27-07-2021 12:04 - edited 27-07-2021 12:19
As of yesterday, my Virgin connection (in the OX2 area) is completely unreliable. Ping times to the local VM core router (oxfd-core-2a-xe-033-0.network.virginmedia.net) jump up to >100000 msec (that's >100 seconds!) multiple times an hour. Every video call gets interrupted. That's on a wired connection (this is not a WiFi issue).
I'm on a Hub 3.0; when I check the router status through its web interface it shows "Timing Synchronization failure - Loss of Sync" critical errors whenever the connection breaks (see screenshots). I've tried powercycling it, but to no avail.
This has been happening on and off for months now: the connection is a affected for a few days, then it's back to normal for a week or two. Then a few weeks later it's bad again for a few days, etc etc. On Twitter, a customer service representative suggested I ask here. Other similar posts suggest that an engineer would need to visit. Weirdly, a colleague who lives one street over from me and is also on VM doesn't have any problems.
Ping stats:
"Downstream" tab on "Router status" shows a lot of "Pre RS Errors" and "Post RS Errors" on all channels:
"Network log" tab shows repeated "Warning!" and "critical" errors, citing "RCS Partial Service" and "Timing Synchronization failure" and "Loss of sync" (I've removed the MAC addresses in case that's a problem):
In case it's relevant, this is the router configuration tab:
Let me know if you need any more debugging information.
on 27-07-2021 13:40
27-07-2021 14:10 - edited 27-07-2021 14:19
Thanks @jbrennand! I've switched the modem off, checked all the connections, turned it back on. All Pre RS and Post RS errors indeed reset to 0, but Pre RS errors are already coming in. I'll keep an eye on it in the coming hours and if there are more Post RS errors I'll add another post to this thread with the data.
In the meantime, here's a live graph by thinkbroadband.com:
Downstream (as of 2.05pm BST, after reset)
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 498250000 -4 40 256 qam 12
2 490250000 -4.5 38 256 qam 11
3 506250000 -4 40 256 qam 13
4 514250000 -4.2 40 256 qam 14
5 522250000 -3.9 40 256 qam 15
6 530250000 -4.7 38 256 qam 16
7 538250000 -4.4 38 256 qam 17
8 546250000 -4.4 38 256 qam 18
9 554250000 -5.2 38 256 qam 19
10 562250000 -4.4 38 256 qam 20
11 570250000 -4.5 38 256 qam 21
12 578250000 -5 40 256 qam 22
13 586250000 -4.7 40 256 qam 23
14 594250000 -6 38 256 qam 24
15 658250000 -6.7 38 256 qam 25
16 666250000 -6.4 38 256 qam 26
17 674250000 -5.5 38 256 qam 27
18 682250000 -6.2 38 256 qam 28
19 690250000 -6 38 256 qam 29
20 698250000 -7.2 38 256 qam 30
21 706250000 -7.5 38 256 qam 31
22 714250000 -6.7 38 256 qam 32
23 722250000 -7 38 256 qam 33
24 730250000 -7.2 38 256 qam 34
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 1426 0
2 Locked 40.3 3162 0
3 Locked 38.9 1838 0
4 Locked 40.3 1384 0
5 Locked 40.3 1289 0
6 Locked 40.3 1274 0
7 Locked 38.6 1286 0
8 Locked 38.9 1165 0
9 Locked 38.9 992 0
10 Locked 38.9 839 0
11 Locked 38.9 821 0
12 Locked 38.9 714 0
13 Locked 40.3 673 0
14 Locked 40.9 623 0
15 Locked 38.9 620 0
16 Locked 38.6 380 0
17 Locked 38.6 373 0
18 Locked 38.6 353 0
19 Locked 38.6 324 0
20 Locked 38.9 318 0
21 Locked 38.6 320 0
22 Locked 38.9 305 0
23 Locked 38.9 299 0
24 Locked 38.6 285 0
Upstream (as of 2.05pm BST, after reset)
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 36.3 5120 64 qam 6
2 46200000 36.5 5120 64 qam 5
3 32600000 36 5120 64 qam 7
4 25800000 35.5 5120 64 qam 8
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
Network logs
(no additional data since rebooting)
on 27-07-2021 14:16
on 27-07-2021 14:21
on 27-07-2021 15:02
As expected, it's continuing to happen. Here's the data from the downstream and upstream tabs (network logs to follow — exceeds 20k characters):
Downstream
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 498250000 | -4 | 40 | 256 qam | 12 |
2 | 490250000 | -4.5 | 38 | 256 qam | 11 |
3 | 506250000 | -4.2 | 40 | 256 qam | 13 |
4 | 514250000 | -4.2 | 40 | 256 qam | 14 |
5 | 522250000 | -4 | 40 | 256 qam | 15 |
6 | 530250000 | -4.7 | 38 | 256 qam | 16 |
7 | 538250000 | -4.2 | 38 | 256 qam | 17 |
8 | 546250000 | -4.2 | 38 | 256 qam | 18 |
9 | 554250000 | -5.2 | 38 | 256 qam | 19 |
10 | 562250000 | -4.2 | 39 | 256 qam | 20 |
11 | 570250000 | -4.4 | 38 | 256 qam | 21 |
12 | 578250000 | -5 | 40 | 256 qam | 22 |
13 | 586250000 | -4.7 | 40 | 256 qam | 23 |
14 | 594250000 | -6 | 38 | 256 qam | 24 |
15 | 658250000 | -6.7 | 38 | 256 qam | 25 |
16 | 666250000 | -6.4 | 38 | 256 qam | 26 |
17 | 674250000 | -5.5 | 38 | 256 qam | 27 |
18 | 682250000 | -6 | 38 | 256 qam | 28 |
19 | 690250000 | -6 | 38 | 256 qam | 29 |
20 | 698250000 | -7.2 | 38 | 256 qam | 30 |
21 | 706250000 | -7.5 | 38 | 256 qam | 31 |
22 | 714250000 | -6.7 | 38 | 256 qam | 32 |
23 | 722250000 | -7.2 | 38 | 256 qam | 33 |
24 | 730250000 | -7.2 | 38 | 256 qam | 34 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 142947 | 5380 |
2 | Locked | 38.9 | 164359 | 11458 |
3 | Locked | 40.3 | 126563 | 6984 |
4 | Locked | 40.3 | 118019 | 9239 |
5 | Locked | 40.3 | 119118 | 7268 |
6 | Locked | 38.9 | 118454 | 8789 |
7 | Locked | 38.9 | 102453 | 8617 |
8 | Locked | 38.9 | 91174 | 7710 |
9 | Locked | 38.9 | 81213 | 8149 |
10 | Locked | 39.3 | 73885 | 7639 |
11 | Locked | 38.6 | 68378 | 9821 |
12 | Locked | 40.3 | 62710 | 7100 |
13 | Locked | 40.3 | 59969 | 9677 |
14 | Locked | 38.9 | 56626 | 7225 |
15 | Locked | 38.9 | 36946 | 7511 |
16 | Locked | 38.6 | 34380 | 8115 |
17 | Locked | 38.9 | 31948 | 8227 |
18 | Locked | 38.6 | 30932 | 11938 |
19 | Locked | 38.9 | 30187 | 9156 |
20 | Locked | 38.6 | 30467 | 8360 |
21 | Locked | 38.6 | 30091 | 9962 |
22 | Locked | 38.6 | 28398 | 9357 |
23 | Locked | 38.9 | 26820 | 9326 |
24 | Locked | 38.9 | 26207 | 9256 |
Upstream
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 36.3 | 5120 | 64 qam | 6 |
2 | 46200000 | 36.5 | 5120 | 64 qam | 5 |
3 | 32600074 | 36 | 5120 | 64 qam | 7 |
4 | 25800000 | 35.5 | 5120 | 64 qam | 8 |
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 |
on 27-07-2021 15:02
Network log (new entries since reboot, I think timestamps are UTC rather than BST)
Network Log
Time Priority Description
27/07/2021 13:54:47 | Warning! | RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 13:54:47 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 13:31:50 | Warning! | RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 13:31:50 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 13:30:44 | Warning! | RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 13:30:44 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 13:30:24 | Warning! | RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 13:30:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 13:21:16 | Warning! | RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 13:21:16 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; |
on 27-07-2021 15:06
on 27-07-2021 15:43
Hello @OX2.
Welcome to the community page, thank you for posting on here.
I am sorry for the issue you are having so far.
I was unable to locate your account using your forums details, please can you tell me if you have called to report this previously and if so what advice was given?
Look forward to your response.
New around here? To find out more about the Community check out our Getting Started guide
27-07-2021 15:46 - edited 27-07-2021 15:50
I reported this multiple times on Twitter, and spoke to customer support I think last year when it first started to happen. The advice I got was to reset the modem, which never actually helped. But because the problems are intermittent (they typically go away after a couple of days, only to come back after a few weeks) I've never actually had the opportunity to dig deeper. This time it seems even worse than before.
My Virgin Media account number is XXXX. Based on @jbrennand assessment, it sounds like we need an engineer on-site to resolve this problem.