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Rickson
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Terrible outages

Been a virgin customer for ages and only had 1 big issue that was fixed quickly when I got an engineer round who gave us a new hub. Can't get through to anyone now but not mad as I know it's crazy times.
For several days now I get several times of the day when the internet will drop for 5 minutes then come back. This is regardless of wifi or wired connections. Done all the suggestion reboot/reset things and no help. Happening on all devices - TV, phone, computer. Here are the logs. Super Hub 2.

General Configuration

Network AccessAllowed
Maximum Number of CPEs1
Baseline PrivacyEnabled
DOCSIS ModeEuroDOCSIS 3.0
Config File 

Primary Downstream Service Flow

SFID544252
Max Traffic Rate117000047 bps
Max Traffic Burst42600 bytes
Min Traffic Rate0 bps

Primary Upstream Service Flow

SFID544251
Max Traffic Rate10500047 bps
Max Traffic Burst16320 bytes
Min Traffic Rate0 bps
Max Concatenated Burst16320 bytes
Scheduling TypeBest Effort

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID121187
Frequency (Hz)25800000326000003940000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation16QAM16QAM16QAM16QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)47.0048.2547.5049.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts70585729
T4 Timeouts0000

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)8.578.968.858.448.107.767.557.73
RxMER (dB)37.9438.2638.2638.2638.6138.2638.2638.26
Pre RS Errors362334301296303315316289
Post RS Errors286287283280297294292277

Network Log

First TimeLast TimePriorityError NumberDescription
27/01/2021 15:07:40 GMT27/01/2021 15:07:40 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:07:40 GMT27/01/2021 15:07:40 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:07:39 GMT27/01/2021 15:07:39 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:07:39 GMT27/01/2021 15:07:39 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:07:38 GMT27/01/2021 15:07:38 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:07:37 GMT27/01/2021 15:07:37 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:07:37 GMT27/01/2021 15:07:37 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:07:36 GMT27/01/2021 15:07:36 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:07:35 GMT27/01/2021 15:07:35 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:06:30 GMT27/01/2021 15:06:30 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:06:29 GMT27/01/2021 15:06:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:06:28 GMT27/01/2021 15:06:28 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:05:41 GMT27/01/2021 15:05:41 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:05:40 GMT27/01/2021 15:05:40 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:05:40 GMT27/01/2021 15:05:40 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:04:32 GMT27/01/2021 15:04:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:04:31 GMT27/01/2021 15:04:31 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:04:30 GMT27/01/2021 15:04:30 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:04:29 GMT27/01/2021 15:04:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2021 15:04:27 GMT27/01/2021 15:04:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out
jbrennand
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Re: Terrible outages

Yep that's looking ominous.

First have you checked for "known faults on 0800 561 0061.

Can you do a pinhole reset of the Hub and check all the connections are in tight see if that helps.

Call it in a a fault again - try at 08.00 - and see what they say when they test your connection - also set up a BQM, as per...

----------

if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Rickson
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Re: Terrible outages

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jbrennand
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Re: Terrible outages

Your BMQ is a wall of red. Either your i.p. address has changed and its not what is in the BQM settings - check that. Or, your Hub is set to not respond to ICMP pings. Do you have your own router.

Or you are totally disconnected - what did it say on the 0800 number?

If nothing shows on there, try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.- the UK call centre is still picking up and calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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