Really hoping someone can help with an issue I'm having with my broadband, where the connection frequently drops out, perhaps only for a few seconds, but is happening every few minutes continuously throughout the day.
The issue first started on Wednesday 23rd June where my wife and I (who both work from home currently) were seeing connection errors with our work laptops. Both are connected to the router (hub 3) via ethernet using a powerline adaptor. Initially we put this down to a problem with the work network, as it often struggles at points during the day, and thought no more about it.
However, over the course of Thursday and Friday, the drop outs became worse and for longer which made the connection virtually unusable. We also noticed that the drop outs affected ALL devices. We have Sky, a Smart TV and two laptops connected via ethernet, and a host of other devices (phone, tablet etc.) on wi-fi, and the drop outs affected all of them at the same time.
Worth mentioning at this point that we've had Virgin Fibre for 3 years since we moved into the house (it was a new-build with Virgin as the sole supplier of fibre in the area) and have never had a problem. We've also had the same setup (i.e. where the router is located and the devices attached) for most of this time, with the only addition being the powerline adaptor which I added 15 months ago when we first started working from home - again no problems whatsoever until Wednesday. We've not changed anything, nor added any new equipment to the house that may be causing interference.
After following the procedures for rebooting and pin-hole resetting (numerous times) I called Virgin Customer Services, and after a number of calls they arranged for an engineer to attend. He attended on Monday 28th and found a small issue with cable in the street cabinet which he fixed, did all of the tests and was confident the issue was resolved. He also added an attenuator to the cable (don't know what rating).
Unfortunately the issue wasn't fixed and the drop outs continued. I called Virgin again and eventually got them to arrange another engineer (although they refused on the grounds that their systems said everything was fine!). He attended on Wednesday 30th and replaced the router, and fitted a different attenuator. He also did all of the cable tests which he said all passed as expected. To be fair, this does seem to have reduced the severity of the drop outs slightly (i.e. they don't last as long) but, again, they still occur continuously through the day.
I've tried calling VCS back but from the tests they carry out remotely everything looks fine and aren't convinced when I explain that I'm looking at my laptop, phone and ipad as a drop out is happening at the time. The hub never shows any error lights.
I've set up a BQM - I've no idea how to interpret this but I've added it below - to me it looks way too choppy, too much blue and yellow, and there's a number of red points across the top which I assume are the drop outs? I've also added below the logs from the router, which I notice from other posts is something always asked for by the experts on here.
Running the online tests via the Virgin website, some of them pass, some of them fail, with the failed tests telling me to reboot/do pin-hole reset - neither of these make any difference.
Hoping this gives you all the info you need to help me resolve this issue. I really need it fixing as soon as possible as working from home is now really difficult - more so now as work has reduced the number of people allowed in the office due to the delta variant, so I'm now full-time at home!
Well, there's nothing wrong with the power levels etc - they are all within spec. I'm not surprised that teh call centre said that everything looked ok from their end. Indeed the visiting engineer probably saw that all of the levels were in spec and signed it off too..
The post-rs errors are an issue and the BQM is horrible. It doesn't show any full drops, but i can imagine it probably feels like a full drop with a graph like that.. something isn't right. It's not a typical overutilisation graph, however, as they are usually "clean" at offpeak times..
the log is also filled with concerns - the timing sync messages + lots of channel drops.. it'll take someone with more knowledge than me to describe the potential causes to those though..
I've had two engineers. The first identified an issue in the street cabinet where it appeared our cable had been stretched (possibly from another installation) and so he reseated the connection and the power readings he then achieved were coming through more strongly than before, hence why he fitted an attenuator. This didn’t seem to make much difference once he’d left as the issue continued.
The second engineer replaced the router as the one we had was 3 years old and did all of the tests available to him via his various devices. Again, everything seemed to be within spec but the issues continued after he left. I did ask both engineers what would happen if this either of their actions didn’t solve the problem and both advised it could mean a new cable being required or a problem with the cabinet or local service, although none of my neighbours have reported any issues which suggests it’s just my feed.
Since the second engineer replaced the router the drop outs have slightly reduced in severity, that is, they still happen frequently but for less time; the connection re-establishes more quickly so you don’t feel the pain for as long. The drop outs are still every 5-10 mins, perhaps less if multiple devices are being used or it’s a busy time of day.
Until Wednesday last week we’ve never had a problem and we’ve been really happy with the service provided. It does feel like something has changed but the key is finding what the root of it is.