Scheduled maintenance broke my internet

[voltized]

I am typing this from my mobile data as the internet service is unbearable

Today, a maintenance was scheduled from 6am-6pm, which I have no problem with, however, my internet returned at around 10:20am (as seen on the BQM) for a few hours, went off for another few minutes and ever since then it has been basically unusable. The faults have cleared on the service status page, there were 2 in my area. Running a test on the kit simply tells me that I'm not connected to the hub even though I am directly wired to it

I have checked the downstream levels and they are too high which would explain this, as I've had a problem with downstream levels before which was rectified by an engineer. My only thought to what may have happened is that what he did was a "temporary" solution and now that maintenance in the area has occurred and rectified whatever problems there was, his solution is maybe causing the high downstream levels?

Before the second service loss as seen in the BQM, I checked the downstream levels also and they were sitting around 2-7 on all channels, but now all channels are past the recommended levels of -6 to 10

I have a Hub 5 if that is of any significance.

BQM & Levels

Downstream bonded channels

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

1	330000000	13.2	41	QAM 256	25
2	138000000	10.4	39	QAM 256	1
3	146000000	10.5	39	QAM 256	2
4	154000000	10.5	40	QAM 256	3
5	162000000	10.6	40	QAM 256	4
6	170000000	10.9	40	QAM 256	5
7	178000000	11	40	QAM 256	6
8	186000000	11.1	40	QAM 256	7
9	194000000	11.3	40	QAM 256	8
10	202000000	11.5	40	QAM 256	9
11	210000000	11.9	40	QAM 256	10
12	218000000	12	40	QAM 256	11
13	226000000	11.8	40	QAM 256	12
14	234000000	11.7	41	QAM 256	13
15	242000000	11.7	41	QAM 256	14
16	250000000	11.8	41	QAM 256	15
17	258000000	12	41	QAM 256	16
18	266000000	12	41	QAM 256	17
19	274000000	12.2	41	QAM 256	18
20	282000000	12.5	41	QAM 256	19
21	290000000	12.9	41	QAM 256	20
22	298000000	12.9	41	QAM 256	21
23	306000000	12.8	41	QAM 256	22
24	314000000	12.8	41	QAM 256	23
25	322000000	13.1	41	QAM 256	24
26	338000000	13.4	42	QAM 256	26
27	346000000	13.4	42	QAM 256	27
28	354000000	13.4	42	QAM 256	28
29	362000000	13.5	42	QAM 256	29
30	370000000	13.6	42	QAM 256	30
31	378000000	13.5	42	QAM 256	31

Downstream bonded channels

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

1	Locked	41	2	232
2	Locked	39	37039	296910
3	Locked	39	38078	152120
4	Locked	40	107152	85495
5	Locked	40	104977	54317
6	Locked	40	103894	49614
7	Locked	40	107662	92958
8	Locked	40	636206	1894293
9	Locked	40	277009	2585972
10	Locked	40	122390	3102964
11	Locked	40	28714	3098248
12	Locked	40	11412	2960776
13	Locked	40	6513	2772506
14	Locked	41	6334	2512020
15	Locked	41	7397	2176160
16	Locked	41	11053	1846784
17	Locked	41	7612	3330
18	Locked	41	7422	3281
19	Locked	41	5715	572030
20	Locked	41	5691	2229
21	Locked	41	6334	2675
22	Locked	41	5620	2158
23	Locked	41	5358	2403
24	Locked	41	4991	1975
25	Locked	41	3673	1551
26	Locked	42	438050	720887
27	Locked	42	5759	2228
28	Locked	42	2739	1231
29	Locked	42	5618	2224
30	Locked	42	3288	1426
31	Locked	42	5532	2229

Upstream bonded channels

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

1	46200000	40.5	5120	QAM 64	1
2	39400000	40.5	5120	QAM 64	2
3	32600000	40.3	5120	QAM 64	3
4	25800000	40.5	5120	QAM 64	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	1	0	0
2	ATDMA	0	1	0	0
3	ATDMA	0	1	0	0
4	ATDMA	0	1	0	0

Any help would be appreciated, thank you!

[voltized]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/108d95632138f53f609ed0a3aaf1...

Here is the BQM, it appears the image I uploaded got deleted

[Tudor]

Could be they te still working on the network.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

[voltized]

Potentially, but not to my knowledge. The service has been the same since the second time it came back. All I have been informed is that the maintenance will last from 6am-6pm which was reflected on the service status, which now says all faults in the area have been cleared and the test is not detecting any problems with the connection

[nodrogd]

The “all day” maintenance tasks are usually cabinet equipment replacements. All the amps, splitters & tap blocks in the network segment are replaced. There is then a short period where the normal service parameters are exceeded as all the new amps have to be calibrated one by one down the line from the fibre node. You should not lose service when this happens, so I can only think there was either something non-standard in the line from the cabinet, or you have been put back on the wrong tap for your location.

[voltized]

I gave Virgin a quick call which they said that it should be fixed by 9pm saying theres a fault, however I cannot see this fault on the service status so I don't know whether this is true or not. I have friends who were affected by the same outage and they have reported to me that their service is back to normal, and performing better than before, and it's been a good few hours ever since the internet returned. What's odd is after the first outage when it worked for 2 hours, it was perfectly fine and even better than before with slightly higher top speed and slightly lower ping, but the second outage has completely ruined it

[voltized]

Not sure if this is related but my router logs have been spamming with this every single minute

31-01-2022 19:03:15	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 19:02:20	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 19:02:10	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 19:02:06	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 19:02:01	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 19:01:59	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 19:01:55	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 10; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 19:01:55	notice	CM-STATUS message sent. Event Type Code: 2; Chan ID: 10; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 19:01:54	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 19:01:40	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 19:01:22	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 19:01:08	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:59:42	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:59:29	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 18:59:05	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 18:59:01	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:58:42	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:58:36	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:58:32	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:58:23	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 18:58:03	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:57:55	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 18:57:51	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 18:57:50	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:57:45	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 18:57:40	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:57:28	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:57:25	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:57:21	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 18:56:58	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2022 18:56:54	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
31-01-2022 18:56:40	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1

[gary_dexter]

What if you call the number Tudor gave above?

[Tudor]

“however I cannot see this fault on the service status”

I presume you mean on the web page. This only details problems that affect 100’s or more users. Local faults, down to post code level will be on the telephone number, it’s always best to use this.

[voltized]

This was the number I called which told me about the fault not appearing on the site. The lady on the phone told me that the phone lines close at 10pm and if it's not resolved by 9:15pm to call back