Broadband Keeps dropping out several time a day

[htailor23]

Hi All,

We've had Virgin Media Engineer out 2 months ago, who looked at the issue, replaced a connector internally at the hub, but this didn't resolve the issue. Everyday we get the connection drops, as you can see on the BQM, to prove it's not anything internally, I temporally placed a 5G modem in replacement of the Virgin Media Broadband and we had no issues. My Hub 3.0 is in Modem Mode. The drop outs are for Wifi and Ethernet connected devices. The BQM is showing exactly the same times as the drop outs. How can I get an engineer to attend and Change the Tap point at the end of the road for my connection, as they just come look and go saying nothing wrong, but clearly some issue.

BQM :

https://www.thinkbroadband.com/broadband/monitoring/quality/share/87b5ddfe3ab7c2e2ce8dd34557505fafb307935c-16-06-2021

Downstream bonded channels

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

1	202750000	-2.2	35	256 qam	9
2	210750000	-2.5	36	256 qam	10
3	218750000	-3	36	256 qam	11
4	226750000	-3.5	36	256 qam	12
5	234750000	-4	36	256 qam	13
6	242750000	-4.5	36	256 qam	14
7	250750000	-4.9	35	256 qam	15
8	258750000	-5	36	256 qam	16
9	266750000	-5.2	35	256 qam	17
10	274750000	-6.5	35	256 qam	18
11	282750000	-8	34	256 qam	19
12	290750000	-6.9	34	256 qam	20
13	298750000	-5.2	35	256 qam	21
14	306750000	-5	36	256 qam	22
15	314750000	-4.7	36	256 qam	23
16	322750000	-4.7	36	256 qam	24
17	330750000	-4.7	36	256 qam	25
18	370750000	-5.2	36	256 qam	26
19	378750000	-5	36	256 qam	27
20	386750000	-5	36	256 qam	28
21	394750000	-4.9	36	256 qam	29
22	402750000	-5.2	35	256 qam	30
23	410750000	-6	35	256 qam	31
24	418750000	-7	35	256 qam	32

Downstream bonded channels

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

1	Locked	35	69366456	1532213
2	Locked	36.3	8025606	1295964
3	Locked	36.3	7385389	1204837
4	Locked	36.6	7806482	1371280
5	Locked	36.3	7828460	1372041
6	Locked	36.3	7159879	1189786
7	Locked	35.7	6745598	1136183
8	Locked	36.3	6751580	1157310
9	Locked	35.7	7793469	1395714
10	Locked	35.5	8129655	1511095
11	Locked	34.7	8140003	1458109
12	Locked	34.9	6319237	1031587
13	Locked	35.5	5748547	902223
14	Locked	36.6	5002205	766686
15	Locked	36.3	4159501	597489
16	Locked	36.3	4204142	597901
17	Locked	36.3	3657156	498653
18	Locked	36.6	2841105	394997
19	Locked	36.3	2881976	402276
20	Locked	36.6	2497187	325078
21	Locked	36.6	2132060	244241
22	Locked	35.7	2182519	240913
23	Locked	35.7	2563622	318775
24	Locked	35.7	2856987	39151

Upstream bonded channels

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

1	60300434	44	5120	64 qam	1
2	39400225	41.3	5120	64 qam	4
3	46200000	42.3	5120	64 qam	3
4	53700072	43.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	27	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	9	0

Network Log

Time Priority Description

15/06/2021 05:28:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 05:22:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 09:09:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 18:59:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 17:57:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Jodi_S]

Good morning htailor23,

Sorry to hear that you're issues has returned even after the technicians visits. Remotely looking from our end we can see that you are currently being affected by an SNR issue.

"Status report. You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this".

We have raised a fault ticket regarding this issue, and we expect the estimated fix time for this issue to be resolved on the 5th of July at 9am.

We do apologise for any inconvenience caused due to this fault. 

Kind regards Jodi. 

[htailor23]

Hi Jodi,

I am still expiring disconnects on my broadband, Should this now be fixed?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1cf04b09c6e26725cbbebaf41979b5ddd9...

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

1	202750000	4.5	38	256 qam	9
2	210750000	4.4	38	256 qam	10
3	218750000	4.4	38	256 qam	11
4	226750000	3.9	37	256 qam	12
5	234750000	3.7	38	256 qam	13
6	242750000	3.5	38	256 qam	14
7	250750000	3.2	38	256 qam	15
8	258750000	3.4	37	256 qam	16
9	266750000	3.7	38	256 qam	17
10	274750000	2.7	37	256 qam	18
11	282750000	1.2	37	256 qam	19
12	290750000	2.2	37	256 qam	20
13	298750000	4	37	256 qam	21
14	306750000	4	37	256 qam	22
15	314750000	3.7	37	256 qam	23
16	322750000	3.5	37	256 qam	24
17	330750000	3.9	37	256 qam	25
18	370750000	3.7	37	256 qam	26
19	378750000	3.7	37	256 qam	27
20	386750000	3.2	37	256 qam	28
21	394750000	3.5	38	256 qam	29
22	402750000	3.5	37	256 qam	30
23	410750000	2.7	37	256 qam	31
24	418750000	1.9	37	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	2437317	732410
2	Locked	38.6	2199160	559670
3	Locked	38.6	2261740	531010
4	Locked	37.6	2643598	686278
5	Locked	38.6	2597048	653027
6	Locked	38.6	2114003	481267
7	Locked	38.6	1833902	427313
8	Locked	37.6	1681553	363288
9	Locked	38.6	1688313	333418
10	Locked	37.3	1830399	418334
11	Locked	37.3	2011085	489397
12	Locked	37.6	1731264	364601
13	Locked	37.6	1406281	258091
14	Locked	37.6	1299035	202213
15	Locked	37.6	1335135	193136
16	Locked	37.6	1443425	214244
17	Locked	37.6	1234010	169654
18	Locked	37.6	846789	96216
19	Locked	37.3	839879	100837
20	Locked	37.6	847189	110501
21	Locked	38.6	793476	89945
22	Locked	37.6	743780	76500
23	Locked	37.6	775027	87059
24	Locked	37.6	846331	98096

Upstream bonded channels

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

1	39400096	39	5120	64 qam	4
2	46200000	40	5120	64 qam	3
3	32600000	38.5	5120	64 qam	5
4	25800000	38.3	5120	32 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	45	0
4	ATDMA	0	0	42	0

Network Log

Time Priority Description

05/07/2021 08:15:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 08:10:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 06:59:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Yikes - those PostRS errors are horrendous - If the hub has been rebooted recently then VM would need to look at sending an engineer.

The T3 timeouts are also bad and could be caused by the 32QAM of one of the upstream channels - but others could also be fluctuating too!

[htailor23]

yep, 2 Weeks back an engineer came round, removed an antenator, worked ok for 2 days, then back again to same issue, he checked the cabled front of the house and inside all fine. Maybe needs to change the TAP point at the cabinet now. Hopefully Jody see this post.

[Jodi_S]

Hi htailor23,

Thanks for coming back to us. Really sorry to hear that you're still having ongoing issues with your services, even after the engineers visit. We can see why this is becoming frustrating. 

I've just taken a quick look behind at your account with the details provided form your community profile, and I can see that you are unfortunately being affected by an SNR issue which is not due to be resolved until tomorrow.

This issue is causing your Virgin Fibre, Virgin TV or TiVo® services to be intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this.

The estimated fix time for this is 6th of June at 13.15pm.

I am so sorry for any inconvenience this issue is causing, please can I ask if your still experiencing issues after the estimated fix time that you come back to me and I will investigate this further for you. 

Kind regards Jodi. 

[htailor23]

Hi Jodi,

Still getting drop outs and losing connection, The broadband is just not useable. Can you take a look pls.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1f5bc57f3128d2a44a8e60650f7b986523...

Downstream bonded channels

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

1	202750000	6.1	38	256 qam	9
2	210750000	6	38	256 qam	10
3	218750000	5.6	38	256 qam	11
4	226750000	5.1	38	256 qam	12
5	234750000	5	38	256 qam	13
6	242750000	4.6	38	256 qam	14
7	250750000	4.4	38	256 qam	15
8	258750000	4.5	38	256 qam	16
9	266750000	4.5	38	256 qam	17
10	274750000	3.5	37	256 qam	18
11	282750000	2	37	256 qam	19
12	290750000	3.2	37	256 qam	20
13	298750000	4.5	37	256 qam	21
14	306750000	4.6	38	256 qam	22
15	314750000	4.5	37	256 qam	23
16	322750000	4	37	256 qam	24
17	330750000	4.3	37	256 qam	25
18	370750000	4.1	37	256 qam	26
19	378750000	4	37	256 qam	27
20	386750000	3.5	38	256 qam	28
21	394750000	3.7	38	256 qam	29
22	402750000	3.5	37	256 qam	30
23	410750000	2.7	37	256 qam	31
24	418750000	2	37	256 qam	32

Upstream bonded channels

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

1	39400000	38.8	5120	64 qam	4
2	46199981	39.5	5120	64 qam	3
3	25800000	37.8	5120	32 qam	6
4	32600000	38	5120	64 qam	5

[Robert_P]

Hi htailor23

I've taken a look at the account and connection and can confirm there is currently an area SNR issue under reference F009125932. The estimated fix time for this is the 8th July 2021 at 9am.

Apologies for the inconvenience caused, the team are working hard to fully resolve this as quickly as possible.

Rob

[htailor23]

Hi,

Any Idea when this is actually going to be fixed? Most of today haven't had a connection, just keeps dropping like a yoyo. This afternoon it's like been down most of the time.

Can you please take a look? 

[htailor23]

Upstream bonded channels

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

1	39400078	48.5	5120	64 qam	4
2	46199817	51	5120	64 qam	3
3	25800000	46.5	5120	64 qam	6
4	32600000	47.8	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	22	0

Network Log

Time Priority Description

08/07/2021 14:08:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 14:08:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a4338b1884641f9cfd46828ba21956be34e5807f-08-07-2021

[Molly_G]

Hey @htailor23,

I'm really sorry your services are still impacted by this fault. I've had another check and this engineering work is still ongoing to fix the SNR outage.

The current ETA is: 13th July at 9am.

Apologies for the disruption this is causing at the moment.

Kind regards,