Poor internet connection

[moley001]

Recently I've been having lots of issues with my internet connection. Throughout the day the connection is slow or can timeout. During the night the connection has been completely unusable. Unfortunately I'm an evening/night time worker so this is when I'm most likely to use it. I've attached relevant network status data and a BQM which I started early hours this morning. 

Additionally I was speaking with a neighbour yesterday who has also been having issues with his Virgin Media, so this issue might be a network issue. Virgin Media status shows no issues in the area.

BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/5c460ec80537c86c12014c383a2fe63b5c...

3.0 Upstream channels

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

1	25800000	49.770599	5120 KSym/sec	64QAM	4
2	32600000	49.270599	5120 KSym/sec	64QAM	3
3	39400000	49.770599	5120 KSym/sec	64QAM	2
4	46200000	50.270599	5120 KSym/sec	16QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	12	22
2	US_TYPE_STDMA	0	0	13	22
3	US_TYPE_STDMA	0	0	13	23
4	US_TYPE_STDMA	0	0	1	0

3.0 Downstream channels

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

12	226750000	-6.900002	37.636276	QAM256	12
1	138750000	-3.099998	38.605377	QAM256	1
2	146750000	-3.599998	38.605377	QAM256	2
3	154750000	-4.000000	38.605377	QAM256	3
4	162750000	-4.400002	38.605377	QAM256	4
5	170750000	-5.099998	38.605377	QAM256	5
6	178750000	-5.200001	38.605377	QAM256	6
7	186750000	-5.500000	38.605377	QAM256	7
8	194750000	-5.700001	38.605377	QAM256	8
9	202750000	-6.099998	38.605377	QAM256	9
10	210750000	-6.200001	38.605377	QAM256	10
11	218750000	-6.500000	38.605377	QAM256	11
13	234750000	-7.000000	37.636276	QAM256	13
14	242750000	-6.299999	38.605377	QAM256	14
15	250750000	-6.500000	37.636276	QAM256	15
16	258750000	-5.900002	37.636276	QAM256	16
17	266750000	-6.099998	37.636276	QAM256	17
18	274750000	-6.000000	37.355988	QAM256	18
19	282750000	-5.799999	37.636276	QAM256	19
20	290750000	-5.799999	37.636276	QAM256	20
21	298750000	-5.799999	37.636276	QAM256	21
22	306750000	-6.400002	37.636276	QAM256	22
23	314750000	-6.700001	38.605377	QAM256	23
24	322750000	-7.000000	37.636276	QAM256	24
25	330750000	-6.799999	38.605377	QAM256	25
26	338750000	-6.900002	38.605377	QAM256	26
27	346750000	-7.099998	37.636276	QAM256	27
28	354750000	-7.500000	37.636276	QAM256	28
29	362750000	-7.700001	37.355988	QAM256	29
30	370750000	-7.700001	38.605377	QAM256	30
31	378750000	-8.000000	37.636276	QAM256	31

3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM2048

759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

34

-16.3

3441510

0

[lotharmat]

Ooooh - that is a poorly connection:

U/S - Power looks to be on the high-side with one channel at 16 QAM (should be 64) - T3 AND T4 timeouts
D/S - Power is too low on most channels (If you have an attenuator fitted you can remove it_
3.1 channel power is too low and the QAM should be 4096!

It would be worth calling 0800 561 0061 to see if you are subject to a wider issue.

If not - I'd call it in on 150 as a broadband fault to get a tech visit booked!

[moley001]

I think poorly is an understatement.

Since posting I've rechecked the status page and apparently the area does have a TV streaming issue, but that's it. 

Its also Friday evening so I'll see out the weekend and if nothing changes I'll try an arrange a visit.

If a moderator sees this post before then I'd be happy to arrange a visit with them, saves trying to explain all the numbers over the phone. 

[jbrennand]

As well as trying the “check service,” Area status webpage", also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[Gareth_L]

Hello moley001

Sorry you have had to post this on our Forums 

I will be honest and say the Upstream and Downstream levels are pretty bad 

I would need to pass security by private message and arrange a technician visit 

If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

[Gareth_L]

Hi moley001

Now we have managed to book a service call 

Can you please let us know how things are afterwards 

Gareth_L

[moley001]

Engineer was spot on and quickly located the problem. There was a coupler/connectors installed where the cable drops from the front wall and enters the street ducting which had severely corroded. Old coupler/connectors replaced and all appears to be working perfectly. 

Connection is very stable with the only dropout being a few minutes yesterday in the early hours. Router was showing it was still connected so this might have been network maintenance, either way very happy. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/83020d4acbcff34335b4ebeca7a85f78c9eb7921-19-09-2021

[lotharmat]

I think you're right about maintenance - Mine had a similar drop at the same time!

[Jodi_S]

Thanks for the update moley001,

Glad to hear that our engineer has managed to get this issue resolved for you, and that you have had a stable connection since.

If you have any further issues, please come back to us through this channel.

Kind regards Jodi.