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 12-01-2022 13:39
Thank you for updating us @badrobot91
I have checked everything on our side and no issues are showing, there are no outages and the Hub does appear to be in spec.
Are you able to set up a BQM for us, leave this running for 48 hours and then share the link? This will give us a better idea of what is happening with the Hub.
Can you also repost your logs for us?
Thank you.
on 12-01-2022 14:05
https://www.thinkbroadband.com/broadband/monitoring/quality/share/699dafa79efb38b537510d07a52f84e6f2ccbf1b
i got one set up yesterday and i just check it and i definitely having some kind of issue
on 12-01-2022 14:07
Time Priority Description
12/01/2022 14:02:35 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 14:02:35 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 14:02:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 14:02:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:59:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:59:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:44:11 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:44:11 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:43:28 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:43:27 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:43:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:43:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:43:6 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:43:6 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:37:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:37:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:28:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:28:1 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:21:49 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/01/2022 13:21:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 12-01-2022 14:08
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 5.5 | 37 | 256 qam | 9 |
2 | 211000000 | 5.4 | 37 | 256 qam | 10 |
3 | 219000000 | 5.4 | 38 | 256 qam | 11 |
4 | 227000000 | 5.3 | 37 | 256 qam | 12 |
5 | 235000000 | 5.3 | 38 | 256 qam | 13 |
6 | 243000000 | 4.9 | 38 | 256 qam | 14 |
7 | 251000000 | 4.5 | 37 | 256 qam | 15 |
8 | 259000000 | 3.7 | 38 | 256 qam | 16 |
9 | 267000000 | 3.9 | 37 | 256 qam | 17 |
10 | 275000000 | 4.8 | 37 | 256 qam | 18 |
11 | 283000000 | 5.1 | 38 | 256 qam | 19 |
12 | 291000000 | 5.1 | 37 | 256 qam | 20 |
13 | 299000000 | 5.5 | 38 | 256 qam | 21 |
14 | 307000000 | 5.1 | 38 | 256 qam | 22 |
15 | 315000000 | 5.5 | 38 | 256 qam | 23 |
16 | 323000000 | 5.4 | 38 | 256 qam | 24 |
17 | 331000000 | 5.1 | 38 | 256 qam | 25 |
18 | 339000000 | 5 | 38 | 256 qam | 26 |
19 | 347000000 | 5 | 38 | 256 qam | 27 |
20 | 355000000 | 5.1 | 38 | 256 qam | 28 |
21 | 363000000 | 5.1 | 38 | 256 qam | 29 |
22 | 371000000 | 5 | 38 | 256 qam | 30 |
23 | 379000000 | 5 | 38 | 256 qam | 31 |
24 | 387000000 | 4.5 | 38 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 19591 | 69107 |
2 | Locked | 37.6 | 14249 | 60936 |
3 | Locked | 38.6 | 13676 | 73711 |
4 | Locked | 37.6 | 11885 | 82682 |
5 | Locked | 38.6 | 10975 | 92634 |
6 | Locked | 38.6 | 10421 | 84208 |
7 | Locked | 37.6 | 10502 | 75832 |
8 | Locked | 38.6 | 11501 | 65293 |
9 | Locked | 37.6 | 11762 | 60200 |
10 | Locked | 37.6 | 10925 | 60220 |
11 | Locked | 38.6 | 10599 | 58030 |
12 | Locked | 37.3 | 10613 | 49418 |
13 | Locked | 38.9 | 9494 | 38323 |
14 | Locked | 38.6 | 9411 | 32068 |
15 | Locked | 38.6 | 9773 | 28970 |
16 | Locked | 38.6 | 10711 | 22616 |
17 | Locked | 38.6 | 11216 | 20113 |
18 | Locked | 38.6 | 12015 | 17782 |
19 | Locked | 38.9 | 12794 | 17222 |
20 | Locked | 38.6 | 13503 | 18431 |
21 | Locked | 38.9 | 14472 | 20530 |
22 | Locked | 38.6 | 15740 | 21290 |
23 | Locked | 38.6 | 17262 | 21372 |
24 | Locked | 38.6 | 18554 | 20197 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 40.5 | 5120 | 64 qam | 2 |
2 | 60300164 | 41 | 5120 | 64 qam | 1 |
3 | 46199990 | 39.8 | 5120 | 64 qam | 3 |
4 | 39400064 | 39 | 5120 | 64 qam | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
on 12-01-2022 15:23
on 12-01-2022 15:41
Terrible BQM and far, far too many PostRS errors. There is a fault somewhere on your circuit .
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on 13-01-2022 15:36
Thank you so much for posting these and I am so sorry to see that this issue has continued.
I'm going to send you a PM now so we can arrange for an engineer to come and take a closer look.
Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.
Thank you.
on 13-01-2022 16:33
Hi there @badrobot91
Thanks so much for your private message and confirming your address, I have now booked you a visit for your issues with your Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Thank you.
on 16-01-2022 10:26
Hi @badrobot91 thanks for getting back to us.
I am sorry your intermittent service issue is ongoing. We have located your account, but I am going to send you a private message to confirm some details.
Regards
Lee_R
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.