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Benmorgan86uk
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Message 1 of 19
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Connection disruption

Deep Breath* Okay...

Since 22/03/2017 I have been experiencing significant disruption to my broadband service, I have spoken to 150 more than my partner and child over the last few weeks and have had 2 engineers visit.

I am getting CONSTANT T3 and T4 timeouts (at last average was around 26 a day for varying durations) and my power levels (I was told by the engineer) look okay except for spikes when it starts/stops working, I forget which.

The first engineer said that they suspected this was because my neighbours Virgin connection had been connected to our drop cable via a basic coaxial splitter and that this can happen when a cable from the pit to the house is not working, an engineer may connect to another drop cable. I was informed that this is usually followed by a repull of the cable to the property but they attached a new coax connector and everything was wonderful that day.

Unfortunately when the neighbours came home from work, the connection started dropping again, which prompted the next call to 150, I was told that an engineer would need to visit the property to check things, my partner was home this day and was told that it wouldn't be the cable to the neighbours property because a coaxial splitter means that both properties would get 100% of the signal (not convinced but c'est la vie)

They did 'Something' in the pit and left it at that (cannot confirm what, I couldn't negotiate another day off work to be home for this one)

Losing hope, I started monitoring the connection with BQM on 31/03/2017.

I phoned 150 yesterday and was told to keep an eye on my connection over the next 7 days (not quite sure how one would normally do this, but I check BQM fairly regularly) and see if it improves.

I phoned 150 again today as I am losing the will to live with my internet connection at the moment and was told by the automated system that they would do checks for the next 10 minutes and to reboot my router (by the point I wasn't sure whether to cry or swear but given the 3 year old being stood next to me, I decided neither would be a great approach)

I am trying to take this as a small blip in a grander picture, but with results like the below, I am struggling 

02-04-2017.png03-04-2017.png04-04-2017.png 

It has been 2 weeks since I last had a stable connection, please, someone, anyone, make my Netflix work again (note, Netflix is in no way related to the dropouts, the internet goes off regardless of activity on my part)

Help, I need an adult!

I would love to know when my neighbours are getting re-connected to their own drop cable, but I suspect no-one at Virgin can tell me that, this has already cost me time, a fair bit of mobile data, and my sanity with a 3 year old who doesn't understand why they're not ever allowed on YouTube, but learning the lyrics to the hold music on 150 has kept things light (never been a Robbie Williams fan, who knew he made such catchy songs)

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Superuser
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Message 2 of 19
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Re: Connection disruption

Assuming you havent bludgeoned a 1st line support operative and smeared their entrails across your screen....those are the actual BQM's?

I diagnose there is something wrong.

Actually the coax splitter and both getting 100% is right, provided power levels are in spec- so lets check those first...

So we can help us to help you, can you

Go to your Superhub Log in screen

Do NOT log in.

Little button top right.....


Can you post Upstream, Downstream and Network logs.



Screen caps are nice, C&P will do- Don't stress about formatting if you C&P. Someone will get a look and see if there's anything obvious amiss.


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Benmorgan86uk
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Message 3 of 19
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Re: Connection disruption

Well, that didn't take long.

new log entry

2017-04-05 22:25:56.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Router light went Green, then flashing green, back to white, took a while to setup.

It's like the router is reconfiguring of its own accord.

Should state that this is a SH3 (only been with Virgin a few months) but apparently my model has been discontinued/there is a newer model.

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Superuser
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Message 4 of 19
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Re: Connection disruption

There is only one model of HUB3. There is a black one and a white one, but internally they are identical.

Post the power levels (upstream and downstream) from the interface and lets see where we go from there..

 


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Benmorgan86uk
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Message 5 of 19
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Re: Connection disruption

Unfortunately every time the router has a "moment" I lose complete network access as well which limits my ability to pull logs (this only started happening after the 2nd engineer visit)

First "Sub Optimal" Power Reading

Upstream bonded channels

Channel ID

Frequency(Hz)

Mode

Power
(dBmV)

Modulation

Channel Bandwidth(Hz)

Symbol Rate (ksps)

34

30200000

ATDMA

44.8

64 qam

6400000

5120

 

Downstream bonded channels

Channel

Frequency(Hz)

Power
(dBmV)

SNR
(dB)

Modulation

Channel ID

1

307000000

-6.7

35.7

256 qam

22

2nd "Sub Optimal" Power Reading

Upstream bonded channels

Channel ID

Frequency(Hz)

Mode

Power
(dBmV)

Modulation

Channel Bandwidth(Hz)

Symbol Rate (ksps)

37

36800000

ATDMA

55

64 qam

6400000

5120

Downstream bonded channels

Channel

Frequency(Hz)

Power
(dBmV)

SNR
(dB)

Modulation

Channel ID

1

307000000

-4.7

36.6

256 qam

22

Current working config

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

3923600000ATDMA4632 qam64000005120
3830200000ATDMA4664 qam64000005120

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

12670000002.537.6256 qam17
23230000002.736.6256 qam24
33150000002.737.6256 qam23
43070000002.737.3256 qam22
52990000002.737.3256 qam21
62910000002.537.3256 qam20
72830000002.237.3256 qam19
82750000002.437.3256 qam18
92590000002.537.3256 qam16
102510000002.237.3256 qam15
11243000000237.6256 qam14
122350000002.237.3256 qam13
132270000002.437.6256 qam12
142190000002.237.3256 qam11
15211000000237.6256 qam10
16203000000237.3256 qam9
17195000000237.6256 qam8
181870000001.937.3256 qam7
191790000001.937.3256 qam6
201710000001.737.6256 qam5
21163000000237.3256 qam4
22155000000237.6256 qam3
231470000002.237.3256 qam2
241390000002.237.3256 qam1
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Superuser
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Message 6 of 19
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Re: Connection disruption

Ill get staff to run checks their end.

-6.7 and 35 SHOULD work, but if the connection is dropping theres something up.

 


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Benmorgan86uk
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Message 7 of 19
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Re: Connection disruption

Much appreciated, I am really keen to get this back to former glory.

I am never quite sure if 2 weeks is enough time to expect this to have turned around (little note to staff, some expectation management would be wonderful) I just miss having a trusted internet connection.

Mobile signal isn't great here, looking forward to having reliable WiFi back rather than slow 3G but I must confess that my faith is deteriorating
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Benmorgan86uk
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Message 8 of 19
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Re: Connection disruption

Another 17 disconnections since midnight. Can Virgin offer any update as I am absolutely pulling my hair out! I phone 150, 1st line checks change nothing, engineer gets called, I then have to negotiate half a day off work to be told there is nothing wrong, rinse and repeat.

2 and a half weeks of this, it's become the oldest joke in my office now. What can I even do? I am tied into a contract, not getting a stable service, I am doing all the chasing, I am paying for things like Netflix that I can't use, going through mobile data like a bat out of hell, and I am also paying for the internet connection which falls over more than your average professional footballer.

Apologies, I have to vent, I feel like Virgin are not taking this seriously at all.

Please, someone, anyone, give me some hope and some strength with this. Someone tell me this will get fixed eventually
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Superuser
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Message 9 of 19
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Re: Connection disruption

It will get fixed eventually...

To expand on your posts...

The "sub-optimal" levels look to be before HUB has acquired its channel set. That is to say HUB drops, you log into the interface and pull the stats, hub is still coming up.

It the "why its dropping off in the first place" we need to ascertain- especially as the acquired channel set looks fine.

BQM says the same thing, hub is dropping out completely and its taking it some time to come back up. Could be symptomatic of noise ingress and to be blunt its likely to be a long haul to a fix, but you are in the right place at least.

I flagged your posts last nigh for staff but depending on workload it can be a couple of working days till its gets allocated to an appropriate team member. And again to be blunt you will waiting for a senior staff member to get it allocated as its clearly not a simple fix. Ill escalte agaion for you, just to check its in processing for a more technical bod to pick up.

 

 


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Benmorgan86uk
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Message 10 of 19
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Re: Connection disruption

Just an update, after losing my rag with it, I phoned 150 and said this has been an ongoing issue that felt like it wasn't moving. The guy on the phone agreed with noise ingress and has booked an engineer to come out.

I mentioned that my neighbour is connected to our drop cable and that I had copied the logs and set up BQM, he said that when an engineer arrives here to not take anything else for an answer.

Engineer is booked for Saturday morning (I believe this would be a week tomorrow) but the guy seemed quite knowledgable.

I guess watch this space...
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