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smblck
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Repeated Dropouts

Hi,

Posting here in the hope that someone can give some insight into what is going on. I've been suffering from 3+ weeks of broadband dropouts. 10-20 times a day. Full loss of connection, hub reset, the works. Mostly fobbed off by technical team. 'Issue with the network in the area', although the status checker has never shown that. Had a technician visit, who checked and replaced cables, replaced the wall box and isolator, was even down the manhole in the street trying to trace the fault. He confirmed to me that after speaking to his networking team, there was apparently no issue on the network. Complaint opened with apparently no resolution whatsoever.

1.5 hours on the phone to Virgin last night, spoke to 6 people! One of whom tried to convince me that 11 devices connected was 'far too many' for a 100mbps connection. Just nonsense. In the end I asked to speak to cancellations and finally reached someone helpful. As a result, I am now on 350mbps at the same price, with the bonus of now being in a cooling off period - i.e. if this is not fixed in 28 days, I am off. I am hoping that posting here will spur VM on to fix this, or at least someone can try and spot what is wrong from the logs here:

Current speed is no better than 44Mbps down, on wired or wifi

Link to BQM:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/29260f1a726fff35c430acc10e2e766778... 

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smblck
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Re: Repeated Dropouts

Router Logs:

Downstream bonded channels

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

14430000000.438256 qam37
22510000003.238256 qam15
3259000000438256 qam16
42670000004.938256 qam17
52750000005.438256 qam18
62830000005.540256 qam19
72910000005.640256 qam20
82990000005.538256 qam21
93070000005.440256 qam22
103150000005.438256 qam23
113230000005.338256 qam24
123470000005.140256 qam25
133550000005.438256 qam26
143630000005.938256 qam27
153710000005.840256 qam28
163790000002.737256 qam29
17387000000-0.937256 qam30
18395000000-435256 qam31
19403000000-9.231256 qam32
20419000000-8.732256 qam34
21427000000-436256 qam35
22435000000-1.537256 qam36
23451000000238256 qam38



Downstream bonded channels

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

1Locked38.94644
2Locked38.9160
3Locked38.6150
4Locked38.6220
5Locked38.9220
6Locked40.3200
7Locked40.3222
8Locked38.9201
9Locked40.3242
10Locked38.61612
11Locked38.61139
12Locked40.92543
13Locked38.92146
14Locked38.915134
15Locked40.32251
16Locked37.32257
17Locked37.64035
18Locked35.712775
19Locked31.3182985384
20Locked32.2138437338405264
21Locked36.3459649102
22Locked37.322843
23Locked38.93636

 

Upstream bonded channels

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

14619999842.3512064 qam11
23940002442.3512064 qam12
35370000042.3512064 qam10
46029996942.3512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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smblck
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Re: Repeated Dropouts

Network Log

Time Priority Description

18/02/2021 10:11:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 10:08:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:44:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:44:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:38:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:38:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:20:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:20:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:19:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:19:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:19:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:19:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:12:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:12:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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tehwolf
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Re: Repeated Dropouts

a couple of your downstream channels are way out of spec (channels 19,20) the rest look ok.. you’re seeing a lot of errors on channel 20, fewer on 19 but this is likely impacting the quality of your connection.. upstream looks ok.

network log is showing a lot of channel drops (assume it’s teh same channels). Suspect you’ll need an engineer to put this right, but you could start by checking that all of hte coax connections, both inside and outside your house, aren’t loose..

it takes a few days for a forum staffer to respond, maybe 3 - 5, so if this is urgent you’re better off calling it in (though as you’ve already done that and been fobbed off, you may prefer to wait here :p) 

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smblck
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Re: Repeated Dropouts

That's really helpful! Evidence of something actually being wrong!

Not sure I can stomach another call to VM to try and explain this just yet, so I might just sit it out. Thank you

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