Broadband is truly AWFUL

[discontented11]

I have had intermittent but constant disconnects for well over three months and it's just about broken me. Please note I'm not discussing Wi-Fi here, my Wi-Fi is provided by a separate system (I work as a cyber security consultant with a networking background - my home network is running enterprise grade devices). This is WAN connectivity. There is nothing wrong with anything inside my house.

I have had engineer visits (almost daily at this point as I have next day engineer call outs on my contract), re-cabled and re-terminated every cable in my house, complained daily but still have the issues.

It appears that Hub is rebooting / upgrading several times a day. As I'm still working from home this is impacting my work life as well as my out of work activities. Virgin won't give me a new Hub and wont look into anything really. Phone tech support is abysmal.  wth can I do???

[discontented11]

Here's an example of my wonderful connectivity.

[jbrennand]

Lets see if anything shows in the Hub data - can you do this....

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle or top/right of the first page up and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

[discontented11]

Thanks. 

Downstream bonded channels

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

1	331000000	-8.2	38	256 qam	25
2	219000000	-4.4	37	256 qam	11
3	227000000	-4.7	36	256 qam	12
4	235000000	-5	38	256 qam	13
5	243000000	-4.9	40	256 qam	14
6	251000000	-5.2	38	256 qam	15
7	259000000	-6.5	38	256 qam	16
8	267000000	-7.2	38	256 qam	17
9	275000000	-7	38	256 qam	18
10	283000000	-7.2	38	256 qam	19
11	291000000	-7.9	38	256 qam	20
12	299000000	-8	38	256 qam	21
13	307000000	-7.7	38	256 qam	22
14	315000000	-7.7	38	256 qam	23
15	323000000	-7.9	38	256 qam	24
16	339000000	-9	37	256 qam	26
17	347000000	-9	37	256 qam	27
18	355000000	-9.2	37	256 qam	28
19	363000000	-9	37	256 qam	29
20	371000000	-8.9	38	256 qam	30
21	379000000	-9.4	37	256 qam	31
22	387000000	-9.9	37	256 qam	32
23	395000000	-9.7	37	256 qam	33
24	403000000	-10.2	37	256 qam	34

Downstream bonded channels

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

1	Locked	38.6	1413	880
2	Locked	37.6	4637	3640
3	Locked	36.6	2363	1981
4	Locked	38.9	2071	1044
5	Locked	40.3	2150	977
6	Locked	38.9	2210	1872
7	Locked	38.6	1881	1784
8	Locked	38.6	1646	1466
9	Locked	38.6	1164	549
10	Locked	38.9	1076	649
11	Locked	38.6	1223	795
12	Locked	38.6	1234	773
13	Locked	38.6	1389	817
14	Locked	38.9	1410	870
15	Locked	38.6	1208	939
16	Locked	37.6	1389	1051
17	Locked	37.6	1755	1461
18	Locked	37.3	1745	1604
19	Locked	37.6	1672	1039
20	Locked	38.9	1410	792
21	Locked	37.3	1235	411
22	Locked	37.6	1299	547
23	Locked	37.3	1491	797
24	Locked	37.6	1725	1035

[discontented11]

Upstream bonded channels

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

1	53700000	51	5120	64 qam	7
2	46200000	51	5120	64 qam	8
3	39400000	51	5120	64 qam	9
4	60300000	51	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[discontented11]

Network Log

Time Priority Description

28/09/2021 13:37:37	Warning!	RCS Partial Service;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 07:28:34	Warning!	RCS Partial Service;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 13:42:29	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:20:51	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:17:14	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 09:16:20	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 08:02:43	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 01:12:34	Warning!	RCS Partial Service;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 00:00:3	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/09/2021 05:20:53	Warning!	RCS Partial Service;CM-MAC=xx:xx:10:3e:xx:13;CMTS-MAC=xx:xx:5c:a7:xx:xx;CM-QOS=1.1;CM-VER=3.0;

I've removed the login details from the above. Strictly speaking MAC addresses aren't unique but if blanking them out encourages better security practises in others I'm all for that.

Occasionally the logs show a 1/1/1970 date - hints towards a reset. As does the fact my login details revert back to default and WiFi is re-enabled.

[Adduxi]

Downstream power is too low,  spec is -6 to +10 and Upstream is too high, spec is 34 to 51 so you are right on the top.  These need brought into spec by a technician.  You also have noise ingress as shown by the PostRS errors, these should ideally be zero.

[jpeg1]

Your downstream signal levels are below the minimum level, and need resetting.  This should have been fixed during the technician visits.

[discontented11]

Next time it drops I'll get on the phone to book an engineer again. In the meantime is there anything I can do?

[jbrennand]

I have flagged for VM to come here and comment