Specific Timed Internet Drops

[SR8]

Hello everyone, since Friday 6th August I had issues where the Internet would drop at the evening around 10pm and called about it on Sunday. The gentleman told me that it could be virgin media updating and that they only do such updates at night, I also got a text message about maintenance work to be done on Wednesday 11th August. Today it dropped during the day which was infuriating and I called virgin media and they kept blaming my 3rd party mesh wifi even though I only got the mesh on Saturday, this issue occurred to the router on Friday prior to my mesh wifi. I have created a broadband quality monitor and I can send the network logs here but I wanted to ask since an advisor today brought this up with me:

A) Apparently Since the router is in modem mode, the router cannot be updated/fixed , is this true?

B) since the router is in modem mode no checks can be done by virgin (I believe this is true but wanted to double check)

C) do routers update at 10pm? If so it's annoying as hell

I will try to post all my network logs now - modem mode logs are relating to the hub correct? The advisor said its based on my mesh network which doesn't make sense to me but she could be right. 

Here is my graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8b176e001b043b747454ca42d10b10e06f...

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1e987247ac47a09e1ed97b998912850e5aafb70"><img alt="My Broadband Ping - Virgin Deco M9 Plus Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1e987247ac47a09e1ed97b998912850e5aafb70.png" /></a>

[SR8]

3.0 Downstream channels

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

25	330750000	4.800003	37.355988	QAM256	25
1	138750000	9.300003	38.605377	QAM256	1
2	146750000	9.000000	38.983261	QAM256	2
3	154750000	8.800003	38.605377	QAM256	3
4	162750000	8.400002	38.605377	QAM256	4
5	170750000	8.099998	38.605377	QAM256	5
6	178750000	7.599998	38.983261	QAM256	6
7	186750000	7.000000	38.605377	QAM256	7
8	194750000	6.300003	38.605377	QAM256	8
9	202750000	5.800003	38.605377	QAM256	9
10	210750000	5.500000	38.983261	QAM256	10
11	218750000	5.300003	37.636276	QAM256	11
12	226750000	4.900002	37.636276	QAM256	12
13	234750000	4.699997	37.636276	QAM256	13
14	242750000	5.000000	37.636276	QAM256	14
15	250750000	5.099998	37.636276	QAM256	15
16	258750000	5.300003	37.636276	QAM256	16
17	266750000	5.400002	37.636276	QAM256	17
18	274750000	5.300003	38.605377	QAM256	18
19	282750000	6.699997	37.636276	QAM256	19
20	290750000	7.599998	38.605377	QAM256	20
21	298750000	7.400002	38.605377	QAM256	21
22	306750000	6.800003	37.636276	QAM256	22
23	314750000	5.800003	37.636276	QAM256	23
24	322750000	5.199997	37.636276	QAM256	24
26	338750000	4.800003	38.605377	QAM256	26
27	346750000	5.500000	38.605377	QAM256	27
28	354750000	6.099998	38.605377	QAM256	28
29	362750000	6.400002	38.605377	QAM256	29
30	370750000	5.800003	37.636276	QAM256	30
31	378750000	5.599998	38.605377	QAM256	31

3.0 Downstream channels

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

25	Locked	37.355988	0	0
1	Locked	38.605377	0	0
2	Locked	38.983261	0	0
3	Locked	38.605377	0	0
4	Locked	38.605377	0	0
5	Locked	38.605377	0	0
6	Locked	38.983261	6	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
9	Locked	38.605377	0	0
10	Locked	38.983261	0	0
11	Locked	37.636276	6	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	37.636276	0	0
15	Locked	37.636276	0	0
16	Locked	37.636276	0	0
17	Locked	37.636276	7	0
18	Locked	38.605377	0	0
19	Locked	37.636276	0	0
20	Locked	38.605377	0	0
21	Locked	38.605377	0	0
22	Locked	37.636276	8	0
23	Locked	37.636276	0	0
24	Locked	37.636276	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.605377	0	0
30	Locked	37.636276	8	0
31	Locked	38.605377	0	0

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

33

94

4K

1840

QAM4096

424

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

33

Locked

40

5.8

328096

0

[David_Bn]

Thanks for coming back to us SR8

Can you please confirm if you've been able to take the hub our of modem mode and running our hub in router mode?

It may be worth attempting a pin hole reset on the hub, after this has been placed in router mode and then monitoring the hub in router mode to see if the connection drops again

Kindest regards,

David_Bn

[SR8]

---

@David_Bn wrote:

Can you please confirm if you've been able to take the hub our of modem mode and running our hub in router mode?

---

I have done this since the 10th August so all the issues that I have been having are solely on the router.

It may be worth attempting a pin hole reset on the hub, after this has been placed in router mode and then monitoring the hub in router mode to see if the connection drops again

Kindest regards,

David_Bn

---

I have also done this and had no luck. I was supposed to receive a new router today but I have no got any information about it at all. I called yesterday because I was promised the router yesterday but they said its with yodel and can come today. I was hoping to find out what is going on with that even though I believe the main problem is not the router but I am willing to try anything. 

Please let me know as soon as possible because the broadband dropped twice for me yesterday and the fact that myself and my family are working from home we are using 4g right now just incase our broadband dies on us. 

Here is the BQM for proof:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/471db48a34138baeb51631cffaa5cf14f0... 

[SR8]

Update: my router was never ordered in the first place even though the advisors specifically said it was ordered on Saturday so now an engineer is coming on Thursday. The router dropped just before I was going to send this and again as I was going to send this. I realised something when I checked the router when it was dropping the stats.

Refresh data

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25	330750000	-0.6	34.3	QAM256	25
1	138750000	-2.7	28.1	QAM256	1
2	146750000	-2.6	28.6	QAM256	2
3	154750000	-2.3	29.1	QAM256	3
4	162750000	-2.6	29.6	QAM256	4
5	170750000	-3	30	QAM256	5
6	178750000	-3.3	30.2	QAM256	6
7	186750000	-3.9	30.2	QAM256	7
8	194750000	-4.2	30.4	QAM256	8
9	202750000	-4.7	30.4	QAM256	9
10	210750000	-4.7	30.4	QAM256	10
11	218750000	-4.7	30.4	QAM256	11
12	226750000	-4.6	30.9	QAM256	12
13	234750000	-3.9	31.1	QAM256	13
14	242750000	-3.4	31.3	QAM256	14
15	250750000	-3.6	31.2	QAM256	15
16	258750000	-3.4	31.2	QAM256	16
17	266750000	-1.5	32.6	QAM256	17
18	274750000	-0.8	33.4	QAM256	18
19	282750000	0.6	34	QAM256	19
20	290750000	1.8	34.3	QAM256	20
21	298750000	2.1	34.5	QAM256	21
22	306750000	1.8	34.5	QAM256	22
23	314750000	0.6	34.3	QAM256	23
24	322750000	-0.6	34.3	QAM256	24
26	338750000	-0.7	34.9	QAM256	26
27	346750000	0	34.9	QAM256	27
28	354750000	0.9	35.8	QAM256	28
29	362750000	0.9	35.8	QAM256	29
30	370750000	-0.8	35.1	QAM256	30
31	378750000	-0.8	35.1	QAM256	31

3.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25	Locked	34.345688	1932	0
1	Locked	28.061800	864045	401580
2	Locked	28.641720	1216892	43432
3	Locked	29.103352	1226565	2428
4	Locked	29.574476	1142417	80
5	Locked	29.952362	1010279	1
6	Locked	30.154396	943685	0
7	Locked	30.206408	927353	0
8	Locked	30.366289	853850	0
9	Locked	30.420918	799906	0
10	Locked	30.366289	786327	0
11	Locked	30.420918	770747	0
12	Locked	30.884605	626649	0
13	Locked	31.072100	486541	0
14	Locked	31.335388	383570	0
15	Locked	31.201750	429118	0
16	Locked	31.201750	418208	0
17	Locked	32.584778	60728	0
18	Locked	33.376591	17248	0
19	Locked	33.956509	7590	0
20	Locked	34.345688	2984	0
21	Locked	34.483570	2656	0
22	Locked	34.483570	2304	0
23	Locked	34.345688	2630	0
24	Locked	34.345688	2217	0
26	Locked	34.925610	704	0
27	Locked	34.925610	236	0
28	Locked	35.779911	80	0
29	Locked	35.779911	47	0
30	Locked	35.083549	194	0
31	Locked	35.083549	128	0

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

33

94

4K

1840

QAM4096

424

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

33

Locked

38

1.8

634212

1

[lotharmat]

The RxMER has dropped significantly and is leading to PostRS errors on the 3.0 channels!

I may be wrong but for a normal FTTC cabinet connection - the spread of power is too high for D/S to keep a solid connection!

[SR8]

The constant stuff VM customer service say to me is ridiculous. I can't do any work in the house and we're all stressed out trying to finish our work day. I honestly will have to cancel soon because they've caused us nothing but stress. I'd rather have low speeds but stable connection than this nonsense. 

[lotharmat]

Have openreach's FTTP been rolled out in your area yet?

[SR8]

I'm not sure how do I check? I did hear about it

[lotharmat]

Postcode in here:

https://www.openreach.com/fibre-broadband/fibre-first#FibrecheckerX

[SR8]

I only have FTTC and Gfast. I wish virgin media just done its job and worked in our area I don't know why they try so hard to push people away.