Virgin Media Community

[fcsics]

I'm a new VM customer on the M350 fibre broadband and we had quite a few issues to get any connection at all. After two weeks and installing a new drop from the flat to the ground level, a VM engineer used a splitter to use the neighbour's cable and connect our new drop to the input cable from the ground (as the engineer said, a new cable has to be done between our house and cable cabinet a few hundred meters further down the road- in theory this was requested but I cannot get any information). While we finally got a connection, it is cutting out every few minutes as if due to the splitter and sharing the cable with another customer. I'm curious to hear from experienced commenters /moderators about where could I check to see the date of the cable is going to be done and/or any tips that would help resolve the issue. 

ps.: my problem is similar to mannz's latency issue - here's the link to that: 

https://community.virginmedia.com/t5/Speed/High-Latency-Issues/m-p/4410794#M242350 

[carl_pearce]

Paste the HUB data and we can have a look?

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

[carl_pearce]

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

[carl_pearce]

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

[fcsics]

Downstream: 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	-3.7	33	256 qam	9
2	139000000	-0.9	37	256 qam	1
3	147000000	0	38	256 qam	2
4	155000000	0.5	38	256 qam	3
5	163000000	0.7	38	256 qam	4
6	171000000	0.5	38	256 qam	5
7	179000000	-0.5	38	256 qam	6
8	187000000	-1.5	38	256 qam	7
9	195000000	-2.9	38	256 qam	8
10	211000000	-3.5	37	256 qam	10
11	235000000	-1.7	38	256 qam	13
12	243000000	-2.5	38	256 qam	14
13	251000000	-3.2	38	256 qam	15
14	259000000	-4.2	38	256 qam	16
15	267000000	-4.9	38	256 qam	17
16	275000000	-5	38	256 qam	18
17	283000000	-4.7	38	256 qam	19
18	291000000	-4.7	38	256 qam	20
19	299000000	-4	38	256 qam	21
20	307000000	-4.2	38	256 qam	22
21	315000000	-4.9	37	256 qam	23
22	323000000	-5.7	37	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	33.9	17255415	7829236
2	Locked	37.3	13737	4485
3	Locked	38.6	12873	6703
4	Locked	38.9	10888	278
5	Locked	38.9	9264	282
6	Locked	38.9	10169	368
7	Locked	38.6	15480	724
8	Locked	38.6	21868	15493
9	Locked	38.6	24964	2402
10	Locked	37.6	16651	1609
11	Locked	38.9	6427	381
12	Locked	38.6	5826	731
13	Locked	38.6	7695	955
14	Locked	38.6	13136	1071
15	Locked	38.6	16394	1292
16	Locked	38.6	15429	992
17	Locked	38.6	8782	779
18	Locked	38.6	7291	382
19	Locked	38.6	4716	150
20	Locked	38.6	4614	98
21	Locked	37.6	9029	643
22	Locked	37.6	11484	419

[fcsics]

Upstream 

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

1	32600175	5.1	5120	64 qam	5
2	39399847	5.1	5120	64 qam	4
3	46199951	5.1	5120	64 qam	3
4	25800087	5.1	5120	64 qam	6

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

[fcsics]

Network log:

Time Priority Description

24/09/2020 17:45:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:8	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

[carl_pearce]

---

@fcsics wrote:

Upstream 

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

1	32600175	51	5120	64 qam	5
2	39399847	51	5120	64 qam	4
3	46199951	51	5120	64 qam	3
4	25800087	51	5120	64 qam	6

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

---

Upstream power levels are too high and you have a SNR issue on one of your downstream channels (Probably causing the high Pre and Post RS Errors):

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1

Locked

33.9

17255415

7829236

Lots of errors in your network stats.

[fcsics]

And finally, 
BQM live link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/view/6d734013c2b04f17f99b5694dd2e1f043af... 

[fcsics]

Yes, I saw these (both network log problems and suspected the high errors as part of this problem. The only part I'm lost is solutions. 🙂 

[carl_pearce]

Your link doesn't work (Partially cut off).

[carl_pearce]

---

@fcsics wrote:

Yes, I saw these (both network log problems and suspected the high errors as part of this problem. The only part I'm lost is solutions. 🙂 

---

An engineer visit is required to correct the issues on your line.