13-10-2021 15:48 - edited 13-10-2021 15:48
Hi,
This has been going on for roughly the last 8 days now. I had to way 4 days for an engineer who fitted an attenuator to lower high downstream power levels but this hasn't solved the original problem. Looking at the readings on the router, nothing really stands out but i can post these if needs be. Network log shows constant RCS partial service and SYNC timing synchronisation errors. I've had a bqm set up to monitor and it's pretty much like this everyday. Any assistance or advice would be much appreciated at this point.
13-10-2021 15:52 - edited 13-10-2021 15:53
What Hub model do you have?
Is it in router or modem mode?
What devices do you have connected to the Hub on ethernet cables? If you disconnect them all does the BQM "clean up"? If so add them back 1 by 1 until this appears again to see if thats where the issue lays.
also post up the connection stats as per this
____________________________________
In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle or top/right of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.
on 13-10-2021 16:08
It's a hub 3, set to router mode, 1 device connected via ethernet (my pc).
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 331000000 | Locked |
Ranged Upstream Channel (Hz) | 46200017 | Locked |
Provisioning State | Online |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 5.5 | 38 | 256 qam | 25 |
2 | 235000000 | 6.6 | 37 | 256 qam | 13 |
3 | 243000000 | 6 | 37 | 256 qam | 14 |
4 | 251000000 | 5.8 | 37 | 256 qam | 15 |
5 | 259000000 | 6 | 37 | 256 qam | 16 |
6 | 267000000 | 5.5 | 37 | 256 qam | 17 |
7 | 275000000 | 6 | 37 | 256 qam | 18 |
8 | 283000000 | 6 | 37 | 256 qam | 19 |
9 | 291000000 | 5.8 | 37 | 256 qam | 20 |
10 | 299000000 | 6.3 | 38 | 256 qam | 21 |
11 | 307000000 | 5.5 | 37 | 256 qam | 22 |
12 | 315000000 | 5.9 | 37 | 256 qam | 23 |
13 | 323000000 | 6 | 37 | 256 qam | 24 |
14 | 339000000 | 6.1 | 38 | 256 qam | 26 |
15 | 347000000 | 5.3 | 37 | 256 qam | 27 |
16 | 355000000 | 5.5 | 37 | 256 qam | 28 |
17 | 363000000 | 5.5 | 37 | 256 qam | 29 |
18 | 371000000 | 5 | 38 | 256 qam | 30 |
19 | 379000000 | 5.8 | 38 | 256 qam | 31 |
20 | 387000000 | 5.9 | 38 | 256 qam | 32 |
21 | 395000000 | 5.5 | 37 | 256 qam | 33 |
22 | 403000000 | 5.6 | 38 | 256 qam | 34 |
23 | 411000000 | 4.6 | 37 | 256 qam | 35 |
24 | 419000000 | 5 | 37 | 256 qam | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 1395 | 10820 |
2 | Locked | 37.6 | 1436 | 9125 |
3 | Locked | 37.3 | 1470 | 8847 |
4 | Locked | 37.6 | 1392 | 9148 |
5 | Locked | 37.6 | 1404 | 9413 |
6 | Locked | 37.6 | 1428 | 9074 |
7 | Locked | 37.6 | 1419 | 9597 |
8 | Locked | 37.6 | 1463 | 9092 |
9 | Locked | 37.6 | 1433 | 10121 |
10 | Locked | 38.2 | 1438 | 9593 |
11 | Locked | 37.6 | 1432 | 9723 |
12 | Locked | 37.6 | 1454 | 9762 |
13 | Locked | 37.3 | 1445 | 9436 |
14 | Locked | 38.6 | 1421 | 10741 |
15 | Locked | 37.6 | 1407 | 10937 |
16 | Locked | 37.6 | 1414 | 11249 |
17 | Locked | 37.6 | 1432 | 10733 |
18 | Locked | 38.6 | 1412 | 11371 |
19 | Locked | 38.6 | 1431 | 11572 |
20 | Locked | 38.6 | 1442 | 10787 |
21 | Locked | 37.6 | 1402 | 12038 |
22 | Locked | 38.6 | 1435 | 12346 |
23 | Locked | 37.6 | 1441 | 11873 |
24 | Locked | 37.9 | 1369 | 12542 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200017 | 48.8 | 5120 | 64 qam | 11 |
2 | 39400024 | 48.8 | 5120 | 64 qam | 12 |
3 | 53699979 | 48.8 | 5120 | 64 qam | 10 |
4 | 60299964 | 48.8 | 5120 | 64 qam | 9 |
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 |
13/10/2021 15:41:44 | Warning! | RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0; |
13/10/2021 15:41:11 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0; |
on 13-10-2021 16:26
on 13-10-2021 16:27
on 15-10-2021 16:39
Hello @mbk10,
Welcome to the community, thanks for posting.
I am sorry for any issues with your internet.
Are you still needing help with this? I can see from your account that you have called us recently.
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 15-10-2021 17:10
Hi,
The Broadband drops intermittently throughout the day affecting internet access and streaming anything on the TV which has a problem buffering and then errors. Analysis of our connection has highlighted packet loss, the TV simply says slow speeds
We are on 1Gb Hub 4, but this problem also occurred before we upgraded (with the hub 3).
We are connected directly via cable, so there is no wifi issues affecting this
Can we get an engineer out to check the connection at the hub and local area?
on 17-10-2021 17:35
Hi @culec
Thanks for posting and welcome to the community. Please in future though do make your own thread as it's easier to keep track 🙂
You do have some upstream channel issues looking at the stats from a system check so it'll need a tech visit to sort out.
I'll send a PM now to get some details.
Best,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 18-10-2021 11:38
Hi @culec
Thanks for joining me on PM. Just to update the thread, the engineer visit has been booked in.
This can be tracked/altered in your online account
Let us know how the visit goes
Kind regards,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 26-10-2021 11:00
Hi,
Just to let you know the engineer visit went very well.
It turns out, we had ex-ntl equipment as part of our set-up, that is not compatible with the current Virgin Media hub and box. The engineer identified this straight away and replaced the part. WE have given it a few days, but had no further problems.
I never received the email for feedback - Don't know if you can pas it on, but I would Like to give Matthew (24662) a 10 for service
Kind Regards
Chris