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golec83
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WAN drops

HI Virgin Media Team,

I have been having some difficulties for months now with my broadband connection and would like to ask for some assistance.

Logged a few support tickets over the phone with very little result. Always being told the 'line is fine'.

It seems that I regularly get WAN drops around morning hours and then afternoon (8am - 10am and then around 4pm again). This is quite annoying as I'm working from home and rely on the broadband heavily.

 

In order to try and put some meat on my findings I created an account on thinkbroadband which shows dropped pings around those times.

Screenshot below, can someone advise if this is something that needs an engineer visit or maybe a hub replacement? The setup is not an utterly old one, new house, cable installed around 2 years ago. Hub's around that age too (SuperHub 2ac). I've done factory reset already, I'm not on WiFi, etc. From the point of view of Hub , I can see it loses the WAN IP for few seconds, half a minute and then the connection reestablishes.

Ping monitor last 24 hoursPing monitor last 24 hours

 Also some dumps from Network status page

Uptime of hub, 4 days., T3 errors - 317, quite a lot of errors post Reed-Solomon error correction.

Counters T1,T2,T3,T4,Sync,Resets000,000,317,000,000,000

 

 

 

Post Reed-SolomonPost Reed-Solomon

 

 Any ideas?
Thanks,

Krzysztof

 

 

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Re: WAN drops

Hi Nat_J!

With great relief I want to confirm that the engineer has done a sterling troubleshooting job this time (long story short, apparently a rusted connection tip in the cabinet outside, replaced, root cause - too much humidity in cabinet.. Way too much as my connection has only been setup 2 years ago!). Also reduced the signal power (dBmV) from 10-11ish to around 6.

Result - not a dropped ping since the weekend, absolute relief and one more happy customer.

Also, many many thanks for helping me out Nat_J, I've bounced off phone support so many times and you've been spot on from day one.

Have a great life !

Krzysztof

 

 

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Re: WAN drops

Sorry to hear about this golec83,

 

I can see a high number of timeouts present via the equipment, with no evidence of any network trouble.

 

I'd like to arrange an engineer visit to investigate this further.

 

I've sent you a private message so that we can chat some more,

 

Nat_J


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Re: WAN drops

Hi Nat,

I have to contact you again unfortunately. The problem seems to be still present. What has happened since our last conversation:

 

1. The engineer arrived, did not know much about the issue, decided to replace the router with Hub 3.0. Also told me there is going to be Virgin Infrastructure refresh in few weeks' time and to give it until then.

2. Router was behaving ok'ish, although my ping tester seems to be showing it's a bit worse than the previous one, but all in all it did not seem to have improved anything , probably gotten a bit worse even..

3. I waited until the Virgin maintenance was done, which did happen few weeks' later.

4. Currently I'm still experiencing multiple network drops daily and as I have to work from home, this gets to a point where I have to ask for assistance again. Is there any chance my signal is too strong or something along the lines?

 

Today's dropToday's drop

 

 

 

 

Upstream info after recoveryUpstream info after recovery

 Downstream info after recovery:

Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 187000000 10.8 40.9 256 qam 3
2 323000000 6.9 40.3 256 qam 20
3 315000000 7 40.3 256 qam 19
4 307000000 7.1 40.3 256 qam 18
5 299000000 7.4 40.3 256 qam 17
6 291000000 7.5 40.3 256 qam 16
7 283000000 7.6 40.9 256 qam 15
8 275000000 7.9 40.3 256 qam 14
9 267000000 8 40.9 256 qam 13
10 259000000 8.3 40.9 256 qam 12
11 251000000 8 40.9 256 qam 11
12 243000000 8.1 40.9 256 qam 10
13 235000000 8.5 40.9 256 qam 9
14 227000000 9 40.3 256 qam 8
15 219000000 9.1 40.9 256 qam 7
16 211000000 9.5 40.9 256 qam 6
17 203000000 9.5 40.3 256 qam 5
18 195000000 10.1 40.3 256 qam 4
19 179000000 10.9 40.9 256 qam 2
20 171000000 11.3 40.9 256 qam 1

Ping test from outside last 4 days:

TodayToday

 

 

YesterdayYesterday

 

 

2 Days ago2 Days ago

 

 

3 Days ago3 Days ago

 

Help? Smiley Happy

Krzysztof

 

 

 

 

 

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Re: WAN drops

Sorry to hear about the continued trouble Krzysztof,

 

I've checked this for you and I'm unable to receive any readings via your equipment at the moment.

 

Has your connection been disabled at all?

 

Nat_J

 


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Re: WAN drops

Hi Nat_J,

No, when the engineer replaced the router, my external IP has changed.

I'll forward you the details via PM.

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Re: WAN drops

Thanks for this, Smiley Happy

 

Just checked the equipment levels for you and I am seeing some very high timeouts developing at the moment, considering this was only last refreshed yesterday.

 

I'd like to arrange a follow-up visit for you regarding this.

 

I've sent you a private message so that we can chat some more,

 

Nat_J


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golec83
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Re: WAN drops

Hi Nat_J!

With great relief I want to confirm that the engineer has done a sterling troubleshooting job this time (long story short, apparently a rusted connection tip in the cabinet outside, replaced, root cause - too much humidity in cabinet.. Way too much as my connection has only been setup 2 years ago!). Also reduced the signal power (dBmV) from 10-11ish to around 6.

Result - not a dropped ping since the weekend, absolute relief and one more happy customer.

Also, many many thanks for helping me out Nat_J, I've bounced off phone support so many times and you've been spot on from day one.

Have a great life !

Krzysztof

 

 

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Callinder
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Re: WAN drops

I was going to reply but I see your problem is under control. Deleted my response but it insists I now write something.

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