on 03-01-2022 19:54
So i been having internet issues for about a year now and i had a number of engineers come out and tell me different things e.g. a faulty wire, the box outside flooded, my device not being compatible which has to lead me to purchase things like ethernet cards etc..
i have VM 600 hub 3. which is in modem mode. i was told the hub wasn't strong enough so i purchased a ASUS RT-AX86U 5700 Dual-Band + WiFi 6 Gaming Router.
my router is in the next room but i was advised to use a cabled connection so i purchased a cat8 cable that runs directly from my PC to the router.
i originally had around 20 devices on my router to be told this was to much even on the ASUS router which on the asus router says it can handle up to 35+ so i managed to cut the number of devices on the router by half taking my smart home offline.
regardless i have frequent connection losses that last anywhere from a few seconds to a couple of minutes, which is enough to kick me out the game. i enjoy playing overwatch which isn't a highly demanding game but it got to a point where i can't even stay in a lobby. This also affects discord i will often lose connection while in voice chat.
I been keeping a record of my internet speeds using speed tester and my internet speed (wired connection) are constantly all over the place one minute it at 60 next 500, it bounces around never having a consistent number or at least ballpark.
i tried talking to VM over text chat and every time is painfully slow, calling is much faster and easier but all i ever get is "there nothing wrong with the connection if the issue continues they will send an engineer out".
i read through the community chats and i see people with the same or similar issue but i never see a resolution. could some please advice.
Answered! Go to Answer
on 16-01-2022 11:12
Hi thanks for getting back to me, virgin media did something on "their side" and I believe it has improved my signal drastically (there was nothing wrong with my equipment) I also had an engineer come out and I explain what I put in this forum and he had no idea what I was on about with the BQM so I showed him, even though my signal the day before he arrived seemed fine throughout the day with only having 2 to 3 cut-outs (which was drastically better than normal) I asked him if he could put a power splitter/ 2 way Amp in to help the signal and power levels this I believe has also helped and as of yesterday I only had one cut out the whole day. I will leave the BQM going and keep eye on my signal from now on.
It's not perfect and has taken over a year but it is now manageable and it won't kick me out every single game I put on, maybe when they finally send out hub 5 it will further improve things (never got the hub 4).
p.s. i should really send a bill to VM because of all the stuff their engineers have told me to get in the past year .e.g. routers, dedicated ethernet cards, and cables can say i spend around £400 trying to fix an issue that wasn't even a problem on my side.
on 03-01-2022 20:41
i assume the hub is in modem mode - if not then the asus should be in access point mode - describe your setup a bit more
how are you connected t the asus - wired ir wifi and how are you testing speeds - wired or wifi - have you split the wifi bands on the asus
log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
the asus should handle all your devices - reasons/excuses like the things you were told is typical of CS - i am surprised they did not try to upsell your package - thats their usual cure
on 03-01-2022 20:48
Yes the hub 3 is in modem mode.
I'm connected via a wired connection, speed tests it is through my PC that has the wired connection.
my wifi setting are split 2.4 and 5G before i had the wire my PC was the only device on the 5g network.
on 04-01-2022 12:01
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on 04-01-2022 19:34
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | -2 | 36 | 256 qam | 1 |
2 | 147000000 | -4.7 | 35 | 256 qam | 2 |
3 | 155000000 | -7.7 | 34 | 256 qam | 3 |
4 | 163000000 | -6.5 | 35 | 256 qam | 4 |
5 | 171000000 | -5.7 | 35 | 256 qam | 5 |
6 | 179000000 | -5.5 | 35 | 256 qam | 6 |
7 | 187000000 | -5.7 | 35 | 256 qam | 7 |
8 | 195000000 | -5 | 36 | 256 qam | 8 |
9 | 203000000 | -4 | 36 | 256 qam | 9 |
10 | 211000000 | -3.9 | 36 | 256 qam | 10 |
11 | 219000000 | -3.7 | 36 | 256 qam | 11 |
12 | 227000000 | -3 | 36 | 256 qam | 12 |
13 | 235000000 | -2 | 37 | 256 qam | 13 |
14 | 243000000 | -1.4 | 37 | 256 qam | 14 |
15 | 251000000 | -1.4 | 37 | 256 qam | 15 |
16 | 259000000 | -1.7 | 37 | 256 qam | 16 |
17 | 267000000 | -1.2 | 37 | 256 qam | 17 |
18 | 275000000 | 0 | 37 | 256 qam | 18 |
19 | 283000000 | 0.7 | 37 | 256 qam | 19 |
20 | 291000000 | 1 | 37 | 256 qam | 20 |
21 | 299000000 | 1.5 | 37 | 256 qam | 21 |
22 | 307000000 | 1.7 | 38 | 256 qam | 22 |
23 | 315000000 | 2 | 38 | 256 qam | 23 |
24 | 323000000 | 2.2 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.6 | 21699 | 79555 |
2 | Locked | 35.5 | 27073 | 104436 |
3 | Locked | 34.4 | 31355 | 123155 |
4 | Locked | 35.5 | 27169 | 114869 |
5 | Locked | 35.5 | 28324 | 103120 |
6 | Locked | 35.7 | 30352 | 99191 |
7 | Locked | 35.5 | 28596 | 93770 |
8 | Locked | 36.3 | 22181 | 91874 |
9 | Locked | 36.3 | 19692 | 86966 |
10 | Locked | 36.3 | 16440 | 77555 |
11 | Locked | 36.3 | 15358 | 80760 |
12 | Locked | 36.6 | 14796 | 79394 |
13 | Locked | 37.3 | 13672 | 84367 |
14 | Locked | 37.6 | 12922 | 83028 |
15 | Locked | 37.3 | 13209 | 75403 |
16 | Locked | 37.3 | 14697 | 67448 |
17 | Locked | 37.6 | 14725 | 59515 |
18 | Locked | 37.3 | 13228 | 58713 |
19 | Locked | 37.6 | 12806 | 60412 |
20 | Locked | 37.6 | 12023 | 58667 |
21 | Locked | 37.6 | 10816 | 52910 |
22 | Locked | 38.6 | 10699 | 46929 |
23 | Locked | 38.6 | 10900 | 42682 |
24 | Locked | 38.6 | 11330 | 35251 |
on 04-01-2022 19:35
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700107 | 44 | 5120 | 64 qam | 2 |
2 | 60300019 | 45.8 | 5120 | 64 qam | 1 |
3 | 46200000 | 43 | 5120 | 64 qam | 3 |
4 | 39400000 | 41.3 | 5120 | 64 qam | 4 |
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 | 1 | 0 |
on 04-01-2022 19:35
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt078-b.cm |
SFID | 15558 |
Max Traffic Rate | 690000278 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 15557 |
Max Traffic Rate | 44000278 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 04-01-2022 19:36
Time Priority Description
04/01/2022 18:49:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 18:49:38 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 18:39:43 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 18:39:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 17:26:43 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 17:26:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 17:18:52 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 17:18:52 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 17:06:9 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 17:06:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 17:05:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 17:05:58 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 17:05:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 17:05:21 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 16:46:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 16:46:58 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 16:08:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 16:08:51 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 15:35:0 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 15:35:0 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 05-01-2022 16:38
levels are ok but there are lots of pre and post rs errors showing - they could be historical so power cycle the hub and that will zero them - leave the hub a few hours and post the page again - if the errors return then that could be the problem - you would need VM to comment
on 05-01-2022 17:05