Intermittent drop outs low speed

[Dolgan]

Hi all

I am posting here as I am not having much luck with customer service on the phone. For the last 4 weeks or so my broadband speeds have been slow with intermittent drop outs. i have the 1200 Mbps service and intially i was getting a wired connection speed of 80 or so with intermittent drop outs. currently i am getting 300 - 400 wired, but its dropping out for 20 - 30 seconds at a time every few hours. To be honest the drop outs are more irritating than the slower speeds.

My setup is Virgin hub in modem mode with TP link Deco S4 doing wifi and DHCP.

I have spoken to customer services repeatedly and they tell me theres an issue in the area that affects 35% of customers. Ive asked for an idea of when this issue will be fixed because its been 4 weeks now but then they start offering me Wifi Boosters. On their advice I have reset the modem and tried connecting to it directly without the Deco but the results are the same. Is anyone able to advise me what to try next?

Any help much appreciated

Thanks

Matt

[Dolgan]

I have some details form the router status page if it helps

Cable Modem Status
Item	Status	Comments
Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
Channel Overview	Downstream	Upstream
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	0

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
25	331000000	9.9	37.4	QAM256	25
18	275000000	8.3	35.6	QAM256	18
19	283000000	8.2	36.6	QAM256	19
20	291000000	8.1	36.6	QAM256	20
21	299000000	8.6	36.6	QAM256	21
22	307000000	9.4	36.6	QAM256	22
23	315000000	9.7	36.4	QAM256	23
24	323000000	9.5	36.6	QAM256	24
26	339000000	10.5	37.6	QAM256	26
27	347000000	11	37.4	QAM256	27
28	355000000	10.9	37.4	QAM256	28
29	363000000	10.9	37.4	QAM256	29
30	371000000	10.9	37.4	QAM256	30
31	379000000	11	37.4	QAM256	31
32	387000000	10.9	37.6	QAM256	32
33	395000000	10.5	37.6	QAM256	33
34	403000000	10	37.4	QAM256	34
35	411000000	10.1	37.6	QAM256	35
36	419000000	10.5	37.6	QAM256	36
37	427000000	10.9	37.6	QAM256	37
38	435000000	11.2	37.4	QAM256	38
39	443000000	11.7	37.6	QAM256	39
40	451000000	11.7	37.6	QAM256	40
41	459000000	11.5	37.6	QAM256	41
42	467000000	11.8	37.4	QAM256	42
43	475000000	12.1	37.6	QAM256	43
44	483000000	12.7	37.6	QAM256	44
45	491000000	13.2	37.6	QAM256	45
46	499000000	13.7	38.6	QAM256	46
47	507000000	13.9	39	QAM256	47
48	515000000	14.1	38.6	QAM256	48

3.0 Downstream channels

Channel	Lock Status	RxMER (dB)	Pre RS Errors	Post RS Errors
25	Locked	37.355988	1	0
18	Locked	35.595078	2	0
19	Locked	36.609653	0	0
20	Locked	36.609653	0	0
21	Locked	36.609653	1	0
22	Locked	36.609653	1	0
23	Locked	36.386890	3	0
24	Locked	36.609653	1	0
26	Locked	37.636276	0	0
27	Locked	37.355988	4	0
28	Locked	37.355988	2	0
29	Locked	37.355988	5	0
30	Locked	37.355988	6	0
31	Locked	37.355988	8	0
32	Locked	37.636276	7	0
33	Locked	37.636276	9	0
34	Locked	37.355988	12	0
35	Locked	37.636276	21	0
36	Locked	37.636276	14	0
37	Locked	37.636276	22	0
38	Locked	37.355988	28	0
39	Locked	37.636276	20	0
40	Locked	37.636276	32	0
41	Locked	37.636276	40	0
42	Locked	37.355988	47	0
43	Locked	37.636276	48	0
44	Locked	37.636276	38	0
45	Locked	37.636276	42	0
46	Locked	38.605377	25	0
47	Locked	38.983261	31	0
48	Locked	38.605377	32	0

3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
159	96	4K	1880	QAM4096	759

3.1 Downstream channels

Channel ID	Lock Status	RxMER Data (dB)	PLC Power (dBmV)	Correcteds (Active Profile)	Uncorrectables (Active Profile)
159	Locked	42	16.1	250511981	1445

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	23600000	40	5120 KSym/sec	32QAM	13
2	30100000	40	5120 KSym/sec	64QAM	12
3	36600000	39	5120 KSym/sec	64QAM	11
4	43100000	39.5	5120 KSym/sec	64QAM	10
5	49600000	39.5	5120 KSym/sec	64QAM	9

3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	US_TYPE_STDMA	0	0	5	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

[jpeg1]

There are problems with both your downstream and upstream connections which will need the attention of a technician to resolve. A pod will not fix these. 

[Dolgan]

Thanks, so i need a technician to visit ?

They dont want to send one as they are again saying that the problem affects 35% of people in my area and will be resolved ASAP

When I press them saying this has been going on for 4 weeks they say there is no update and no ETA for a fix, that cant be right can it ?

[jpeg1]

You do, but unfortunately they won't send one if there is a known local issue.

That's just the way they work. 

[Paul_DN]

Hi Dolgan,

Thank you for reaching out to us in our community and welcome, sorry to hear you have been facing an intermittent connection, I wasn't able to locate you on our system with the details we have for you, so I can help further I will send you an invite into a private chat, once received click on the purple envelope to accept.

Regards

Paul.

[Dolgan]

I have just replied to Paul so I will see what we can do, my internet has gotten worse with prolonged drop outs affecting me and my neighbours then they are 'fixed' only to happen again a few days later

[Paul_DN]

Hi Dolgan,

Thank you for joining me in a private chat and for the details, as you have advised yourself and neighbours are facing the same issues, I have had a look and can see there is an SNR (Signal to Noise Ratio) this is usually caused by a damaged or exposed cable giving noise on the network, this was raised on 28/11/22, I understand you have been facing issues before this I can only assume this has been present earlier but not picked up.

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you and your neighbours, the estimated fix is today @ 18:00, you can sign up for updates Via your Online account.

Regards

Paul.

[Dolgan]

Hi Paul

Thanks for your reply

Whatever they did the other day hasnt helped me with the constant drop outs, the website now shows no area faults but when you test the hub it says there are issues in the area.

This has been over 6 weeks now, when I call customer support they wont tell me anything other than its being worked on

I dont know what to do next other than try to cancel or something, its incredibly frustating. Even if i could get an engineer out to help move things along maybe something would happen, clearly at the moment its just sitting in limbo

thanks

Matt

[Paul_DN]

Hi Matt,

Thank you for reaching back out, really sorry to see you are still facing issues after 6 weeks of an intermittent connection and are now thinking of leaving.

I have had another look your end and there is a short term connection issues showing, these are usually corrected with 24 hours, please check all your internal connections are hand tight, this includes on all equipment and splitters coming in, once done unplug the Router from the power, leave 2 to 3 minutes then plug back in.

Regards

Paul.