Partial Service DS only

[Ed3925]

I seem to have an intermittent problem with my broadband connection.

Some of the time, it seems to work fine...

But... Intermittently, I lose the ability to use data and when I log into the router on my phone or laptop, it (often but not always) says 'Partial Service DS only'. On running the status checker from the router login screen, it says the broadband is down (without further explanation). On the other hand, the status checker on the Virgin website does not show a problem.

Speed tests are affected when it shows 'Partial Service DS only', with much reduced DL speed. And yet, speed tests performed when this message isn't shown are as expected.

What's the cause and how do I resolve this?

Naturally, I've done the usual stuff like reboot the router and check the connections are tight.

[Ed3925]

The Network log has loads of errors, which happen each time the data connection fails and then reconnects, intially with much reduced DL speed, which gradually improves and then returns to normal.... until the next failure. 

I will be irritated if 'moderators' remove my screenshots because I'm not sure how I'm supposed to get help.  Call waiting times are terrible with customer service - I've not encoutered anything quite like it.

Network log states:

Lost MDD Timeout

RCS Partial Service

[conman33158]

You might start getting help by doing as asked above 😞

[Ed3925]

Yes, which I've done

[Ed3925]

Perhaps if the moderators would approve the screenshots I've sent?

[conman33158]

In the instructions is shows in bold red writing No screen shots. We ask this for a reason 

[Ed3925]

I see.  Thank you for making me feel stupid.

[conman33158]

From what little information there is provided in the screen shots you have 2 many Post RS Errors and 1 of your upload streams is missing plus the power levels are too high.

You will need an engineer visit to put this right. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

[Ed3925]

Thank you.  Sorry - I was quite frustrated.  I called Virgin today and it was... stressful.  I was on hold for 40 mins and the guy I was speaking to didn't seem to be listening at all.  He had me unplug the router and plug it back in.  He then said they would monitor the connection for the next 30 days and if it showed an ongoing issue, I could complain to Ofcom.  I don't want to complain!  I want an engineer to fix the issue.

I will send you all the information I have (not as screenshots!) if you wouldn't mind having a look.  It will take up several posts.

Cable Modem Status

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

[Ed3925]

Downstream bonded channels

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

1	331000000	4.5	40	256 qam	25
2	203000000	2.5	40	256 qam	9
3	211000000	2.7	40	256 qam	10
4	219000000	2.7	28	256 qam	11
5	227000000	2.4	38	256 qam	12
6	235000000	2.4	40	256 qam	13
7	243000000	2.9	40	256 qam	14
8	251000000	3	40	256 qam	15
9	259000000	3	40	256 qam	16
10	267000000	3.7	40	256 qam	17
11	275000000	3.7	43	256 qam	18
12	283000000	3.4	43	256 qam	19
13	291000000	3.4	40	256 qam	20
14	299000000	4.3	40	256 qam	21
15	307000000	4.4	40	256 qam	22
16	315000000	3.9	40	256 qam	23
17	323000000	4	40	256 qam	24
18	371000000	4.8	40	256 qam	26
19	379000000	4.9	40	256 qam	27
20	387000000	4.9	41	256 qam	28
21	395000000	4.8	40	256 qam	29
22	403000000	5	40	256 qam	30
23	411000000	5.5	40	256 qam	31
24	419000000	5.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	1510	1606
2	Locked	40.9	2998	3043
3	Locked	40.9	2932	2845
4	Locked	28.9	8367301	243049130
5	Locked	38.6	3130	2671
6	Locked	40.3	2726	2585
7	Locked	40.3	2499	1916
8	Locked	40.3	2391	2035
9	Locked	40.9	2182	1889
10	Locked	40.3	2000	1717
11	Locked	43.3	1952	1588
12	Locked	43.3	1895	1480
13	Locked	40.9	1913	1753
14	Locked	40.9	2011	1461
15	Locked	40.3	1903	1491
16	Locked	40.9	1825	1486
17	Locked	40.3	1736	1398
18	Locked	40.9	1073	1350
19	Locked	40.9	1060	1421
20	Locked	41.6	1040	1257
21	Locked	40.9	995	1470
22	Locked	40.9	980	1442
23	Locked	40.9	933	1355
24	Locked	40.9	2413	1813

[Ed3925]

Upstream bonded channels

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

1	46200000	50.9	5120	64 qam	3
2	39400000	51	5120	64 qam	4
3	53700017	51	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	17	0
3	ATDMA	0	0	0	0