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Intermittent internet connection EH10 Area

So this morning my connection to the internet has been intermittent between 0815 and now. Is there any work going on in this area?

Co-incidently last night I requested the upgrade from 'Up to 50Mb/s' - which I was led to believe would be free, but I see my bill has gone up this month.

Anyway, since I'm paying more, I thought I'd just prompt you to deliver the extra service, but this morning the system is all over the shop! That is it's not working reliably.

 

 

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Message 2 of 26
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Re: Intermittent internet connection EH10 Area

So the system went down before I could type this - whatever is going on is - is still going on.

Here is my superhub status

 

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8 203000000 Hz 211000000 Hz 219000000 Hz 227000000 Hz 235000000 Hz 243000000 Hz 251000000 Hz 259000000 Hz Locked Locked Locked Locked Locked Locked Locked Locked 1 2 3 4 5 6 7 8 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 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 4.3 dBmV 4.0 dBmV 3.7 dBmV 3.2 dBmV 4.6 dBmV 4.4 dBmV 5.0 dBmV 4.6 dBmV 42.5 dB 42.5 dB 41.9 dB 41.9 dB 41.9 dB 41.9 dB 41.9 dB 41.8 dB

Frequency (Hz)
Lock Status(QAM Lock/FEC Sync/MPEG Lock)
Channel ID
Modulation
Symbol Rate (Msym/sec)
Interleave Depth
Power Level (dBmV)
RxMER (dB)

 

 

Upstream   US-1 US-2 US-3 US-4 2.0 2.0 N/A N/A 5 4 N/A N/A 31000000 Hz 37600000 Hz N/A N/A Success Success N/A N/A QAM16 QAM16 N/A N/A 5120000 5120000 N/A N/A 128 128 N/A N/A 50.8 dBmV 50.5 dBmV N/A N/A 0 0 N/A N/A 0 0 N/A N/A 149 149 N/A N/A 0 0 N/A  

Channel Type
Channel ID
Frequency (Hz)
Ranging Status
Modulation
Symbol Rate (Sym/sec)
Mini-Slot Size
Power Level (dBmV)
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts
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Superuser
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Message 3 of 26
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Re: Intermittent internet connection EH10 Area

FYI Everybody's bill went up this month (unless you spoke to retentions) as a price rise kicked in on the 1st of November, it was not triggered by you requesting the free upgrade.

Your downstream power levels look OK, the upstream levels are very close to the maximum recommended which is 51dBmv.  If those levels are fluctuating higher then that could easily result in the hub disconnecting from the VM network.

Could you post the network log to see if that shows anything significant?

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

 

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davethegeo
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Message 4 of 26
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Re: Intermittent internet connection EH10 Area

Same issues here in EH13. The broadband has been appalling for a month - constantly dropping out. Any phone call to technical support is fruitless as they seem limited to advising me to switch the router off then on again. Grrr.

Dropped out this morning just after 8am for 20 mins or so. I suspect some work has been done in the area that is unresolved.

I feel your pain. Virgin does not seem to.

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Message 5 of 26
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Re: Intermittent internet connection EH10 Area

Hi Steve,

Thanks for your reply. I was in the middle of replying to you and it dropped out again. The network logs ...

Obviously, it's back now. But for how long, who knows ..

Network Log
First TimeLast TimePriorityError NumberDescription
 16/10/2016 11:03:23  16/10/2016 11:03:23  Critical (3)  82000700  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 16/10/2016 10:59:47  16/10/2016 10:59:47  Critical (3)  82000200  No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 16/10/2016 10:58:57  16/10/2016 10:58:57  Critical (3)  82000500  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
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Message 6 of 26
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Re: Intermittent internet connection EH10 Area

davethegeo: "Same issues here in EH13. The broadband has been appalling for a month"

It's not been that bad here, this morning it's been really noticable. The wife periodically complains about the ondemand TV, so it may be that I haven't noticed.

 

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Message 7 of 26
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Re: Intermittent internet connection EH10 Area

Steve? I dinna ken who Steve is Smiley Wink

The timeouts in the log and the borderline upstream power levels would suggest to me that an engineer visit is required to bring the upstream power levels down to a safer level.

You can call VM and try to book a visit or wait for the forum staff to pick up this thread and they can help you book a visit or advise if there are any known issues in your area.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Message 8 of 26
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Re: Intermittent internet connection EH10 Area

Scott, sorry man, the system has been up and down  this morning. So I was a bit rushed when replying, it dropped out after my last reply so I went out for a couple of hours. Anyway, it's looking a bit better now. I have spoken to the VM support, a very nice Welsh ( by the sound of her ) lady, which makes a change.

So, I've got an engineer appointment for next week, yes, next week! Don't know weather to laugh or cry at that. Anyway, at the moment things seem a bit more stable, ( been in the house for about twenty minutes ) - so we'll see how things go.

Just checked the speed of the connection and it's now 75Mb/s down and 4- 5 Mb/s up. I think it's been related to the upgrade they made last night.

Anyway, thanks for your feedback.

Regards

 

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Message 9 of 26
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Re: Intermittent internet connection EH10 Area

@LPA No worries I have been called far worse Smiley Very Happy

Glad to hear you have managed to get a visit booked, shame it isn't sooner.  The staff in Swansea are usually pretty good, that is where the forum team are based.

I have had a few speed upgrades over the years and never had one cause any issues with connectivity so far, apart from a hub restart to pick up the new speed config, so I'd be surprised if it is related.  If your wife has been having issues with other services then it is probably worth mentioning that to the engineer and getting everything checked while they are on site.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Message 10 of 26
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Re: Intermittent internet connection EH10 Area

Scott: "I have had a few speed upgrades over the years and never had one cause any issues with connectivity so far"

Well, it seemed to be too much of a coincidence.  But well, that's maybe all it was.

Anyway, things have been pretty solid this afternoon. So, I'm a happy puppy again.

Thanks for your helpful suggestions.