Menu
Reply
Nichrome
  • 62
  • 0
  • 5
On our wavelength
220 Views
Message 1 of 5
Flag for a moderator

Intermittent connection and slow broadband

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:

Capture.PNG

0 Kudos
Reply
Nichrome
  • 62
  • 0
  • 5
On our wavelength
200 Views
Message 2 of 5
Flag for a moderator

Re: Intermittent connection and slow broadband

Some logs

Time Priority Description

16/02/2021 22:08:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:08:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:07:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:06:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:06:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:05:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 22:00:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:54:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:46:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:45:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:45:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:44:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:44:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 21:44:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
jbrennand
  • 20.43K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
176 Views
Message 3 of 5
Flag for a moderator

Re: Intermittent connection and slow broadband

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

--------------------
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.
0 Kudos
Reply
Nichrome
  • 62
  • 0
  • 5
On our wavelength
166 Views
Message 4 of 5
Flag for a moderator

Re: Intermittent connection and slow broadband

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

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12670000000.437256 qam17
2275000000-0.237256 qam18
3283000000-0.238256 qam19
42910000000.738256 qam20
52990000001.737256 qam21
63070000002.538256 qam22
73150000002.737256 qam23
83230000002.536256 qam24
93310000001.537256 qam25
103390000001.238256 qam26
113470000000.538256 qam27
123550000000.538256 qam28
133630000001.238256 qam29
143710000001.540256 qam30
15379000000238256 qam31
163870000001.738256 qam32
173950000001.232256 qam33
18403000000-0.237256 qam34
19411000000-0.538256 qam35
20419000000-1.238256 qam36
21427000000-138256 qam37
22435000000-1.238256 qam38
23443000000-0.738256 qam39
24451000000-0.938256 qam40


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.3540583110
2Locked37.618652481
3Locked38.61477075
4Locked38.6207612
5Locked37.61436
6Locked38.61599
7Locked37.658138
8Locked36.3429441
9Locked37.611323
10Locked38.614611
11Locked38.91404
12Locked38.91690
13Locked38.91140
14Locked40.31181
15Locked38.91352
16Locked38.91092
17Locked32.51061566241
18Locked37.31220
19Locked38.61220
20Locked38.6920
21Locked38.9960
22Locked38.95010210
23Locked38.9560
24Locked38.9320

 

And upstream

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000051512064 qam3
23940000051512064 qam4
35370000051512064 qam2
46030000051512064 qam1



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
Nichrome
  • 62
  • 0
  • 5
On our wavelength
129 Views
Message 5 of 5
Flag for a moderator

Re: Intermittent connection and slow broadband

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.

0 Kudos
Reply