Intermitent short but regular disconections.

[ldjg2011]

So, moved to a new property in June, and had nothing but issues with the broadband. 

Done all the usual tests, eventually had a tech out, who essentially tells me (off the record) that the area hub (roadside cabinet) is overloaded causing these short (30 seconds or so) interruptions. 

Again, off the record he tells me the only way to properly fix it, is to run a larger capacity cable to said cabinet - so speak to virgin more than once yes will be fixed by September...so i give them a chance. 

It's still happening now, my last complaint was just closed down with no feedback.

If i just streamed, I wouldn't even know due to the buffer but when your gaming like I do, you know immediately. 

I don't know what to do now, what exactly are my options I feel like just cancelling the DD to get their attention. 

p.s when i run the test online it does say that a known fault is in the area, check back tomorrow, its been like that since June. 

P.p.s not a wifi issue my pc is hardwired, all wires have been checked, replaced tightened ect ect ect. 

In the DY8 area. 

[jbrennand · Accepted solution]

First thing is never cancel the VM DD - otherwise there will be knock on the door from the debt collection agents and a big black mark on your credit rating - there are better ways to get their attention

If by "overloaded" they meant "overutilisation" (too many customers connected in your location) - that will be blindingly obvious on a BQM. Can you set one up as below..

____________________________________________________________

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

[ldjg2011]

Hi, 

Thanks for reply, the DD thing was just me being frustrated. 

I've set this up i think correctly, definitely a good first step to getting this resolved, didnt realise you could set it up online. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/81e7725609588e1897518a9222af76a1b7... 

[jbrennand]

Yep thats beginning to work - see how it looks asfer 24h.

As a comparator for a real OU issue/BQM in the meantime - see this.....

_____________________________________________________

See this thread re. over-utilisation and Andrew’s comments in Message 20 & It turned out that it WAS overutilisation!

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-keeps-dropping-for-several-minutes...

[ldjg2011]

Could anyone take a look at this please and advise further?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/81e7725609588e1897518a9222af76a1b7... 

Doesn't look as bad as some of the others I have seen, but for gaming its a complete killer. 

[jbrennand]

doest look like an OU issue - but keep an eye on it.

Is your Hub in normal mode or are you running it in modem mode?

Can you do this
__________________

Do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

Then, 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) (DONT click these links) - and hit return.
If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log i just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) 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

[ldjg2011]

There's nothing in network logs, but these are the details from the downstream tables, upstream to follow. 

 

 

3.0 Downstream channels

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

25	331000000	0.6	39	QAM256	25
4	163000000	4.4	40.4	QAM256	4
5	171000000	3.8	39	QAM256	5
6	179000000	3.5	40.4	QAM256	6
7	187000000	2.9	39	QAM256	7
8	195000000	2.5	39	QAM256	8
9	203000000	2	39	QAM256	9
10	211000000	1.6	39	QAM256	10
11	219000000	1.6	39	QAM256	11
12	227000000	1.5	39	QAM256	12
13	235000000	2.1	39	QAM256	13
14	243000000	2.1	39	QAM256	14
15	251000000	2.3	39	QAM256	15
16	259000000	2.6	40.4	QAM256	16
17	267000000	2	39	QAM256	17
18	275000000	1.2	40.4	QAM256	18
19	283000000	1.2	39	QAM256	19
20	291000000	1.3	39	QAM256	20
21	299000000	1.8	40.4	QAM256	21
22	307000000	2	38.6	QAM256	22
23	315000000	1.5	39	QAM256	23
24	323000000	1.3	40.4	QAM256	24
26	339000000	0.9	39	QAM256	26
27	347000000	0.5	39	QAM256	27
28	355000000	0.7	39	QAM256	28
29	363000000	0.4	39	QAM256	29
30	371000000	0.4	38.6	QAM256	30
31	379000000	0.2	39	QAM256	31
32	387000000	0.1	39	QAM256	32
33	395000000	0.7	39	QAM256	33
34	403000000	0.4	40.4	QAM256	34

3.0 Downstream channels

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

25	Locked	38.983261	1	0
4	Locked	40.366287	0	0
5	Locked	38.983261	0	0
6	Locked	40.366287	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	38.983261	0	0
18	Locked	40.366287	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	40.366287	0	0
22	Locked	38.605377	0	0
23	Locked	38.983261	0	0
24	Locked	40.366287	1	0
26	Locked	38.983261	2	0
27	Locked	38.983261	1	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	1	0
32	Locked	38.983261	0	0
33	Locked	38.983261	0	0
34	Locked	40.366287	1	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

41

-2.2

1016150454

0

 

[ldjg2011]

0 Upstream channels

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

1	36600000	42.5	5120 KSym/sec	64QAM	3
2	23600000	41.5	5120 KSym/sec	64QAM	5
3	30100000	44.5	5120 KSym/sec	64QAM	4
4	43100000	43	5120 KSym/sec	32QAM	2
5	49600000	43	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

[jbrennand]

Stats all look fine... except one up channel has dropped to 32 QAM... that shouldnt happen. Whether that is the cause of your issues will need someone more knowledgeable than me to comment.

Lack of logs is a known firmware glitch on certain Hub models.

[Robert_P]

Hello Idjg2011

Sorry to hear of the service issues impacting your broadband, we appreciate you raising this via the forums and welcome to the community.

From looking all of the levels appear to be within the spec's we would expect them to be, we can't see any disconnection yesterday or so far today, has this improved at all?

Rob