Virgin Media Community

[badrobot91]

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.  

[-tony-]

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

[badrobot91]

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. 

[Adduxi]

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[badrobot91]

Downstream bonded channels

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

Downstream bonded channels

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

[badrobot91]

Upstream bonded channels

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

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	1	0

[badrobot91]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt078-b.cm

Primary Downstream Service Flow

SFID	15558
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	15557
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[badrobot91]

Network Log

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;

[-tony-]

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 

[badrobot91]

Okay thank you i try that tonight, i can leave it unplugged overnight.