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kevin78
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intermittent loss of internet connection

Hi,

since I had Virgin VIVID 350 installed (April 2019) I have had increasingly bad internet issues where everything times out for short periods, then comes back. The router does not lose its connection but every connected device loses internet access.

My computers are hard wired to the virgin router, this is not a WIFI issue.

Multiple times a day on all devices simultaneously I will see:

- Youtube buffers
- If I am connected to work (via Citrix) it times out and I have to reconnect later
- If my son is playing a game online he is kicked out
- ping -t 8.8.8.8 returns "Request timed out"
- downloads will stop, webpages time out

This will happen for 30 seconds - 2 minutes, then everything will come back for a few seconds, then go again. This pattern will repeat for a while, then sometimes everything will be fine for hours, then it starts again.

There's no obvious time of day this is better or worse.

The first engineer said there was dirt in the connector, and that he has cleaned it and will "speak to networks because it's an issue on the wider network". The second engineer never turned up and never called. The third engineer said he will "speak to networks and call me back Tuesday" and I never heard from him again.

The forth engineer is due on Saturday but I do not have any hope for that.

When the connection is working it is fast and I am happy, but I can't really live with unreliable internet for work and play, so I'm close to just reconnecting my ADSL at this point.

If anyone has any advise for me I'd much appreciate it,

Thanks

 

 

Router Stats:

 

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

12990000001.738256 qam21
21390000001.938256 qam1
31470000002.238256 qam2
41550000002.238256 qam3
51630000002.238256 qam4
6171000000238256 qam5
71790000001.538256 qam6
81870000001.538256 qam7
91950000001.238256 qam8
102030000000.938256 qam9
112110000000.738256 qam10
122190000000.538256 qam11
132270000000.238256 qam12
142350000000.238256 qam13
15243000000038256 qam14
16251000000038256 qam15
17259000000-0.538256 qam16
18267000000-0.538256 qam17
19275000000038256 qam18
20283000000138256 qam19
21291000000138256 qam20
22307000000240256 qam22
233150000001.738256 qam23
243230000001.540256 qam24



Downstream bonded channels

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

1Locked38.9620
2Locked38.984651610
3Locked38.66852942
4Locked38.636030
5Locked38.650640
6Locked38.919320
7Locked38.616820
8Locked38.915780
9Locked38.914150
10Locked38.915790
11Locked38.916960
12Locked38.915970
13Locked38.614950
14Locked38.911180
15Locked38.99870
16Locked38.66620
17Locked38.96480
18Locked38.66790
19Locked38.63520
20Locked38.91360
21Locked38.91070
22Locked40.3460
23Locked38.9220
24Locked40.3310

 

Upstream bonded channels

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

1537000004.575512064 qam89
2258000004.35512064 qam88
3326000004.425512064 qam87
4394000004.45512064 qam86

 

I have these in the network log but can't fit them in the post:

RCS Partial Service
No Ranging Response received - T3 time-out

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Message 2 of 9
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Re: intermittent loss of internet connection

Hi Kevin,

 

Welcome to the community forums and thank you for your first post. We are sorry to hear you have been experiencing this issue, please keep us posted if the engineer is unable to resolve the issue and we will be able to assist further. Until then have a lovely evening.

 

Many thanks,

 

Louis

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kevin78
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Message 3 of 9
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Re: intermittent loss of internet connection

Thanks. This is up my date:

On Thursday evening the problem was as bad as it has ever been. My TV also became fuzzy around 8pm for 25mins.

On Friday, the last engineer who hadn't called me back on Tuesday called me back to say he was going back to the cabinet.

I explained I had another engineer coming Saturday as I hadn't heard back from him, and he said he'd cancel that.

He shuffled between the house and the cabinet for 2 hours but unfortunately I was not in ( a family member was) so I don't know the full story.

When he left he said a networks person would need to come out and change the wire at the cabinet on Monday.

On Saturday morning I still had the issue but in addition my TV box in the livingroom no longer works either ( no light when you turn it on). Should I report this separately?

This morning, Sunday, the internet has been down completely on the router rather rather than just my issue described in the op

Sigh!

 

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Message 4 of 9
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Re: intermittent loss of internet connection

Hi Kevin78.

 

Thank you for reaching out to us in our community.

 

I am really sorry to hear you are having issues with your services.

 

I would like to invite you into a private message so I can look into this for you, I will send you a request shortly, please can you click on the purple envelope to  accept this.

 

Kind regards

 

Paul.

 

 

 

 

 

 

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kevin78
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Message 5 of 9
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Re: intermittent loss of internet connection

Hi Paul, sure thank you

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kevin78
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Message 6 of 9
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Re: intermittent loss of internet connection

Yesterday, an engineer replaced my tv box so that is now sorted. 

Internet wise: a lot more back and forward between the cabinet and the router yesterday but no further forward. Actually I'd say it is worse than it has ever been.

Issue was left "with networks" again which I now know means I am unlikely to hear about it again.

If I call I get an engineer appointment. The engineer cant fix it and claims it needs networks. I don't believe that team really exists though. 5th time through this cycle

Giving this until Monday then I'll write off this service and sign up for ADSL

If anyone has any advise I'd very much appreciate the help

 

Thanks

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Message 7 of 9
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Re: intermittent loss of internet connection

Hi there kevin78

 

Thank you for your message and update.

 

We are sorry to hear that you are still experiencing issues with your internet service following the engineer visit and box replacement. 

 

Can you tell us what the engineer advised in terms of networks please? 

 

Thanks

 

Melissa 

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kevin78
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Re: intermittent loss of internet connection

He said a network person will change the connector in the cabinet later that day

If they did, it didn't fix the issue. However I suspect they didn't.

It is very frustrating having to explain all the updates every time someone calls or visits. Surely there's an incident track system in use with everything that has happened so far?

For the record, a second engineer turned up on  Monday evening to fix the tv box, with no knowledge his colleague had already done this earlier in the day

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Re: intermittent loss of internet connection

Hi kevin78,

 

Thanks for getting back to me.

 

I'm going to pop you a private message so I can look in to this further, as I'll need to chase it up with the network.

 

Thanks

 

Melissa 

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