Major connection issues
 

Hey all.

I have a major problem with my VM internet, and it seems like this is the only place left to handle my problem with, so currently im begging you all :)

I've recently moved into my new student home and got myself 10mb Virgin Media internet (with router). For the first several weeks the internet has been working flawlessly, but in the past 2 weeks our internet has gone very unstable and pinpointing this issue is starting to blow my mind!

I am an IT technician so I am very well adapted to these kind of problems and ill fill you all in on what i've done so far.

THE PROBLEM;

The problem is that the internet has become unstable, very randomly (and much more frequently sinse it started) the internet has slowed down dramatically and we also get full cut offs.
My average download speed (from speedtest.net) would be about 9.50mb to 10.50mb when it was working fine, now I only get this speed 30% of the time in the past 2 weeks and its now usually about 2mb.
also very frequently, the internet just cuts off completely wether its a direct internet connection or wireless, its a no go.

ATTEMPTED SOLUTIONS;

((note: ALL the computers and laptops in this house are totally fine, I guarantee there are no issues with them.))

Unplugged/restarted the Modem several times, full factory reset on the router too

Modified several settings on the router, though the defaults should work totally fine..

Factory reset the Modem

Toke off the router completely and just tested the Modem

---------------------------

I already phoned VM up and told them to check the line, and also reset my modem etc, and they said everything was running completely fine on their end.

When the internet goes down, the light on the modem and router still says its on the internet and synced up with virgin.

CURRENT CONNECTION SPEED;
(this morning it was 9.80mb)
https://www.cableforum.co.uk/images/...2009/10/33.png

-------------------------------------

EVENT LOG FROM VM MODEM;

First TimeLast TimePriorityDescription
Tue Oct 20 21:17:02 2009 Tue Oct 20 21:17:02 2009 Information (7)Downstream sync ok
Tue Oct 20 21:17:02 2009 Tue Oct 20 21:17:02 2009 Information (7)locked and synced to rescue CMTS...all is well!
Tue Oct 20 21:17:02 2009 Tue Oct 20 21:17:02 2009 Information (7)Downstream sync ok
Tue Oct 20 21:17:02 2009 Tue Oct 20 21:17:02 2009 Critical (3)SYNC Timing Synchronization failure - Loss of Sync
Tue Oct 20 21:17:02 2009 Tue Oct 20 21:17:02 2009 Information (7)Downstream sync failed
Tue Oct 20 21:17:02 2009 Tue Oct 20 21:17:02 2009 Information (7)Downstream sync ok
Tue Oct 20 21:17:01 2009 Tue Oct 20 21:17:01 2009 Information (7)locked and synced to rescue CMTS...all is well!
Tue Oct 20 21:17:01 2009 Tue Oct 20 21:17:01 2009 Information (7)Downstream sync ok
Tue Oct 20 21:17:01 2009 Tue Oct 20 21:17:01 2009 Critical (3)SYNC Timing Synchronization failure - Loss of Sync
Tue Oct 20 21:17:01 2009 Tue Oct 20 21:17:01 2009 Information (7)Downstream sync failed
Tue Oct 20 21:16:56 2009 Tue Oct 20 21:16:56 2009 Information (7)Downstream sync ok
Tue Oct 20 21:16:56 2009 Tue Oct 20 21:16:56 2009 Information (7)locked and synced to rescue CMTS...all is well!
Tue Oct 20 21:16:56 2009 Tue Oct 20 21:16:56 2009 Information (7)Downstream sync ok
Tue Oct 20 21:16:55 2009 Tue Oct 20 21:16:55 2009 Critical (3)SYNC Timing Synchronization failure - Loss of Sync
Tue Oct 20 21:16:55 2009 Tue Oct 20 21:16:55 2009 Information (7)Downstream sync failed
Tue Oct 20 21:16:07 2009 Tue Oct 20 21:16:07 2009 Information (7)Downstream sync ok
Tue Oct 20 21:16:07 2009 Tue Oct 20 21:16:07 2009 Information (7)locked and synced to rescue CMTS...all is well!
Tue Oct 20 21:16:07 2009 Tue Oct 20 21:16:07 2009 Information (7)Downstream sync ok
Tue Oct 20 21:16:07 2009 Tue Oct 20 21:16:07 2009 Critical (3)SYNC Timing Synchronization failure - Loss of Sync
Tue Oct 20 21:16:07 2009 Tue Oct 20 21:16:07 2009 Information (7)Downstream sync failed
Tue Oct 20 21:16:07 2009 Tue Oct 20 21:16:07 2009 Information (7)Downstream sync ok
Tue Oct 20 21:16:07 2009 Tue Oct 20 21:16:07 2009 Information (7)locked and synced to rescue CMTS...all is well!
Tue Oct 20 21:16:07 2009 Tue Oct 20 21:16:07 2009 Information (7)Downstream sync ok
Tue Oct 20 21:16:06 2009 Tue Oct 20 21:16:06 2009 Critical (3)SYNC Timing Synchronization failure - Loss of Sync
Tue Oct 20 21:16:06 2009 Tue Oct 20 21:16:06 2009 Information (7)Downstream sync failed
Tue Oct 20 21:14:37 2009 Tue Oct 20 21:14:37 2009 Information (7)Downstream sync ok
Tue Oct 20 21:14:37 2009 Tue Oct 20 21:14:37 2009 Information (7)locked and synced to rescue CMTS...all is well!
Tue Oct 20 21:14:37 2009 Tue Oct 20 21:14:37 2009 Information (7)Downstream sync ok
Tue Oct 20 21:14:37 2009 Tue Oct 20 21:14:37 2009 Critical (3)SYNC Timing Synchronization failure - Loss of Sync
Tue Oct 20 21:14:37 2009 Tue Oct 20 21:14:37 2009 Information (7)Downstream sync failed
Tue Oct 20 21:14:37 2009 Tue Oct 20 21:14:37 2009 Information (7)Downstream sync ok
Tue Oct 20 21:14:37 2009 Tue Oct 20 21:14:37 2009 Information (7)locked and synced to rescue CMTS...all is well!

------------------------

Re: Major connection issues
 

Hi,

Can you post Upstream and Downstream Pages Please

Ben :)

Re: Major connection issues
 

From reading through several threads, im assuming there are skilled network technicians here and are adapted with VM.. can you tell me if them critical errors are anything to look into? would you like any info from my Modem?

Also, is it possible to get compensation from VM? because i've spent £15 on phonecalls to them which didn't help and its been half a month and I haven't recieved the service im paying for..

Its a damn shame too because i've been with NTL sinse the 56k days, and i've NEVER had a problem with their internet, so i'm not giving up yet.

---------- Post added at 22:24 ---------- Previous post was at 22:24 ----------

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 73
Downstream Frequency : 307000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 14.3 dBmV
Downstream SNR : 39.9 dB



-----

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 47400000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 38.0 dBmV
Upstream Mini-Slot Size : 2

Re: Major connection issues
 

Mate, your downstream power level is massively high which is causing loss of sync, this really needs to be dealt with by a VM engineer.

Re: Major connection issues
 

And there is the root to your problems :(
Many Student areas have contention issues which I am told changing ISPs won't fix.

Re: Major connection issues
 

Thank you very much Ben for the reply! is this the only reason that is causing my internet issues? or do you think there could be something else aswell?

Also, what are the recommended power levels? and how will an engineer fix this? just replace my modem box?

EDIT:---- Sorry mistyped the powerlevel question, I mean downstream power level is high as you said, but why is my upsteam 3x higher, or is it supposed to be like that? /bonk head from the sticky ;)

Thanks again

Well actually, my mates at other student houses in this area are having flawless internet connection and speeds with VM, whereas everyone on the BT lines (talk talk, o2 etc) are capped at 6mb in this area hehe!

If your on the BT line, you can call up a BT technician and ask them to do a speedtest on your area, he will give you the average speed in your area and this won't really change with whatever ISP your on unless you go to VMs fibre optic.

Re: Major connection issues
 

It's definitely the downstream, it should ideally be between -3 and 3

Re: Major connection issues
 

Thanks Ben!

I know this is definitely the techs concern.. but do you know of where the issue is coming from? my Modem box maybe? is there anything at all I can do to improve this problem? Because i'm not getting an Engi down here till next week :(

Re: Major connection issues
 

It's the levels in the cab on your street which need adjusting by an engineer. You could get a O2 PayG mobile stick if it becomes seriously bad for £15.

Re: Major connection issues
 

Ideal signal levels:
Downstream should be +/- 5dBmV
Upstream should be between 40 and 50 dBmV
Downstream SNR should be over 30dB

Re: Major connection issues
 

The engineer has come today and sorted my problem, he said I had a faulty Fibre Optic wire, and has replaced it with a new one.

My new Downstream is 1.7 dBmV, and so far the internet has been going flawlessly.

My upstream is still under 40, but he also said that doesn't matter and it still should work just fine.

https://www.cableforum.co.uk/images/...2009/10/25.png

Thanks for all the help everyone :)

Re: Major connection issues
 

Ideally upstream should be above 40.

Re: Major connection issues
 

Upstream power level should be a minimum of 34dBmV, so as long as it's above that and below 56 you'll be fine.