VM 1GIG TPLink Router - Broadband goes down daily

[savvy111]

Hi all,
I have VM 1GIG Broadband package in modem mode using an Omada TP-Link Router and LAN, AP’s etc.
Roughly on a daily basis the broadband goes down, there’s no distinct pattern and it occurs most days. Outage can last from 60seconds to 5minutes. I have switched the HUB5 back into Router mode to enable monitoring/testing and I do get some dropped packets, is the amount acceptable? (see TBB graph). Also, could someone please help me with he HUB5 router logs? I don’t really know what I should be looking for - does it look ok?
Thank you..
savvy

3.0 Downstream channels

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

1	331000000	7.9	40	QAM 256	25
2	147000000	7.5	39	QAM 256	2
3	155000000	7.6	39	QAM 256	3
4	163000000	7.4	39	QAM 256	4
5	171000000	7.3	39	QAM 256	5
6	179000000	7.2	39	QAM 256	6
7	187000000	7.2	39	QAM 256	7
8	195000000	7.4	39	QAM 256	8
9	203000000	7.3	39	QAM 256	9
10	211000000	7.5	39	QAM 256	10
11	219000000	7.6	39	QAM 256	11
12	227000000	7.4	39	QAM 256	12
13	235000000	7.6	39	QAM 256	13
14	243000000	7.4	40	QAM 256	14
15	251000000	7.4	40	QAM 256	15
16	259000000	7.4	40	QAM 256	16
17	267000000	7.4	40	QAM 256	17
18	275000000	7.5	40	QAM 256	18
19	283000000	7.6	40	QAM 256	19
20	291000000	7.7	40	QAM 256	20
21	299000000	7.7	40	QAM 256	21
22	307000000	7.6	40	QAM 256	22
23	315000000	7.6	40	QAM 256	23
24	323000000	7.7	40	QAM 256	24
25	339000000	8.2	40	QAM 256	26
26	347000000	8.3	41	QAM 256	27
27	355000000	8.1	41	QAM 256	28
28	363000000	7.9	40	QAM 256	29
29	371000000	7.9	40	QAM 256	30
30	379000000	7.9	40	QAM 256	31
31	387000000	7.8	40	QAM 256	32

3.0 Downstream channels

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

1	Locked	40	0	0
2	Locked	39	0	0
3	Locked	39	0	0
4	Locked	39	0	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	39	0	0
10	Locked	39	0	0
11	Locked	39	0	0
12	Locked	39	0	0
13	Locked	39	0	0
14	Locked	40	0	0
15	Locked	40	0	0
16	Locked	40	0	0
17	Locked	40	0	0
18	Locked	40	0	0
19	Locked	40	0	0
20	Locked	40	0	0
21	Locked	40	0	0
22	Locked	40	0	0
23	Locked	40	1	0
24	Locked	40	1	0
25	Locked	40	0	0
26	Locked	41	0	0
27	Locked	41	0	0
28	Locked	40	0	0
29	Locked	40	0	0
30	Locked	40	0	0
31	Locked	40	1	0

3.1 Downstream channels

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

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

43

4.9

373338355

0

3.0 Upstream channels

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

0	49600000	44	5120	QAM 32	7
1	43100000	43.8	5120	QAM 32	8
2	36600000	44	5120	QAM 32	9
3	30100000	43.8	5120	QAM 32	10
4	23600000	43.5	5120	QAM 32	11

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.4

39.0

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

208

74000000

0

0

[savvy111]

My broadband has had these issues since installation, I just assumed it was 'normal' to have down time now and then so much so i actually had to purchase a three 4g Modem broadband router to use as a failover ISP. So this is costing me more then it should. There are definitely issues when using video calls and having my camera on or presenting on different software (zoom, meets, teams)

Could the Virgin Media Team please contact me to resolve the issue?

[savvy111]

also, I don't realy understand how this is possible - I have a lower speed at the hub then i do on my lan for upload? 🙃

[Lee_R]

Hi @savvy111 thanks for getting back to me.

I am going to send you a private message. Please keep an eye on your inbox on the top right of your screen.

Regards

Lee

[legacy1]

---

@savvy111 wrote:

also, I don't realy understand how this is possible - I have a lower speed at the hub then i do on my lan for upload? 🙃

---

Different test servers

[Lee_R]

Hi @savvy111 thanks for getting back to me privately. 
I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment 
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed. 
Do please let us know how the appointment goes.

Regards

Lee

[savvy111]

@Lee_R thank you for arranging the engineer visit. based on my rpevious experience when having the Broadband installed (see notes on my account), I was reassured that it was tested and installed correctly, could you please ensure that the visit is with a Senior Engineer?

[savvy111]

hey all, thanks for your help so far on this one.
we've had a technician out this morning, lovely guy - but since his repair things have actuallu got worse, with slower speeds and more frequent downtime. The red bars are when Router was offline for repairs in the BQM below.
he did also say to me for the the 1gig package VM only guarantee up to 550mbps....

FYI the repair inlcuded 2 what i believe are in line attenuators just before the HUB (1 is screwed onto the coax cable port on the hub, and the other 1 is off the white wall plate)

I also mentioned to him that as per this site, some feedback was that the upstream QAM should be 64 but he said 32 is normal. it currently stands at:

3.0 Upstream channels

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

0	49600000	47.8	5120	QAM 32	7
1	43100000	47.8	5120	QAM 32	8
2	36600000	47.8	5120	QAM 32	9
3	30100000	48.5	5120	QAM 32	10
4	23600000	47.3	5120	QAM 32	11

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.4

42.7

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

208

74000000

0

0

[savvy111]

***Update, need urgent escalation please!***

1st engineer said signal power was too high and installed 2 attenuators in line before the HUB5, this made things worse and more irratic.

2nd Engineer confirmed that the attenuators were wrong to be installed, he removed them and checked all cables and hub, confirmed that all is as it should be and that there is a SNR issue from the cabinet which also has an issue with its links to other cabinets and it would be repaired within a few days. This was 2 weeks ago. and its got so much worse since then. see BQM. Can a virgin media moderator please escalate this for me urgently as it's affecting my work and my family.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4910f5fe36c2966ef2ed6a0770ed633af89e5067

[legacy1]

What a ugly BQM