Unreliable Connection affecting Plex

[FeelyngGood]

Hi there,

I have Gigabit connection for a few months now. I often at my girlfriend's and I stream from my computer at home via Plex. Most of the time this is fine but eventually it will start buffering a lot (every few seconds) however I know the connection is fine from where I am and I can resolve these issues by rebooting my Hub 4 in modem mode via remote desktop. Restarting my Asus RT-AX92U Router didn't seem to help. It will then run flawlessly usually for hours. I thought my performance issues would always correlate with spikes in the graph but it doesn't, occasionally the graph is just flat when I have encountered the issue.

I think there is an issue on the connection for how often this happens. Could some look at my router logs and see if there looks to be an issue of any sort. I have also been running broadband quality monitor for a couple of weeks as I saw that was a regular request.

Any further info I can provide or things to try, let me know. Or if the lack of formatting is an issue I can sort that too.

Thanks in advance!

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 4.000000 37.355988 QAM256 1
2 147000000 3.700001 36.844463 QAM256 2
3 155000000 3.299999 37.355988 QAM256 3
4 163000000 2.799999 36.609653 QAM256 4
5 171000000 2.299999 36.609653 QAM256 5
6 179000000 1.799999 37.355988 QAM256 6
7 187000000 1.700001 36.609653 QAM256 7
8 195000000 1.200001 37.355988 QAM256 8
9 203000000 0.900002 37.355988 QAM256 9
10 211000000 0.799999 37.355988 QAM256 10
11 219000000 0.700001 37.355988 QAM256 11
12 227000000 0.500000 36.609653 QAM256 12
13 235000000 0.500000 36.609653 QAM256 13
14 243000000 0.599998 36.609653 QAM256 14
15 251000000 1.099998 36.609653 QAM256 15
16 259000000 1.599998 37.636276 QAM256 16
17 267000000 1.599998 37.355988 QAM256 17
18 275000000 1.200001 37.355988 QAM256 18
19 283000000 0.900002 37.355988 QAM256 19
20 291000000 0.599998 37.636276 QAM256 20
21 299000000 0.700001 37.355988 QAM256 21
22 307000000 1.099998 37.636276 QAM256 22
23 315000000 1.099998 37.355988 QAM256 23
24 323000000 0.799999 37.355988 QAM256 24
25 331000000 0.500000 36.609653 QAM256 25
26 339000000 0.299999 37.636276 QAM256 26
27 347000000 0.099998 37.355988 QAM256 27
28 355000000 -0.099998 37.636276 QAM256 28
29 363000000 -0.700001 37.355988 QAM256 29
30 371000000 -1.000000 36.609653 QAM256 30
31 379000000 -1.000000 36.609653 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.355988 5997 809
2 Locked 36.844463 53 170
3 Locked 37.355988 1517 222
4 Locked 36.609653 6328 408
5 Locked 36.609653 12 52
6 Locked 37.355988 4599 407
7 Locked 36.609653 1274 0
8 Locked 37.355988 0 0
9 Locked 37.355988 0 0
10 Locked 37.355988 0 0
11 Locked 37.355988 7 0
12 Locked 36.609653 0 0
13 Locked 36.609653 2 0
14 Locked 36.609653 1 0
15 Locked 36.609653 8 0
16 Locked 37.636276 0 0
17 Locked 37.355988 0 0
18 Locked 37.355988 0 0
19 Locked 37.355988 0 0
20 Locked 37.636276 0 0
21 Locked 37.355988 0 0
22 Locked 37.636276 0 0
23 Locked 37.355988 7 0
24 Locked 37.355988 0 0
25 Locked 36.609653 0 0
26 Locked 37.636276 0 0
27 Locked 37.355988 6 0
28 Locked 37.636276 7 0
29 Locked 37.355988 5 0
30 Locked 36.609653 0 0
31 Locked 36.609653 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 96 4K 1880 QAM4096 424

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 39 -1.1 255785 0

Network Log
Time Priority Description
Sun Sep 11 15:35:14 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 15:39:08 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 15:39:29 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 15:39:40 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 15:40:30 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 15:57:28 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 15:57:39 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:09:18 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:09:31 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:13:38 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:14:10 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:19:48 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:19:53 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:28:14 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:28:34 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:32:48 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:32:52 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:33:49 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:33:51 2022 6 CM-STATUS message sent. Event Type Code: 2; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:36:38 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:37:13 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:43:48 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:44:02 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:52:38 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:52:39 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:58:44 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:58:54 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:58:58 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 16:59:46 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:00:28 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:00:31 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:07:48 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:08:15 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:16:08 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:16:22 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:18:38 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:18:51 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:21:29 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:21:35 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:38:19 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:38:20 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:39:46 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 17:40:34 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 18:15:56 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 18:16:18 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 18:17:46 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=eREMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 18:18:20 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 11 19:27:10 2022 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REMOVED;CMTS-MAC=REMOVED;CM-QOS=1.1;CM-VER=3.1;

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 46.770599 5120 KSym/sec 64QAM 3
2 53700000 47.020599 5120 KSym/sec 64QAM 2
3 39400000 47.020599 5120 KSym/sec 64QAM 4
4 60300000 47.270599 5120 KSym/sec 64QAM 1

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0

12/9/22 BQM - 

11/9/22 BQM - 

10/9/22 BQM -

[legacy1]

---

@FeelyngGood wrote:

.....I can resolve these issues by rebooting my router (in Hub 4 in modem mode) via remote desktop.

---

rebooting the hub or your router?

[FeelyngGood]

Restarting the Virgin Media Hub 4, sorry that's not very clearly described. Previously I've restarted the router (Asus RT-AX92U) and it hasn't helped the Plex issues.

Updated original post for clarity

[legacy1]

When the issue happens what do speed tests show at both ends?

[Tudor]

Possibly noise or a bad cabinet amp on the low frequencies. Probably need a technician’s visit.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[FeelyngGood]

At least one occasion I noticed at home there was a significant drop in upload speeds <20mbps maybe <10 on some tests instead of ~50 during normal operation and download speed lower but still >100mbps but I don't think it appeared on every occasion so I will check the next time I start hitting the buffering again. Speed tests for the location I am streaming to showed expected speeds 500Mbps down ~40mbps up

[FeelyngGood]

I typically check the website for faults when this occurs and almost never any issues in my area. I also tend to run the status check too and it often tells me to restart my hub sometimes just after I have. I'm away the minute so I'll keep an eye on when it occurs again and check the number to confirm no issues.

[FeelyngGood]

@legacy1 it is not actually performing too great right now and I ran a couple of speed tests and got the following. Initially seems to be very slow on the upload then ramps up but slowly whereas download peaks much quicker. These were on Okla 

Retried with thinkbroadband and it shows details better, the upload dipping under 10mbps quite a bit

[legacy1]

It seems the hub rate limiter might be broken

With your Asus RT-AX92U setup QoS/BWM with upload 49Mb and 900Mb download then reboot the hub I'm not expecting it to fix it well a reboot of the hub might fix it for some hours as you say.

you also have small packet loss when idle as another problem

[Matthew_ML]

Hey FeelyngGood, thank you for reaching out and I am sorry to see you are having some issue streaming on Plex.

Thank you for sending all this information over it is very helpful.

Are you only having connection issues when you are streaming on Plex, is the connection normally fine when you aren't streaming?

How has the connection been since Monday, any improvement at all? Thanks