Virgin Media Community

[KennellyA]

Good evening, 

Recently I have been experiencing agonizing internet issues (even more so when it happens mid kill streak on Call Of Duty). I have been experiencing intermittent disconnection on all devices wired and unwired, rendering most tasks involving the internet painful at best.

I have checked all my coax wires to my Hub 3.0 and they are all tight, I have tried the pin dot reboot on my hub but to no avail. I have scouted other threads and learned I needed to check my hub for the network log, just not too internet savvy to understand what a lot of it is, so posting it here in hopes of someone shredding light on what could be causing my issues. (from observation from other threads it is the wiring from the cabinet to my house). 

I will post my downstream and upstream pages and extra info in the following few posts as I can not fit it all on here

Network LogTime Priority Description

26/01/2021 03:19:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 03:19:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 03:15:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 03:15:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 03:15:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 03:15:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 02:59:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 02:59:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 02:21:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 02:21:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 01:43:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 01:43:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 00:24:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 00:24:4	critical	SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 23:18:30	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 23:18:30	critical	SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 22:34:27	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 22:34:27	critical	SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 22:34:26	Warning!	RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 22:34:26	critical	SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

If anyone could offer some more information on these errors I would be eternally grateful.

Many thanks,

Alex

[KennellyA]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	298750000	5.8	38	256 qam	21
2	186750000	5.6	38	256 qam	7
3	194750000	5.8	40	256 qam	8
4	202750000	5.9	40	256 qam	9
5	210750000	5.9	40	256 qam	10
6	218750000	5.9	40	256 qam	11
7	226750000	5.8	40	256 qam	12
8	234750000	5.6	38	256 qam	13
9	242750000	5.5	40	256 qam	14
10	250750000	5.4	40	256 qam	15
11	258750000	5.6	40	256 qam	16
12	266750000	5.6	40	256 qam	17
13	274750000	5.8	40	256 qam	18
14	282750000	5.6	40	256 qam	19
15	290750000	5.6	38	256 qam	20
16	306750000	5.8	40	256 qam	22
17	314750000	5.5	40	256 qam	23
18	322750000	6	38	256 qam	24
19	402750000	4.8	38	256 qam	25
20	410750000	4.5	38	256 qam	26
21	418750000	4.5	38	256 qam	27
22	426750000	4.1	38	256 qam	28
23	434750000	4.4	38	256 qam	29
24	442750000	4	38	256 qam	30

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	7049	23088
2	Locked	38.9	12699	30497
3	Locked	40.3	12228	32607
4	Locked	40.3	11871	35940
5	Locked	40.9	10391	38382
6	Locked	40.3	8011	33606
7	Locked	40.3	8604	35274
8	Locked	38.9	8621	35236
9	Locked	40.9	8413	34998
10	Locked	40.9	8779	30996
11	Locked	40.3	8054	34189
12	Locked	40.3	8024	37097
13	Locked	40.9	7106	33565
14	Locked	40.3	8027	30140
15	Locked	38.9	6724	31679
16	Locked	40.3	6969	31530
17	Locked	40.3	6694	34861
18	Locked	38.9	5616	32908
19	Locked	38.6	5229	31331
20	Locked	38.6	5400	32335
21	Locked	38.9	5395	41732
22	Locked	38.6	6070	32918
23	Locked	38.9	5438	31271
24	Locked	38.6	4977	29754

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	39400000	43	5120	64 qam	2
2	46200000	43.8	5120	64 qam	1
3	25800010	42.3	5120	64 qam	4
4	32600000	42.8	5120	64 qam	3

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

[KennellyA]

Also I have set up a broadband quality monitor, and this is what it looks like in the past 24 hours (you can clearly see when I went to bed and have been at work all day haha)

If I can provide any more information please let me know.

[Andrew-G]

When was the hub last rebooted?  Asking because that sets error counts to zero.  And have you tried a pinhole reset?

The BQM shows some weird spikes, but for the most part is OK, but the network log confirms that you're having repeated dropouts.

[KennellyA]

The hub was switched off for 10 minutes either yesterday or the day before I can't quite remember which day I did this on apologies, and I have been having these issues for a few weeks and just put it down to increased traffic due to lockdowns etc, I tried the pinhole reset when I first experience problems not long before Christmas, I hope this helps

[KennellyA]

the dropouts have been extra bad today 😞 any suggestions on how to resolve this problem?

[Andrew-G]

I've flagged that for the forum staff to advise, as I'm out of ideas.  One thing we've seen before has been isolated wifi devices causing similar spikes, but I can't say whether that would apply for you.

[KennellyA]

Thank you for taking the time to read it all anyway and I appreciate your help, hopefully i can get to the bottom of what is causing this

[Zak_M]

Good morning @KennellyA 

Welcome to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with drop outs. 

So that I can take a further look into this I am going to need to drop you a PM. 

Kind regards,

Zak_M

[KennellyA]

It has now been nearly 2 months since I first got a response on here, Internet is still the same, had 4 scheduled engineer visits. The first person was useless, 2nd one has been the best help so far organised a cable repull to happen at later time. Since then I have had two appointments for said repull, one was scheduled for 25/02/21 and nobody turned up to this, no text to say it had been rescheduled. No apology for having to waste time being at home from work for something they had no intention of doing. After chasing up the no show appointment I was told it had been done, even though I'm 100% sure it hadn't, and then I got a text to tell me it had been rescheduled 8 days after it had supposed to have been happening.

The second scheduled visit was due to happen on the 19/03/21 and alas another day of no wages lost for someone not to show up a second time.no message or apology again.

Why is it taking so long for a repull? Why is it you can efficiently install these cables in new customers homes but can't repull the same cable for an existing customer in the same manner.

I have been paying for substandard Internet for months now at the price functional Internet would cost. and it doesn't look like it will be resolved by this company any time soon. 

I feel I will be left with no other choice but to leave in the near future.