Constant loss of connection and speeds

[leemc_]

Hi,

For the last week, I have been experiencing heavy connection losses and speed drops. I use my superhub as a modem and use an ASUS RT-AC68U router. I experience these issues over ethernet and WiFi, ranging from devices such as my iPad, TV, Phone, Laptop and Desktop. I have completed a factory reset on my own ASUS equipment which is not displaying any error, I have tried using new ethernet cables (despite this being over WiFi as well as ethernet) and lastly have tried relocating the router. I have also done the Virgin service test several times, which displays no errors. 

I have a connection log from a network ping monitor that displays the number of connection losses I have experienced in the last 24 hours. This is currently at 49 disconnects in the last 24 hours and 61 overall since I started monitoring the day before yesterday. A screenshot of this is attached.

I have also attached a speed test graph based on over 35 tests that shows the constant drop of speeds on download and upload (this is over ethernet using a CAT6 cable).

Lastly, I have attached a screenshot of the network log from the Virgin Superhub which displays warnings, notices and critical errors - all of which align with the time of disconnects. I have, of course, rebooted the Superhub but this has done nothing. 

My conversation ID from Twitter is #31189625. I hope I have provided enough evidence to show there is a fault at Virgins end and if a test can be done to identify any issue, if not, please can an engineer be sent out as this is greatly distributing work as I am home-based like many others currently. 

Thank you, I hope you can help.

Lee

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

[leemc_]

Network Log

Time Priority Description

20/07/2021 10:30:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 10:15:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 09:45:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 09:44:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 09:23:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 09:23:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 09:20:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 09:10:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 09:09:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 06:22:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 05:04:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 02:03:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 02:03:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 02:03:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 01:42:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 01:08:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 23:24:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 23:23:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 23:22:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 21:46:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[leemc_]

Downstream bonded channels

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

1	139000000	2.2	38	256 qam	1
2	147000000	2.2	40	256 qam	2
3	155000000	2	40	256 qam	3
4	163000000	2.4	40	256 qam	4
5	171000000	2.4	40	256 qam	5
6	179000000	2.4	40	256 qam	6
7	187000000	2.4	38	256 qam	7
8	195000000	2.4	40	256 qam	8
9	203000000	2.2	40	256 qam	9
10	211000000	2	40	256 qam	10
11	219000000	2	40	256 qam	11
12	227000000	1.7	40	256 qam	12
13	235000000	1.5	40	256 qam	13
14	243000000	1.2	40	256 qam	14
15	251000000	1.5	40	256 qam	15
16	259000000	2.2	40	256 qam	16
17	267000000	2.5	40	256 qam	17
18	275000000	2.2	40	256 qam	18
19	283000000	2.2	40	256 qam	19
20	291000000	2	40	256 qam	20
21	299000000	2.4	38	256 qam	21
22	307000000	2.5	40	256 qam	22
23	315000000	2.9	40	256 qam	23
24	323000000	3	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	5168583	2401678
2	Locked	40.3	548619	379414
3	Locked	40.3	3536606	726669
4	Locked	40.3	5863388	1995713
5	Locked	40.3	126944	367594
6	Locked	40.3	4610705	985293
7	Locked	38.9	1541329	71169
8	Locked	40.3	42030	3203
9	Locked	40.3	29901	1996
10	Locked	40.3	25642	829
11	Locked	40.3	26404	662
12	Locked	40.3	33725	1884
13	Locked	40.3	37829	1964
14	Locked	40.3	29014	935
15	Locked	40.3	23935	599
16	Locked	40.9	23555	472
17	Locked	40.3	31044	862
18	Locked	40.3	26218	1023
19	Locked	40.3	15293	906
20	Locked	40.3	10970	663
21	Locked	38.9	10215	776
22	Locked	40.3	7110	596
23	Locked	40.3	5234	316
24	Locked	40.3	6526	308

[leemc_]

Upstream bonded channels

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

1	39400000	47	5120	64 qam	7
2	46200000	47	5120	64 qam	3
3	53700000	47.5	5120	64 qam	2
4	60300000	47.8	5120	64 qam	1

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	1	0
4	ATDMA	0	0	2	0

[leemc_]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	12236
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	12235
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[leemc_]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Sorry about it all being on separate messages - it wouldn't let me do it all on 1.

[lotharmat]

CHeers,

Power levels look fine and in spec - same for SNRs

The log tells a different story though and will require VM doing a little digging! (metaphorically - hopefully not physically)

[leemc_]

Thanks for checking - what should I do from here? just await further response or will it need to be escalated elsewhere? 

Thanks!

[jbrennand]

RS errors may be a concern - can you do this...
______________________________________

Switch the Hub off and unplug it for a few minutes. Whilst its off check that all connections are in nice and tight (disconnect and reconnect them) and then start up. When done and Hub initialises, check back in the settings and ensure that the RS error counts have all reset to 0.

Then check every hour or so 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.