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Street-wide broadband dropouts, many times a day

leighbwa
Tuning in

Hi all,

Posting here out of slight desperation as our broadband issues are beyond unacceptable now and there has so far been very little acknowledgement from Virgin of a problem. 

Our internet has been suffering intermittent dropouts for about 2 months now, normally lasting between 10s - 3 mins. Initially it was just a few per week, but more recently this has increased to up to multiple times per hour and for longer periods. 

I've had two engineers visit my property and they could find absolutely nothing wrong with my equipment. In recent weeks, discussions have been had among neighbours and it's clear this is impacting all of the virgin users, and dropouts are at the same time (as far as I know these cover postcodes N5 1TA and N5 1TB. They have also had engineers visit with the same result. 

Several of us have tried to raise the issue with Virgin but the answer we get is that they have to send an engineer to the property, or just to keep doing the status check when there is a dropout (which incidentally does not recognise that there's any issue either, nor give an option to solve the problem). 

I find the inability to recognise that there is a serious network issue in the area completely unacceptable, and the current service is frankly unusable, so I'm asking for advice on how we can escalate the problem, or more drastically what our options are to terminate our contract on these grounds. I'd appreciate any help please. Thank you

12 REPLIES 12

Client62
Legend

Which Hub do you have ?

Which lights are lit on your Hub during the street wide dropouts ?

Tudor
Very Insightful Person
Very Insightful Person

Setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues and advise your neighbours to do the same. You can then compare the results, by what you have said, they should be the same. You then have some evidence to present to the technician. 

______________________________________________________


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

It was happening with my Hub 4 before, and then they gave me a Hub 5 and still happening. The lights don't tend to change when it's a small dropout, but if it's longer then it normally comes back online after flashing red for a while. 

Thanks Tudor, good idea. I've set up a monitor - graph link here

BQM looks terrible.

jbrennand
Very Insightful Person
Very Insightful Person

As Carl says early BQM is dreadful.

Is your Hub in Normal or Modem mode ?  What devices do you have plugged into it on ethernet cables?

Also can we see this data....

  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi John,

Data is below. I believe the hub is in Router mode.

Downstream bonded channels:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000002.938QAM 25625
22110000002.737QAM 25610
32190000002.838QAM 25611
4227000000338QAM 25612
52350000003.538QAM 25613
62430000003.638QAM 25614
72510000003.438QAM 25615
82590000003.539QAM 25616
92670000003.438QAM 25617
102750000003.138QAM 25618
112830000003.238QAM 25619
122910000003.338QAM 25620
132990000003.438QAM 25621
143070000003.338QAM 25622
15315000000338QAM 25623
163230000002.638QAM 25624
173390000003.138QAM 25626
183470000002.838QAM 25627
193550000002.838QAM 25628
20363000000338QAM 25629
213710000002.738QAM 25630
223790000002.838QAM 25631
233870000003.239QAM 25632
243950000003.139QAM 25633
254030000003.439QAM 25634
264110000003.939QAM 25635
274190000003.939QAM 25636
284270000004.139QAM 25637
294350000004.740QAM 25638
304430000004.840QAM 25639
314510000005.140QAM 25640

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38641248
2Locked3700
3Locked381526
4Locked3800
5Locked3800
6Locked38927
7Locked381123
8Locked3900
9Locked3800
10Locked381521
11Locked381223
12Locked381925
13Locked381529
14Locked381732
15Locked381723
16Locked381821
17Locked381923
18Locked381826
19Locked381633
20Locked381722
21Locked381732
22Locked382142
23Locked391937
24Locked392527
25Locked391929
26Locked392034
27Locked392127
28Locked393145
29Locked401724
30Locked401946
31Locked401749

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000048.35120QAM 641
14310000048.85120QAM 642
23660000049.35120QAM 643
33010000048.85120QAM 644
423600000495120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA07200
1ATDMA07430
2ATDMA07200
3ATDMA07190
4ATDMA07200

 

Network Log

Time Priority Description
13-08-2023 17:20:15critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:20:15criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:15:50criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:15:48noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; 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;
13-08-2023 17:15:32warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:15:32noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:15:24criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:15:22warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:15:01criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:15:00noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;C
13-08-2023 17:15:00noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-Q
13-08-2023 17:15:00noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:15:00noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 41; 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;
13-08-2023 17:15:00noticeCM-STATUS message sent. Event Type Code: 22; Chan ID: 41; 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;
13-08-2023 17:14:56criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:56criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:52noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:44criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:43criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:42criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:41criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:39criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:19warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:16criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:07warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 17:14:06criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thanks!

leighbwa
Tuning in

Also I've got a Virgin TV set and PS5 plugged in via ethernet. 

leighbwa
Tuning in

This morning's update: 

There was a change in service status on the app last night to say an engineer was working to fix "intermittent" fibre, voice and TV services in the area, and this morning it says it is fixed. 

For 30 mins it seemed like this might have been correct, and the graph also suggested as much, but as soon as traffic picked up in the morning it has returned to being dreadful.