Internet keeps dropping for a few seconds (ping test shows time outs) following power cut

[timothy_J_O]

Hello all,

Please can I ask for some help? 

We had a power cut the other night (only for a few seconds) and since then my internet randomly drops out for a few seconds at a time. Alexa stops working, you can't load webpages, Tiktok and You tube stop ect.... When I set a constant ping test to external place from my PC (to BBC.CO.UK in this example) I can see I get random dropouts. 

It can be fine for an hour or so and then start dropping. I've rebooted the superhub and all devices a few times. Any idea what is wrong or how I get it fixed?

Thanks

 

==================================================================

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	331000000	11.4	40	256 qam	25
2	203000000	11.3	40	256 qam	9
3	211000000	10.9	40	256 qam	10
4	219000000	10.9	40	256 qam	11
5	227000000	11	40	256 qam	12
6	235000000	11	40	256 qam	13
7	243000000	11	40	256 qam	14
8	251000000	11.1	40	256 qam	15
9	259000000	11.1	40	256 qam	16
10	267000000	11.4	40	256 qam	17
11	275000000	11.5	40	256 qam	18
12	283000000	11.9	40	256 qam	19
13	291000000	11.8	40	256 qam	20
14	299000000	11.9	40	256 qam	21
15	307000000	11.8	40	256 qam	22
16	315000000	11.8	40	256 qam	23
17	323000000	11.8	40	256 qam	24
18	371000000	11.4	40	256 qam	26
19	379000000	11.8	40	256 qam	27
20	387000000	12.3	40	256 qam	28
21	395000000	12.4	40	256 qam	29
22	403000000	12	40	256 qam	30
23	411000000	11.9	40	256 qam	31
24	419000000	12	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	55097	22895
2	Locked	40.9	129290	121731
3	Locked	40.9	123816	109982
4	Locked	40.9	118529	102157
5	Locked	40.9	114508	89740
6	Locked	40.3	110488	81962
7	Locked	40.9	106025	73885
8	Locked	40.9	101850	64313
9	Locked	40.9	97525	57953
10	Locked	40.3	92921	50860
11	Locked	40.9	87263	47176
12	Locked	40.9	83041	41192
13	Locked	40.9	79061	36118
14	Locked	40.9	74544	32335
15	Locked	40.3	70182	30074
16	Locked	40.9	64472	27529
17	Locked	40.9	60111	24870
18	Locked	40.9	34293	13342
19	Locked	40.9	30294	11439
20	Locked	40.3	27511	10818
21	Locked	40.9	24456	9576
22	Locked	40.9	22259	7919
23	Locked	40.3	19621	7180
24	Locked	40.3	17613	6941

Upstream bonded channels

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

1	32600000	34	5120	64 qam	5
2	25800000	36.5	5120	64 qam	6
3	39400000	35.5	5120	64 qam	4
4	46200000	38	5120	64 qam	3

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

[jbrennand · Accepted solution]

Your upstream power levels are too high and out of spec. It will need a Tech visit to normalise them.

Try calling it in or a VM person will respond in a day or two.

In the meantime, Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't.

And, If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[timothy_J_O]

Hi Jbrennand,

Thanks for the advice, I'll wait to see if a VM person contacts me on here before I call there service desk. I have the broadband monitor running and the graph is below but I don't really understand what it is showing me really. Could you translate the graph into plain English 🙂 

Thanks

Tim

 

[jbrennand]

BQM looks fine until about 5pm when packet drops start appearing. Did you change anything around then - connect a wired device for example?

Have the RS errors been reset and are they reappearing ?

[timothy_J_O]

nothing has changed at all, it was all working fine until yesterdays power outage. 

I'm going to walk dog now so I will plug my router (for about an hour), I assume this will reset the RS errors?

Thanks

Tim

[timothy_J_O]

OK, I've left the router (and tivo box) powered off for at least an hour (from 7:15pm to around 8:30pm) and all the RS errors seem to reset 🙂

However the thinkbroadband graph looks awful, any ideas or does this look normal as my equipment was powered down? 

Downstream bonded channels

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

1	Locked	40.3	5	0
2	Locked	40.3	5	0
3	Locked	40.9	5	0
4	Locked	40.9	5	0
5	Locked	40.3	5	0
6	Locked	40.9	6	0
7	Locked	40.3	6	0
8	Locked	40.9	6	0
9	Locked	40.9	5	0
10	Locked	40.9	0	0
11	Locked	40.3	5	0
12	Locked	40.9	6	0
13	Locked	40.9	3	0
14	Locked	40.3	5	0
15	Locked	40.9	6	0
16	Locked	40.9	5	0
17	Locked	40.9	6	0
18	Locked	40.9	0	0
19	Locked	40.9	3	0
20	Locked	40.9	4	0
21	Locked	40.9	5	0
22	Locked	40.9	0	0
23	Locked	40.9	0	0
24	Locked	40.9	5	0

[jbrennand]

If the Hub was switched off then it cannot respond to the "pings" so it will show a wall of red.

See how it looks in a few more hours and see if the RS errors have appeared

[timothy_J_O]

Good Morning. 

So I've left it over night and all the pre and post RS errors on the downstream returned.

Does this indicate a problem and if so how do I get it resolved? (I still have the original issue I believe). 

Thank you for your Help, 

Downstream bonded channels

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

1	331000000	11.9	40	256 qam	25
2	203000000	11.5	40	256 qam	9
3	211000000	11.3	40	256 qam	10
4	219000000	11.3	40	256 qam	11
5	227000000	11.4	40	256 qam	12
6	235000000	11.4	40	256 qam	13
7	243000000	11.3	40	256 qam	14
8	251000000	11.5	40	256 qam	15
9	259000000	11.5	40	256 qam	16
10	267000000	11.8	40	256 qam	17
11	275000000	11.8	40	256 qam	18
12	283000000	12	40	256 qam	19
13	291000000	12.1	40	256 qam	20
14	299000000	12.1	40	256 qam	21
15	307000000	12.1	40	256 qam	22
16	315000000	12.1	40	256 qam	23
17	323000000	12.1	40	256 qam	24
18	371000000	11.9	40	256 qam	26
19	379000000	12.1	40	256 qam	27
20	387000000	12.6	40	256 qam	28
21	395000000	12.9	40	256 qam	29
22	403000000	12.5	40	256 qam	30
23	411000000	12.4	40	256 qam	31
24	419000000	12.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	252917	43971
2	Locked	40.3	1392255	869572
3	Locked	40.3	1275599	746049
4	Locked	40.3	1162517	650027
5	Locked	40.9	1056567	544441
6	Locked	40.3	964988	471708
7	Locked	40.9	873029	409933
8	Locked	40.3	785023	348940
9	Locked	40.9	707941	288057
10	Locked	40.9	632312	230303
11	Locked	40.9	562281	195216
12	Locked	40.9	506152	158054
13	Locked	40.9	452285	131524
14	Locked	40.9	410476	104359
15	Locked	40.9	368733	91220
16	Locked	40.3	322617	69754
17	Locked	40.3	288652	57442
18	Locked	40.9	124313	13564
19	Locked	40.9	103643	8816
20	Locked	40.3	91609	7615
21	Locked	40.9	79369	5998
22	Locked	40.9	67816	4891
23	Locked	40.3	57974	3122
24	Locked	40.3	50487	2713

[lotharmat]

Yup - VM need to book a tech visit to rectify those power issues!

[timothy_J_O]

Please can someone in Virgin Media contact me please to arrange an engineer visit to fix please? 

Thanks