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Internet dropping out frequently and very slow when it works

For the past week or so my internet connection is dropping out several times per day, it's everything, not just the Wi-Fi and then it takes 5-10 minutes to come back on. But in between these drop offs I am only getting speeds of 20-30mbps yet should be getting up to 350mbps.

We had a letter saying there was some scheduled work taking place a week ago and it seems to have gone like this since then. Prior to this the connection was stable 90+% of the time and I was seeing speeds well in excess of 200mbps pretty much every time I checked it.

Could the changes be a coincidence? Is there anything I can do to try to get the stability and speeds back? I have already tried resetting the routing (the small pin button on the back).

For added reference, I did also install a new Virgin 360 TV box around the same time, but I didn't interfere with the wires going from the wall to the Router, just the one plugged into the old TV box was unplugged and plugged into the new box.

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Alessandro Volta
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Message 2 of 17
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Re: Internet dropping out frequently and very slow when it works

Post back the network, upstream and downstream logs from the hubs admin pages 


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Message 3 of 17
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Re: Internet dropping out frequently and very slow when it works

Thanks, they are:

Downstream bonded channels

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

14027500004.540256 qam30
22027500004.440256 qam9
32107500004.540256 qam10
42187500004.940256 qam11
52267500004.640256 qam12
62347500004.540256 qam13
72427500004.540256 qam14
82507500004.540256 qam15
92587500004.940256 qam16
10266750000540256 qam17
112747500004.540256 qam18
122827500004.940256 qam19
132907500005.140256 qam20
142987500005.340256 qam21
15306750000540256 qam22
16314750000540256 qam23
17322750000540256 qam24
183307500005.140256 qam25
193707500004.840256 qam26
203787500004.640256 qam27
213867500004.840256 qam28
223947500004.640256 qam29
234107500004.840256 qam31
244187500005.540256 qam32



Downstream bonded channels

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

1Locked40.3180210
2Locked40.912476464
3Locked40.37336378
4Locked40.915974779
5Locked40.924016837
6Locked40.320517040
7Locked40.312438554
8Locked40.9436389
9Locked40.3264317
10Locked40.9247340
11Locked40.9336349
12Locked40.96464341
13Locked40.310019336
14Locked40.94139384
15Locked40.9575368
16Locked40.91301288
17Locked40.9342140
18Locked40.325582
19Locked40.9217237
20Locked40.9215237
21Locked40.3216244
22Locked40.9226237
23Locked40.9161195
24Locked40.924767

 

Upstream bonded channels

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

13939997645.8512064 qam4
23259997145.8512064 qam5
34620005347.3512064 qam3
45370003147.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010
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Alessandro Volta
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Message 4 of 17
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Re: Internet dropping out frequently and very slow when it works

When was the hub last rebooted 


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Message 5 of 17
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Re: Internet dropping out frequently and very slow when it works

I did a factory reset a day or two ago by pushing the little button in the back in with a pen and it switched off and back on again.

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Alessandro Volta
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Message 6 of 17
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Re: Internet dropping out frequently and very slow when it works

Reboot the hub again now and repost the stats in an hour or so’s time after reboot. 


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Message 7 of 17
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Re: Internet dropping out frequently and very slow when it works

I've rebooted it from within the router settings instead of the factory reset on the back, I'll upload the stats in a hour.

Thanks for your help.

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Message 8 of 17
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Re: Internet dropping out frequently and very slow when it works

Here's the updated stats:

Downstream bonded channels

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

14027500004.640256 qam30
22027500004.540256 qam9
32107500004.540256 qam10
4218750000540256 qam11
52267500004.840256 qam12
62347500004.540256 qam13
72427500004.540256 qam14
82507500004.540256 qam15
9258750000540256 qam16
10266750000540256 qam17
112747500004.540256 qam18
12282750000540256 qam19
132907500005.140256 qam20
142987500005.440256 qam21
15306750000540256 qam22
16314750000540256 qam23
173227500005.340256 qam24
183307500005.340256 qam25
193707500004.940256 qam26
203787500004.940256 qam27
213867500004.940256 qam28
223947500004.840256 qam29
234107500004.940256 qam31
244187500005.540256 qam32



Downstream bonded channels

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

1Locked40.960
2Locked40.340
3Locked40.350
4Locked40.360
5Locked40.350
6Locked40.960
7Locked40.330
8Locked40.940
9Locked40.950
10Locked40.960
11Locked40.950
12Locked40.350
13Locked40.350
14Locked40.350
15Locked40.950
16Locked40.350
17Locked40.950
18Locked40.340
19Locked40.950
20Locked40.350
21Locked40.3130
22Locked40.960
23Locked40.360
24Locked40.30

0

 

Upstream bonded channels

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

13940000445.8512064 qam4
23260001445.8512064 qam5
34619997645.8512064 qam3
45370000945.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

I've just ran an Ookla Speed test and these are my current results:

JoeA82_0-1603924708561.png

Ping: 16ms

Download: 9.36Mbps

Upload: 20.83Mbps

I'm on the 350mbps broadband package.

I'm working from home at the moment as well, so these poor speeds and outages are impacting that.

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Message 9 of 17
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Re: Internet dropping out frequently and very slow when it works

The updated stats are:

Downstream bonded channels

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

14027500004.640256 qam30
22027500004.540256 qam9
32107500004.540256 qam10
4218750000540256 qam11
52267500004.840256 qam12
62347500004.640256 qam13
72427500004.540256 qam14
82507500004.640256 qam15
9258750000540256 qam16
10266750000540256 qam17
112747500004.540256 qam18
122827500004.940256 qam19
132907500005.340256 qam20
142987500005.440256 qam21
15306750000540256 qam22
16314750000540256 qam23
173227500005.340256 qam24
183307500005.340256 qam25
193707500004.940256 qam26
203787500004.940256 qam27
213867500004.840256 qam28
223947500004.840256 qam29
234107500004.940256 qam31
244187500005.540256 qam32



Downstream bonded channels

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

1Locked40.360
2Locked40.340
3Locked40.350
4Locked40.960
5Locked40.350
6Locked40.960
7Locked40.340
8Locked40.340
9Locked40.950
10Locked40.360
11Locked40.350
12Locked40.350
13Locked40.350
14Locked40.950
15Locked40.950
16Locked40.950
17Locked40.350
18Locked40.940
19Locked40.950
20Locked40.350
21Locked40.9130
22Locked40.360
23Locked40.9110
24Locked40.30

0

 

Upstream bonded channels

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

13940000445.8512064 qam4
23260001445.8512064 qam5
34619997645.8512064 qam3
45370000945.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

I've just ran an Ookla speed test as well and these are my results:

 

10327581450

Ping: 16ms

Download: 9.6Mbps

Upload: 20.83Mbps

I'm on the 350Mbps package, and I'm working from home at the moment as well so these outages and poor speeds have been really impacting that this past week.

 

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Message 10 of 17
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Re: Internet dropping out frequently and very slow when it works

Downstream bonded channels

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

14027500004.640256 qam30
22027500004.540256 qam9
32107500004.540256 qam10
4218750000540256 qam11
52267500004.840256 qam12
62347500004.640256 qam13
72427500004.540256 qam14
82507500004.640256 qam15
9258750000540256 qam16
10266750000540256 qam17
112747500004.540256 qam18
122827500004.940256 qam19
132907500005.340256 qam20
142987500005.440256 qam21
15306750000540256 qam22
16314750000540256 qam23
173227500005.340256 qam24
183307500005.340256 qam25
193707500004.940256 qam26
203787500004.940256 qam27
213867500004.840256 qam28
223947500004.840256 qam29
234107500004.940256 qam31
244187500005.540256 qam32



Downstream bonded channels

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

1Locked40.360
2Locked40.340
3Locked40.350
4Locked40.960
5Locked40.350
6Locked40.960
7Locked40.340
8Locked40.340
9Locked40.950
10Locked40.360
11Locked40.350
12Locked40.350
13Locked40.350
14Locked40.950
15Locked40.950
16Locked40.950
17Locked40.350
18Locked40.940
19Locked40.950
20Locked40.350
21Locked40.9130
22Locked40.360
23Locked40.9110
24Locked40.300

 

Upstream bonded channels

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

13940000445.8512064 qam4
23260001445.8512064 qam5
34619997645.8512064 qam3
45370000945.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

I've just ran a speed test and getting a 16ms Ping, 9.36Mbps download and 20.83Mbps upload and I'm on the 350Mpbs package.

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