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polaar
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Intermittent connection issues after engineer visit

I had previously posted here about my issues and was given a new hub 3 and engineer came out. It was going well for a day and then the issues started again. I called Virgin and they said they see no problems from their side,what to do now?

it looks again like this.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/23140fcdbe6b8484ed58516c5a8b37b868fb2d33

 

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MikeRobbo
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Alessandro Volta
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Message 2 of 13
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Re: Intermittent connection issues after engineer visit

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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polaar
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Re: Intermittent connection issues after engineer visit

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 450750000 -2.2 38 256 qam 33
2 234750000 1.4 40 256 qam 13
3 242750000 0.7 38 256 qam 14
4 250750000 0.7 40 256 qam 15
5 258750000 0.2 38 256 qam 16
6 266750000 0.5 38 256 qam 17
7 274750000 0.2 40 256 qam 18
8 282750000 0.2 40 256 qam 19
9 290750000 0.4 40 256 qam 20
10 298750000 0.5 38 256 qam 21
11 306750000 0.7 40 256 qam 22
12 314750000 0 38 256 qam 23
13 322750000 0.2 38 256 qam 24
14 330750000 0 38 256 qam 25
15 394750000 -1 38 256 qam 26
16 402750000 -1.9 38 256 qam 27
17 410750000 -1.7 38 256 qam 28
18 418750000 -2.2 38 256 qam 29
19 426750000 -2.5 38 256 qam 30
20 434750000 -2.4 38 256 qam 31
21 442750000 -2.9 38 256 qam 32
22 458750000 -3 38 256 qam 34
23 466750000 -2.4 38 256 qam 35
24 474750000 -3 38 256 qam 36


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 118 37168
2 Locked 40.3 106 35778
3 Locked 38.9 71 35808
4 Locked 40.3 86 28053
5 Locked 38.9 387 35798
6 Locked 38.9 1266 34847
7 Locked 40.3 1589 42873
8 Locked 40.3 2650 33680
9 Locked 40.9 7652 37412
10 Locked 38.9 116 29806
11 Locked 40.9 60 38077
12 Locked 38.9 73 30774
13 Locked 38.6 65 30308
14 Locked 38.9 65 31250
15 Locked 38.6 7230 22835
16 Locked 38.9 1240 35792
17 Locked 38.9 184 30562
18 Locked 38.9 111 39406
19 Locked 38.6 99 31603
20 Locked 38.9 119 47991
21 Locked 38.6 152 39415
22 Locked 38.6 86 30722
23 Locked 38.6 4587 29142
24 Locked 38.9 6882 23826

Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700007 4.425 5120 64 qam 10
2 39400004 4.275 5120 64 qam 12
3 46200061 4.275 5120 64 qam 11
4 60300029 4.475 5120 64 qam 9


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
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
Refresh data
Network Log
Time Priority Description
20/08/2020 16:45:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:45:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:45:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:45:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:44:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:44:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:44:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:44:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:44:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:44:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:44:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:44:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:26:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:26:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:26:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:26:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:26:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:26:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:17:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:17:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Message 4 of 13
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Re: Intermittent connection issues after engineer visit

You have a lot of Post RS Errors.

Can you switch the Hub off for 5 minutes, use the little switch next to the power cord.

Switch back on and allow the Hub to fully start then repost the second table of the Downstream stats.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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polaar
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Message 5 of 13
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Re: Intermittent connection issues after engineer visit

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 5 0
2 Locked 40.3 6 0
3 Locked 38.9 0 0
4 Locked 40.3 0 0
5 Locked 38.9 0 0
6 Locked 38.9 0 0
7 Locked 40.3 5 0
8 Locked 38.9 4 0
9 Locked 40.3 4 0
10 Locked 38.9 0 0
11 Locked 40.9 4 0
12 Locked 38.6 0 0
13 Locked 38.9 19 0
14 Locked 38.9 12 0
15 Locked 38.6 0 0
16 Locked 38.9 0 0
17 Locked 38.9 4 0
18 Locked 38.9 0 0
19 Locked 38.6 0 0
20 Locked 38.9 5 0
21 Locked 38.9 0 0
22 Locked 38.9 5 0
23 Locked 38.6 0 0
24 Locked 38.6 5 0
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MikeRobbo
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Alessandro Volta
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Message 6 of 13
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Re: Intermittent connection issues after engineer visit

The Hub stats are looking good. and those numbers are a lot better but keep an eye on them over the next few hours.

Your >> BQM << is a mess up to the reboot and will possibly settle for a short while.

If there is no improvement during the evening you will need to call it in to VM.

You can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

 

 


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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John_GS
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Message 7 of 13
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Re: Intermittent connection issues after engineer visit

Hi polaar,

 

Thanks for posting and apologies for the broadband issues. I've checked today and there are a lot of t3's. Can you do a PIN reset for me on the router to see if that fixes this?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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polaar
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Message 8 of 13
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Re: Intermittent connection issues after engineer visit

Sorry how do i do that?
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MikeRobbo
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Re: Intermittent connection issues after engineer visit

DO NOT DO THIS if the password on the base of the Hub is not legible or missing.

Instructions for Hub 3

Disconnect all unneeded ethernet cables from the rear of the Hub.

With the Hub Powered on use a paperclip or similar and do a pinhole reset.

Depress the pinhole switch for a timed 60 seconds then release.

DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Once a steady white and no other lights are illuminated check your system again.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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John_GS
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Message 10 of 13
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Re: Intermittent connection issues after engineer visit

Thanks for coming back to me.

 

Please see this link here

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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