on 09-09-2021 21:40
Since the weekend, I'm having serious problems with my broadband connection. It can connect to the Internet but the connection is so poor, I can't even get to a website to test speed, and the TV box cannot connect via the hub. (This is using a wired connection.)
Pinging google.com shows 70-80% packet loss.
I have left the hub switched off for some hours, and factory reset it - no difference.
I'm not sure whether the problem is with the hub or the cable to the hub. (There are no outages in the area, and although outages and intermittent connections are frequent, they never last this long.)
Does anyone know how I can get Virgin to look into the problem, perhaps starting by running a few tests from their end? I've tried all sorts of routes in the Kafkaesque Support pages, but can't find a way to log a call.
Answered! Go to Answer
on 09-09-2021 22:37
on 09-09-2021 22:37
on 11-09-2021 22:33
Thanks for the detailed answer, Wise Owl!
I finally found the time to try these things out. I compiled the output from those tabs all in one place, as I've been switching back and forth between routers. It's at the bottom. The only thing the log contains is the lost MDD timeout messages.
I set up a ThinkBroadband monitor, and it appears to show 100% packet loss. (I assume that's what all red means.) So I thought, OK, what happens if I try to ping from my other network (via the Internet)? Perfect replies. Good news - it shows something is working. So just for a laugh, I tried pinging my other router from the Virgin one (this is all via the Internet), but the other router isn't set up to reply, and if it ain't broke, I'm not going to try and tinker with it.
Now the strange but nice thing: my Virgin router seems happy again. Not only can it ping pingable addresses, but I can even use it for browsing. Still getting the MDD timeout messages, but maybe they're always there. I'm hoping all the failed attempts to ping caused some system to reset some connection and this doesn't turn out to be an intermittent problem. At least I know what to try first if it happens again... 😉
Information
-----------
Cable Modem EuroDOCSIS 3.0 Compliant
Serial Number xxxxxxxxxxxxx
Boot Code Version PSPU-Boot 1.0.20.1391
Software Version V2.01.15
Hardware Version 1.03
CA Key Installed
Status
------
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 186750000 Locked
Ranged Upstream Channel (Hz) 32600000 Success
Provisioning State OK Operational
Upstream
--------
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 11 9 10 12
Frequency (Hz) 32600000 46200000 39400000 25800000
Ranging Status Success Success Success Success
Modulation 64QAM 32QAM 32QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 50.25 50.00 50.75 51.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 5 1 0 3
T4 Timeouts 0 0 0 0
Upstream Burst
--------------
Req
(1) Init Maint
(3) Per Maint
(4) Adv Short
(9) Adv Long
(10) Adv UGS
(11)
Modulation Type 16QAM QPSK 16QAM 64QAM 64QAM 16QAM
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 56 640 384 104 104 104
Preamble Value Offset 652 0 0 716 716 716
FEC Error Correction (T) 0 5 5 10 16 5
FEC Codeword Information Bytes (K) 16 34 34 81 223 86
Maximum Burst Size 0 0 0 3 255 255
Guard Time Size 8 48 48 8 8 8
Last Codeword Length Fixed Fixed Fixed Shortened Shortened Shortened
Scrambler On/Off ON ON ON ON ON ON
General Configuration
---------------------
Network Access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode EuroDOCSIS 3.0
Config File
Primary Downstream Service Flow
SFID 61340
Max Traffic Rate 117000047 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps
Primary Upstream Service Flow
SFID 61339
Max Traffic Rate 10500047 bps
Max Traffic Burst 16320 bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 16320 bytes
Scheduling Type Best Effort
Network Log
-----------
First Time Last Time Priority Error Number Description
11/09/2021 20:22:04 GMT 11/09/2021 20:22:04 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:22:04 GMT 11/09/2021 20:22:04 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:21:53 GMT 11/09/2021 20:21:53 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:21:42 GMT 11/09/2021 20:21:42 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:21:42 GMT 11/09/2021 20:21:42 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:21:34 GMT 11/09/2021 20:21:34 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:21:26 GMT 11/09/2021 20:21:26 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:21:12 GMT 11/09/2021 20:21:12 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:20:58 GMT 11/09/2021 20:20:58 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:20:34 GMT 11/09/2021 20:20:34 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:20:14 GMT 11/09/2021 20:20:14 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:20:12 GMT 11/09/2021 20:20:12 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:20:08 GMT 11/09/2021 20:20:08 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:19:56 GMT 11/09/2021 20:19:56 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:19:54 GMT 11/09/2021 20:19:54 GMT Warning (5) 84020200 Lost MDD Timeout
11/09/2021 20:19:52 GMT 11/09/2021 20:19:52 GMT Warning (5) 84020200 Lost MDD Timeout
on 13-09-2021 10:45
Hey @rockhyrax,
Many thanks for your recent post and sorry to hear of the issues you've been having.
How have things been since your latest post? Let us know if you're in need of further assistance and we'll be happy to take a look into things.
Kind regards,
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