Unstable connection / sustained packet loss

[nikbower]

Virgin is reporting no issues in my area and running their test shows no problems, but my internet as been too unstable to use for days.  Outlook cannot connect, web browsing is intermittent, work is impossible.  Yet again I am using my phone's hotspot.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/555a3cec7d9752a7ec2a51f5d84d6d2a2ea2bfac

[nikbower]

Network Log

Time	Priority	Description
22/10/2021 06:39:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 21:53:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 21:53:18	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 20:53:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 20:53:24	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 16:56:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 16:56:11	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 16:54:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 16:54:39	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 16:52:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 16:52:51	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 10:42:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 10:42:43	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 10:21:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 10:21:24	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 09:42:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 09:42:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 09:35:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 09:35:57	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 09:34:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[nikbower]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	25800000	42.8	5120	32 qam	6
2	32600000	43.3	5120	32 qam	5
3	39400000	43.3	5120	32 qam	4
4	46200000	42.8	5120	32 qam	3

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[nikbower]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	170750000	1.4	40	256 qam	5
2	138750000	2	38	256 qam	1
3	146750000	1.7	40	256 qam	2
4	154750000	1.5	40	256 qam	3
5	162750000	1.2	40	256 qam	4
6	178750000	1	38	256 qam	6
7	186750000	1	38	256 qam	7
8	194750000	1	40	256 qam	8
9	202750000	0.7	40	256 qam	9
10	210750000	0.5	38	256 qam	10
11	218750000	0.5	40	256 qam	11
12	226750000	0.2	40	256 qam	12
13	234750000	0.2	38	256 qam	13
14	242750000	0	38	256 qam	14
15	250750000	0	38	256 qam	15
16	258750000	0	40	256 qam	16
17	266750000	0	38	256 qam	17
18	274750000	-0.2	38	256 qam	18
19	282750000	0	38	256 qam	19
20	290750000	0	38	256 qam	20
21	298750000	0.4	38	256 qam	21
22	306750000	0.2	38	256 qam	22
23	314750000	0	38	256 qam	23
24	322750000	0	38	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	6	0
2	Locked	38.9	6	0
3	Locked	40.3	5	0
4	Locked	40.3	6	0
5	Locked	40.9	5	0
6	Locked	38.9	5	0
7	Locked	38.9	5	0
8	Locked	40.3	7	0
9	Locked	40.3	6	0
10	Locked	38.9	3	0
11	Locked	40.9	6	0
12	Locked	40.3	6	0
13	Locked	38.6	6	0
14	Locked	38.9	7	0
15	Locked	38.6	9	0
16	Locked	40.3	4	0
17	Locked	38.6	4	0
18	Locked	38.6	6	0
19	Locked	38.9	6	0
20	Locked	38.9	6	0
21	Locked	38.6	5	0
22	Locked	38.6	6	0
23	Locked	38.9	6	0
24	Locked	38.9	8	0

[John_GS]

Hi nikbower

Thanks for posting. My apologies for the broadband issues. 

I've done a system check today and you're affected by an SNR (signal to noise ratio) issue. F009338025 is the fault reference number and the estimated fix date is the 2nd November. 

Best,

[nikbower]

OMG what a nightmare.  I have spent more time affected by SNR issues in my area over the past 2 years than I have been free of them.  A fix date of 2 November means neither my wife nor I will be able to work effectively from home for the whole of next week.  This really is unacceptable.  Do you have any idea what is to blame, where the problem is and how to fix it, or is that fix date just going to keep moving further out every time we approach?

[Alex_RM]

I'm sorry for any inconvenience this is causing.

We will aim to have this resolved as soon as possible.

The only additional information I can see if that there are errors at the Node.

Alex_Rm

[nikbower]

Anything you can do to help would be appreciated, thank you

[Akua_A]

Thank you for your response @nikbower

I have had a look into your account regarding this and I can confirm the SNR outage is still ongoing. The current estimated fix time now is 02 NOV 2021 14:00. Our team will aim to get this resolved as soon as possible.

If the issue persists after the given estimated fix time, please let us know and we will do our best to help from here.

Thanks,

[nikbower]

Hi guys, it's 3 November and the issue is not fixed.  Please check my BQM (live linked higher in the chain) to see what a catastrophic failure of service I am enduring right now.  What are you able to do about this? When can it be fixed?