Virgin Media Community

[Nichrome]

Hi

Area reference 07 (BS34 7BT Bristol)

For the past few days I am facing intermittent internet connection, as well as when it's there it is extremely slow. My package is 350Mbps download, 38Mbps upload. Best I was getting recently was 30-150Mbps download and 6Mbps upload.

I am working from home, and intermittent connection does NOT help and is unacceptable. Everything has been perfectly fine until about 2 weeks ago when I noticed slowness, and recently internet dropping completely. 

Service status for my area shows no faults, and running a test doesn't show any faults either.

3 attempts to post this......

Price will be going up by 3.50 next month but so far this service is worth nothing, let alone the price increase.

I use Hub 3 in modem mode and using own Asus router. No config changes were made since initial installation of it about 6 months ago. My desktop runs on Cat6e Ethernet cable reporting 1Gbps connection to the router. Mobiles and Mac run on WiFi 5Ghz, some utilising WiFi 6. Issue occurs on all of them. I have already factory reset both Asus router and Hub3, as well as restarted both multiple times a day.

And this is 350Mbps according to VM:

[Nichrome]

Some logs

Time Priority Description

16/02/2021 22:08:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:08:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:06:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:06:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:05:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:00:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:54:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:46:21	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:45:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:45:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:44:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:44:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:44:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Are these issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

And what are the various Hub lights showing/doing when this happens?

Also post the Downstream and Upstream Hub data

[Nichrome]

Hi

As I have already mentioned, both wired and wireless are completely losing connection. And my router reports that it's unable to connect to the internet.

I have also already mentioned that vm hub3 is in modem mode as I use own router (RT-AX92U) that is much better and offers WiFi6. I can't tell what lights are on hub as it sits outside of view. But as I have just mentioned, things been perfectly fine until about 2 weeks ago and only getting worse.

I have also already tested hub3 in typical router mode and that was losing connection too. Based on the errors I see in network log tab, I would go with an actual fault somewhere on the line. 

Downstream

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	267000000	0.4	37	256 qam	17
2	275000000	-0.2	37	256 qam	18
3	283000000	-0.2	38	256 qam	19
4	291000000	0.7	38	256 qam	20
5	299000000	1.7	37	256 qam	21
6	307000000	2.5	38	256 qam	22
7	315000000	2.7	37	256 qam	23
8	323000000	2.5	36	256 qam	24
9	331000000	1.5	37	256 qam	25
10	339000000	1.2	38	256 qam	26
11	347000000	0.5	38	256 qam	27
12	355000000	0.5	38	256 qam	28
13	363000000	1.2	38	256 qam	29
14	371000000	1.5	40	256 qam	30
15	379000000	2	38	256 qam	31
16	387000000	1.7	38	256 qam	32
17	395000000	1.2	32	256 qam	33
18	403000000	-0.2	37	256 qam	34
19	411000000	-0.5	38	256 qam	35
20	419000000	-1.2	38	256 qam	36
21	427000000	-1	38	256 qam	37
22	435000000	-1.2	38	256 qam	38
23	443000000	-0.7	38	256 qam	39
24	451000000	-0.9	38	256 qam	40

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.3	5405831	10
2	Locked	37.6	1865248	1
3	Locked	38.6	147707	5
4	Locked	38.6	2076	12
5	Locked	37.6	143	6
6	Locked	38.6	159	9
7	Locked	37.6	581	38
8	Locked	36.3	4294	41
9	Locked	37.6	113	23
10	Locked	38.6	146	11
11	Locked	38.9	140	4
12	Locked	38.9	169	0
13	Locked	38.9	114	0
14	Locked	40.3	118	1
15	Locked	38.9	135	2
16	Locked	38.9	109	2
17	Locked	32.5	106156	6241
18	Locked	37.3	122	0
19	Locked	38.6	122	0
20	Locked	38.6	92	0
21	Locked	38.9	96	0
22	Locked	38.9	50	10210
23	Locked	38.9	56	0
24	Locked	38.9	32	0

And upstream

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

1	46200000	51	5120	64 qam	3
2	39400000	51	5120	64 qam	4
3	53700000	51	5120	64 qam	2
4	60300000	51	5120	64 qam	1

Upstream bonded channelsChannel 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	0	0

[Nichrome]

Seems like I wasn't far off the truth. Fault was indeed on the line. More specifically, for some reason the coax cable became faulty. Or maybe with the connector that comes out of my wall, as apart from replacing the cable, I have also cleaned up the connector from the wall in a little white VM labeled box with phone line connector.

After doing the above I have rebooted both VM hub and my asus router again and things are back to normal.