Community FAQ
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

Intermittent Connection via Ethernet(CONTINUED)

what1x
Tuning in

‎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:

  • 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.

0 Kudos
36 REPLIES 36

what1x
Tuning in
In response to jbrennand

on ‎23-10-2021 17:52

No, I've never used a BQM but here are the Upstream values:

Upstream bonded channels

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

13939993647.5512064 qam6
23260004247512064 qam7
34620000047.8512064 qam5
42580026946.8512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos

Adduxi
Very Insightful Person
Very Insightful Person
In response to what1x

on ‎23-10-2021 18:08

@what1x wrote:

No, I've never used a BQM but here are the Upstream values:

 

Upstream is getting a bit high,  but still within spec, 34 to 51.

You really need to setup a BQM for comment and to see the state of your circuit.  www.thinkbroadband.com/ping

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos

what1x
Tuning in
In response to Adduxi

on ‎23-10-2021 19:21

Excuse for asking, how would any of this help where a technician wouldn't?
0 Kudos

what1x
Tuning in

‎23-10-2021 19:52 - edited ‎23-10-2021 20:01

23/10/21 @ 19:45

I rang VM technical support and the packet team(I think) will be running diagnostics over the next 72 hours since the tech rep I spoke to couldn't see any problems with my router on his end, despite the downstream levels still being out of spec at the time of the call.   So I'll need to ring back on Tuesday evening or Wednesday morning for the results and go from there.

0 Kudos

what1x
Tuning in
In response to what1x

on ‎24-10-2021 08:32

24/10/21

My internet returned to normal(as can be) around 1 am but below is a snapshot of 08:21.  I'm not an expert on the numbers so can anyone spot any issues here?

Downstream bonded channels

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

1330750000338256 qam25
22347500001.438256 qam13
32427500001.438256 qam14
42507500001.238256 qam15
52587500001.238256 qam16
6266750000138256 qam17
72747500001.238256 qam18
82827500001.738256 qam19
9290750000238256 qam20
102987500002.238256 qam21
113067500002.738256 qam22
12314750000338256 qam23
133227500003.238256 qam24
143387500003.238256 qam26
15346750000338256 qam27
163547500003.238256 qam28
173627500003.438256 qam29
183707500003.438256 qam30
193787500003.438256 qam31
203867500003.438256 qam32
213947500003.438256 qam33
224027500003.538256 qam34
234107500003.538256 qam35
244187500003.238256 qam36

 

Downstream bonded channels

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

1Locked38.935238509114
2Locked38.9127884789947
3Locked38.6117944359966
4Locked38.61118580711207
5Locked38.61064693913392
6Locked38.91017208113012
7Locked38.6883495612020
8Locked38.9733571513467
9Locked38.9623253714422
10Locked38.6543459111823
11Locked38.6458893512106
12Locked38.6400243610973
13Locked38.9367519512333
14Locked38.9335200911594
15Locked38.6311131712134
16Locked38.6285611812314
17Locked38.6258169511501
18Locked38.9236993712426
19Locked38.6221279712381
20Locked38.6210249413967
21Locked38.9199862612230
22Locked38.9192544911835
23Locked38.6174725310871
24Locked38.9158811710633

 

Upstream bonded channels

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

13940009247.5512064 qam6
23260009447512064 qam7
34620000047.8512064 qam5
42579990146.8512064 qam8

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

0 Kudos

what1x
Tuning in
In response to what1x

on ‎24-10-2021 08:33

Network Log

Time Priority Description

24/10/2021 07:17:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 20:20:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 20:20:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 19:06:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 19:06:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 19:06:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 19:06:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 19:06:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 19:06:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 18:54:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 18:54:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 18:49:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 18:49:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 18:47:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 18:35:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 18:18:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 18:06:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 18:05:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 18:05:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2021 17:08:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos

Andrew-G
Alessandro Volta
In response to what1x

on ‎24-10-2021 08:46

Your network log shows that you're repeatedly losing downstream channels, along with complete synchronisation failures.  These are a bad thing, and any VM employee telling you that your connection looks OK has ignored the crime scene that is your network log.  

In terms of the cause, I think your downstream power levels may be off.  From downstream channel number 2 through to 24, the power level should be flattish, or falling, whereas yours are rising.  This probably means that the "slope" on a signal amplifier is incorrectly set somewhere in a street cabinet.  If my suspicion is correct that probably affects multiple customers, and VM need to send out somebody with the skills to properly setup the amp in question.   

Adduxi
Very Insightful Person
Very Insightful Person
In response to what1x

on ‎24-10-2021 11:15

@what1x wrote:
Excuse for asking, how would any of this help where a technician wouldn't?

A BQM is irrefutable evident to show VM how poor your circuit is.  Most users on these Forums set them up as an easy way to keep an eye on the circuit.

It's free and very useful.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos

what1x
Tuning in
In response to Adduxi

‎24-10-2021 12:10 - edited ‎24-10-2021 12:15

@Adduxi wrote:
@what1x wrote:
Excuse for asking, how would any of this help where a technician wouldn't?

A BQM is irrefutable evident to show VM how poor your circuit is.  Most users on these Forums set them up as an easy way to keep an eye on the circuit.

It's free and very useful.

Okay, thank you.  Let's say it was a poor circuit, what would you recommend?

0 Kudos

Steven_L
Forum Team
Forum Team
In response to what1x

on ‎26-10-2021 12:51

Hey @what1x,

 

I have looked into this further and our system has identified an issue that we need to resolve with a technician visit.

 

I can book the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.


Please look out for the private message and we can get started.
 

Regards,

Steven_L

0 Kudos
Top