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ALRules
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Connection constantly dropping

Our connection today is dropping out between every 30 seconds or a couple of minutes.

We've tried turning the router off for 15 minutes, also we've turned off all wifi.

But it's still dropping out very regularly.

It's really frustrating, just posting this for example is really diificult.

Any ideas?

I'll provide some logs below:

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz) 266750000 274750000 282750000 N/A N/A 306750000 314750000 322750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Unlocked Unlocked Locked Locked Locked
Channel ID 9 10 11 N/A N/A 14 15 16
Modulation 256QAM 256QAM 256QAM Unknown Unknown 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 N/A N/A 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17
I=12
J=17
I=12
J=17
N/A N/A I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV) -0.52 -2.50 -6.59 N/A N/A -5.82 -2.42 -0.35
RxMER (dB) 35.42 34.21 30.53 N/A N/A 30.65 34.08 35.60
Pre RS Errors
1887 7596 7941456 N/A N/A 1528564 3265352 8501
Post RS Errors
406 454 702 N/A N/A 1528536 396 320

 

Upstream   US-1 US-2 US-3 US-4

Channel Type 2.0 N/A N/A 2.0
Channel ID 49 N/A N/A 51
Frequency (Hz) 46200000 N/A N/A 32600000
Ranging Status Success Other Other Success
Modulation 32QAM N/A N/A 32QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 47.00 N/A N/A 45.75
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0

0

T4 Timeouts 0 0 0 0

 

Network Log

First Time Last Time Priority Error Number Description
30/09/2016 14:24:55 GMT 30/09/2016 14:24:55 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:24:34 GMT 30/09/2016 14:24:34 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:24:24 GMT 30/09/2016 14:24:24 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:24:12 GMT 30/09/2016 14:24:12 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:23:59 GMT 30/09/2016 14:23:59 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:23:30 GMT 30/09/2016 14:23:30 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:23:18 GMT 30/09/2016 14:23:18 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:23:10 GMT 30/09/2016 14:23:10 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:22:48 GMT 30/09/2016 14:22:48 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:22:16 GMT 30/09/2016 14:22:16 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:09:00 GMT 30/09/2016 14:09:00 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:08:26 GMT 30/09/2016 14:08:26 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:07:31 GMT 30/09/2016 14:07:31 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:07:14 GMT 30/09/2016 14:07:14 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:07:08 GMT 30/09/2016 14:07:08 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:07:02 GMT 30/09/2016 14:07:02 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:06:50 GMT 30/09/2016 14:06:50 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 14:04:50 GMT 30/09/2016 14:04:50 GMT Warning (5) 84020200 Lost MDD Timeout
30/09/2016 13:54:44 GMT 30/09/2016 13:54:44 GMT Error (4) 68010302 DHCP WAN IP - *******
30/09/2016 13:53:53 GMT 30/09/2016 13:53:53 GMT Warning (5) 84020200 Lost MDD Timeout

 

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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wild_weasel
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Message 2 of 6
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Re: Connection constantly dropping

yes we are getting this also... weve been in touch with the "team"  and more than a few occasions and do NOT listen!  They have been less than helpful infact id say rather rude. we are seriously considering changing ISP Smiley Sad

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RavenWarrior379
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Message 3 of 6
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Re: Connection constantly dropping

I'm sick of the poor service and they are still apparently fixing an issue outside with my area that's been going on for weeks. The so called completion date keeps getting changed and I'm without consistant network. I want to speak with teams based in the UK not Philippine etc and to hopefully somebody who does not read script to me.
Funny enough there is no mention of compensation for there incompetent service and they soon demand money from you if you are slightly late in payment. ..
For the love of god will someone shake Virgin into delivering what we are paying for ie bring them to trading standards and law suits for inadequate service and overcharging etc and actually give us the superspeed we are contracted to get. Sorry for ranting 😈
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Forum Team (Retired) Adam_L
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Message 4 of 6
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Re: Connection constantly dropping

Hi ALRules, 

 

Thanks for posting to make us aware that your connection is constantly dropping every 30 seconds or couple of minutes, I can understand this can cause a lot of frustration so apologies for any troubles.

 

I have tested your Hub and the wider connection from here and everything looks great! No errors or time outs inside the Hubs logs and all of your power levels are where they should be! 

 

Are you still having these issues? If so, how are you connected, wired or wireless?

 

Also, what does the Hubs light sequence indicate when the connection drops?

 

Could you please respond to me here with a recent copy of your Hubs logs for me to compare with the data we have here.

 

Speak soon,

Thanks, 

Adam.


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ALRules
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Message 5 of 6
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Re: Connection constantly dropping

Adam,

It got fixed a day or so later by an engineer somewhere futher down the line and has been fine since.

Thanks for following up.
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Forum Team
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Re: Connection constantly dropping

Hey ALRules,

 

Thanks for the update Smiley Happy

 

Adam isn't in the office right now, so I thought I'd step in and thank you for keeping us in the loop.

 

Glad to hear it's all resolved now.

 

Please let us know if you need help with anything else.

 

Take care.

Heather_J

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