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Robtinkler
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Internet dropping

Hi, I am having severe internet issues to which I am not getting support with from Virgin (several long waits to be told there is nothing wrong “at their end”) I am hoping that someone on the community forum may be able to help? I can export log files from my hub3 and I have setup a BQM that has been monitoring for a few days but I don’t really understand what I am looking at. I can post if anyone can help?

Cheers, Rob

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jbrennand
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Re: Internet dropping

What exactly are these severe internet issues?

Post up the contents of the 2 downstream tables and 2 upstream tables and the Logs as well as a link to the "share live graph" for the BQM

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Robtinkler
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Re: Internet dropping

Thanks for getting back to me so quickly.  Essentially there are drops every few minutes for extended periods of time whenever the internet is being used.  There are repeated "RCS partial service" and "Sync timing synchronisation errors" when this happens.

Logs

Robtinkler_0-1612612505022.png

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

202750000

3.9

40

256 qam

9

2

138750000

6.1

40

256 qam

1

3

146750000

5.9

40

256 qam

2

4

154750000

5.5

40

256 qam

3

5

162750000

5.3

40

256 qam

4

6

170750000

4.9

40

256 qam

5

7

178750000

4.5

40

256 qam

6

8

186750000

4.3

40

256 qam

7

9

194750000

4

40

256 qam

8

10

210750000

3.7

40

256 qam

10

11

218750000

3.9

40

256 qam

11

12

226750000

3.7

40

256 qam

12

13

234750000

3.7

40

256 qam

13

14

242750000

3.7

40

256 qam

14

15

250750000

3.5

40

256 qam

15

16

258750000

3.2

40

256 qam

16

17

266750000

3

40

256 qam

17

18

274750000

3

40

256 qam

18

19

282750000

2.9

40

256 qam

19

20

290750000

2.7

40

256 qam

20

21

298750000

2.9

40

256 qam

21

22

306750000

2.5

40

256 qam

22

23

314750000

2.5

40

256 qam

23

24

322750000

2.2

40

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

2590

9705

2

Locked

40.3

240418

280042

3

Locked

40.3

178557

15041

4

Locked

40.3

362035

190321

5

Locked

40.3

362489

389623

6

Locked

40.3

24222

12536

7

Locked

40.3

1588

13107

8

Locked

40.3

1814

14249

9

Locked

40.3

3020

13180

10

Locked

40.3

2217

12627

11

Locked

40.3

2820

13612

12

Locked

40.3

2894

14601

13

Locked

40.3

5200

14402

14

Locked

40.3

2003

11417

15

Locked

40.3

2805

17174

16

Locked

40.9

2278

13278

17

Locked

40.3

17825

13102

18

Locked

40.3

3627

12969

19

Locked

40.3

1910

11659

20

Locked

40.3

2555

12099

21

Locked

40.3

2233

12306

22

Locked

40.3

3247

13915

23

Locked

40.3

2352

9977

24

Locked

40.3

2784

11430

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

45.3

5120

64 qam

1

2

53700000

45.3

5120

64 qam

4

3

39400000

44.8

5120

64 qam

2

4

32600000

44.5

5120

64 qam

3




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d845d7d1e401bcb60d270ba6f69d86e379...

 
 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b9b5b63ed2569caae823b296c2a5e2870d...

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Robtinkler
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Re: Internet dropping

Time

Priority

Description

06/02/2021 11:47:45

notice

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

06/02/2021 11:36:2

Warning!

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

06/02/2021 11:36:2

critical

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

06/02/2021 11:26:23

Warning!

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

06/02/2021 11:26:23

critical

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

06/02/2021 11:26:21

Warning!

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

06/02/2021 11:26:21

critical

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

06/02/2021 11:26:20

Warning!

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

06/02/2021 11:26:20

critical

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

06/02/2021 11:26:17

Warning!

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

06/02/2021 11:26:17

critical

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

06/02/2021 11:24:26

Warning!

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

06/02/2021 11:24:26

critical

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

06/02/2021 11:23:49

Warning!

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

06/02/2021 11:23:49

critical

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

06/02/2021 11:14:59

Warning!

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

06/02/2021 11:14:59

critical

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

06/02/2021 11:13:8

Warning!

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

06/02/2021 11:13:8

critical

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

06/02/2021 11:13:4

Warning!

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

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jbrennand
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Re: Internet dropping

OK power levels are fine - BQM isn't ! You have an issue that means they will need to check your connection try calling it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun)— is the best time to get through quickly.

Meanwhile the RS errors are a concern and may indicate noise on the line - so to check can you First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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