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what1x
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Intermittent Connection via Ethernet(CONTINUED)

Background

I've had intermittent internet throughout the majority of 2020 with multiple engineer visits.  During those visits they did the following:

  • Change the Super Hub 3.0
  • Connected the main cable in the cabinet to a different port
  • Changed the connections around the house.
  • Replaced the isolator for a new one
  • Trimmed the copper wire that was connected to the isolator because it was too long

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

Downstream bonded channels

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

1330750000-11.736256 qam25
2234750000-14.834256 qam13
3242750000-14.534256 qam14
4250750000-14.534256 qam15
5258750000-14.534256 qam16
6266750000-14.733256 qam17
7274750000-14.334256 qam18
8282750000-13.834256 qam19
9290750000-13.435256 qam20
10298750000-1335256 qam21
11306750000-12.535256 qam22
12314750000-1236256 qam23
13322750000-11.736256 qam24
14338750000-11.735256 qam26
15346750000-11.736256 qam27
16354750000-11.536256 qam28
17362750000-11.236256 qam29
18370750000-11.236256 qam30
19378750000-1136256 qam31
20386750000-1136256 qam32
21394750000-10.736256 qam33
22402750000-10.736256 qam34
23410750000-10.436256 qam35
24418750000-10.536256 qam36

 

Upstream bonded channels

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

13939993047.5512064 qam6
23259995147.3512064 qam7
34620000047.8512064 qam5
42580013147512064 qam8

 

Network Log

Time Priority Description

23/10/2021 09:04:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 09:04:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 09:01:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 08:53:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 08:46:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 08:46:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 08:20:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 08:20:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 08:15:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 08:15:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 07:04:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 07:04:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 07:04:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 07:04:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 07:03:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 07:03:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 16:14:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 16:14:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 16:09:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 16:09:13criticalSYNC 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:

  1. Turned off the Super Hub 3.0 for 20+ minutes to let it cool down.
  2. Held the reset button on the Super Hub 3.0 to restore it to its default settings
  3. Checked if multiple devices are affected to ensure that the issue isn't isolated to the device being used, e.g antivirus or firewalls throttling the connection, opening more ports so the device or app has was it needs to function, etc.
  4. Checked all devices connected to the Super Hub 3.0 only belong to members of the household
  5. Changed the Wi-Fi password
  6. Used internet speed test websites
  7. Used Virgin's online diagnostics/service status check https://my.virginmedia.com/faults/perform-diagnostic (Even with intermittent internet, the result will and has come back normal.  This is both confusing and frustrating.)
  8. Make sure no electronic devices are close to the Super Hub 3.0 and ensure the Hub is not in an enclosed space so it doesn't overheat easily.
  9. Am I using ethernet or Wi-Fi?  I'm using ethernet, as the title of this post indicates.  Other household devices use Wi-Fi such as mobile phones and Sky TV boxes.  All have the same issues due to the nature of the problem.
  10. Will I be arranging an engineer visit?  Yes and likely to be soon.

However, feel free to point out any helpful oversites or raise any issues I didn't mention here.  Many thanks in advance.

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Adduxi
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Message 2 of 37
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Re: Intermittent Connection via Ethernet(CONTINUED)

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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what1x
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Message 3 of 37
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Re: Intermittent Connection via Ethernet(CONTINUED)

Thank you.  Here's the missing part:

Downstream bonded channels

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

1Locked36.376213408192444
2Locked34.4255470581195301
3Locked34.4237615522220167
4Locked34.4221858862231519
5Locked34.4211992904257208
6Locked34.4202608887256539
7Locked34.7177248588241855
8Locked35149888540252075
9Locked35.5129264285252336
10Locked35116561813244738
11Locked35.798930235250838
12Locked36.386021107253199
13Locked36.679109577255003
14Locked35.774347843237962
15Locked36.369351039244129
16Locked36.663022210237057
17Locked36.356084016234560
18Locked36.351250773236619
19Locked36.347753055246699
20Locked36.345014928235058
21Locked36.642711753243371
22Locked36.640932890232613
23Locked36.637226345232637
24Locked36.633954387227602
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Adduxi
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Message 4 of 37
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Re: Intermittent Connection via Ethernet(CONTINUED)

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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what1x
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Message 5 of 37
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Re: Intermittent Connection via Ethernet(CONTINUED)

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:

  • AFM-10 A/N attenuator
  • Technetix: 10 dB
  • CE certified
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Message 6 of 37
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Re: Intermittent Connection via Ethernet(CONTINUED)

It’s a pity you can’t get that off as it would add 10 to all your DS levels. 

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what1x
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Re: Intermittent Connection via Ethernet(CONTINUED)

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.

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Message 8 of 37
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Re: Intermittent Connection via Ethernet(CONTINUED)

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.


Tudor
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what1x
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Message 9 of 37
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Re: Intermittent Connection via Ethernet(CONTINUED)

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.

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jbrennand
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Message 10 of 37
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Re: Intermittent Connection via Ethernet(CONTINUED)

Have you booked the tech visit yet? Nothing will improve until they get your power levels back in range.

You could also post up the Upstream table of T1-4 errors

Have you got a BQM running?

https://www.thinkbroadband.com/broadband/monitoring/quality


--------------------
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.
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