Menu
Reply
TyneBridges
  • 37
  • 1
  • 15
On our wavelength
813 Views
Message 1 of 99
Flag for a moderator

Unusably slow today in NE9

Everything taking 10 times longer than usual. Speed tests timing out. Hub lights and powerline adaptors all as normal. Have restarted modem twice, no change. (Vivid 350)

Note: nothing in log shows later than 4.30 although the modem was last restarted around 10am.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
323000000
Locked
Ranged Upstream Channel (Hz)
60299998
Locked

Provisioning State

Online

 

Network Log

Time Priority Description

09/07/2020 04:30:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 04:30:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tags (2)
0 Kudos
Reply
DJ_Shadow1966
  • 6.86K
  • 1.31K
  • 1.9K
Very Insightful Person
Very Insightful Person
809 Views
Message 2 of 99
Flag for a moderator

Re: Unusably slow today in NE9

Hello

The logs themselves do not show the full story can you also please post your upstream and downstream data as this will help VM to pin point the problem.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
TyneBridges
  • 37
  • 1
  • 15
On our wavelength
805 Views
Message 3 of 99
Flag for a moderator

Re: Unusably slow today in NE9

Just lost connection again but, if this will post, here is additional modem data:

Downstream bonded channels

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

1323000000440256 qam24
21390000002.738256 qam1
31470000003.240256 qam2
41550000003.240256 qam3
51630000003.240256 qam4
61710000003.740256 qam5
71790000003.740256 qam6
81870000003.540256 qam7
91950000003.540256 qam8
102030000003.240256 qam9
112110000002.940256 qam10
12219000000340256 qam11
132270000002.440256 qam12
14235000000340256 qam13
152430000003.540256 qam14
162510000003.740256 qam15
172590000003.940256 qam16
182670000004.140256 qam17
192750000004.140256 qam18
20283000000440256 qam19
212910000004.540256 qam20
22299000000440256 qam21
233070000004.540256 qam22
243150000004.340256 qam23



Downstream bonded channels

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

1Locked40.960
2Locked38.9270
3Locked40.3420
4Locked40.9550
5Locked40.3460
6Locked40.9480
7Locked40.9310
8Locked40.3220
9Locked40.9270
10Locked40.3220
11Locked40.3140
12Locked40.990
13Locked40.370
14Locked40.9150
15Locked40.3220
16Locked40.9160
17Locked40.3180
18Locked40.9180
19Locked40.3130
20Locked40.340
21Locked40.930
22Locked40.930
23Locked40.390
24Locked40.930

Upstream bonded channels

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

1602999983.9512064 qam1
2394000173.9512064 qam4
3462000173.9512064 qam3
4536999933.9512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
TyneBridges
  • 37
  • 1
  • 15
On our wavelength
796 Views
Message 4 of 99
Flag for a moderator

Re: Unusably slow today in NE9

I marked DJShadow's response as helpful but this is not yet solved.

DJ_Shadow1966
  • 6.86K
  • 1.31K
  • 1.9K
Very Insightful Person
Very Insightful Person
793 Views
Message 5 of 99
Flag for a moderator

Re: Unusably slow today in NE9

Hello

Many thanks for the stats there doesnt seem to be any issues with these, have you done a "Check service status" top right of this page, or call 0800 561 0061 to check for local issues down to postcode level , I do know that there was a reported issue in NE10 where I am, this morning so could be a local issue.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
TyneBridges
  • 37
  • 1
  • 15
On our wavelength
784 Views
Message 6 of 99
Flag for a moderator

Re: Unusably slow today in NE9

Thanks for your response. I called the number and it tells me there is no issue with the service in my area. Either the service has gone to pot or the modem is failing. (Can it be normal to have a series of critical errors in the log and no indication of a restart?)

How do I report this to Virgin - just wait here for someone to pick it up? Posting this has taken minutes rather than seconds so working from home like this is hopeless.

0 Kudos
Reply
DJ_Shadow1966
  • 6.86K
  • 1.31K
  • 1.9K
Very Insightful Person
Very Insightful Person
777 Views
Message 7 of 99
Flag for a moderator

Re: Unusably slow today in NE9

Hello

I will escalate this for you to a VM staff member to look at !

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
gary_dexter
  • 30.52K
  • 1.89K
  • 4.05K
Alessandro Volta
770 Views
Message 8 of 99
Flag for a moderator

Re: Unusably slow today in NE9

Is this over a wired or wireless connection?

*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
TyneBridges
  • 37
  • 1
  • 15
On our wavelength
766 Views
Message 9 of 99
Flag for a moderator

Re: Unusably slow today in NE9

Both wired and wireless. Powerline adaptors look fine, green lights, no noise on line, restarted and still the same. Wireless is just as slow/connection intermittent even right next to access point.

0 Kudos
Reply
gary_dexter
  • 30.52K
  • 1.89K
  • 4.05K
Alessandro Volta
740 Views
Message 10 of 99
Flag for a moderator

Re: Unusably slow today in NE9

Wired direct to the hub?

Or are you wired via the powerlines?


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply