Broadband dropping out and high latency DA5

[mont999]

Hi, I am trying to raise a fault online for my poor broadband connection that shows on the below graph starting around 05:00 9/10.

I've checked all connections and re-started the hub but no change.

Logs from router below showing recent events, 

If somebody could help please with any connection checks this would be great.

0-10-2024 15:51:36	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 5 6 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-10-2024 15:51:36	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-10-2024 15:51:13	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

1	306000000	2.7	41	QAM 256	22
2	138000000	2.9	41	QAM 256	1
3	146000000	3.2	41	QAM 256	2
4	162000000	2.9	41	QAM 256	4
5	170000000	2.8	41	QAM 256	5
6	178000000	2.6	41	QAM 256	6
7	186000000	2.7	41	QAM 256	7
8	194000000	2.9	41	QAM 256	8
9	202000000	2.9	41	QAM 256	9
10	210000000	3.1	41	QAM 256	10
11	218000000	3.2	41	QAM 256	11
12	226000000	3	41	QAM 256	12
13	234000000	2.8	41	QAM 256	13
14	242000000	2.7	41	QAM 256	14
15	250000000	2.8	41	QAM 256	15
16	258000000	3	41	QAM 256	16
17	266000000	3.1	41	QAM 256	17
18	274000000	2.9	41	QAM 256	18
19	282000000	2.9	41	QAM 256	19
20	290000000	2.9	41	QAM 256	20
21	298000000	2.8	41	QAM 256	21
22	314000000	2.6	41	QAM 256	23
23	322000000	2.5	41	QAM 256	24
24	330000000	2.3	41	QAM 256	25
25	338000000	2.3	40	QAM 256	26
26	346000000	2.2	41	QAM 256	27
27	354000000	2.3	41	QAM 256	28
28	362000000	2.4	41	QAM 256	29
29	370000000	2.2	41	QAM 256	30
30	378000000	2.1	41	QAM 256	31
31	386000000	2.2	41	QAM 256	32

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	521	0
2	Locked	41	997908	519867
3	Locked	41	1290154	728186
4	Locked	41	3756284	1151791
5	Locked	41	92754105	15115032
6	Locked	41	96344031	28494165
7	Locked	41	55877376	1789676
8	Locked	41	38265	26
9	Locked	41	3432	22
10	Locked	41	2329	24
11	Locked	41	1278	13
12	Locked	41	1647	19
13	Locked	41	3746	13
14	Locked	41	2066	19
15	Locked	41	788	13
16	Locked	41	632	18
17	Locked	41	311	23
18	Locked	41	217	15
19	Locked	41	571	1
20	Locked	41	1908	6
21	Locked	41	1964	21
22	Locked	41	68	0
23	Locked	41	52	0
24	Locked	41	57	1
25	Locked	40	57	0
26	Locked	41	49	0
27	Locked	41	47	0
28	Locked	41	39	0
29	Locked	41	41	0
30	Locked	41	29	0
31	Locked	41	44	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

41

0.7

631529023

0

3.0 Upstream channels

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

0	49600000	49.5	5120	QAM 64	5
1	43100000	48	5120	QAM 64	6
2	36600000	46.3	5120	QAM 64	7
3	30100000	51.5	5120	QAM 64	8
4	23600000	52	5120	QAM 64	11

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.4

45.2

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

208

74000000

0

0

[jbrennand]

see this..

_________

Can you check first for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.
The "compensation "timer" can also be started on this number if appropriate.

Faults may not be listed on the Area Status web page. Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country. So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you.

If nothing shows on those, try calling it in as a fault - free on 150 (VM line)  or 0345 454 1111 others (national rate). See what they say when they test your connection. If they say it’s a known fault, get a fault reference number.
Or, a VM person should pick this thread up and be able to help but it can take a few days.

[mont999]

Thanks. Tried customer services and they were a nightmare.  Confirmed an appointment time for an engineer over the phone ( was guaranteed the booking time was set) , and then received a message after the call with a completey different inconvenient time. Phoned back and requested to speak to a manager due to the original appointment time no longer being available,  and was them placed on hold for an hour and then cut off! 

The drop in quality of connection matches up with when a bus stop was repaired along the same path as my cable from cabinet runs so hoping it's not been hit.

[jbrennand]

I thought you could change appointment times when you log on to your account?

What is being reported on the fault lines I cited above?  

Because.... if there is a known fault then all Tech visits are "auto-cancelled" until the fault is resolved - sometimes that info isn't conveyed to offshore CS agents

[mont999]

1&2 returned no known faults.

Reported the fault over phone and line tests detected intermittent fault. Engineer visit booked. The link to change appointment just times out ( I have poor mobile data coverage at home too) , but the phone staff advised the only other appointments are now an extra day later than I have been given ( which is later than the original booking I was told was already booked).

[jbrennand]

Ok

If there are any more "missed appointments" you may be able to claim some compensation - see these..

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

[Akua_A]

Hi @mont999 

Welcome back to our community forums and sorry to hear you have been having issues with your service. We are glad to see you have been able to get an appointment booked for this issue. If you still need help to reschedule the appointment, please let us know and we will do our best to help from here.

Thanks,

[mont999]

Hi,

The engineer replaced the external splitter and internal splitter connecting to the Hub 5 yesterday. But the same issue (although very slightly better) remains. Still getting timeouts and connections hanging on all devices both physically connected to the Hub and over wifi. I've tried a reset (10sec button reset) on the Hub and no change. This all started according to BB monitor around 05:00 on 9/10. Link to monitor below . As the logs in the Hub don't go back that far for me now after reset, could it be to some sort of software rollout on the Hub due to the time it started ?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c3ed5ca467b571e7946d5949ec92a981c3... 

[mont999]

Just a bump in case any VM can setup a monitor to see if they can detect the issue. My connection is still unusable since Wednesday last week, I've phoned customer services who have booked another engineer visit in two days time but this is impacting my household a lot. ThanksSnapshot start of fault 9_10https://www.thinkbroadband.com/broadband/monitoring/quality/share/c3ed5ca467b571e7946d5949ec92a981c3... 

[jbrennand · Accepted solution]

Before the Tech visit - can you try a little experiment....

___________________________________________

There is another possibility, there have been several threads on here recently where similar BQM latency/packet loss problems were eventually pinned down to a dodgy piece of connected kit affecting the connection . Bad connectors on ethernet cables, NAS Drives and faulty network switches being high on the list of culprits.
What I advised was... if you run the BQM for 24h to get a picture of the issues (you have done this) - and then unplug all the ethernet cable connections from the Hub and just let it run - overnight is best - then in the morning look at the BQM and see if it has cleaned up. If it has - plug the devices back in one at a time for an hour or two until the problem reappears and that should indicate where to look for what is causing the issues - Start by changing to new good quality ethernet cables, minimum of Cat6a spec.

Examples of this issue...

See message 21 in the first thread, 13 in the second and 5 in the third and 5 in the 4th
https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/p...
https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Connection/td-p/5069984/page/2
https://community.virginmedia.com/t5/Speed/Issues-in-GU22-area/m-p/5400109#M307543
https://community.virginmedia.com/t5/Networking-and-WiFi/BB250-Connection-dropping-frequently/m-p/54...