23-10-2021 10:58 - edited 23-10-2021 11:16
Background
I've had intermittent internet throughout the majority of 2020 with multiple engineer visits. During those visits they did the following:
The only thing that wasn't done was to replace the main cable that connects the house to the cabinet. I've had this internet service since 2003, which was before Virgin took over NTL as it was NTL I originally signed up with, so the cable is 18 years old.
However, since the last visit, the intermittent issues were shorter until summer 2021 where there were hardly any issues at all. All seemed normal but the problems returned in September and the periods have lasted as long as ever from 5+ hours to over a day.
I did a post about this last year which can be found here:
https://community.virginmedia.com/t5/Forum-Archive/Intermittent-Connection-via-Ethernet/td-p/4147978
Below is my internet diary which will be updated from time to time.
22/10/22
Internet was intermittent all day yesterday until after 10pm.
23/10/21
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | -11.7 | 36 | 256 qam | 25 |
2 | 234750000 | -14.8 | 34 | 256 qam | 13 |
3 | 242750000 | -14.5 | 34 | 256 qam | 14 |
4 | 250750000 | -14.5 | 34 | 256 qam | 15 |
5 | 258750000 | -14.5 | 34 | 256 qam | 16 |
6 | 266750000 | -14.7 | 33 | 256 qam | 17 |
7 | 274750000 | -14.3 | 34 | 256 qam | 18 |
8 | 282750000 | -13.8 | 34 | 256 qam | 19 |
9 | 290750000 | -13.4 | 35 | 256 qam | 20 |
10 | 298750000 | -13 | 35 | 256 qam | 21 |
11 | 306750000 | -12.5 | 35 | 256 qam | 22 |
12 | 314750000 | -12 | 36 | 256 qam | 23 |
13 | 322750000 | -11.7 | 36 | 256 qam | 24 |
14 | 338750000 | -11.7 | 35 | 256 qam | 26 |
15 | 346750000 | -11.7 | 36 | 256 qam | 27 |
16 | 354750000 | -11.5 | 36 | 256 qam | 28 |
17 | 362750000 | -11.2 | 36 | 256 qam | 29 |
18 | 370750000 | -11.2 | 36 | 256 qam | 30 |
19 | 378750000 | -11 | 36 | 256 qam | 31 |
20 | 386750000 | -11 | 36 | 256 qam | 32 |
21 | 394750000 | -10.7 | 36 | 256 qam | 33 |
22 | 402750000 | -10.7 | 36 | 256 qam | 34 |
23 | 410750000 | -10.4 | 36 | 256 qam | 35 |
24 | 418750000 | -10.5 | 36 | 256 qam | 36 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39399930 | 47.5 | 5120 | 64 qam | 6 |
2 | 32599951 | 47.3 | 5120 | 64 qam | 7 |
3 | 46200000 | 47.8 | 5120 | 64 qam | 5 |
4 | 25800131 | 47 | 5120 | 64 qam | 8 |
Time Priority Description
23/10/2021 09:04:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 09:04:56 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 09:01:43 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 08:53:34 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 08:46:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 08:46:56 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 08:20:48 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 08:20:48 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 08:15:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 08:15:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 07:04:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 07:04:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 07:04:0 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 07:04:0 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 07:03:59 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2021 07:03:58 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2021 16:14:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2021 16:14:20 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2021 16:09:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2021 16:09:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Before anyone starts giving me the usual troubleshooting tips, please acknowledge what I've said earlier in this post about what the engineers did and the tips I(and many others) have done below:
However, feel free to point out any helpful oversites or raise any issues I didn't mention here. Many thanks in advance.
on 23-10-2021 12:11
You need to post the Pre and PostRS errors from the Hub. Also your Downstream power is way off, should be between -6 and +10. If you have any attenuators fitted, I would remove it and reboot the Hub and check the levels again.
A technician will be needed to fix this, as I'm sure you are aware.
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on 23-10-2021 12:22
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.3 | 76213408 | 192444 |
2 | Locked | 34.4 | 255470581 | 195301 |
3 | Locked | 34.4 | 237615522 | 220167 |
4 | Locked | 34.4 | 221858862 | 231519 |
5 | Locked | 34.4 | 211992904 | 257208 |
6 | Locked | 34.4 | 202608887 | 256539 |
7 | Locked | 34.7 | 177248588 | 241855 |
8 | Locked | 35 | 149888540 | 252075 |
9 | Locked | 35.5 | 129264285 | 252336 |
10 | Locked | 35 | 116561813 | 244738 |
11 | Locked | 35.7 | 98930235 | 250838 |
12 | Locked | 36.3 | 86021107 | 253199 |
13 | Locked | 36.6 | 79109577 | 255003 |
14 | Locked | 35.7 | 74347843 | 237962 |
15 | Locked | 36.3 | 69351039 | 244129 |
16 | Locked | 36.6 | 63022210 | 237057 |
17 | Locked | 36.3 | 56084016 | 234560 |
18 | Locked | 36.3 | 51250773 | 236619 |
19 | Locked | 36.3 | 47753055 | 246699 |
20 | Locked | 36.3 | 45014928 | 235058 |
21 | Locked | 36.6 | 42711753 | 243371 |
22 | Locked | 36.6 | 40932890 | 232613 |
23 | Locked | 36.6 | 37226345 | 232637 |
24 | Locked | 36.6 | 33954387 | 227602 |
on 23-10-2021 12:31
Yes, that's a shocking log. A good connection should have zero PostRS errors. Good luck with getting this sorted as it seems VM have been working on this for some time.
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on 23-10-2021 13:03
As for the attenuator. It's attached to the end of the coax cable that plugs directly into the Super Hub 3.0. I cannot physically remove it myself. When I try to unscrew it from the coax cable, it just rotates without unscrewing so I would need an engineer, unless I overlooked something. It seems to be used as an adaptor so it can be connected to the Hub. Bear in mind, this is a replaced connection from an older one as I mentioned in my original post. Below are the attenuator's details from its label:
on 23-10-2021 13:28
It’s a pity you can’t get that off as it would add 10 to all your DS levels.
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on 23-10-2021 14:11
My DS levels are not always this bad. When things are good, the levels are normal, even with the attenuator. They only get like this when the internet plays up. I'm only posting again because the problem is becoming frequent like last year. After multiple engineer visits, I'm not sure what is causing it as every 'fix' they made only gave short-lived victories but it would be good if the attenuator was the oversite.
on 23-10-2021 15:00
“My DS levels are not always this bad.” If this was the case my guess and it’s a pure guess is that a VM technician has moved you to a different tap on the street cabinet. Alternatively there is a near break in the coax.
on 23-10-2021 15:23
The engineer did move my cable to a different tap in the cabinet(as I said in my original post) to see if it would resolve the issue but it didn't solve anything in the end.
on 23-10-2021 16:10