Internet issues.
 

Recently I have noticed that my internet keeps going off and I have to restart my superhub for it to come back. Sometimes the blue light is flashing on my superhub even and I still can't get any connection to the internet.

I am getting errors such as

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period

MDD message timeout;CM-MAC



my downstream levels are :


Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 274750000 Hz 266750000 Hz 282750000 Hz 290750000 Hz 298750000 Hz 306750000 Hz 314750000 Hz 322750000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 18 17 19 20 21 22 23 24
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) -7.7 dBmV -7.5 dBmV -8.0 dBmV -8.4 dBmV -7.1 dBmV -7.1 dBmV -7.3 dBmV -7.6 dBmV
RxMER (dB) 38.2 dB 38.3 dB 38.2 dB 37.8 dB 37.8 dB 38.2 dB 37.9 dB 37.9 dB



Upstream is:

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 1 2 3 4
Frequency (Hz) 46200000 Hz 39400000 Hz 32600000 Hz 25800000 Hz
Ranging Status Success Success Success Success
Modulation QAM16 QAM16 QAM16 QAM16
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 64 64 64 64
Power Level (dBmV) 38.3 dBmV 37.8 dBmV 37.3 dBmV 37.8 dBmV
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0


This is still a Superhub 1 if that helps.

Re: Internet issues.
 

Also noticed that my SH has a "forward path" 15DB attenuator on it

Re: Internet issues.
 

Your signal is too low, you should take the FPA off

Re: Internet issues.
 

Is it normal for my internet to still be more or less stable with these downstream levels though? I check my logs every day now and typically I only have two sync errors every morning at 9:55 and apart from that the internet seems to be stable even though the DS levels are getting worse.

Like right now these are my levels and my internet is working fine with max dl/upload speeds and no packet loss.



Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 274750000 Hz 266750000 Hz 282750000 Hz 290750000 Hz 298750000 Hz 306750000 Hz 314750000 Hz 322750000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 18 17 19 20 21 22 23 24
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) -8.0 dBmV -7.8 dBmV -8.5 dBmV -8.9 dBmV -7.5 dBmV -7.5 dBmV -7.7 dBmV -8.0 dBmV
RxMER (dB) 38.2 dB 38.2 dB 37.9 dB 37.7 dB 37.8 dB 37.9 dB 37.9 dB 37.5 dB

---------- Post added at 15:46 ---------- Previous post was at 15:04 ----------

Either way a technician is coming tomorrow. guessing all he will do is remove the 15DB attuenator and place something like a 6db one

Re: Internet issues.
 

I imagine you will get a sh3 and no attenuator

Re: Internet issues.
 

If they offer a SH3 just going to tell them I don't want one, have held off them for a long time due to the issues they have with games

Re: Internet issues.
 

Why bother with the visit then? Just take the fpa off

Re: Internet issues.
 

Because its a 15db and it would take my Power levels to the high side of 8-9 no?

Would rather get a free 6db and get my levels closer to 0. He can also check for other faults whilst here.

Re: Internet issues.
 

Seems that my SH1 was also having major issues so a SH3 was needed in the end, got one on the new firmware and can't tell any differences in gaming so far.

here are my downstream levels now:


Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 5.5 36 256 qam 21
2 322750000 5.9 36 256 qam 24
3 314750000 6 36 256 qam 23
4 306750000 6 36 256 qam 22
5 290750000 5 36 256 qam 20
6 282750000 5.3 36 256 qam 19
7 274750000 5.5 36 256 qam 18
8 266750000 5.6 36 256 qam 17
9 258750000 5.3 36 256 qam 16
10 250750000 5.3 36 256 qam 15
11 242750000 5.5 36 256 qam 14
12 234750000 5.8 36 256 qam 13
13 226750000 5.9 36 256 qam 12
14 218750000 6 36 256 qam 11
15 210750000 6 36 256 qam 10
16 202750000 6 36 256 qam 9
17 194750000 5.9 35 256 qam 8
18 186750000 5.9 35 256 qam 7
19 178750000 6 35 256 qam 6
20 170750000 6 35 256 qam 5
21 162750000 5.5 35 256 qam 4
22 154750000 5.5 34 256 qam 3
23 146750000 5.1 34 256 qam 2
24 138750000 5 34 256 qam 1


is it worth installing this 6db forward path attuenator i have?

how easy are they to install as well

Re: Internet issues.
 

Techs get measured on swapping sh1s out so I'm not surprised the tech said it was having "issues" :)

No attenuator needed

Re: Internet issues.
 

It was already having issues before with powering on and off and dropping Wifi randomly, it would also always reset my settings when it turned off so it was better I guess.

I guess I should just put this 6db attuenator away than, would make no difference to put it on at all?

Re: Internet issues.
 

It would make your DS power ideal but I suspect that it wouldn't resolve the issues that you're experiencing. Seeing as you have it, it's worth fitting. If you fit it don't over-tighten the cable fixings.

Re: Internet issues.
 

I would go with whatever @jb66 advises, after all that is his job ( I hope he still works there). I would LMAO if you reside in his area and he was the one to come out and just do what he has recommended.

Re: Internet issues.
 

Mmhk,I don't really have any issues other than my DS levels getting higher. Right now some Channels are nearing 9.



Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 7 38 256 qam 21
2 322750000 7 38 256 qam 24
3 314750000 7.1 38 256 qam 23
4 306750000 7.4 38 256 qam 22
5 290750000 6.5 38 256 qam 20
6 282750000 6.9 38 256 qam 19
7 274750000 7 38 256 qam 18
8 266750000 7.3 38 256 qam 17
9 258750000 7 38 256 qam 16
10 250750000 7.3 38 256 qam 15
11 242750000 7.5 38 256 qam 14
12 234750000 8 38 256 qam 13
13 226750000 8 38 256 qam 12
14 218750000 8.1 38 256 qam 11
15 210750000 8.4 38 256 qam 10
16 202750000 8.5 40 256 qam 9
17 194750000 8.5 38 256 qam 8
18 186750000 8.5 38 256 qam 7
19 178750000 8.8 38 256 qam 6
20 170750000 8.8 38 256 qam 5
21 162750000 8.5 38 256 qam 4
22 154750000 8.5 38 256 qam 3
23 146750000 8.3 38 256 qam 2
24 138750000 8.4 38 256 qam 1


Is it as easy as just taking the Coax cable out of my SH3, putting that in one end of the Attuenator than the Attuenator into my SH3

Re: Internet issues.
 

Yes it is.

Re: Internet issues.
 

Ok thanks for the help.

Also is there no way to clear the network logs on the SH3? I tried to restart it and have logged in and there is no button to clear the logs.

Re: Internet issues.
 

Do a pinhole rest if it bothers you that much.

Re: Internet issues.
 

Doesn't bother me really, was just used to clearing my logs when I checked them on my SH1, that way it was easier to spot newer errors.

Re: Internet issues.
 

What issues?

Re: Internet issues.
 

Packet loss and ping spikes

Re: Internet issues.
 

This actually has happened before LOL. It was a few years back but I didn't mention who I was

Re: Internet issues.
 

Does this affect all hub 3's or does it depend on the area your in?

Re: Internet issues.
 

All of them ... https://community.virginmedia.com/t5...e/td-p/3271492

Re: Internet issues.
 

Bugger

Re: Internet issues.
 

Ok I am going to put my 6DB on when I get back I think.

Quick question for some of you, would putting the router in modem mode make any difference if I am gaming via Ethernet? The HUB3 is only a foot away from my PC so it is always connected via Ethernet.

Is there any benefit of using a 3rd party router (except better wifi) if I connect my PC to it via ethernet all the time as well?

Most of the processing will still be done on the SH3's puma chip right which is the issue?

basically, router mode SH3 vs modem mode SH3 vs 3rd party router for someone who uses Ethernet, any differences ?

Re: Internet issues.
 

tbh you probably wont notice any different with a proper router and would only want to make the switch if you are having noticeable problems with your shub. For me it is all about quality, performance and peace of mind and at the end of the day the shub is too much of a lightweight and ideally you want it to have to do as little as possible. Wifi aside, I like having a real router I can rely on, is fit for purpose, has the features I want to manage my network properly and can handle the load from the clients. An awful lot of traffic goes over my lan and my routers and switches handle it effortlessly. I am 100% sure that if the shub tried doing it for 1 day it would choke and lockup.

Re: Internet issues.
 

I mean I have been playing tonight and have had some issues with it, especially when I tab out and open a stream the game will dc me or I will completely lose internet for a few seconds.

I mean just look at this BQM from tonight.

https://www.thinkbroadband.com/broad...0e4-26-08-2018

Obviously a HUB3 in Router mode.

Re: Internet issues.
 

I wouldn’t of thought that a Hub 3 in router mode would cause the periods of packet loss that your BQM is showing. I know it’s not the greatest piece of hardware ever released but still, would expect it to cope.

I’d be more concerned that from the stats you’ve posted since the engineer visit, the SNR and power levels were/are fluctuating. On the first set of stats after the engineer visit, the lower frequencies were borderline at 34dB, then on the next set, had jumped up to 38dB along with an increase in power level. Is that still happening?

Re: Internet issues.
 

My levels are still moving around a lot as well yes. Here are my current DS levels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 6.9 38 256 qam 21
2 322750000 7 38 256 qam 24
3 314750000 7.1 38 256 qam 23
4 306750000 7.4 38 256 qam 22
5 290750000 6.5 38 256 qam 20
6 282750000 6.9 38 256 qam 19
7 274750000 7 38 256 qam 18
8 266750000 7.3 38 256 qam 17
9 258750000 7 38 256 qam 16
10 250750000 7.3 38 256 qam 15
11 242750000 7.5 38 256 qam 14
12 234750000 8 38 256 qam 13
13 226750000 8 38 256 qam 12
14 218750000 8.1 38 256 qam 11
15 210750000 8.4 38 256 qam 10
16 202750000 8.5 40 256 qam 9
17 194750000 8.5 38 256 qam 8
18 186750000 8.5 38 256 qam 7
19 178750000 8.8 38 256 qam 6
20 170750000 8.6 38 256 qam 5
21 162750000 8.4 38 256 qam 4
22 154750000 8.5 38 256 qam 3
23 146750000 8.3 38 256 qam 2
24 138750000 8.1 38 256 qam 1


and my Upstream

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 34.5 5120 64 qam 2
2 25800000 34.5 5120 64 qam 4
3 32600000 34.5 5120 64 qam 3
4 46200000 36 5120 64 qam 1

Weirdly enough I have 0 timeouts across all channels.



These are some of the errors I am getting in the network log:


2018-08-25 23:49:34.00 Warning! Lost MDD Timeout
2018-08-25 23:49:47.00 critical SYNC Timing Synchronization failure - Loss of Sync
2018-08-26 00:08:37.00 Warning! RCS Partial Service
2018-08-26 00:08:38.00 critical SYNC Timing Synchronization failure - Loss of Sync
2018-08-26 00:08:38.00 Warning! RCS Partial Service;CM-MAC

Re: Internet issues.
 

your power levels are still within spec but if the upstream drops any more it could explain the disconnects

Re: Internet issues.
 

I would double check all your cable connections are all securely tight if your levels are moving around alot, levels moving around isn't a Hub3 issue.

Re: Internet issues.
 

Ye I checked it and everything is fit nicely. My upstream levels did move around as well with my SH1 if I recall. Now they have risen somewhat as well.

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 36 5120 64 qam 2
2 25800000 34.5 5120 64 qam 4
3 32600000 36 5120 64 qam 3
4 46200000 36 5120 64 qam 1

could it be an issue on Virgins end/cabinet?

Re: Internet issues.
 

It's not an issue, signals fluctuate

Re: Internet issues.
 

Ok, any idea what could of caused the random dropouts I have had than?

Re: Internet issues.
 

My vivid 200 (wired) has been maxing out around 100Mbps for a week or so now.

And it occasionally drops out altogether. The helpdesk does resets, but say there is "a problem in the area" whilst the local area shows no faults.

Re: Internet issues.
 

Ditto this morning. It ran for a while then shut down. I got into the queue on 150 and listened to pop music for 15 minutes then noticed my Shub was doing a reset. Then all OK again. Levels all look good, nothing in the log.

Re: Internet issues.
 

My connection has been anywhere between 90mb - 350mb for around a Month.

I have no idea what Virgin is upto.

Re: Internet issues.
 

Hi, I was sent here via Sephiroth on the Virgin Media forums (https://community.virginmedia.com/t5...3683479/page/3).

I have the 350mb business plan from Virgin with 5 static IPs and I am having very similar issues to the OP.

Here is my post from the Virgin forums, to save me from typing it all again:

Does anybody have any ideas on what is going on? If you need anymore information, such as upstream/downstream levels, please let me know.

Re: Internet issues.
 

I think you need to be in the thread New VM Business service - 350Mb. Sorry I can’t paste the URL.

Do also please post your power levels.

Re: Internet issues.
 

Ah, thanks!

I have copied it over and included (what I think are) my power levels.

Re: Internet issues.
 

There is a "local capacity fault" (F006551532) but no idea what is wrong or when it's going to be fixed.

Meanwhile another thing has been bugging me:

I switch off my PC up to a few times a day. Never a problem after reboot, the internet connection is always solid (if at half speed).

EXCEPT:

Switch on the PC after turning on the modem at the start of the day, or after the connection dropped out due to VM fiddling to fix the local fault, and Windows says there is no internet connection. I have to go into Network Connections, LAN Status, run a diagnostic which then allows me to Reset The LAN. Then it's all OK again. :dunce::dunce::dunce:

Re: Internet issues.
 

Why are you turning the shub off, it is supposed to stay on all the time?

Re: Internet issues.
 

It's right next to my bed, and I don't like sleeping in a Disco. Plus it saves power.

Re: Internet issues.
 

I thought there was an option to dim the lights or turn them off all together? If you keep turning it on and off you are just asking for trouble. If worse comes to worse you would be better of leaving it on and just putting some electrical tape over the leds.

When you run the network diagnostics thing all it is doing is renewing the ip address, flushing the dns cache and getting the new network info etc. If the shub was left on the pc would be able to get all that as it requests it when it boots up.

Re: Internet issues.
 

Yes just stick tape over the LEDs and leave it on Taf.

Re: Internet issues.
 

I leave my SH1 on all the time, together with the router and switches. The power used is really tiny compared to the refrigerator and freezers (~400W when running) and they're on 24/7.

You could always put it under the bed?

Re: Internet issues.
 

Why should the TIVO or HUB be left on 24/7 ?

Re: Internet issues.
 

For the broadband maybe not now but looking at the future voip will need the modem to be online 24/7 or you Will loess Phone Services good to get into the habit of keeping it on.

We keep our modem on all the time.

Re: Internet issues.
 

Also the latest Tivo uses your broadband connection to update its programme info. and also for on demand programmes.

Re: Internet issues.
 

If the electric is cut then using VoIP will not work.

Re: Internet issues.
 

There are other reasons why I turn off the hub at night, not worth getting into, but suffice to say that this problem only recently started and I'd like to stop it. I have now diagnosed that it is only my PC that is affected, and wifi connectivity is not stopping.

I do not use VM phone services as they are horrifically expensive, and have no intention in using their VOIP service unless it's basically free.

Plus I do not use On Demand TV whilst I am asleep, and have never had a problem with V6 updates, they just get done when I power up in the morning.

Re: Internet issues.
 

Which is why I don't like it.

Re: Internet issues.
 

Neither will DECT phones as the base station runs off the mains.

I have an ancient Mitel phone that lives near the phone socket that I can use during mains failures.

Re: Internet issues.
 

Lived in and around Whitchurch until 3or so years ago Still come back for rugby season.Unless l have been away when it happened I can not recall a powercut in 30 years or so. Virgin going down many times , electric no ;)

Re: Internet issues.
 

We're on a different loop down here, glitches are still common, but full failures are down to a couple year.

Touch wood.... ;)

Re: Internet issues.
 

[QUOTE=Taf;35964626]Neither will DECT phones as the base station runs off the mains.

I have an ancient Mitel phone that lives near the phone socket that I can use during mains failures.[/QUOTE

We have an old basic phone in a spare socket near the front door. Easy to find and should work in a powercut if it's supplied with power down the line.

Using land line is also preferable to call emergency services - easy to locate where call is from very precisely.

Re: Internet issues.
 

Powered up this morning, and the LAN was recognised and speed is back to where it should be. Without me changing or moving anything. :confused: