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fcsics
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Intermittent connection

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 

 

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Anonymous
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Message 2 of 13
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Re: Intermittent connection

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?

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fcsics
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Re: Intermittent connection

Downstream: 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1203000000-3.733256 qam9
2139000000-0.937256 qam1
3147000000038256 qam2
41550000000.538256 qam3
51630000000.738256 qam4
61710000000.538256 qam5
7179000000-0.538256 qam6
8187000000-1.538256 qam7
9195000000-2.938256 qam8
10211000000-3.537256 qam10
11235000000-1.738256 qam13
12243000000-2.538256 qam14
13251000000-3.238256 qam15
14259000000-4.238256 qam16
15267000000-4.938256 qam17
16275000000-538256 qam18
17283000000-4.738256 qam19
18291000000-4.738256 qam20
19299000000-438256 qam21
20307000000-4.238256 qam22
21315000000-4.937256 qam23
22323000000-5.737256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked33.9172554157829236
2Locked37.3137374485
3Locked38.6128736703
4Locked38.910888278
5Locked38.99264282
6Locked38.910169368
7Locked38.615480724
8Locked38.62186815493
9Locked38.6249642402
10Locked37.6166511609
11Locked38.96427381
12Locked38.65826731
13Locked38.67695955
14Locked38.6131361071
15Locked38.6163941292
16Locked38.615429992
17Locked38.68782779
18Locked38.67291382
19Locked38.64716150
20Locked38.6461498
21Locked37.69029643
22Locked37.611484419

 

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fcsics
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Re: Intermittent connection

Upstream 

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

1326001755.1512064 qam5
2393998475.1512064 qam4
3461999515.1512064 qam3
4258000875.1512064 qam6

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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fcsics
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Re: Intermittent connection

Network log:

Time Priority Description

24/09/2020 17:45:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:45:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 17:44:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0
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Anonymous
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Message 6 of 13
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Re: Intermittent connection


@fcsics wrote:

Upstream 

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

13260017551512064 qam5
23939984751512064 qam4
34619995151512064 qam3
42580008751512064 qam6

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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

1Locked33.9172554157829236

 

Lots of errors in your network stats.

fcsics
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Re: Intermittent connection

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fcsics
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Re: Intermittent connection

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. 🙂 

 

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Anonymous
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Message 9 of 13
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Re: Intermittent connection

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

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Anonymous
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Message 10 of 13
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Re: Intermittent connection


@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.