intermittent connection problems, internet keeps cutting out/unstable

[halo123]

I'm having issues with intermittent connection dropouts on my broadband with countless T3 timeouts. In conjunction with this I'm receiving a large amount of RS errors. I spoke on the phone and phone person forced me to reset router/he did something on his side; no change. I was then assigned a network engineer to come fit a new router and that has not solved the issue, he confirmed there's no issues with power levels either. I rang up Virgin again and kept getting non-UK call centre who don't seem to understand it's not a device problem but the actual internet is down and kept making me restart/reset the router which as proved before had no issues, and even try to redirect the call to a third party gadget support.

Below is RS errors of since the last clear out, previous it was more than 100k on some of the channels (in space of a day).

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

1	Locked	38.9	5559	2
2	Locked	40.3	23882	4102
3	Locked	40.3	21993	3143
4	Locked	40.3	19431	2153
5	Locked	40.3	17277	1371
6	Locked	40.3	15591	798
7	Locked	40.9	14314	510
8	Locked	40.3	13227	340
9	Locked	40.9	12211	272
10	Locked	40.3	11691	217
11	Locked	40.3	11024	196
12	Locked	40.3	10584	143
13	Locked	40.3	10103	126
14	Locked	40.3	9194	132
15	Locked	40.3	8436	91
16	Locked	40.3	7511	57
17	Locked	38.9	6507	17
18	Locked	40.3	5586	28
19	Locked	40.3	4376	15
20	Locked	40.3	4181	0
21	Locked	38.9	4015	10
22	Locked	38.9	3593	0
23	Locked	38.9	3395	0
24	Locked	40.3	2867	1

[halo123]

I'm having issues with intermittent connection dropouts on my broadband with countless T3 timeouts. In conjunction with this I'm receiving a large amount of RS errors. I spoke on the phone and phone person forced me to reset router/he did something on his side; no change. I was then assigned a network engineer to come fit a new router and that has not solved the issue, he confirmed there's no issues with power levels either. I rang up Virgin again and kept getting non-UK call centre who don't seem to understand it's not a device problem but the actual internet is down and kept making me restart/reset the router which as proved before had no issues, and even try to redirect the call to a third party gadget support.

Below is RS errors of since the last clear out, previous it was more than 100k on some of the channels (in space of a day).

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

1	Locked	38.9	5559	2
2	Locked	40.3	23882	4102
3	Locked	40.3	21993	3143
4	Locked	40.3	19431	2153
5	Locked	40.3	17277	1371
6	Locked	40.3	15591	798
7	Locked	40.9	14314	510
8	Locked	40.3	13227	340
9	Locked	40.9	12211	272
10	Locked	40.3	11691	217
11	Locked	40.3	11024	196
12	Locked	40.3	10584	143
13	Locked	40.3	10103	126
14	Locked	40.3	9194	132
15	Locked	40.3	8436	91
16	Locked	40.3	7511	57
17	Locked	38.9	6507	17
18	Locked	40.3	5586	28
19	Locked	40.3	4376	15
20	Locked	40.3	4181	0
21	Locked	38.9	4015	10
22	Locked	38.9	3593	0
23	Locked	38.9	3395	0
24	Locked	40.3	2867	1

[lotharmat]

Post up the rest of the stats! and the Log.

[halo123]

I restarted

Downstream bonded channels

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

1	338750000	-1	38	256 qam	26
2	202750000	4.5	40	256 qam	9
3	210750000	4.5	40	256 qam	10
4	218750000	4	40	256 qam	11
5	226750000	3.9	40	256 qam	12
6	234750000	3.5	40	256 qam	13
7	242750000	3	40	256 qam	14
8	250750000	2.7	40	256 qam	15
9	258750000	2.4	40	256 qam	16
10	266750000	1.9	40	256 qam	17
11	274750000	1.7	40	256 qam	18
12	282750000	1.2	40	256 qam	19
13	290750000	1	40	256 qam	20
14	298750000	0.7	40	256 qam	21
15	306750000	0.2	40	256 qam	22
16	314750000	0	40	256 qam	23
17	322750000	-0.5	38	256 qam	24
18	330750000	-0.9	40	256 qam	25
19	346750000	-1.4	40	256 qam	27
20	354750000	-1.7	40	256 qam	28
21	362750000	-2.2	39	256 qam	29
22	370750000	-2.4	40	256 qam	30
23	378750000	-2.7	38	256 qam	31
24	386750000	-3	40	256 qam	32

Upstream bonded channels

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

1	32599971	39.8	5120	64 qam	5
2	39400017	39.8	5120	64 qam	4
3	46199991	41.8	5120	64 qam	3
4	53699996	42.3	5120	64 qam	2

errors in log look like this

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

I'd say the power range is far to wide for downstream! (-3 --> +4.5 dBmV)

VM would need a tech to investigate!

[Travis_M]

Hi @halo123

Thanks for posting on our community forum!

I'm going to private message you now to investigate further, please keep an eye on your inbox.

Regards

[halo123]

I sent you a message back

[Kath_F]

Hi halo123, 

Thanks for coming back to us via private message.

Travis will be back in touch with you shortly to discuss things further with you 🙂

Thanks,

[halo123]

look how many RS errors i'm getting

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

1

Locked

31.4

529303578

0

[halo123]

It's getting to the point that due to errors/corrupt signal the router will get to the point where it will automatically restart itself once it hits the threshold. This is unbelievable, how do you expect people to WFH?

[Robert_P]

Having checked this is going to need a technician visit, I will send you a Private Message to get some more details to arrange this for you.

Looking forward to hearing back from you.

Rob