Internet drops off multiples times everyday

[huubuk1]

Hi all,

For the past couple of months, I've been experiencing a recurring issue with my internet service. It's been cutting out every day, multiple times each day for about 10-15 minutes each time, and it's starting to really disrupt my work from home routine.

Initially, when I checked the service status on Virgin Media's website, it indicated that there was a known fault being addressed. But even after I received a message saying the fault was resolved, the issue persists. Currently, there are no faults showing up in my area, yet the problem continues.

Here's what I've tried so far:

• Checked all the wires and connections.
• Restarted the router multiple times.
• Followed all the generic troubleshooting steps provided by Virgin Support.

None of these have helped in resolving the issue.

To get a better insight into what's happening, I've added the BQM to my internet and have been monitoring it for the past few weeks. I will attach the network logs and channel logs below to provide more information, I have just restarted my router 20 minutes ago.

This situation is becoming increasingly frustrating, especially since it's affecting my daily meetings and overall work productivity. I'm hoping someone in this community might have faced a similar issue and found a resolution, or can point me in the right direction.

If anyone from Virgin is reading this, I would greatly appreciate a response with some additional steps to try or a commitment to a proper resolution.

Thank you in advance for any assistance or advice!

Downstream

Downstream bonded channels

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

1	267000000	2.4	37	256 qam	17
2	139000000	4.5	36	256 qam	1
3	147000000	4.5	37	256 qam	2
4	155000000	4.5	37	256 qam	3
5	163000000	4.3	37	256 qam	4
6	171000000	4	37	256 qam	5
7	179000000	3.4	37	256 qam	6
8	187000000	2.9	37	256 qam	7
9	195000000	2.5	37	256 qam	8
10	203000000	2	36	256 qam	9
11	211000000	1.7	36	256 qam	10
12	219000000	1.7	37	256 qam	11
13	227000000	2.2	37	256 qam	12
14	235000000	2.5	37	256 qam	13
15	243000000	2.5	37	256 qam	14
16	251000000	2.7	37	256 qam	15
17	259000000	2.5	37	256 qam	16
18	275000000	2	37	256 qam	18
19	283000000	1.7	37	256 qam	19
20	291000000	1.7	37	256 qam	20
21	299000000	2	37	256 qam	21
22	307000000	2.2	37	256 qam	22
23	315000000	1.7	37	256 qam	23
24	323000000	1.2	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	5	0
2	Locked	36.3	5	0
3	Locked	37.3	19	0
4	Locked	37.3	18	0
5	Locked	37.3	14	0
6	Locked	37.3	6	0
7	Locked	37.3	5	0
8	Locked	37.6	5	0
9	Locked	37.3	5	0
10	Locked	36.6	5	0
11	Locked	36.6	5	0
12	Locked	37.3	6	0
13	Locked	37.3	6	0
14	Locked	37.6	5	0
15	Locked	37.6	6	0
16	Locked	37.6	5	0
17	Locked	37.3	6	0
18	Locked	37.6	5	0
19	Locked	37.6	5	0
20	Locked	37.6	4	0
21	Locked	37.3	6	0
22	Locked	37.6	6	0
23	Locked	37.6	5	0
24	Locked	37.3	0	0

Upstream

Upstream bonded channels

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

1	36600000	44	5120	64 qam	3
2	43100000	43.3	5120	64 qam	2
3	23600000	43.5	5120	64 qam	5
4	30100000	43.8	5120	64 qam	4
5	49600000	43.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

 

[huubuk1]

Network Log

Network Log

Time Priority Description

11/08/2023 08:29:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:14:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:14:15	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:14:15	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:13:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:13:54	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:13:54	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:10:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:10:46	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:10:46	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:10:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:10:25	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:10:25	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:07:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:07:27	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:07:27	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:07:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:07:5	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:07:5	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 08:06:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[huubuk1]

[Vikki_M]

Hi huubuk1

Thank you for your post and welcome to our community.

I am sorry to hear about the issues you have been having with the service.

Is the hub in modem mode?

If so, could you please put this in router mode for at least 24 hours?

This will allow us to run the checks on our side and get accurate data.

Please pop back to us when you can. 

[huubuk1]

Hi Vikki,

It's in Router Mode, and has been ever since I've had Virgin Media connection.

It's been continuously dropping every couple minutes today.

[Reece_MH]

Hi huubuk1 👋

Thanks for the update on this. I'm sorry to hear you're still experiencing some issues with your service. I've taken a look on our side and can see there is currently a known problem in your area. The details are below.

Fault Type: SNR (Signal-To-Noise)

Fault Reference: F010878737

Estimated Fix Time: 13 AUG 2023 23:00

Our teams are working as quickly as possible to resolve this issue, and we're very sorry for any inconvenience caused. You can continue to track updates for this issue by calling 📞 0800 561 0061, which is an automated service.

Cheers,

[huubuk1]

So this has been an issue since June, coincidently after Hyperoptic started to provide connection in our area, and were digging up the lines etc. Could this be anything to do with what's causing the issues for the past months.

The connection is useless, it drops out every other minute at the moment, and always has a known problem in my area.

It coincidentally is causing issues through a standard 9-5 working day which is useless.

[Reece_MH]

Hi huubuk1 👋

Thanks for providing a further BQM graph. I've taken a look on our side, and the outage fix date has been extended. At present, I have no further information on this. The specific issue (SNR - Signal-to-Noise), can be caused by various different things, including nearby construction - for example, a cable may have been damaged, or electrical interference.

Therefore, the ongoing construction works could be causing these issues - but there may also be other contributing factors. We're very sorry for any inconvenience this is causing.

Thanks,