Broadband to be down for 6 days?

[DioH]

Heya folks. Started experiencing massive internet problems yesterday. Did the usual tricks, reset the hub. Checked all the connections. Even reset the hub. Download speed is fine, upload speed is non existent.

Service status is saying nothing is wrong. Did the online trouble-shooter and was presented with a splash page saying there are problems in my area, and to check back for updates. I work from home so needed something more concrete then that.

Called up, presented with another automated message and no option to speak to a human being. Eventually managed to brute force my way through using my mobile phone. Got through to the call centre, the lady was as helpful as she could be. Issues understanding her not withstanding, as I'm sure my accent didn't help either.

But I was told there is a major outage in my postal code affecting 25% of all customers, and to not expect it to be fixed till Thursday the 26th of January???

So it's not going to be working for 6 days? I was just wondering if that was factual, or if it might have just been something I was told to get me off the phone? That's the longest outtage i've ever had with Virgin, and I've been a customer for 20 odd years. 

Obviously stings to be paying for a service I cannot use reliably, and it's going to cost me a fortune in petrol commuting as I live miles away from our office. 

[Anonymous]

What hub have you got and what lights are showing on it? 

[DioH]

vmdg505 which I believe is the Superhub 3? Only one single offcolour white thin light on it at the moment. Which I think mean's everything is supposed to be alright? As i've said upload is dipping anywhere between 0.01 and maxing out at 0.30. So there's barely any bandwidth to do anything. Hopefully this image will actually show, as the forum has blocked my last two attempts to show a speed test.

[DioH]

We've now migrated from, slow as dial up used to be. To Disconnecting every 2 minutes. Guess I'll try calling again tomorrow. Not holding out much hope. Service status still tells me nothing. 0800 service status number still tells me nothing.

3 days of this now. 😞

[jbrennand]

Lets see the Hubs data - can you do this....
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In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return - dont log in just click on the “router status” icon/text at bottom-middle (Hub3) of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables 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). If character limits are “exceeded” - just do two posts
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Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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

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

[DioH]

Hopefully this is right:

Downstream bonded channels

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

1	299000000	5.1	38	256 qam	21
2	139000000	6.8	38	256 qam	1
3	147000000	6.9	38	256 qam	2
4	155000000	6.6	38	256 qam	3
5	163000000	6.4	38	256 qam	4
6	171000000	6.5	38	256 qam	5
7	179000000	6.1	38	256 qam	6
8	187000000	6	38	256 qam	7
9	195000000	5.8	38	256 qam	8
10	203000000	5.8	38	256 qam	9
11	211000000	5.5	38	256 qam	10
12	219000000	5.5	38	256 qam	11
13	227000000	5.5	38	256 qam	12
14	235000000	5.4	38	256 qam	13
15	243000000	5.1	38	256 qam	14
16	251000000	5	38	256 qam	15
17	259000000	5	38	256 qam	16
18	267000000	5	38	256 qam	17
19	275000000	5	38	256 qam	18
20	283000000	5	38	256 qam	19
21	291000000	5	40	256 qam	20
22	307000000	5.4	40	256 qam	22
23	315000000	5.1	38	256 qam	23
24	323000000	5	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	6	0
2	Locked	38.9	4	0
3	Locked	38.6	6	0
4	Locked	38.9	17	0
5	Locked	38.9	17	0
6	Locked	38.9	7	0
7	Locked	38.6	3	0
8	Locked	38.6	8	0
9	Locked	38.9	10	0
10	Locked	38.6	13	0
11	Locked	38.9	6	0
12	Locked	38.6	4	0
13	Locked	38.9	6	0
14	Locked	38.6	6	0
15	Locked	38.6	8	0
16	Locked	38.9	9	0
17	Locked	38.9	9	0
18	Locked	38.6	6	0
19	Locked	38.9	6	0
20	Locked	38.9	8	0
21	Locked	40.3	6	0
22	Locked	40.3	10	0
23	Locked	38.9	19	0
24	Locked	38.9	18	0

Upstream bonded channels

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

1	23600000	43.5	5120	64 qam	5
2	30100000	43.5	5120	64 qam	4
3	36600000	41.5	5120	64 qam	3
4	43100000	43.5	5120	64 qam	2
5	49600000	43.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	6	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[DioH]

Network Log

Time Priority Description

21/01/2023 20:11:40	notice	LAN login Success;CM-
20/01/2023 11:33:35	critical	No Ranging Response received - T3 time-out;CM-
20/01/2023 11:32:43	critical	REG RSP not received;CM-
20/01/2023 11:32:43	Error	T6 Timeout and retries exceeded;CM-M
01/01/1970 00:03:41	critical	No Ranging Response received - T3 time-out;CM-
01/01/1970 00:03:0	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC
20/01/2023 10:06:19	critical	No Ranging Response received - T3 time-out;CM-
20/01/2023 10:06:19	critical	Unicast Ranging Received Abort Response - initializing
20/01/2023 04:04:56	critical	No Ranging Response received - T3 time-out;CM-
20/01/2023 04:04:56	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-
19/01/2023 18:43:50	critical	No Ranging Response received - T3 time-out;CM-
19/01/2023 18:41:56	Warning!	RCS Partial Service;CM-
19/01/2023 18:41:56	critical	SYNC Timing Synchronization failure - Loss of Sync
19/01/2023 18:41:55	Warning!	RCS Partial Service;CM-
19/01/2023 18:41:55	critical	SYNC Timing Synchronization failure - Loss of
19/01/2023 18:41:53	Warning!	RCS Partial Service;CM-
19/01/2023 18:41:46	Warning!	Lost MDD Timeout;CM-
19/01/2023 18:41:41	critical	SYNC Timing Synchronization failure - Loss of Sync;
19/01/2023 18:41:40	Warning!	RCS Partial Service;CM-
19/01/2023 18:41:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC

[DioH]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cc3ba90e211e04d9890992fbd9af1fcf7c... 

What it looks like this morning. Still absolutely no change in performance.

[DioH]

Since I can see moderators replying to much newer threads, I'll post one last thing in the hopes it helps?  This is from a speedtest I could see the mods suggesting other users use.

[jpeg1]

The BQM shows that serious work needs to be done to fix your connection. 

I'm sure the staff on here would love to help you, but their company is so broken that they can do little beyond passing messages that go nowhere.

[DioH]

Slightly more information. Not the greatest but a case number and an official date in writing is something I suppose.

The estimated repair time is 26 JAN 2023 13:25. We are working as hard as we can to fix this, however due to the complexities of the issue it's taking us a little longer than normal. I have escalated this to our Field support team and here is the Remedy number F010406012. Do regret the inconvenience. I have also cleared the upstream and downstream channels to make sure you are on the least congested band, but we cannot guarantee a stable connection until the outage is fixed. I have also registered you for compensation for loss of services and once the issue has been fixed you will be contacted from us regarding this and get compensated for the same.

Fingers crossed it's fixed by then or sooner.