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Tv freezing

Since the outage on Sunday eve and all of Monday (postcode Rg31), my tv is freezing and pixelating regularly and internet appears to be hanging. 

I’ve done all the usual power on and off, and reconnecting everything and cleared the cache but no difference.


im wondering if the team who were out working on the cabinet, which is right outside my house, have adjusted the signal strength or similar.  

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Re: Tv freezing

In addition the virgin hub network log shows These errors when the tv freezes   “Critical”can’t be good ...

9B2A4527-15E1-43DA-8184-48E249163EF6.png

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Re: Tv freezing

Time Priority Description

19/12/2019 22:19:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:19:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:19:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:19:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:19:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:19:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:19:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:19:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:19:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 22:22:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Tv freezing

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1435000000-0.437256 qam4
2411000000-0.237256 qam1
3419000000-0.737256 qam2
4427000000-0.737256 qam3
5443000000-0.538256 qam5
6451000000-0.538256 qam6
7459000000-0.238256 qam7
8467000000-0.438256 qam8
9475000000-0.238256 qam9
104830000000.238256 qam10
11491000000038256 qam11
12499000000-0.538256 qam12
13507000000038256 qam13
14515000000-0.238256 qam14
15523000000-138256 qam15
16531000000-0.438256 qam16
175390000000.538256 qam17
18547000000-0.538256 qam18
19555000000-0.238256 qam19
20563000000138256 qam20
215710000000.738256 qam21
225790000000.438256 qam22
23587000000138256 qam23
245950000000.738256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.6228231581
2Locked37.6376830183
3Locked37.6375530623
4Locked37.6188730974
5Locked38.6106032398
6Locked38.693634685
7Locked38.9167530893
8Locked38.648926882
9Locked38.663927291
10Locked38.961727861
11Locked38.667828077
12Locked38.657028274
13Locked38.950927873
14Locked38.654328131
15Locked38.958128769
16Locked38.966337021
17Locked38.954637027
18Locked38.954429033
19Locked38.635430689
20Locked38.9133132775
21Locked38.9162533118
22Locked38.9164133470
23Locked38.6139033473
24Locked38.6139833666

 

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1536999475512032 qam2
2393999815512016 qam4
3461999375512032 qam3
4603000395512064 qam1



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

 

 

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Re: Tv freezing

Hello

Many thanks for your stats, looking at these there is a huge amount of Post RS Errors on your downstream, these are errors that the hub cannot resolve itself and would be down to the operating system to request again from the source. Now one cause of these is noise on the line, so in that case can you go round and check that all coaxial connections to all VM equipment are finger tight.

Also on the upstream your power levels are close to max and noticing you have a mix of modulation these should all be the same again can be caused by loose connector somewhere.

If tightening the connections doesn't resolve the problem then you are going to need and engineer to resolve the issue.

Regards Mike

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Re: Tv freezing

Thanks for the response. I’ve tightened all of the coaxial connections but to no avail.  I’m still getting the Warning and Critical in the Network log and internet buffering very regularly.  Currently Alexa is pausing every 10 seconds.  

regards

 

Andrew

 

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Re: Tv freezing

Hello

Looks like your going to need an engineer with call in on 150 pretty busy or wait for a VM staff member picks up the post.

Regards Mike

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Re: Tv freezing

Hey AFin,

 

Sorry to hear of the issues that you've been having with your TV and hub.

 

I would like to take a closer look at your account to see what is causing the problems that you've posted above, we will need to pass account security via a private message and then we can look into this further.

 

I will pop over the message in a moment, please respond and we can get this looked into further. 

 

Regards

Steven_L

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