Internet not been the same since the big outage

[syochan]

Our broadband in this area has never been stellar, with at least 6 technician visits, 2 hub replacements, exterior cables relaid, attenuators added and removed, cabinet connection reshuffle, etc. over the last year. Somewhere along the line, we finally settled into what could be called a stable connection, blip disconnects maybe twice a day and modem resets only being a necessity every 4th day or so rather than multiple times daily.

I experienced the blackout on April 4th like many others:

BQM - 04/04/2023

The day and hours after this, the internet was seemingly 'normal' and consistent with what we had prior to the outage:

BQM - 05/04/2023

Friday of that week was when we deteriorated to our current situation:

BQM - 07/04/2023

Here is the Saturday past, when the whole family was out of the house for most of the day with no one actively using the internet:

BQM - 15/04/2023

I'm posting here as it doesn't seem to be something that'll resolve itself at this stage.

Direct link to the live BQM graph: BQM Live Graph 

[syochan]

Downstream bonded channels

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

1	139000000	11.1	40	256 qam	1
2	147000000	10.6	40	256 qam	2
3	155000000	10.3	40	256 qam	3
4	163000000	10.1	40	256 qam	4
5	171000000	10.1	40	256 qam	5
6	179000000	10	40	256 qam	6
7	187000000	9.8	40	256 qam	7
8	195000000	9.5	40	256 qam	8
9	203000000	9.1	40	256 qam	9
10	211000000	8.9	40	256 qam	10
11	219000000	8.8	40	256 qam	11
12	227000000	8.6	40	256 qam	12
13	235000000	8.5	40	256 qam	13
14	243000000	8.3	40	256 qam	14
15	251000000	8.5	40	256 qam	15
16	259000000	8.5	40	256 qam	16
17	267000000	8.6	40	256 qam	17
18	275000000	8.5	40	256 qam	18
19	283000000	8.9	40	256 qam	19
20	291000000	9	40	256 qam	20
21	299000000	9.6	40	256 qam	21
22	307000000	9.4	40	256 qam	22
23	315000000	8.9	40	256 qam	23
24	323000000	8.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	616908	892787
2	Locked	40.3	655102	845035
3	Locked	40.9	660426	949004
4	Locked	40.3	569277	1092520
5	Locked	40.9	450606	1043387
6	Locked	40.9	343608	1135970
7	Locked	40.3	420190	936015
8	Locked	40.9	368720	1135791
9	Locked	40.3	274195	1088762
10	Locked	40.9	338896	857224
11	Locked	40.9	317150	926080
12	Locked	40.3	303697	787020
13	Locked	40.9	269994	786037
14	Locked	40.3	233636	803924
15	Locked	40.9	202565	923952
16	Locked	40.3	180285	886953
17	Locked	40.3	155461	936598
18	Locked	40.9	141928	766665
19	Locked	40.9	124564	895622
20	Locked	40.9	115918	990619
21	Locked	40.9	86364	658248
22	Locked	40.9	95166	907162
23	Locked	40.3	108873	846522
24	Locked	40.9	118215	829719

[syochan]

Upstream bonded channels

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

1	49600000	46.3	5120	64 qam	1
2	23600000	47.8	5120	64 qam	5
3	30100000	45.8	5120	64 qam	4
4	36600000	47.8	5120	64 qam	3
5	43100000	47.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	7	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	5	0
5	ATDMA	0	0	5	0

[syochan]

Network Log

Time Priority Description

17/04/2023 09:53:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:53:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:53:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:53:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:53:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:48:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:48:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:47:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:46:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:46:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:46:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:46:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:43:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:43:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:42:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:40:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:40:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:29:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:24:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 09:24:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

That is a very poorly connection!

[Paul_DN]

Hi syochan,

Thank you for reaching out to us in our community and welcome, sorry to see you are facing issues with your connection since our previous outage, I have tried to locate you on our system with the details we have for you however was unable, so I can help further I will send you an invite into a private chat, once received please click on the purple envelope to accept.

Regards

Paul.  

[syochan]

I didn't and still haven't received a private message yet regarding this matter.

I (mistakenly) thought Virgin must have found the issue since my network issue 'repaired' itself in the evening of Thursday last week:

20/04/2023

Since then, it had been running the best it's ever been at this address with only minor disconnects:

21/04/202322/04/202323/04/202324/04/2023

Then yesterday, things took a downturn in the afternoon:

25/04/2023

As of this morning, I've had 4 VPN disconnects within 30 minutes so will have to resolve myself to remote work using my mobile data again.

I hope someone at Virgin is doing something.

Live BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/00268379abb6e1fafafa290640c5b0a31630f62a

[Martin_N]

Our apologies you haven't received that syochan. I will send you a message now. 

^Martin