 1237
21 Locked 37.6 667 1646
22 Locked 38.9 821 2776
Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 46.5 5120 64 qam 4
2 60300000 51 5120 64 qam 1
3 46200000 48 5120 64 qam 3
4 53700000 49 5120 64 qam 2


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
Refresh data
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm


Primary Downstream Service Flow
SFID 504882
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 504881
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort
etwork Log
Time Priority Description
13/04/2021 14:49:30 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:47:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:47:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:47:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:47:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:46:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:46:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:45:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:41:49 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:38:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:38:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[paulmyson]

It's just going off like crazy now.General stats
Online for 0:00:52
Disconnects, 24h: 43
Availability, 24h: 86.43%
Disconnects, total: 424
Availability, total: 89.29%

[paulmyson]

Come on someone please get back to me, I can't live with internet running like this. General stats
Online for 0:00:26
Disconnects, 24h: 51
Availability, 24h: 86.34%
Disconnects, total: 432
Availability, total: 89.30%

[paulmyson]

Well you are quick enough to contact me about privet messages, but you still will not contact me to help with my internet. Why don't you get back to my. I posted this issue yesterday. Come on Virgin Team!!!!!!!.

[paulmyson]

Still No no one from VM team has got back to me and my internet is on and off all the time. Please help me.
General stats
Online for 0:05:00
Disconnects, 24h: 71
Availability, 24h: 98.23%
Disconnects, total: 453
Availability, total: 89.33%

[paulmyson]

Hi, here is my think broad band graph. It show the drop out I keep having. Would some one please help me. Thank you.

[paulmyson]

I will try and load it again.Any help would great.

[Buffer6]

We always try the obvious first, you have a lot of post errors, which is indicative of a lot of noise on your connection

Go around and check all your connections to the Hub and device/s and make sure they are fully inserted and any

that screw tighten are thumb tight and that your Hub isn't close to any electrical equipment or devices that might induce noise

[paulmyson]

Thank you for your help. I have tightened all the connections (but were not lose) I have also moved my hub3 as it was next to the cctv box. Do you think that could be the problem?. Again so happy you are trying to help me.