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badrobot91
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Message 1 of 38
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ethernet drop outs consistent & frequently

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.  

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-tony-
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Alessandro Volta
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Message 2 of 38
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Re: ethernet drop outs consistent & frequently

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

____________________

Tony.
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badrobot91
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Message 3 of 38
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Re: ethernet drop outs consistent & frequently

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. 

badrobot91_0-1641242846643.pngbadrobot91_1-1641242862595.png

 

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Adduxi
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Message 4 of 38
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Re: ethernet drop outs consistent & frequently

Please copy and paste all the text from all four tabs.  You will have to make several posts to get it all posted.  Ignore any warnings from the Board software and just press the Post button again.  The Board software will strip out all personal information as necessary.

Screenshots do not show the full information and are hard to read at times.

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

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badrobot91
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Message 5 of 38
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Re: ethernet drop outs consistent & frequently

Downstream bonded channels

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

1139000000-236256 qam1
2147000000-4.735256 qam2
3155000000-7.734256 qam3
4163000000-6.535256 qam4
5171000000-5.735256 qam5
6179000000-5.535256 qam6
7187000000-5.735256 qam7
8195000000-536256 qam8
9203000000-436256 qam9
10211000000-3.936256 qam10
11219000000-3.736256 qam11
12227000000-336256 qam12
13235000000-237256 qam13
14243000000-1.437256 qam14
15251000000-1.437256 qam15
16259000000-1.737256 qam16
17267000000-1.237256 qam17
18275000000037256 qam18
192830000000.737256 qam19
20291000000137256 qam20
212990000001.537256 qam21
223070000001.738256 qam22
23315000000238256 qam23
243230000002.238256 qam24



Downstream bonded channels

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

1Locked36.62169979555
2Locked35.527073104436
3Locked34.431355123155
4Locked35.527169114869
5Locked35.528324103120
6Locked35.73035299191
7Locked35.52859693770
8Locked36.32218191874
9Locked36.31969286966
10Locked36.31644077555
11Locked36.31535880760
12Locked36.61479679394
13Locked37.31367284367
14Locked37.61292283028
15Locked37.31320975403
16Locked37.31469767448
17Locked37.61472559515
18Locked37.31322858713
19Locked37.61280660412
20Locked37.61202358667
21Locked37.61081652910
22Locked38.61069946929
23Locked38.61090042682
24Locked38.61133035251
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badrobot91
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Message 6 of 38
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Re: ethernet drop outs consistent & frequently

Upstream bonded channels

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

15370010744512064 qam2
26030001945.8512064 qam1
34620000043512064 qam3
43940000041.3512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010
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badrobot91
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Message 7 of 38
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Re: ethernet drop outs consistent & frequently

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

SFID15558
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID15557
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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badrobot91
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Message 8 of 38
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Re: ethernet drop outs consistent & frequently

Network Log

Time Priority Description

04/01/2022 18:49:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 18:49:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 18:39:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 18:39:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:26:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:26:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:18:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:18:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:06:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:06:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:05:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:05:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:05:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:05:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 16:46:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 16:46:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 16:08:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 16:08:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 15:35:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 15:35:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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-tony-
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Alessandro Volta
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Message 9 of 38
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Re: ethernet drop outs consistent & frequently

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 

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Tony.
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badrobot91
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Message 10 of 38
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Re: ethernet drop outs consistent & frequently

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