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VNBlood
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Connection slow and dropping

Internet connection keeps dropping and being super slow, been like this for the past week. I've tried factory resetting, restarting my router. I've yet to contact virgin directly.

Using a Super Hub 3 currently paying for the 500 package.

Ran a speed test 

 PING ms 21
 DOWNLOAD Mbps 24.90
 UPLOAD Mbps 11.71
Here's a link to my monitor.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/9d07afa268a3f3ce18802e13940cf5924375c69b-25-04-2021

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online

  Upstream bonded channels

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

13260000043.5512064 qam5
23940001942.5512064 qam4
34620000042.5512064 qam3
45370000043.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0020

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm



Primary Downstream Service Flow

SFID391244
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID391243
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

Network Log

Time Priority Description

24/04/2021 23:40:33Warning!RCS Partial Service;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:40:33Warning!Lost MDD Timeout;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:40:18Warning!RCS Partial Service;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:40:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:39:2Warning!RCS Partial Service;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:38:39Warning!Lost MDD Timeout;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:38:33Warning!RCS Partial Service;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:38:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:36:1Warning!RCS Partial Service;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:36:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:36:1Warning!RCS Partial Service;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:36:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:35:59Warning!RCS Partial Service;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:35:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:35:49Warning!RCS Partial Service;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:35:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:32:31Warning!RCS Partial Service;CM-MAC=xx.xx.xx.xx.xx:db;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:32:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx.xx.xx:db;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:30:55Warning!RCS Partial Service;CM-MAC=xx.xx.xx.xx.xx:db;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 23:30:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx.xx.xx:db;CMTS-MAC=xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
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VNBlood
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Re: Connection slow and dropping

Here's the downstream

 

Downstream bonded channels

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

1331000000-0.438256 qam25
22030000001.538256 qam9
3211000000138256 qam10
42190000000.738256 qam11
52270000000.438256 qam12
6235000000038256 qam13
72430000000.238256 qam14
82510000000.238256 qam15
92590000000.438256 qam16
10267000000040256 qam17
11275000000038256 qam18
12283000000038256 qam19
13291000000-0.438256 qam20
14299000000038256 qam21
15307000000038256 qam22
16315000000038256 qam23
17323000000-0.538256 qam24
18371000000-238256 qam26
19379000000-1.738256 qam27
20387000000-1.738256 qam28
21395000000-1.738256 qam29
22403000000-1.938256 qam30
23411000000-1.738256 qam31
24419000000-238256 qam32



Downstream bonded channels

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

1Locked32.616447251019803
2Locked32.810870831223340
3Locked32.17463161942095
4Locked29.81426383649450
5Locked30.7415169268770
6Locked33.26251261667949
7Locked35.5151472685075
8Locked36.653794051747
9Locked36.3156675847194
10Locked35.7103577357502
11Locked36.627140247370
12Locked3584190349603
13Locked34.2159175359577
14Locked31.72080835981880
15Locked32.84413662247992
16Locked32.63775593580557
17Locked33.92327836108854
18Locked35114604886705
19Locked35.2118123449969
20Locked34170445554163
21Locked32.2523255197098
22Locked34.3107349546345
23Locked33.4206778560746
24Locked33.3213720877550
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jbrennand
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Re: Connection slow and dropping

You have a problem on the down channels. Looks like noise getting in somewhere. Your SNR's are low on several channels and there are far too many RS errors. BQM looked poor yesterday.

Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

Call it in as a fault (free on 150 VM line - or 0345 454 1111 others - national rate) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.- the UK call centre is still picking up and calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Gareth_L
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Re: Connection slow and dropping

Hello VNBlood

Thanks for your post and sorry to hear the service is playing up 

It does look like we need to get an engineer out 

Have you been able to get this sorted yet?

If not, I have sent you a private message to gain account access

Please ignore it if you dont require any assistance

Gareth_L

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Gareth_L
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Re: Connection slow and dropping

Hi VNBlood

Can you please let us know how the visit goes 

Gareth_L

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