25-08-2021 12:09 - edited 25-08-2021 12:30
Ok.
So I posted yesterday, because we realised that the wi-fi was turning itself back on, each time I turned it off. Later that day, we found we could not access Netflix, Amazon or you tube on the TV. I then used the Computer/Desktop PC and found I could not connect to e-mail, banks, Steam / Xbox, etc. Steam I understand said repeatedly the connection was unstable, and issued time out bans, for the constant disconnections. (This is all Ethernet, not Wi-fi to devices).
The hub said “Partial service (DS only)”. I rebooted and reset the Hub 3. I checked all the cables. The set-up has been in place for nearly 04 years, and where the hub is placed means no one can get near the cables in general.
I ran a speed test last night (https://www.speedtest.net). It said the upstream was zero, or at best between 0 and 1 (mostly I get “Upload test error”. It does randomly get back up to say 7-8, but only for short durations making it useless. (Whereas it was 20 before). The downstream is dropping frequently to 20-40, but can get back to the normal 80-120. (We pay for 200). The ping is shifting from 20-250, (normally stable around 15-40).
The computer and TV connection to the internet are unusable now on this basis. I think the inability to turn off wi-fi could well relate to the zero up steam issue. The bank and online supermarket wanted me to change password after a few failed attempts where it timed out. I could then not change the password, I assume because of the lack of up-stream. I couldn’t change or cancel the shopping order for today. When I ran the system check on VM, the first 02 times it failed to complete (just spun around for over 30 minutes). It then passed with no errors in a few minutes. On another try it ended with a yellow box, that said there were Network errors. I could not tell though, if that meant mine or Virgin Media.
So, yesterdayI reboot, reset, factory reset, multiple times. I checked all the cables for connection and tightness. I put the hub in modem mode. It made no difference. I then reset with a pin to factory settings, which is where it now is. I also as a trial, removed the PC cables from the rooter. The problem persisted on the TV. I then removed the TV and had issues on the PC. I changed the cables around and swapped the cables otthe TV and PC to no change.
I am hoping it’s a temporary or local issue. Here are the logs from last night, hours after the reset, reboot, pin reset, etc. (Sometimes I can’t log into the hub or run diagnostics).
As a random note, if I refresh the connected devices, the number can change from 1-3. (Even though all 3 items are connected at the time). Sometimes the PC is not there (even as I am looking at the hub data on it), Sometimes the TV is gone, (but on), and sometimes the TiVo box.
I am housebound and don't have a mobile. My partner works from home, but cannot access her employer.
Network Log
Time | Priority | Description | |
24/08/2021 23:14:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 23:11:58 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 23:11:56 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 23:11:9 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 23:10:14 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 23:05:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:58:40 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:56:22 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:54:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:48:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:38:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
01/01/1970 00:01:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:30:17 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:29:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:29:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:20:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:19:39 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:18:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:17:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
24/08/2021 22:15:27 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; | |
| |||
This seems to be typical over the hours. Its the same sort of thing this morning. What should i do next?
Answered! Go to Answer
on 25-08-2021 16:43
Hi Fedup01, thanks for posting.
Sorry about the issues you've had with your connection. To confirm what sophist already advised it's clear from here that there are issues that will require the attention of an engineer, please get back to me via PM and we'll be able to get that arranged for you.
Tom
on 25-08-2021 12:10
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 32600000 | 51 | 5120 | 64 qam | 5 |
2 | 53699981 | 51 | 5120 | 64 qam | 2 |
3 | 46200000 | 51 | 5120 | 32 qam | 3 |
4 | 39399961 | 51 | 5120 | 64 qam | 4 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 139000000 | -3.7 | 37 | 256 qam | 1 |
2 | 147000000 | -3.9 | 37 | 256 qam | 2 |
3 | 155000000 | -5.2 | 37 | 256 qam | 3 |
4 | 163000000 | -5.5 | 37 | 256 qam | 4 |
5 | 171000000 | -5.2 | 37 | 256 qam | 5 |
6 | 179000000 | -5 | 37 | 256 qam | 6 |
7 | 187000000 | -5.2 | 37 | 256 qam | 7 |
8 | 195000000 | -5.7 | 37 | 256 qam | 8 |
9 | 203000000 | -6 | 37 | 256 qam | 9 |
10 | 211000000 | -5.9 | 37 | 256 qam | 10 |
11 | 219000000 | -5.7 | 37 | 256 qam | 11 |
12 | 227000000 | -6.2 | 37 | 256 qam | 12 |
13 | 235000000 | -6.9 | 37 | 256 qam | 13 |
14 | 243000000 | -7.5 | 37 | 256 qam | 14 |
15 | 251000000 | -7 | 37 | 256 qam | 15 |
16 | 259000000 | -6.2 | 37 | 256 qam | 16 |
17 | 267000000 | -5.7 | 37 | 256 qam | 17 |
18 | 275000000 | -6 | 37 | 256 qam | 18 |
19 | 283000000 | -6.4 | 37 | 256 qam | 19 |
20 | 291000000 | -6.9 | 37 | 256 qam | 20 |
21 | 299000000 | -6.7 | 37 | 256 qam | 21 |
22 | 307000000 | -6 | 37 | 256 qam | 22 |
23 | 315000000 | -5.2 | 37 | 256 qam | 23 |
24 | 323000000 | -4.7 | 37 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 37.3 | 51915 | 107970 |
2 | Locked | 37.6 | 105846 | 11534 |
3 | Locked | 37.3 | 66826 | 61029 |
4 | Locked | 37.3 | 54227 | 80359 |
5 | Locked | 37.6 | 12685 | 2495 |
6 | Locked | 37.6 | 1342 | 759 |
7 | Locked | 37.6 | 4925 | 2011 |
8 | Locked | 37.3 | 3929 | 4071 |
9 | Locked | 37.6 | 3892 | 2830 |
10 | Locked | 37.6 | 1569 | 808 |
11 | Locked | 37.6 | 2513 | 797 |
12 | Locked | 37.6 | 4622 | 2338 |
13 | Locked | 37.6 | 4114 | 2581 |
14 | Locked | 37.3 | 3060 | 58 |
15 | Locked | 37.3 | 290 | 17 |
16 | Locked | 37.3 | 2667 | 390 |
17 | Locked | 37.3 | 2268 | 1815 |
18 | Locked | 37.6 | 3891 | 1080 |
19 | Locked | 37.3 | 582 | 0 |
20 | Locked | 37.3 | 165 | 0 |
21 | Locked | 37.3 | 93 | 0 |
22 | Locked | 37.6 | 58 | 0 |
23 | Locked | 37.6 | 201 | 0 |
24 | Locked | 37.6 | 583 | 2 |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt060-b.cm |
Primary Downstream Service Flow
SFID | 134630 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 134629 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 25-08-2021 12:15
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 32600000 | 51 | 5120 | 64 qam | 5 |
2 | 53699981 | 51 | 5120 | 64 qam | 2 |
3 | 46200000 | 51 | 5120 | 32 qam | 3 |
4 | 39399961 | 51 | 5120 | 64 qam | 4 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 139000000 | -3.7 | 37 | 256 qam | 1 |
2 | 147000000 | -3.9 | 37 | 256 qam | 2 |
3 | 155000000 | -5.2 | 37 | 256 qam | 3 |
4 | 163000000 | -5.5 | 37 | 256 qam | 4 |
5 | 171000000 | -5.2 | 37 | 256 qam | 5 |
6 | 179000000 | -5 | 37 | 256 qam | 6 |
7 | 187000000 | -5.2 | 37 | 256 qam | 7 |
8 | 195000000 | -5.7 | 37 | 256 qam | 8 |
9 | 203000000 | -6 | 37 | 256 qam | 9 |
10 | 211000000 | -5.9 | 37 | 256 qam | 10 |
11 | 219000000 | -5.7 | 37 | 256 qam | 11 |
12 | 227000000 | -6.2 | 37 | 256 qam | 12 |
13 | 235000000 | -6.9 | 37 | 256 qam | 13 |
14 | 243000000 | -7.5 | 37 | 256 qam | 14 |
15 | 251000000 | -7 | 37 | 256 qam | 15 |
16 | 259000000 | -6.2 | 37 | 256 qam | 16 |
17 | 267000000 | -5.7 | 37 | 256 qam | 17 |
18 | 275000000 | -6 | 37 | 256 qam | 18 |
19 | 283000000 | -6.4 | 37 | 256 qam | 19 |
20 | 291000000 | -6.9 | 37 | 256 qam | 20 |
21 | 299000000 | -6.7 | 37 | 256 qam | 21 |
22 | 307000000 | -6 | 37 | 256 qam | 22 |
23 | 315000000 | -5.2 | 37 | 256 qam | 23 |
24 | 323000000 | -4.7 | 37 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 37.3 | 51915 | 107970 |
2 | Locked | 37.6 | 105846 | 11534 |
3 | Locked | 37.3 | 66826 | 61029 |
4 | Locked | 37.3 | 54227 | 80359 |
5 | Locked | 37.6 | 12685 | 2495 |
6 | Locked | 37.6 | 1342 | 759 |
7 | Locked | 37.6 | 4925 | 2011 |
8 | Locked | 37.3 | 3929 | 4071 |
9 | Locked | 37.6 | 3892 | 2830 |
10 | Locked | 37.6 | 1569 | 808 |
11 | Locked | 37.6 | 2513 | 797 |
12 | Locked | 37.6 | 4622 | 2338 |
13 | Locked | 37.6 | 4114 | 2581 |
14 | Locked | 37.3 | 3060 | 58 |
15 | Locked | 37.3 | 290 | 17 |
16 | Locked | 37.3 | 2667 | 390 |
17 | Locked | 37.3 | 2268 | 1815 |
18 | Locked | 37.6 | 3891 | 1080 |
19 | Locked | 37.3 | 582 | 0 |
20 | Locked | 37.3 | 165 | 0 |
21 | Locked | 37.3 | 93 | 0 |
22 | Locked | 37.6 | 58 | 0 |
23 | Locked | 37.6 | 201 | 0 |
24 | Locked | 37.6 | 583 | 2 |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt060-b.cm |
Primary Downstream Service Flow
SFID | 134630 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 134629 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
25-08-2021 15:46 - edited 25-08-2021 16:13
@Fedup01 wrotWhat should i do next?
The log doesn't look particularly healthy, can you also post teh upstream/downstream data from the same place that you got the log from..
edit. weird, i didn't see the second post with all of hte data..
anyways, downstream power levels are (i think) right on the cusp of being too low. one of your upstream channels is only negotiating a QAM of 32 - should all be at 64. upstream power levels are also borderline unacceptable too..
you also have a bunch of post-rs errors on the downstream channels.
from the log, it looks like your modem is losing connection to the CMTS.
suspect that this will need an engineer visit. VM should be along within a couple of days to comment.
on 25-08-2021 16:43
Hi Fedup01, thanks for posting.
Sorry about the issues you've had with your connection. To confirm what sophist already advised it's clear from here that there are issues that will require the attention of an engineer, please get back to me via PM and we'll be able to get that arranged for you.
Tom
on 26-08-2021 11:50
Apologies for the delay in my reply. Things seem to have normalised back to normal. I wanted to wait and see if they would stay that way for a while. Yesterday morning when i sent the second post with my stream data to the forum, it timed out. I then got a message saying i was banned for the day from the board for sending too many messages in rapid series. It turned up about 4 hours later on the forum. : )
We went to my brothers house to access various things for work. We got back around 16:30 to find everything seemed to be ok again. The logs were clear from around 16:00 p.m.. They stayed clear until around 18:30 when everything suddenly dropped out again, and the Sync and time out errors were there on the log as before (e.g. Upload had dropped from 21 mbs ,to zero or 0.1). We could again not access things, and this was the case until around 19:00 when suddenly it all went back to working. It has been working since 19:30, and seems to be fine at the time of writing this. Hopefully it will stay that way.
Many thanks to those who took the time to reply. I appreciatre the help and advice.
The 18:30 event on the network log. There has been nothing on it since, and we have not touched or changed anything since yesterday morning.
Network Log
Time | Priority | Description |
25/08/2021 18:48:34 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:47:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:47:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:39:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:39:34 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:39:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:39:20 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:39:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:39:14 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:39:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:39:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:32:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:32:21 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:32:16 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:32:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:32:11 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:32:10 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:32:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:32:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2021 18:32:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 26-08-2021 15:45
@Fedup01, really glad to hear things have improved now thanks for updating the thread, please don't hesitate to get back in touch if any more problems arise.
Tom