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Regular dropouts since area fault...

jusme
On our wavelength

on ‎02-10-2022 14:41

Hi,

Since an "area fault" took the service down for a day and a half (!), we've been having regular short dropouts, sometimes several a day, which is becoming very annoying for streaming / gaming.

When it's up, speed test reports ~512Mbps (500Mbit tier). Connection is a Hub 4 in modem mode, connected to a Linux (CentOS) "router". Modem and router both rebooted since the outage (more than once), nothing else changed. Area is WV3.

Below is a full  a log of the up's and down's from the long outage (19-20th September). Before that it was rock solid. Note that the dropouts are typically only a few tens of seconds (but long enough to cause pain), though the monitoring (ping across several public addresses) takes a few minutes to flag it as back up.

The times of the dropouts don't correspond to any particular activity or DHCP lease expiry.

Any clues where the problem might be, or how best to report this fault?

------------------------------------------

Mon 19 Sep 00:52:49 BST 2022: WAN down ("area fault")
Tue 20 Sep 10:52:26 BST 2022: WAN up

Tue 20 Sep 23:53:28 BST 2022: WAN down
Tue 20 Sep 23:57:45 BST 2022: WAN up

Wed 21 Sep 01:40:38 BST 2022: WAN down
Wed 21 Sep 01:46:34 BST 2022: WAN up

Wed 21 Sep 12:45:46 BST 2022: WAN down
Wed 21 Sep 12:50:31 BST 2022: WAN up

Wed 21 Sep 13:45:04 BST 2022: WAN down
Wed 21 Sep 13:49:56 BST 2022: WAN up

Wed 21 Sep 17:45:31 BST 2022: WAN down (longer outage while rebooting modem)
Wed 21 Sep 18:07:04 BST 2022: WAN up

Thu 22 Sep 00:53:30 BST 2022: WAN down
Thu 22 Sep 00:57:55 BST 2022: WAN up

Thu 22 Sep 01:05:52 BST 2022: WAN down
Thu 22 Sep 01:11:49 BST 2022: WAN up

Sat 24 Sep 01:44:30 BST 2022: WAN down
Sat 24 Sep 01:50:27 BST 2022: WAN up

Fri 30 Sep 01:14:32 BST 2022: WAN down
Fri 30 Sep 01:20:28 BST 2022: WAN up

Fri 30 Sep 12:18:58 BST 2022: WAN down
Fri 30 Sep 12:23:02 BST 2022: WAN up

Fri 30 Sep 15:18:49 BST 2022: WAN down
Fri 30 Sep 15:24:40 BST 2022: WAN up

Fri 30 Sep 19:18:54 BST 2022: WAN down
Fri 30 Sep 19:23:45 BST 2022: WAN up

Fri 30 Sep 20:19:19 BST 2022: WAN down
Fri 30 Sep 20:23:45 BST 2022: WAN up

Sat 1 Oct 00:19:08 BST 2022: WAN down
Sat 1 Oct 00:23:37 BST 2022: WAN up

Sat 1 Oct 01:19:12 BST 2022: WAN down
Sat 1 Oct 01:23:56 BST 2022: WAN up

Sun 2 Oct 01:56:17 BST 2022: WAN down
Sun 2 Oct 02:02:12 BST 2022: WAN up

Sun 2 Oct 11:02:49 BST 2022: WAN down
Sun 2 Oct 11:08:49 BST 2022: WAN up

Sun 2 Oct 13:03:04 BST 2022: WAN down
Sun 2 Oct 13:07:48 BST 2022: WAN up

Sun 2 Oct 14:03:08 BST 2022: WAN down
Sun 2 Oct 14:07:42 BST 2022: WAN up

 

 

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46 REPLIES 46

newapollo
Very Insightful Person
Very Insightful Person

on ‎02-10-2022 16:31

Hi @jusme 

Has the "area fault" cleared yet?

Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.

If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

Check all of your cabling, especially the white coaxial cable, and make sure it's snug and tight and free from all kinks.

 

There are a lot of tech guru's on the forum that can look into your issues but when posting the hub stats they need the full details from the Router Status page. So please  copy/paste 3 FULL sets of data onto here (not screenshots) – from the Downstream, Upstream, & Network Logs pages. 

You should also set up a BQM monitor  at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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jusme
On our wavelength
In response to newapollo

on ‎02-10-2022 16:52

Thanks for the response.

The "area fault" was cleared 2 weeks ago, nothing current showing on any status reports.

I've checked and tightened the co-ax cable between the wallplate and the modem (it's one of those horrid push-on affairs, not a proper screw-on), no better and no worse.

Will past logs in separate messages (won't let me put them all on this one)

I'll have a look at BQM.

 

jusme
On our wavelength
In response to jusme

on ‎02-10-2022 16:54

3.0 Downstream channels

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

243230000000.90000240.366287QAM25624
102110000001.50000040.366287QAM25610
112190000001.40000240.366287QAM25611
122270000001.20000140.366287QAM25612
132350000001.00000040.366287QAM25613
142430000001.00000040.366287QAM25614
152510000001.00000040.366287QAM25615
162590000000.90000238.983261QAM25616
172670000000.79999938.983261QAM25617
182750000000.50000038.983261QAM25618
19283000000-0.40000238.983261QAM25619
20291000000-1.00000038.983261QAM25620
21299000000-0.79999938.983261QAM25621
223070000000.09999838.983261QAM25622
233150000000.70000138.983261QAM25623
253310000000.90000240.366287QAM25625
263390000001.20000140.366287QAM25626
273470000001.29999940.366287QAM25627
283550000001.09999840.366287QAM25628
293630000000.90000240.366287QAM25629
303710000001.09999840.366287QAM25630
313790000001.29999940.366287QAM25631
323870000001.09999840.366287QAM25632
333950000000.79999940.946209QAM25633
344030000000.59999840.366287QAM25634
354110000000.29999938.983261QAM25635
36419000000-0.50000038.983261QAM25636
37427000000-1.00000038.983261QAM25637
38435000000-1.00000038.983261QAM25638
39443000000-0.79999938.983261QAM25639
40451000000-0.29999938.983261QAM25640



3.0 Downstream channels

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

24Locked40.36628700
10Locked40.36628700
11Locked40.36628700
12Locked40.36628700
13Locked40.36628700
14Locked40.36628700
15Locked40.36628700
16Locked38.98326100
17Locked38.98326100
18Locked38.98326100
19Locked38.98326100
20Locked38.98326100
21Locked38.98326100
22Locked38.98326100
23Locked38.98326100
25Locked40.36628700
26Locked40.36628700
27Locked40.36628700
28Locked40.36628700
29Locked40.36628700
30Locked40.36628700
31Locked40.36628700
32Locked40.36628700
33Locked40.94620900
34Locked40.36628700
35Locked38.98326100
36Locked38.98326100
37Locked38.98326100
38Locked38.98326100
39Locked38.98326100
40Locked38.98326100



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked41-3.32269666480
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jusme
On our wavelength
In response to jusme

on ‎02-10-2022 16:55

3.0 Upstream channels

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

14310000046.5205995120 KSym/sec64QAM2
22360000046.0205995120 KSym/sec64QAM5
33010000046.5205995120 KSym/sec64QAM4
43660000046.5205995120 KSym/sec64QAM3
54960000046.5205995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0010
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
5US_TYPE_STDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.040.52KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900
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jusme
On our wavelength
In response to jusme

on ‎02-10-2022 16:56

Network Log

Time Priority Description

Sat Oct 1 16:47:30 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:49:30 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:49:30 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:51:30 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:51:30 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:53:30 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:53:30 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:55:29 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:55:30 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:57:29 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:57:29 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:59:29 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 16:59:29 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:01:29 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:01:29 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:03:29 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:03:29 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:05:28 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:05:29 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:07:28 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:07:28 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:09:28 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:09:28 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:11:28 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:11:28 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:13:28 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:13:28 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:15:27 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:15:28 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:17:27 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:17:27 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:19:47 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:19:47 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:22:07 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:22:07 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:24:27 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:24:27 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:26:46 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:26:47 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:29:06 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:29:06 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 1 17:31:26 20223Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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jusme
On our wavelength
In response to jusme

on ‎03-10-2022 06:46

Fault is getting worst, down and up half a dozen times since yesterday evening. The dropouts seem to be around the same time every hour (XX:03) from 8pm last night until 1am this morning, which suggests something resetting other than a "bad connection", then it was fine for the rest of the night. The hub status isn't responding at the moment, so I suspect it may be faulty?

Sun 2 Oct 11:02:49 BST 2022: WAN down
Sun 2 Oct 11:08:49 BST 2022: WAN up
Sun 2 Oct 13:03:04 BST 2022: WAN down
Sun 2 Oct 13:07:48 BST 2022: WAN up
Sun 2 Oct 14:03:08 BST 2022: WAN down
Sun 2 Oct 14:07:42 BST 2022: WAN up
Sun 2 Oct 16:03:16 BST 2022: WAN down
Sun 2 Oct 16:09:26 BST 2022: WAN up
Sun 2 Oct 18:03:35 BST 2022: WAN down
Sun 2 Oct 18:07:55 BST 2022: WAN up
Sun 2 Oct 19:03:24 BST 2022: WAN down
Sun 2 Oct 19:08:00 BST 2022: WAN up
Sun 2 Oct 20:03:18 BST 2022: WAN down
Sun 2 Oct 20:08:04 BST 2022: WAN up
Sun 2 Oct 21:03:38 BST 2022: WAN down
Sun 2 Oct 21:07:58 BST 2022: WAN up
Sun 2 Oct 22:03:33 BST 2022: WAN down
Sun 2 Oct 22:07:56 BST 2022: WAN up
Sun 2 Oct 23:03:24 BST 2022: WAN down
Sun 2 Oct 23:08:06 BST 2022: WAN up
Mon 3 Oct 00:03:29 BST 2022: WAN down
Mon 3 Oct 00:07:56 BST 2022: WAN up
Mon 3 Oct 01:03:24 BST 2022: WAN down
Mon 3 Oct 01:08:04 BST 2022: WAN up

 

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jusme
On our wavelength
In response to jusme

on ‎03-10-2022 13:45

Still a problem today, called 151.

"There's an intermittent signal issue in your area", sent a link to https://www.virginmedia.com/support/help/check-services/ivr/[redacted].

That page has a "get started" button to make some local checks and book a technician, but it doesn't work on mobile (WiFi or mobile data), chrome, firefox or edge 😞

Getting a bit fed up with this - 48 hour outage and continuous dropouts, so booked a DSL install - better a slower but reliable service. And as soon as they blow some glass up those purple pipes they've been burying outside and light it up we'll be off to FTTH.

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