Forum Discussion

umbr3lla's avatar
umbr3lla
Joining in
11 months ago

Daily Broadband Outages for the last moth

Hi.  I frequently experiencing daily broadband outages which last about a minute or two.  This happens at least twice a day and it's getting really frustrating .

I have been through all the diagnostic steps and tried the usual rebooting of my Virgin Superhub etc. I have also seen other reports on here of people suffering the same issues as mine but none seem to show how to resolve the issue.

See the attached log of the last outage.  This is what I am seeing posted often on the forums.

Any help would be appreciated.

Thank you

25 Replies

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    11 months ago

    Please post a full set of stats as detailed below: 

    How to get stats from a VM hub (no need to logon to the hub)

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.
    • umbr3lla's avatar
      umbr3lla
      Joining in
      11 months ago

      Here are my logs:

      Downstream:

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

      12030000006.538256 qam9
      22110000006.538256 qam10
      32190000006.538256 qam11
      42270000006.538256 qam12
      52350000006.638256 qam13
      62430000006.538256 qam14
      72510000006.538256 qam15
      82590000006.538256 qam16
      92670000006.538256 qam17
      102750000006.538256 qam18

      Upstream:

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

      13660000045.8512064 qam3
      24310000046512064 qam2
      33010000045.8512064 qam4
      42360000045.3512064 qam5
      54960000046.5512064 qam1

      Networking Log as per the first screenshot.

  • Zach_R's avatar
    Zach_R
    Forum Team (Retired)
    11 months ago

    Hi umbr3lla,

    Thank you for your posts and welcome back to our community forums. We're here to help.

    I'm so sorry to hear of your recent connection issues. I've checked over things on our systems and I'm unable to detect any faults currently. How are things for you today? Any better?

    Thanks,
     

    • umbr3lla's avatar
      umbr3lla
      Joining in
      11 months ago

      Hi Zach,  I've not had any disconnects since May 19th and it's been fine so far.  But before that I had frequent disconnects on May 12th and May 17th from looking at my logs.

  • umbr3lla's avatar
    umbr3lla
    Joining in
    10 months ago

    It appears my daily occurrence of outages has returned.  It always appears to be in the evenings where I am experiencing loss of service as seen from my Unifi logs below.   Do I require an engineer visit to resolve this?

  • umbr3lla's avatar
    umbr3lla
    Joining in
    10 months ago

    Outage again today.  This time around complete full loss of service.  This is now becoming daily.

    • Megan_L's avatar
      Megan_L
      Forum Team (Retired)
      10 months ago

      Hi Umbr3lla,

      Thanks for posting on our Community Forums, sorry you're having this reoccurring issue with your internet connection!

      I've gone ahead and checked your services on my side and have ran a diagnostic test, your Hub is running out of spec and will need fixing via an engineer visit. 

      I'll send you a PM now so we can get that booked in 👨‍🔧

      Speak soon!

      Meg

      • umbr3lla's avatar
        umbr3lla
        Joining in
        10 months ago

        Hi, I had an engineer visit and replace my old superhub3 with another superhub3 on Friday 28th June. So far it seems to be running fine and stable but it's only been a couple of days.  According to your tests does it appear that I am still having issues with my modem?

    • Megan_L's avatar
      Megan_L
      Forum Team (Retired)
      10 months ago

      Thanks for chatting with me Umbr3lla.

      I'm really glad we managed to get this fixed for you.
      If you need anything else please let us know!

      Thanks,

      Meg

    • Megan_L's avatar
      Megan_L
      Forum Team (Retired)
      9 months ago

      Hi Umbr3lla, 

      Thanks for messaging me again in a PM, as we don't need to be within the private space for this kind of issue, please could you pop your BQM graph and extra details here and we can continue chatting 🙂

      Thanks,

      Meg

      • umbr3lla's avatar
        umbr3lla
        Joining in
        9 months ago

        Hi,

        Here is my BQM graph from today:

        It's the same experience I am experiencing from 4pm to 8pm where I'm constantly getting periods of disconnect that occur daily.

  • umbr3lla's avatar
    umbr3lla
    Joining in
    9 months ago

    My daily outages are back.  This has been on-going for the past 4 days so it;s clearly not just a one off.  See below of my broadband quality monitor for the past 24 hours.

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      9 months ago

      Hi umbr3lla, thank you for your response.

      In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

  • umbr3lla's avatar
    umbr3lla
    Joining in
    9 months ago

    To update this thread the Virgin engineer visited today and just swapped the Superhub3 and replaced it with a Superhub5 to see if that resolves the issues with daily outages.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      9 months ago

      Thanks for keep us posted on this umbr3lla 

      Hopefully the new Hub 5 will resolve this, but if you find you need any further support or have any further issues at all. We'll be here to help on the community forums if needed :). 
       

      • umbr3lla's avatar
        umbr3lla
        Joining in
        9 months ago

        After 2 modem swapouts by engineers, the latter being swapped for a superhub 5 the outages from 4-8pm have started again.  I don't believe this was ever a modem issue but possibly to do with infrastructure.

        BQM for today below:

        It seems the issues I have been experiencing ever since joining Virgin 6 months ago cannot be resolved.  What are the next steps that I can take as I'm currently paying for an intermittent service without any forms of reimbursement so far.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    8 months ago

    They never explain why they want you to go into router mode for their “tests”.  My professional view is that the only “additional test” they can perform in router mode is to check whether or not noise levels have fallen - in case your equipment is inducing noise - in which case it would be doing it all the time.  So, a pointless request with which you may have to cooperate or argue away.  Bad, isn’t it?

    • umbr3lla's avatar
      umbr3lla
      Joining in
      8 months ago

      Agreed, it is poor. 

      I was requested to put the modem back into "modem mode" previously which I did do and that never resolved the problem.  It's clear that there is an underlying problem somewhere.

      • Ashleigh_C's avatar
        Ashleigh_C
        Icon for Forum Team rankForum Team
        8 months ago

        Thank you umbr3lla we do need the Hub to be in Router Mode in order to run full checks on our side. 

        Are you able to do this and confirm when it has switched?