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ApolloMark85
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Multiple Internet Dropouts

Hello,

I hope the following makes sense, I'm now at the point where i don't know what to do.

Early last week i suffered an internet dropout that lasted for at appox. 6 hours, It would then come back on and then go off again during the day.

I managed to arrange for an engineer to come round last Thursday and was informed that my area in Croydon 03 area is currently in the middle of a major upgrade that was started in February and due to finish to October (He was shocked at the length of time for these works) He said that my levels (both up and down) were poor and that i would need an amplifier fitted to my wall to increase my levels and that he would book an engineer for this (Didn't happen)

He changed my white hub 3 and changed it to the black hub and said my levels were poor but the new hub should make things better, he also pointed out that it looks like some work has taken place by another engineer at the adjacent property recently as the splitter looked shiny (it's also been left out in the open and exposed to the elements - image attached)

 E4jytMvXEAI4ZOR.jpg

Since this happened, I've had at least 20 dropouts at different times of the day, I have called the faults line twice and was basically told that due to the upgrade works taking place, my service would keep dropping off and i would need to completely reset my hub every time to get my connection back.

When i said how ridiculous that was and i needed an engineer, i was told no because of this upgrade work. (This upgrade work doesn't appear on my service status on the website)

I've been a loyal customer with VM for many years, I really don't know what to do, I can't keep having these problems until October and nobody is willing to help.

We're being told by the Government to work from home where possible, how can i work at home when my connection isn't stable?

My internet is currently working, I just don't know for how long, Any help would be hugely appreciated.

Thank you in advance.

Mark

My Broadband Ping - Virgin Hub 3
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ApolloMark85
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Message 2 of 17
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Re: Multiple Internet Dropouts

I've also attached network logs as i exceeded the character limit on my previous message.

 

Downstream bonded channels Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1227000000-8.238256 qam12
2139000000-5.738256 qam1
3147000000-5.938256 qam2
4155000000-6.238256 qam3
5163000000-6.538256 qam4
6171000000-6.938256 qam5
7179000000-7.238256 qam6
8187000000-7.438256 qam7
9195000000-7.538256 qam8
10203000000-838256 qam9
11211000000-838256 qam10
12219000000-838256 qam11
13235000000-8.238256 qam13
14243000000-8.538256 qam14
15251000000-8.538256 qam15
16259000000-8.738256 qam16
17267000000-8.538256 qam17
18275000000-8.938256 qam18
19283000000-8.938256 qam19
20291000000-9.237256 qam20
21299000000-9.237256 qam21
22307000000-9.538256 qam22
23315000000-9.737256 qam23
24323000000-9.937256 qam24



Downstream bonded channels

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

1Locked38.630
2Locked38.960
3Locked38.940
4Locked38.960
5Locked38.970
6Locked38.900
7Locked38.650
8Locked38.650
9Locked38.650
10Locked38.650
11Locked38.650
12Locked38.650
13Locked38.950
14Locked38.940
15Locked38.970
16Locked38.650
17Locked38.950
18Locked38.650
19Locked38.640
20Locked37.660
21Locked37.660
22Locked38.650
23Locked37.650
24Locked37.640

 

Upstream bonded channels

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

15369994754512064 qam2
26029996954512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

 

I also receive the notification No ranging response received and the priority is critical many times throughout the day.

 

My Broadband Ping - Virgin Hub 3
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jbrennand
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Re: Multiple Internet Dropouts

Dreadful - I will ask VM to come here and take a look.

In the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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lotharmat
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Message 4 of 17
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Re: Multiple Internet Dropouts

Downstream power is too low and upstream is too high and only 2 channels (Should be four)

If the engineer left it like that then he/she needs a good talking to!!!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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ApolloMark85
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Message 5 of 17
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Re: Multiple Internet Dropouts

The engineer did comment that the upstream should have 4 channels which he said he put right. I periodically check the router status and i have occasionally seen 4 channels showing, the majority of the time its just 1 or 2.

My Broadband Ping - Virgin Hub 3
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Travis_M
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Message 6 of 17
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Re: Multiple Internet Dropouts

Hi @ApolloMark85

 

Thanks for posting on our community forum!

 

You will be seeing these broadband issues due to a Utilisation issue in your area, you may be finding 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 have this resolved for you.

 

We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times) will be resolved.

 

The outage is logged under remedy number F008842251.

 

As for the cabling issue, I will email your area field manager to see what we can do about this. I'll let you know once I receive a response.

 

Regards

 

 

Travis_M
Forum Team



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jem101
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Message 7 of 17
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Re: Multiple Internet Dropouts

Nothing to do with any area faults (think about it, this work supposedly started in Feb but you only had problems recently, and presumably every VM customer in your area has to wait until October - rubbish)! You have a bad cable joint somewhere between yourself and the street cabinet which is causing the low downstream power and corresponding high upstream power. The hub can’t reliably lock onto the (usual) four upstream channels - it keeps trying to get a stable lock and eventually gives up and resets which looks for all the world like the hub has rebooted.

Now what you need to do is to get back onto VM and tell them that you want to leave, first, however, research alternative suppliers and be prepared to go through with it. If you are still in your minimum term contract, then ask to leave without penalty, they will refuse, at which point you ask for (no, demand) a deadlock letter and tell them that you intend to escalate this to CICAS. Ideally they’ll send someone out who has an idea of what to look for.

 

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Travis_M
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Message 8 of 17
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Re: Multiple Internet Dropouts

As previously stated, i'll already be emailing the Area Field Manager around the cabling issue so we can have this investigated by some of our technicians, all information will be included in the email so the AFM can decide where to take this.

 

Regards

Travis_M
Forum Team



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jbrennand
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Message 9 of 17
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Re: Multiple Internet Dropouts

See this recent thread re. over-utilisation issues and Andrew’s comments in Message 4

https://community.virginmedia.com/t5/Networking-and-WiFi/Jitter-and-latency/m-p/4609932#M378967

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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ApolloMark85
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Message 10 of 17
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Re: Multiple Internet Dropouts

Here is my BQM as requested: 

BQM 

 I gave up trying to work from home and ended up going to the office as i don't trust my connection, It appears i haven't had many drop outs today, the rest of the data means nothing to me and any help would be appreciated. 

My Broadband Ping - Virgin Hub 3
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