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Intermittent loss of internet

I am experiencing regular connection dropouts on my Virgin Hub 3.0 router. Here are the logs - I would be grateful if someone could interpret the data to see if there's an issue with the unit:

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

187000000

Locked

Ranged Upstream Channel (Hz)

60299927

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

187000000

-5.5

36

256 qam

7

2

195000000

-6

36

256 qam

8

3

203000000

-6.5

36

256 qam

9

4

211000000

-6.7

36

256 qam

10

5

219000000

-7.2

34

256 qam

11

6

227000000

-8

35

256 qam

12

7

235000000

-7.7

36

256 qam

13

8

243000000

-8.4

35

256 qam

14

9

251000000

-8.7

35

256 qam

15

10

259000000

-9

35

256 qam

16

11

267000000

-9.4

35

256 qam

17

12

275000000

-10.5

35

256 qam

18

13

283000000

-10.5

35

256 qam

19

14

291000000

-10.2

35

256 qam

20

15

299000000

-9.9

35

256 qam

21

16

307000000

-10

35

256 qam

22

17

315000000

-9.7

35

256 qam

23

18

323000000

-9.7

35

256 qam

24

19

379000000

-10.9

34

256 qam

25

20

387000000

-11.5

35

256 qam

26

21

395000000

-11.7

35

256 qam

27

22

403000000

-11.5

34

256 qam

28

23

411000000

-11.7

34

256 qam

29

24

419000000

-12.2

35

256 qam

30

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

36.6

203

15182

2

Locked

36.6

724

30018

3

Locked

36.6

172

14763

4

Locked

36.3

64004

53393

5

Locked

34.9

367

6151

6

Locked

35

342

10012

7

Locked

36.3

71430

45742

8

Locked

35.5

82410

28372

9

Locked

35.7

80311

24287

10

Locked

35.7

83925

26314

11

Locked

35.7

82710

31053

12

Locked

35.5

58495

62271

13

Locked

35.5

1138

12929

14

Locked

35.5

65627

51298

15

Locked

35.5

52769

42192

16

Locked

35.7

61657

56326

17

Locked

35.7

584

11999

18

Locked

35.7

2450

111230

19

Locked

34.9

12728

107779

20

Locked

35

21785

97570

21

Locked

35

781

13846

22

Locked

34.9

5697

116017

23

Locked

34.9

55250

64283

24

Locked

35

62431

55039

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60299927

5.1

5120

64 qam

1

2

53700000

5.1

5120

64 qam

2

3

46199966

5.1

5120

64 qam

3

4

39400000

5.025

5120

64 qam

4

 

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

 

Network Log

Time

Priority

Description

14/05/2020 15:09:9

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:12:48

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:12:48

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:12:47

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:12:47

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:12:47

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:12:6

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:12:5

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:12:2

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:12:1

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:12:1

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:11:46

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:11:46

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:11:45

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 14:11:45

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 13:57:58

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 13:57:58

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 13:14:19

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:32

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/05/2020 13:09:38

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: Intermittent loss of internet

Power levels are all over the place, and that's why your connection is so poor.  Unless this is a known area fault, this will require a VM technician visit.  Hold on here for the VM forum staff to advise (sometimes takes a few days, though).

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Re: Intermittent loss of internet

Thanks for the response

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Re: Intermittent loss of internet

No response from anyone at Virgin yet

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Re: Intermittent loss of internet

Hello peteski100, sorry to hear about your intermittent internet issues and welcome to our Community Forum.

 

I've peeked at your network details and can see low downstream power levels and your upstream levels are quite high. We'll need a tech to go out and bring your stats back in line. I'm going to send you a Private Message so I can do this, please reply back to it.

 

Thanks,

 

Lisa

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