on 31-01-2024 12:19
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
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
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
33 | 94 | 4K | 1840 | QAM 4096 | 1108 |
3.1 Downstream channels
33 | Locked | 43 | 4.9 | 373338355 | 0 |
3.0 Upstream channels
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
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
12 | 10.4 | 39.0 | 2K | QAM 256 |
3.1 Upstream channels
12 | OFDMA | 208 | 74000000 | 0 | 0 |
on 05-02-2024 10:17
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?
on 05-02-2024 10:45
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? 🙃
on 06-02-2024 16:14
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
on 06-02-2024 16:28
@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
on 07-02-2024 14:48
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
on 07-02-2024 15:16
@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?
on 09-02-2024 14:47
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
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
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
12 | 10.4 | 42.7 | 2K | QAM 256 |
3.1 Upstream channels
12 | OFDMA | 208 | 74000000 | 0 | 0 |
02-03-2024 23:31 - edited 03-03-2024 00:01
***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
on 02-03-2024 23:33
What a ugly BQM