Virgin Media Community

[flappeh]

For the last week or two my connection has been getting progressively worse, I think the issue is upload rather than down. Using NetFlix, NowTV and Amazon Prime are largely fine - occasionally there's some picture quality issues but this quickly catches up.

I am regularly getting connection drops if I use any kind of video / audio calling service (Slack, Teams or Zoom) - turning video off sees some improvement in the regularity of drop out but this isn't sustainable.

I've checked this on both wired and wireless connections, removed devices other than my computer from the network but this is still an issue - when a call drops out, that kills pretty much any internet activity. Rebooting the router makes little to no difference, service status pages state there are no issues for the period I've been affected.

Does anyone know the most effective support route to getting this resolved? I've tried telephone support in the past and they've given me little to no help - I'm really stuck here and rapidly running out of mobile data.

Diagnostic information:

Speed test result 

BQM

[flappeh]

Router Status

Downstream bonded channels

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

1	187000000	-6	38	256 qam	7
2	195000000	-6	38	256 qam	8
3	203000000	-6.2	38	256 qam	9
4	211000000	-6.2	38	256 qam	10
5	219000000	-6	38	256 qam	11
6	227000000	-6.2	38	256 qam	12
7	235000000	-6	38	256 qam	13
8	243000000	-6	38	256 qam	14
9	251000000	-5.9	38	256 qam	15
10	259000000	-5.7	38	256 qam	16
11	267000000	-5.4	38	256 qam	17
12	275000000	-5.2	38	256 qam	18
13	283000000	-4.7	40	256 qam	19
14	291000000	-5	38	256 qam	20
15	299000000	-4.4	38	256 qam	21
16	307000000	-4.2	40	256 qam	22
17	315000000	-4	40	256 qam	23
18	323000000	-4.2	40	256 qam	24
19	379000000	-4	38	256 qam	25
20	387000000	-4.7	40	256 qam	26
21	395000000	-4.2	38	256 qam	27
22	403000000	-3.9	40	256 qam	28
23	411000000	-4	40	256 qam	29
24	419000000	-4	38	256 qam	30

Downstream bonded channels

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

1	Locked	38.9	42007989	57554684
2	Locked	38.9	343762	11779
3	Locked	38.9	185775	3610
4	Locked	38.6	143566	1377
5	Locked	38.6	206842	4594
6	Locked	38.9	343016	20056
7	Locked	38.6	332772	47832
8	Locked	38.9	354340	69077
9	Locked	38.9	334996	71144
10	Locked	38.9	355179	63808
11	Locked	38.9	312710	49116
12	Locked	38.6	306770	12316
13	Locked	40.3	197436	932
14	Locked	38.9	109095	601
15	Locked	38.9	56463	1816
16	Locked	40.3	34277	1163
17	Locked	40.3	6694	426
18	Locked	40.3	2820	639
19	Locked	38.9	3293	584
20	Locked	40.3	1201	327
21	Locked	38.9	819	434
22	Locked	40.3	1193	375
23	Locked	40.3	3081	348
24	Locked	38.9	6076	506

[flappeh]

Router Status Continued

Upstream bonded channels

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

1	60300000	49.3	5120	32 qam	1
2	39400273	47.8	5120	32 qam	4
3	53700405	48.5	5120	64 qam	2
4	46200278	48	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	46	0
2	ATDMA	0	0	21	0
3	ATDMA	0	0	28	0
4	ATDMA	0	0	30	0

[flappeh]

And one last time...

Network Log

Time Priority Description

10/11/2020 11:44:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 11:35:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 11:10:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 11:09:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 10:35:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 10:25:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 10:25:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 10:05:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:35:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:24:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:01:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:01:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:00:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 09:00:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 07:52:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 07:42:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 23:00:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 22:59:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 22:32:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 22:30:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[MikeRobbo · Accepted solution]

Several of your Downstream Power Levels are too low.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

[flappeh]

Thanks Mike, I'll try support in the morning - thanks for the quick response.