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Broadband drops when it rains

Just been on the phone to Virgin Media as our internet connection drops out regularly when it rains. I was told that Virgin Media aren't responsible for 'natural calamities' and it was 'surprising' that I didn't know that every service provider across the world drops out a bit when it rains. 

We live in the UK. It rains.

Whilst I agree that rain is not Virgin Media's fault, it can hardly be classed as a natural calamity. I'm guessing there is a more technical reason for this like rain getting into the street box somewhere ... perhaps this can be investigated?

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Re: Broadband drops when it rains

They do talk some tripe to get rid of people.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may not be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK - you can post the link straight away.

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click Post again.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 3 of 9
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Re: Broadband drops when it rains

I can understand old copper lines being less effective when it's wet as the insulation breaks down over time and water can interfere with the signal considering they were only ever meant for voice - you'd get some cracking on the line but nothing major, but that can severely impair high speed connections and can even cause them to drop.

Virgin media lines can also be susceptible to interference and you can tell if this is the case from your modern logs as it'll typically state a large number of post rs errors. Support can check this for you but typically don't. You can check it easily yourself however.

Edit. The above post shows how to do it perfectly. 

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Re: Broadband drops when it rains

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0bfa473fbaf1276868d468c5f171e0fa43...

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

11387500005.840256 qam1
21467500005.540256 qam2
31547500004.940256 qam3
41627500004.640256 qam4
51707500004.540256 qam5
61787500004.140256 qam6
71867500004.340256 qam7
81947500003.240256 qam8
9202750000340256 qam9
102107500002.540256 qam10
11218750000240256 qam11
122267500002.240256 qam12
132347500001.440256 qam13
142427500000.940256 qam14
15250750000140256 qam15
16258750000040256 qam16
172667500000.440256 qam17
18274750000040256 qam18
19282750000-0.740256 qam19
20290750000-0.740256 qam20
21298750000-140256 qam21
22306750000-1.440256 qam22
23314750000-140256 qam23
24322750000-1.438256 qam24



Downstream bonded channels

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

1Locked40.314760
2Locked40.99410
3Locked40.3170736
4Locked40.922600
5Locked40.926730
6Locked40.333680
7Locked40.934340
8Locked40.349370
9Locked40.357200
10Locked40.386680
11Locked40.398940
12Locked40.991800
13Locked40.3150070
14Locked40.3197570
15Locked40.3170490
16Locked40.3248100
17Locked40.3322660
18Locked40.3369790
19Locked40.3534280
20Locked40.3422870
21Locked40.3478850
22Locked40.3567040
23Locked40.3432740
24Locked38.9450240




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Re: Broadband drops when it rains

Upstream bonded channels

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

1394000294.85512064 qam10
2462000005512064 qam9
3602999415.075512064 qam7
4537000005.075512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

01/08/2020 09:41:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 08:05:39ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 06:09:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 19:07:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 07:32:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 23:19:37ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 16:22:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 13:23:14ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 02:53:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 20:36:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 16:24:23ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2020 12:28:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2020 11:28:53ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2020 05:27:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 15:24:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 15:22:20ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 10:26:58ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 08:25:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 05:31:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 00:01:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Broadband drops when it rains

Your stats aren't bad although 3 of your upstream channel power levels are very close to maximum.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Broadband drops when it rains

Hi Mike,

I thought I'd posted a link in the answer above. Above the stats table. Let me know if you need something more.

Thanks for all your help with this.

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Re: Broadband drops when it rains

Is the box attached to your home in good condition?

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Re: Broadband drops when it rains

Hi there @RebeccaQ

 

Cheers for joining our Community and for your first post here - I was sorry to understand that you're having some issues with your broadband - especially when it rains. This usually happens if there is damaged to the box on the front of your home as all our cables are underground. If the issue was with the cabinet, more customers from the same area would also have the same issue. 

 

Thanks for posting the BQM - I can see it above. Even though it only covers a few hours, it's looking fine - no drop outs are showing at all. Did you experience any issues during the time the BQM was running? 

 

I have managed to locate the account from your forum information in order to go through a few checks for you. I can see that it has been around 10 days since you last rebooted. There are no known area issues in your region and no faults showing. No errors are showing on your systems either. All signal levels are within the parameters we would expect for you package. 

 

After checking your connections, I can see that one device is too far away from the Hub at the moment and this is causing some connection issues. You may either wish to change the frequency the devices is on or move it closer to the hub. 

 

You also have a lot of devices all connected to the WiFi for your package and none are connected via Ethernet. Most of the WiFi connections are very strong apart from the one that is too far away. There are also a couple that have a low signal strength. 

 

Take a look at what devices you have and if they all need to be connected - see if all of your devices are dropping out at the same time and let us know if you're seeing the same issue on a direct wired connection. 

 

Cheers

 

 

Katie - Forum Team


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