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lefanu
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Constant Disconnections on a daily basis!

Hello. 
My name is Karol and I have been with Virign for many years.
I have a very big issue with the connection reliability. For more than a week I have many daily disconnections. 

When it happens router seems to be fully operational, yet there is no connection and everything loads endlessly. If it is a bit longer, then you notice Skype is searching for the connection, everything switches off and router lights change. It may be from less than a minute to 10 minutes and longer. On top of that on Firday there was no connection for over 4 hrs, although this was some bigger service fault.

I use a PC on the cable, laptop and phone on Wi-Fi. If there is an issue all decises are affected. I am unable to use the service normally. I am quite unhappy as prices go up way too often, new customers have better deals, but the company seems to forget about the long time customers and the connection reliability. It's not just about the speed.

Modem Initialisation
Stage	Status
Downstream Acquisition	Locked
Primary Frequency	203000000 Hz
DHCP	Complete
TFTP	Complete
Time Of Day	08:04:04
Security	Enabled
Counters T1,T2,T3,T4,Sync,Resets	0, 0, 0, 0, 0, 0
Internet Connection
IP Address	Status
WAN IP Address	removed 
Lease Time Remaining	4 days 04:13:17
Expiry	Thu 16 Feb 12:17
Current Network Time	Sun 12 Feb 08:04
Downstream Channels
Lock Status	Channel ID	Frequency	Modulation	Rx Power	SNR	Pre RS Errors	Post RS Errors
Locked	1	203000000 Hz	QAM256	0.5 dBmV	43.9 dB	11086	615
Locked	2	211000000 Hz	QAM256	0.5 dBmV	43.8 dB	10026	14
Locked	3	219000000 Hz	QAM256	0.1 dBmV	43.9 dB	9824	21
Locked	4	227000000 Hz	QAM256	-0.4 dBmV	43.2 dB	9925	56
Locked	5	235000000 Hz	QAM256	1.5 dBmV	43.6 dB	10029	26
Locked	6	243000000 Hz	QAM256	1.2 dBmV	43.2 dB	10118	0
Locked	7	251000000 Hz	QAM256	0.9 dBmV	43.2 dB	9849	0
Locked	8	259000000 Hz	QAM256	0.7 dBmV	43.2 dB	9990	0
Upstream Channels
Lock Status	Channel ID	Frequency	Modulation	Tx Power	Mode	Channel Bandwidth	Symbol Rate
Locked	3	32600000 Hz	ATDMA	49.0 dBmV	16QAM	6400000	20480 Kbits/sec
Locked	4	25800000 Hz	ATDMA	48.5 dBmV	16QAM	6400000	20480 Kbits/sec
Unlocked	0	0 Hz	Unknown	0.0 dBmV	Unknown	Unknown	0 Kbits/sec
Unlocked	0	0 Hz	Unknown	0.0 dBmV	Unknown	Unknown	0 Kbits/sec

And my device status:

Information
Standard Specification Compliant	EU DOCSIS 3.0
Serial Number	2HA42BUL18AA3
Hardware Version	2.00
Software Version	V2.39.02
CM Certificate	Installed
WAN (Modem) MAC Address	**:**:**:**:**:**
WAN (Router) MAC Address	**:**:**:**:**:**
LAN MAC Address	**:**:**:**:**:**
LAN (Wireless) MAC Address	**:**:**:**:**:**
System Up Time	2 days 17h:17m:27s
Connection
LAN IP Address	192.168.0.1
WAN IP Address	82.32.116.233
Lease Time Remaining	1 days 10h:34m:10s
Expiry	Mon 13 Feb 18:44
Current Network Time	Sun 12 Feb 08:09

Last time it happened was 30 minutes ago. Please don't try to persuade me as there's nothing wrong here as it happened in the past when I called Customer Service. That is why I write in here.
I have checked the cables, restarted router on many occasions and reset it as well.
Please get this sorted asap. 
Thank you in advance.
Cheers
Karol

 [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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Re: Constant Disconnections ona daily basis!

Hi Karol,

Thanks for posting and a big welcome to the community Smiley Very Happy

Sorry to hear about the problems with your connection, it sounds frustrating. I've taken a look and I know this isn't what you want to hear, but I can't see anything standing out in error. Today your Power and SNR levels are fine, there's no time-outs at all since your last reboot and the area is also free of fault. I really want to help so will happily continue to investigate. It might be worth setting up a BQM so we can get more of an understanding of what's happening.

Thanks again for posting,

Take care.

 

 

Heather_J

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Re: Constant Disconnections ona daily basis!

Hi Karol,

Thanks for posting and a big welcome to the community Smiley Very Happy

Sorry to hear about the problems with your connection, it sounds frustrating. I've taken a look and I know this isn't what you want to hear, but I can't see anything standing out in error. Today your Power and SNR levels are fine, there's no time-outs at all since your last reboot and the area is also free of fault. I really want to help so will happily continue to investigate. It might be worth setting up a BQM so we can get more of an understanding of what's happening.

Thanks again for posting,

Take care.

 

 

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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lefanu
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Re: Constant Disconnections ona daily basis!

Dear Heather,

Thanks so much for your answer. I appreciate it.

I understand your answer and perhaps the problem is somewhere between me and th router rather than further.
I did some checking and I realized the connection problem affects only certain services. It is rarely touches the browser but constantly affects other things. I can ping and tracert my router but cannot do that with anything else. I did that test with Antivirus off. Also all the web tools for checking the ports tell me that I am blocked on all ports! I am not sure how's that possible as HTTP must be open as I type this post from my own PC. However there is an issue and I would appreciate help finding it.

For example I cannot connect to Steam nor Battle.net. I can start Uplay, but during the game it cannot connect to the servers. I can however use Putty and Winscp almost all the time. So at this point as you see on the pictures below some services work, some won't. I did not have a problem with the browser for at least 36hrs.

I absolutely cannot figure out what can cause that and I am sure I did not check any settings for long enough. And this happens for more than 2-3 weeks.
Please advise further.

Cheers
Karol

PS. I signed up for the broadband monitor. Will egt back with some data.

 

ping.JPGports.JPGputty.JPGsteam.JPG

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