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Skie
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Intermittent connection drops mk2

Previous: https://community.virginmedia.com/t5/QuickStart-set-up-and/Intermittent-connection-drops/m-p/4071199...

Connection remained stable for a bit after that, but since lockdown started and me working from home, it's been obvious the line is dropping for short blips intermittently. Had an engineer out on the 9th (as suggested by the service checker) and he swapped the box as it couldn't lock more than 1 US channel. He double checked all connections and tested the power levels, which he said were perfect and errors were down to 0.

But within 24 hours the connection was acting up again, and it's pretty much unusable for periods now. With all internal wiring checked and a new box, I think an engineer is going to need to take a look at the cabinet.

 

3pm burst was Steam downloading, rest of the day has just been office VPN use for an RDP session, so very packet-loss intolerant but not a lot of data.

pingmon13052020.png

Downstream bonded channels

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

14430000006.538256 qam37
22510000008.138256 qam15
32590000008.438256 qam16
42670000008.538256 qam17
52750000008.438256 qam18
62830000008.438256 qam19
72910000008.138256 qam20
82990000008.438256 qam21
93070000008.138256 qam22
103150000008.538256 qam23
113230000008.438256 qam24
123470000008.338256 qam25
133550000008.338256 qam26
143630000008.438256 qam27
153710000008.438256 qam28
163790000008.338256 qam29
173870000008.138256 qam30
183950000008.340256 qam31
19403000000838256 qam32
204110000007.638256 qam33
214190000007.538256 qam34
224270000007.438256 qam35
234350000007.138256 qam36
244510000006.538256 qam38



Downstream bonded channels

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

1Locked38.9166151266
2Locked38.9681934775
3Locked38.6618264249
4Locked38.9575604019
5Locked38.9529433311
6Locked38.9496573053
7Locked38.9483582931
8Locked38.6469992959
9Locked38.9428192675
10Locked38.9378882636
11Locked38.6347792404
12Locked38.9275031942
13Locked38.9260422047
14Locked38.9245821879
15Locked38.9233591706
16Locked38.9224961640
17Locked38.9209051426
18Locked40.3192201489
19Locked38.9191091420
20Locked38.9194141373
21Locked38.6182341424
22Locked38.9174671188
23Locked38.9166721294
24Locked38.9169471048

 

Upstream bonded channels

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

1602999424.2512064 qam1
2393999543.95512064 qam4
3461999795.1512064 qam3
4536999305.1512064 qam2



Thanks!

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Skie
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Re: Intermittent connection drops mk2

Oh, one extra note: when this happens and I'm using Skype for business other people see my video drop out and can't hear me, but I can still see and hear them fine until it reconnects. It's almost as if I can only receive packets during the drops. Very odd.

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Skie
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Re: Intermittent connection drops mk2

Looks like my upstream power levels keep ramping up:

Upstream bonded channels (when connection drops)

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

1602999425.1512064 qam1
2393999545.1512064 qam4
3461999795.05512064 qam3
4536999304512064 qam2

 

Upstream bonded channels (when connection returns stable)

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

1602999424.05512064 qam1
2393999543.95512064 qam4
3461999794512064 qam3
4536999304512064 qam2
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Beth_G
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Re: Intermittent connection drops mk2

Hi Skie,

 

Thanks for your post and I apologise for the various issues you're having with your broadband connection.

 

Upon looking at things from over here, I can see that there are some prolonged stability issues on our side. This will require an engineer visit to fix.

 

I have booked you in with the next available appointment.  Please find the appointment time slot via your online account. This can be cancelled and rearranged from there if needed.

 

Let me know if there's anything else I can help with.

 

Kind regards,

 

Beth

CRClark
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Re: Intermittent connection drops mk2

I'm getting the same issue (other people can't see or hear me but I can hear and see them until it reconnects), when the engineer makes a visit could you update this thread with whether it helped or not please?

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Skie
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Re: Intermittent connection drops mk2

Update (sorry, wanted to give the connection time to show it's true colours).

Engineer basically replaced everything that last one didn't, so new connections/cables indoors. Then identified an earth on the cable outside between the street T and wallbox, so he replaced cable that too. That improved the connection somewhat and he couldn't see any more errors when testing from the street cab to the house. It's usable now thankfully, but there is still really small packetloss blips or periods when the connection hangs just enough to cause a huge ping spike, though it's only happening once or twice a day.

Downstream is showing a gradual accumulation of errors, including uncorrectable ones. Looks like the higher the channel frequency, the more correctable errors it will generate, whilst uncorrectable errors are uniform across the board.

Downstream bonded channels

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

14430000005.638256 qam37
22510000006.338256 qam15
32590000006.538256 qam16
42670000006.538256 qam17
52750000006.538256 qam18
62830000006.838256 qam19
72910000006.838256 qam20
82990000007.438256 qam21
9307000000738256 qam22
103150000006.838256 qam23
113230000006.438256 qam24
123470000006.938256 qam25
133550000007.438256 qam26
143630000007.338256 qam27
15371000000738256 qam28
163790000007.138256 qam29
17387000000738256 qam30
18395000000738256 qam31
194030000006.538256 qam32
204110000006.438256 qam33
214190000006.338256 qam34
224270000006.438256 qam35
234350000006.138256 qam36
24451000000638256 qam38



Downstream bonded channels

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

1Locked38.63381712
2Locked38.9TV708
3Locked38.9459709
4Locked38.9470737
5Locked38.9461719
6Locked38.9532707
7Locked38.9628748
8Locked38.6576738
9Locked38.6503712
10Locked38.6605716
11Locked38.6713731
12Locked38.9881734
13Locked38.9795707
14Locked38.6673807
15Locked38.6955709
16Locked38.9897712
17Locked38.91096706
18Locked38.91162916
19Locked38.91327725
20Locked38.61774718
21Locked38.91676711
22Locked38.91837703
23Locked38.62381706
24Locked38.94098709
Skie
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Re: Intermittent connection drops mk2

It's baaaack. Regular 2-5 minute issues where the modem cycles from modem mode to solid white light, to flashing white light, green light then back to modem mode with a flashing then solid green interwebs light. BQM below is from today, but the past 5 days have been similar with a nice broad spread of disconnections. Can I get yet another engineer out, please?

Screenshot_2020-09-08 Broadband Quality Monitor thinkbroadband.png

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Paul_DN
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Re: Intermittent connection drops mk2

Hi Skie,

 

Thank you for coming back to us, I have had a look our end and cannot see any issues at all, all you levels are exactly where I would expect them to be no errors showing.

 

I would advise putting your router back in router mode and remove your, run further test with our router.

 

Regards

 

Paul.

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Skie
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Re: Intermittent connection drops mk2

Hi Paul,

Unless it's a bug with modem mode I don't know how what would help.

I've watched the modem reboot itself plenty of times after T3 and T6 errors and there are a consistent number of post RS errors (which get wiped each time it restarts). This is the 2nd modem we've had too, so unless I'm supremely unlucky theres something wrong with your network.

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Paul_DN
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Re: Intermittent connection drops mk2

Hi  Skie,

 

Thanks for coming back, I just want to rule out your router as I cannot see any issues at all, as it is in modem mode it does make it harder to do full diagnostics while the router is in modem mode as we can only see so much.

 

Regards

 

Paul.

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