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mrrm1st
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Intermittent connection

For 6 months I have been suffering from intermittent connection. Everyday (or if lucky every couple of days) my internet completely stops working. I have both wireless and wired devices which all say that there is not internet. I know that there have been local outages a few times, but I am sure I have a wider problem that that. Virgin tell me there are no known issues in my area but when I run there test it says there is a problem with my broadband, tells my to check connections are tight, and to restart. Then asks if that fixed the problem, and when I say no, it tells me to try checking the connections are tight and restarting....

Twice I booked an engineer to come out but nobody showed up. I called to cancel my broadband last week and the agent booked an engineer to come last Friday, but nobody came again. I'm told they keep thinking they have fixed an issue in the area, but my broadband keeps dropping out.

I don't understand these, but if someone could see if these hint of an issue that would be very grateful. I did factor reset my router earlier and have set up a BQM with Think Broadband.

Time Priority Description

06/09/2020 10:19:28noticeLAN login Success;CM-
06/09/2020 10:16:35criticalNo Ranging Response received - T3 time-out
06/09/2020 10:16:35criticalUnicast Ranging Received Abort Response - initializing 
06/09/2020 10:16:15criticalNo Ranging Response received - T3 time-out;
06/09/2020 10:16:15criticalUnicast Ranging Received Abort Response - initializing 
06/09/2020 10:03:2noticeLAN login Success;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out
06/09/2020 09:55:43noticeLAN login Success;
   
06/09/2020 09:47:44Warning!TCS Partial Service;
06/09/2020 09:47:44Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;
06/09/2020 09:44:14criticalNo Ranging Response received - T3 time-out;
06/09/2020 09:44:14ErrorTCS Fail on all Upstream Channels;
06/09/2020 09:44:14criticalUnicast Ranging Received Abort Response - initializing 
06/09/2020 09:44:13criticalNo Ranging Response received - T3 time-out
06/09/2020 09:44:13criticalUnicast Ranging Received Abort Response - initializing 
06/09/2020 09:44:13criticalNo Ranging Response received - T3 time-out
06/09/2020 09:44:13criticalUnicast Ranging Received Abort Response - initializing VER=3.0;
06/09/2020 09:42:49criticalNo Ranging Response received - T3 time-out
06/09/2020 09:42:49ErrorTCS Fail on all Upstream Channels;

 

Downstream bonded channels

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

14027500009.138256 qam29
2250750000738256 qam15
32587500007.838256 qam16
42667500008.438256 qam17
52747500008.538256 qam18
6282750000938256 qam19
7290750000938256 qam20
82987500009.538256 qam21
93067500009.538256 qam22
103147500001038256 qam23
1132275000010.638256 qam24
1233075000010.838256 qam25
133787500008.838256 qam26
143867500008.938256 qam27
15394750000940256 qam28
164107500009.138256 qam30
174187500008.938256 qam31
184267500008.938256 qam32
194347500008.938256 qam33
204427500008.938256 qam34
214507500008.538256 qam35
224587500008.838256 qam36
234667500008.638256 qam37
244747500008.940256 qam38



Downstream bonded channels

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

1Locked38.970
2Locked38.650
3Locked38.950
4Locked38.950
5Locked38.950
6Locked38.950
7Locked38.960
8Locked38.950
9Locked38.940
10Locked38.660
11Locked38.660
12Locked38.6180
13Locked38.610
14Locked38.660
15Locked40.370
16Locked38.950
17Locked38.670
18Locked38.9190
19Locked38.6200
20Locked38.9180
21Locked38.9200
22Locked38.950
23Locked38.950
24Locked40.350

 

Many thanks

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Anonymous
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Message 2 of 13
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Re: Intermittent connection

Could you post the upstream data please?

Your downstream power levels are looking a little high (in spec is -6 to +10).

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mrrm1st
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Message 3 of 13
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Re: Intermittent connection

Carl - thanks for your help - much appreciated. Upstream below:

Upstream bonded channels. Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1603000004.525512064 qam1
2394000004.275512064 qam4
3462000004.325512064 qam3
4537000004.475512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Anonymous
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Message 4 of 13
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Re: Intermittent connection

Ok, upstream looks ok.

I'd suggest that an engineer visit is required to adjust your downstream channel power level.

mrrm1st
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Message 5 of 13
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Re: Intermittent connection

Thanks again for your help Carl.

Do you have any ideas how I can get an engineer to actually keep the appointment. I have made three already and nobody has turned up!

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Anonymous
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Re: Intermittent connection


@mrrm1st wrote:

Thanks again for your help Carl.

Do you have any ideas how I can get an engineer to actually keep the appointment. I have made three already and nobody has turned up!


The problem is if there is a local area issue engineer appointments are automatically cancelled.

I'd suggest you keep trying.

All you need is one of these connecting between your HUB and cable to the wall socket, however I would never condone buying your own...

https://www.ebay.co.uk/itm/Technetix-8dB-Forward-Path-Equaliser-F-Connector-Cable-TFPE-8-750/1744147... 

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mrrm1st
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Message 7 of 13
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Re: Intermittent connection

Thanks Carl.

If it is as easy as buying that gadget I would happily do so.

When you say you don't condone it, is that because it is dangerous in any way? 

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MikeRobbo
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Alessandro Volta
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Message 8 of 13
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Re: Intermittent connection

Modifying the VM infrastructure is against the T & Cs of your contract.

It is your choice if you want to go ahead - VM may never know if you do.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Anonymous
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Message 9 of 13
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Re: Intermittent connection


@mrrm1st wrote:

Thanks Carl.

If it is as easy as buying that gadget I would happily do so.

When you say you don't condone it, is that because it is dangerous in any way? 


Not dangerous, just against VM policy.

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bytor
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Message 10 of 13
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Re: Intermittent connection

It isn't a problem at your end, it's a problem at their end.

I've had similar problems which resolved themselves a month or two ago, but now they're back.

Generally I get my Hub resetting at around 12:30am but it went last night at 1am, this morning at around 10:30am and again just now.

The Hub is getting a reset signal from somewhere.

It's pointless sending an engineer around because the problem is at Virgin's end, and I can't have an engineer around because I'm under strict self-isolation long term due to diabetes and COVID-19.

I'll just do what I did last time - put up with the router resets until Virgin fix the problem at their end.

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