Forum Discussion

Dan240v's avatar
Dan240v
Tuning in
2 years ago

Extremely unreliable and laggy Internet for ~1 month now

Hey, I have been experiencing extreme lag almost all day but especially from around 3pm onwards, All devices wired and wireless, usually all evening. Have done all the usual cable checks etc. Can't seem to get an idea of what is happening myself from the router or anything like that. Virgin broadband checker says there's no issues in my area but when I click still experiencing issues I get given the: "Looks like there’s an intermittent signal issue in your area". It has said this for weeks every time I check with no status changing. Will post router stats and BQM below, seem to be getting lots of packet loss and huge spikes, the internet doesn't seem to drop but is really quite unusable a lot of the time, please help! 

Power levels:

Downstream bonded channels

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

1139000000-1730256 qam1
2147000000-17.229256 qam2
3155000000-17.329256 qam3
4163000000-16.830256 qam4
5171000000-16.530256 qam5
6187000000-1631256 qam7
7195000000-15.831256 qam8
8211000000-15.531256 qam10
9219000000-15.331256 qam11
10251000000-1532256 qam15
11259000000-14.532256 qam16
12267000000-13.333256 qam17
13275000000-12.434256 qam18
14283000000-12.234256 qam19
15291000000-12.234256 qam20
16299000000-12.234256 qam21
17315000000-12.435256 qam23
18323000000-12.534256 qam24
19339000000-12.734256 qam26
20347000000-1334256 qam27
21355000000-13.434256 qam28
22363000000-13.833256 qam29
23371000000-1433256 qam30
24379000000-14.733256 qam31

Network Log

Time Priority Description

   
   
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2024 20:15:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2024 20:15:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2024 20:15:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2024 20:15:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2024 20:15:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2024 20:15:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2024 20:14:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2024 00:16:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2024 00:16:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2024 22:43:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2024 22:43:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2024 21:07:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2024 21:03:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2024 21:03:34Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2024 21:02:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2024 21:02:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2024 21:01:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Most days look very similar to these graphs:

15 Replies

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  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    2 years ago

    Call it in as a fault. Your downstream power levels are far too low and you have lots of post RS errors on some of the downstream channels. 

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    First thing to do, though, is to check that your coax cable into the Hub is tightly screwed in.  Let us know.

    Those power levels are too low for any realistic broadband access to operate.

    Tje Forum Team will arrange a technician when you’ve confirm,ed that the coax cable is tightly screwed in (also at any splitter that feeds your Hub).

     

     

     

     

    • Dan240v's avatar
      Dan240v
      Tuning in
      2 years ago

      Yeah all cables seem fine to me, I had a power level issue last year too where the technician removed my attenuator and said that the connection out on the street was corroded to pieces so he replaced that so not sure why its gone like this again so soon. Guess I will call it in after the weekend or hopefully the forum team get around to it in here. Cheers all.

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for reaching out to us Dan240v, and welcome back to our Community Forums!

        Sorry to see the fault you're currently experiencing.

        I've been able to look into the local area for any outages present, but there doesn't appear to be any currently at play.

        When then running a flow on your router, our diagnostics on your home network and router have not found any issues that could account for connection drop-outs. 

        This means that the issues are most likely due to the equipment being used in the home.

        All of the available checks have been performed on our network, however, you can also view the service status to keep tabs on any outage that do come into platy in your area

        Additionally, it is beneficial to reboot both your Hub and devices occasionally to help maintain a healthy network connection

        Thanks

        David_Bn

    • Client62's avatar
      Client62
      Alessandro Volta
      2 years ago

      This suggestion will not correct the power levels.

      Unless you have a 12 - 15dB attenuator that can be removed an engineer is required.

      It might be worth a call to 0800 561 0061 to see if this large power anomaly is a known fault for your street.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    It wouldn't half be useful if the Forum Team paid attention to the evidence that the OP provided.

    The specific first thing I would want to read is that the power levels are all in range.  That would pay respect to the stats you've presented.

    As for rebooting your devices - load of nonsense unless the devices had very bad software, which the hub doesn't in this sense.

  • Dan240v's avatar
    Dan240v
    Tuning in
    12 months ago

    An update: Technician came, agreed the connection was terrible and was surprised our internet was even online. He then called for another technician to come sort out the power levels. I believe the second guy actually went to a few street boxes because I saw him drive off from ours and could see him doing multiple maintenance requests in the logs around 20 mins apart from each other. Anyway here are the current levels :

    MUCH MUCH better and have had zero issues since the fix on Wednesday. Mostly just posting this so I have evidence if it happens again or if it helps someone else (hopefully avoid useless off and on again advice for others), but thanks for the help all. 😀

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

      Hi Dan240v, 

      Thanks for updating us on this, I am so glad the two technicians were able to fix this broadband problem for you!

      If you do start to experience issues again then you know we're always here to help 🙂
      Thanks,

      Megan