Daily Broadband Outages for the last moth

[umbr3lla]

Hi.  I frequently experiencing daily broadband outages which last about a minute or two.  This happens at least twice a day and it's getting really frustrating .

I have been through all the diagnostic steps and tried the usual rebooting of my Virgin Superhub etc. I have also seen other reports on here of people suffering the same issues as mine but none seem to show how to resolve the issue.

See the attached log of the last outage.  This is what I am seeing posted often on the forums.

Any help would be appreciated.

Thank you

[Tudor]

Please post a full set of stats as detailed below: 

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[umbr3lla]

Here are my logs:

Downstream:

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

1	203000000	6.5	38	256 qam	9
2	211000000	6.5	38	256 qam	10
3	219000000	6.5	38	256 qam	11
4	227000000	6.5	38	256 qam	12
5	235000000	6.6	38	256 qam	13
6	243000000	6.5	38	256 qam	14
7	251000000	6.5	38	256 qam	15
8	259000000	6.5	38	256 qam	16
9	267000000	6.5	38	256 qam	17
10	275000000	6.5	38	256 qam	18

Upstream:

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

1	36600000	45.8	5120	64 qam	3
2	43100000	46	5120	64 qam	2
3	30100000	45.8	5120	64 qam	4
4	23600000	45.3	5120	64 qam	5
5	49600000	46.5	5120	64 qam	1

Networking Log as per the first screenshot.

[Zach_R]

Hi @umbr3lla,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm so sorry to hear of your recent connection issues. I've checked over things on our systems and I'm unable to detect any faults currently. How are things for you today? Any better?

Thanks,
 

[umbr3lla]

Hi Zach,  I've not had any disconnects since May 19th and it's been fine so far.  But before that I had frequent disconnects on May 12th and May 17th from looking at my logs.

[umbr3lla]

It appears my daily occurrence of outages has returned.  It always appears to be in the evenings where I am experiencing loss of service as seen from my Unifi logs below.   Do I require an engineer visit to resolve this?

[umbr3lla]

Outage again today.  This time around complete full loss of service.  This is now becoming daily.

[Megan_L]

Hi Umbr3lla,

Thanks for posting on our Community Forums, sorry you're having this reoccurring issue with your internet connection!

I've gone ahead and checked your services on my side and have ran a diagnostic test, your Hub is running out of spec and will need fixing via an engineer visit. 

I'll send you a PM now so we can get that booked in 👨‍🔧

Speak soon!

Meg

[umbr3lla]

Hi, I had an engineer visit and replace my old superhub3 with another superhub3 on Friday 28th June. So far it seems to be running fine and stable but it's only been a couple of days.  According to your tests does it appear that I am still having issues with my modem?

[Megan_L]

Thanks for chatting with me Umbr3lla.

I'm really glad we managed to get this fixed for you.
If you need anything else please let us know!

Thanks,

Meg