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Constant outages

Hi there

For months now, we have been experiencing consistent outages, often several times a day. On one or two occasions, an engineer has been in the area, but mostly, the signal is dropping to our Hub. Today, we are tap-dancing between wi-if channels. 2G will drop, but 5G will be up. Then the opposite. We have done all Virgin have asked us to do, including rebooting the router. We have an older model, but I have not been able to get Virgin to agree to provide a Hub 3. 

I feel like I am just adding to the noise on this forum, but it really is ridiculous.

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Re: Constant outages

How are you connecting your device, Wi-Fi or ethernet cable ?

It can be difficult diagnosing problems without some basic information.

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 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.

If everything above is OK we need do some troubleshooting; to start with …

 

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 should 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 in the ‘text to display’ box write My BQM 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 the Post button 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: Constant outages

Hi Mike, 

 

thanks for getting back to me. Outages occur on wifi and hardwire. All cables tightly secured. Down speeds are really slow. Just downloaded a 1.4mb ebook and it took about 20 seconds. 

Will try the other things you suggested.

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Re: Constant outages

My Broadband Ping - Virgin broadband wifi

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Re: Constant outages

Downstream 

 DS-1DS-2DS-3DS-4DS-5DS-6DS-7DS-8
Frequency (Hz)195000000139000000147000000155000000163000000171000000179000000187000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID81234567
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)6.267.097.106.806.736.566.426.28
RxMER (dB)37.9437.6437.9437.6438.2638.2638.2638.26
Pre RS Errors270713009711726517485484481
Post RS Errors339316325341345337336322

 

Upstream

 US-1US-2US-3US-4
Channel Type2.02.02.02.0
Channel ID1012119
Frequency (Hz)53700000394000004620000060300000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)47.0045.5047.0047.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0011
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
25/08/2020 18:41:15 GMT25/08/2020 18:41:15 GMTCritical (3)82000200No Ranging Response received - T3 time-out
24/08/2020 08:14:31 GMT24/08/2020 08:14:31 GMTCritical (3)82000200No Ranging Response received - T3 time-out
23/08/2020 15:39:36 GMT23/08/2020 15:39:36 GMTError (4)68010302DHCP WAN IP - 80.192.184.221
23/08/2020 15:38:34 GMT23/08/2020 15:38:34 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
22/08/2020 18:00:46 GMT22/08/2020 18:00:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
22/08/2020 13:42:00 GMT22/08/2020 13:42:00 GMTNotice (6)68010600DHCP Renew - lease parameters tftp file-******** modified
22/08/2020 13:41:59 GMT22/08/2020 13:41:59 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
22/08/2020 13:41:16 GMT22/08/2020 13:41:16 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
22/08/2020 13:40:37 GMT22/08/2020 13:40:37 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
22/08/2020 13:39:19 GMT22/08/2020 13:39:19 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
22/08/2020 13:36:42 GMT22/08/2020 13:36:42 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
22/08/2020 13:31:29 GMT22/08/2020 13:31:29 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
22/08/2020 13:21:02 GMT22/08/2020 13:21:02 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
22/08/2020 13:00:09 GMT22/08/2020 13:00:09 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
22/08/2020 12:18:22 GMT22/08/2020 12:18:22 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
22/08/2020 10:54:48 GMT22/08/2020 10:54:48 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
22/08/2020 08:07:40 GMT22/08/2020 08:07:40 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
22/08/2020 02:33:26 GMT22/08/2020 02:33:26 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
21/08/2020 15:24:54 GMT21/08/2020 15:24:54 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
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Re: Constant outages

You're not alone. Getting consistent drops throughout the day. Frustrating when you're VPN'd into work devices. There appears to be an issue in our area as a few people are getting similar behavior, but Virgin's service status says everything ok. I waited 47minutes to be connected to a call center last night, during which time i was told to unplug the fiber cable from the hub and then plug back in to reconfigure. I then got cut off and no one has bothered to call me back. 

Poor poor customer service from Virgin. They were very good with their sales and installation. Clearly overselling their service during these lockdown times, with inadequate infrastructure in place.

Sky were slower in speed but never a single drop in connection and always able to get through to customer services.

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Re: Constant outages


@tommygun75 wrote:

You're not alone. Getting consistent drops throughout the day. Frustrating when you're VPN'd into work devices. There appears to be an issue in our area as a few people are getting similar behavior, but Virgin's service status says everything ok. I waited 47minutes to be connected to a call center last night, during which time i was told to unplug the fiber cable from the hub and then plug back in to reconfigure. I then got cut off and no one has bothered to call me back. 

Poor poor customer service from Virgin. They were very good with their sales and installation. Clearly overselling their service during these lockdown times, with inadequate infrastructure in place.

Sky were slower in speed but never a single drop in connection and always able to get through to customer services.


If you are looking for assistance please start your own thread.

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

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 8 of 9
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Re: Constant outages

My BQM 

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Re: Constant outages

Your Hub stats look OK to me.

Your BQM looks like the Hub is not responding to pings.

You can try for a Hub  upgrade >> HERE <<

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

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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