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tomaszkida
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Intermittent loss of internet

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tomaszkida
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Re: Intermittent loss of internet

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12030000009.334256 qam9
22110000009.434256 qam10
32190000009.535256 qam11
42270000009.435256 qam12
52350000009.635256 qam13
62430000009.835256 qam14
72510000001036256 qam15
82590000009.936256 qam16
92670000009.836256 qam17
102750000009.836256 qam18
1128300000010.336256 qam19
1229100000010.636256 qam20
1329900000010.536256 qam21
1430700000010.537256 qam22
153150000001037256 qam23
1632300000010.437256 qam24
1733100000010.437256 qam25
1837100000010.138256 qam26
1937900000010.538256 qam27
2038700000010.538256 qam28
2139500000010.538256 qam29
2240300000010.438256 qam30
234110000001038256 qam31
2441900000010.438256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked34.43308032229453337
2Locked34.93355366826042784
3Locked35.53389385923416860
4Locked35.53453590321689229
5Locked35.53507149319680994
6Locked35.73569308117800636
7Locked36.33614902016386500
8Locked36.33668352814759923
9Locked36.33695820113205054
10Locked36.63728595011668757
11Locked36.63756903910284510
12Locked36.6374724959075817
13Locked36.8374206678090522
14Locked37.6373950677054749
15Locked37.3371318086145149
16Locked37.3368841615481613
17Locked37.6365977694781916
18Locked38.6332604141974465
19Locked38.6329183941806872
20Locked38.6319062391419614
21Locked38.6306928441082421
22Locked38.930184876957228
23Locked38.929184829773057
24Locked38.928281043

624171

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tomaszkida
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Re: Intermittent loss of internet

Network LogTime Priority Description
02/02/2021 18:58:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:56:54Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:51:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:51:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:51:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:50:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:49:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:49:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:43:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:43:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:41:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:41:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:41:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:41:2ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:39:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:39:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:38:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:38:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 18:38:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 14:38:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm


Primary Downstream Service Flow
SFID33704
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID33703
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940015748.5512064 qam4
24620000048.8512064 qam3
32580000047.5512064 qam6
43260000048512064 qam5


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00170
2ATDMA0070
3ATDMA0060
4ATDMA00180
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Andruser
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Re: Intermittent loss of internet

A whole load of stuff wrong with those stats, I've flagged that for a staff response, they'll probably need to book a technician visit to fix that.  

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Gareth_L
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Re: Intermittent loss of internet

Hello tomaszkida

Sorry to hear about the issue with your service 
I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Gareth_L
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Re: Intermittent loss of internet

Thanks for those details tomaszkida

The upstream channels are none existent and the downstream channels are way out of spec 

So I I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L

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tomaszkida
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Re: Intermittent loss of internet

Hi Gareth,

 

Visit went very well, all channels now well within spec, thank you.

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