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;

[htailor23]

Hi,

I keep getting SMS saying the issue is resolved, but clearly it's not, as I am still getting loads of disconnects. Could you check please.

BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/554895fd99f1b8b8d87b017e35e570c8481bc4ae-10-07-2021

Downstream bonded channels

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

1	202750000	4.5	38	256 qam	9
2	210750000	4.5	38	256 qam	10
3	218750000	4.5	38	256 qam	11
4	226750000	4	38	256 qam	12
5	234750000	3.9	38	256 qam	13
6	242750000	3.5	38	256 qam	14
7	250750000	3.2	37	256 qam	15
8	258750000	3	37	256 qam	16
9	266750000	3.2	37	256 qam	17
10	274750000	2.2	37	256 qam	18
11	282750000	0.5	37	256 qam	19
12	290750000	1.5	37	256 qam	20
13	298750000	3.5	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	4	38	256 qam	25
18	370750000	4	37	256 qam	26
19	378750000	3.9	37	256 qam	27
20	386750000	3.5	37	256 qam	28
21	394750000	3.7	38	256 qam	29
22	402750000	3.7	38	256 qam	30
23	410750000	3.2	37	256 qam	31
24	418750000	2.2	37	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	1362699	74986
2	Locked	38.6	1245968	58002
3	Locked	38.9	1273897	65799
4	Locked	38.6	1491127	97399
5	Locked	38.6	1519200	99970
6	Locked	38.6	1360339	73512
7	Locked	37.6	1248469	56554
8	Locked	37.3	1148473	46037
9	Locked	37.6	1223190	50384
10	Locked	37.3	1453042	79669
11	Locked	37.6	1638830	122273
12	Locked	37.3	1419585	85142
13	Locked	37.6	1082235	41661
14	Locked	37.6	883966	23089
15	Locked	37.6	804845	18420
16	Locked	37.6	832099	21505
17	Locked	38.6	762169	19154
18	Locked	37.6	583251	9277
19	Locked	37.6	535581	8597
20	Locked	37.6	520738	10004
21	Locked	38.6	460231	6943
22	Locked	38.6	407415	5099
23	Locked	37.6	484406	6063
24	Locked	37.6	637260	9941

Upstream bonded channels

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

1	39400088	51	5120	64 qam	4
2	46199996	50.8	5120	64 qam	3
3	25799823	51	5120	64 qam	6
4	32599981	51	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	51	0
4	ATDMA	0	0	0	0

[David_Bn]

Thanks for coming back to us htailor23 and I'm sorry to hear this is still on going

I can see the outage is not showing on your account but it does seem that we had the fix date pencilled in for 13/07/21 up until yesterday.

I've been able to run through a flow on the hub and it has jumped to a technician required almost immediately.

Therefore, I've booked in an appointment for you which will be visible, and can be re-scheduled if required, via your self-care account

Kindest regards,

David_Bn 

[htailor23]

Hi,

I'm still having issues with my connection, on the last visit, the engineer swapped the Hub for a 4, but still continue to have issues, just haven't had time to get back to you guys. I Ran the online test, it mentioned about noise/interference on the line. 

you can see each time my connection drops on the BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a248e06d7ae63500a9abe8205a27c1492774f56

3.0 Downstream channels

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

25	330750000	4.400002	37.636276	QAM256	25
1	138750000	8.300003	38.605377	QAM256	1
2	146750000	7.400002	38.605377	QAM256	2
3	154750000	6.699997	38.605377	QAM256	3
4	162750000	6.500000	38.605377	QAM256	4
5	170750000	6.199997	38.605377	QAM256	5
6	178750000	6.099998	38.605377	QAM256	6
7	186750000	6.099998	38.605377	QAM256	7
8	194750000	5.900002	38.605377	QAM256	8
9	202750000	5.599998	38.983261	QAM256	9
10	210750000	5.400002	38.605377	QAM256	10
11	218750000	5.199997	38.605377	QAM256	11
12	226750000	4.900002	37.636276	QAM256	12
13	234750000	4.800003	38.605377	QAM256	13
14	242750000	4.800003	38.605377	QAM256	14
15	250750000	4.300003	37.355988	QAM256	15
16	258750000	4.199997	37.636276	QAM256	16
17	266750000	4.800003	38.605377	QAM256	17
18	274750000	4.500000	37.636276	QAM256	18
19	282750000	3.200001	37.636276	QAM256	19
20	290750000	2.200001	37.355988	QAM256	20
21	298750000	2.700001	37.355988	QAM256	21
22	306750000	3.500000	37.636276	QAM256	22
23	314750000	3.599998	37.636276	QAM256	23
24	322750000	3.799999	37.636276	QAM256	24
26	338750000	4.699997	37.636276	QAM256	26
27	346750000	4.199997	37.355988	QAM256	27
28	354750000	3.700001	37.636276	QAM256	28
29	362750000	4.199997	37.636276	QAM256	29
30	370750000	4.300003	37.355988	QAM256	30
31	378750000	3.700001	37.636276	QAM256	31

3.0 Downstream channels

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

25	Locked	37.636276	698	0
1	Locked	38.605377	214005	14094
2	Locked	38.605377	18162	100
3	Locked	38.605377	10516	34
4	Locked	38.605377	9380	19
5	Locked	38.605377	7756	20
6	Locked	38.605377	6672	17
7	Locked	38.605377	6099	18
8	Locked	38.605377	7096	4
9	Locked	38.983261	6460	0
10	Locked	38.605377	5516	5
11	Locked	38.605377	4736	2
12	Locked	37.636276	6090	1
13	Locked	38.605377	5859	0
14	Locked	38.605377	3824	0
15	Locked	37.355988	3669	0
16	Locked	37.636276	2999	0
17	Locked	38.605377	2242	0
18	Locked	37.636276	2282	0
19	Locked	37.636276	2215	0
20	Locked	37.355988	2198	0
21	Locked	37.355988	1683	0
22	Locked	37.636276	1290	0
23	Locked	37.636276	901	0
24	Locked	37.636276	871	0
26	Locked	37.636276	557	0
27	Locked	37.355988	456	0
28	Locked	37.636276	585	0
29	Locked	37.636276	464	0
30	Locked	37.355988	290	0
31	Locked	37.636276	246	0

3.0 Upstream channels

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

1	39400000	40.520599	5120 KSym/sec	64QAM	4
2	46200000	40.770599	5120 KSym/sec	64QAM	3
3	32600000	40.270599	5120 KSym/sec	64QAM	5
4	25800000	40.020599	5120 KSym/sec	64QAM	6

[lotharmat]

Still significant noise ingress!
Particularly around the 138 MHz band

[Gareth_L]

Hello htailor23

Thanks for the post and sorry about the issues you are having 

I have had a look at the Hub from here and your Downstream Levels are out a bit 

It's an easy fix we just need to pass security and book an engineer 

If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L
 

[Gareth_L]

Hello htailor23

Can I please ask how todays visit went with the Technician 

Gareth_L

[htailor23]

Hi Gareth,

It was the same engineer that came in Feb, and he was aware of the issue we was having. 

He changed the connect and TP at the end of the road for our connection. He is also added a antenuator to bring the numbers into the range.

he said the connect was corroded so that may have been the issue.

I will monitor it for 48 hours so hoping it should be fine fingers crossed. Will let you know how it goes.

appreciate your help on this. 

[Ashleigh_C]

Hi there @htailor23 

Thank you so much for monitoring this for us! Can I ask how things are looking now its been about 48 hours? 

Thanks again. 

[htailor23]

Hello Ash,

Seems to have improved, you don't notice the drops anymore and I'm not getting disconnected from any Video Conferences for the last 48 hours. But I do see very little drops everyone and then on the monitor. 

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	3	0
4	US_TYPE_STDMA	0	0	1	0

[htailor23]

Hi 

The drops are back again since yesterday, Can some check, since midday till around 11pm, it has been dropping. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a248e06d7ae63500a9abe8205a27c1492...

3.0 Downstream channels

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

25	330750000	1.799999	37.636276	QAM256	25
1	138750000	5.199997	37.636276	QAM256	1
2	146750000	4.099998	37.355988	QAM256	2
3	154750000	3.599998	37.636276	QAM256	3
4	162750000	3.700001	37.636276	QAM256	4
5	170750000	3.500000	37.636276	QAM256	5
6	178750000	3.400002	37.355988	QAM256	6
7	186750000	3.299999	37.636276	QAM256	7
8	194750000	3.200001	37.355988	QAM256	8
9	202750000	3.200001	37.355988	QAM256	9
10	210750000	3.299999	37.636276	QAM256	10
11	218750000	3.200001	37.636276	QAM256	11
12	226750000	3.000000	37.355988	QAM256	12
13	234750000	2.700001	37.355988	QAM256	13
14	242750000	2.299999	37.636276	QAM256	14
15	250750000	2.000000	37.636276	QAM256	15
16	258750000	2.400002	37.355988	QAM256	16
17	266750000	2.900002	37.636276	QAM256	17
18	274750000	2.400002	37.636276	QAM256	18
19	282750000	0.400002	37.355988	QAM256	19
20	290750000	-0.900002	37.355988	QAM256	20
21	298750000	1.099998	37.636276	QAM256	21
22	306750000	2.099998	37.636276	QAM256	22
23	314750000	2.000000	37.355988	QAM256	23
24	322750000	1.799999	37.355988	QAM256	24
26	338750000	2.099998	38.605377	QAM256	26
27	346750000	2.000000	37.355988	QAM256	27
28	354750000	1.700001	37.636276	QAM256	28
29	362750000	2.099998	38.605377	QAM256	29
30	370750000	2.400002	38.605377	QAM256	30
31	378750000	2.000000	38.605377	QAM256	31