High ping, Random disconnections - Phone support states it's "Fine"

[Sesnik]

Hello,

For a few months now I've noticed my internet becoming more and more erratic, I know around midnight theres a chance an update is pushed to the hub which knocks it off for a few moments which never used to be a problem but lately the hub will take several minutes to fully come back online.

It will kick my devices offline, they lose connection to the internet first and then moments later it loses the WiFi signal, it regains the signal after a bit but then loses the signal again and again until it just randomly stabilises, this hasn't been the norm so it's odd and quite frustrating.

Secondly, I'm noticing large ping spikes, which doesn't affect most things but certainly does effect gaming in a very negative way (30ms ping to 700ms ping spikes which lasts a few seconds and constantly happens then stops at random for a few minutes).

I've had a talk on the support call line, the agent kept telling me everything looked fine and was operating normally, I raised my concerns about the errors and the power levels of the Downstream/Upstream channels and the fact that Virgins own website states: 

Broadband connection issues found

Please wait for 15 minutes while we reconnect the WiFi Hub to our network.

When I log in on the site and try to check out anything to do with my broadband from the website or the app itself, so how could it possibly be "Fine". I've now been told that I'm going to be paying a £25 fee for a technician to come out to my address, I assume because In their eyes, I must be imagining these ping spikes and issues I'm encountering, or they just refuse to acknowledge the problem.

My network log is filled with a lot of these:

RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;

No Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;

Lost MDD Timeout;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;

These errors repeat throughout the day, every single day.

Here's the Downstream/Upstream stats also:

Downstream bonded channels

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

1	203000000	0.2	38	256 qam	9
2	139000000	-0.4	38	256 qam	1
3	147000000	0	38	256 qam	2
4	155000000	0.4	38	256 qam	3
5	163000000	0.5	38	256 qam	4
6	171000000	0.9	38	256 qam	5
7	179000000	0.7	38	256 qam	6
8	187000000	0.9	38	256 qam	7
9	195000000	0.5	38	256 qam	8
10	275000000	1.2	40	256 qam	18
11	283000000	1.2	40	256 qam	19
12	291000000	1.2	38	256 qam	20
13	299000000	1.2	38	256 qam	21
14	307000000	1.2	40	256 qam	22
15	315000000	1.5	40	256 qam	23
16	323000000	1.7	38	256 qam	24
17	331000000	1.9	38	256 qam	25
18	339000000	2.5	38	256 qam	26
19	347000000	3	38	256 qam	27
20	355000000	3.2	40	256 qam	28
21	363000000	3.2	40	256 qam	29
22	371000000	3	40	256 qam	30
23	379000000	3.2	38	256 qam	31
24	387000000	3	40	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	48	0
2	Locked	38.6	54423	0
3	Locked	38.6	79676	345677
4	Locked	38.9	130935	263022
5	Locked	38.9	356	0
6	Locked	38.9	130	0
7	Locked	38.9	77	0
8	Locked	38.9	44	0
9	Locked	38.9	74	0
10	Locked	40.3	26	0
11	Locked	40.9	22	0
12	Locked	38.9	10	0
13	Locked	38.9	5	0
14	Locked	40.3	5	0
15	Locked	40.3	6	0
16	Locked	38.9	5	0
17	Locked	38.6	4	0
18	Locked	38.9	12	0
19	Locked	38.9	56	0
20	Locked	40.3	8	0
21	Locked	40.9	18	0
22	Locked	40.3	4	0
23	Locked	38.9	5	0
24	Locked	40.3	4	0

Upstream bonded channels

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

1

49600000

55.3

5120

64 qam

1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

[Kath_F]

Hi Sesnik, 

Thanks for coming back to us with an update. We're sorry to hear this is the case. 

Checking things here, there looks to be a bit of a mis-match with the provisioning of things. I've sent some signal hits down the line to the hub. Can you please reboot the hub at your earliest convenience for these to refresh the connection. Pop back here and let us know once you've done that so we can run some further diagnostics with you. 

Thanks, 

[Sesnik]

Sorry for the delayed response.

The hub has gone through some restarts since your post.

[Kath_F]

Hi Sesnik, 

Thanks for coming back to us on this one. Checking things here, the hub has an uptime of 14 days meaning it's not been rebooted since we sent the signals. Can you please ensure you're turning the hub off at the mains. Leave off for a few minutes and then turn back on. This will fully refresh things. 

Pop back and let us know once you've done this. 

Thanks,