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Jaacs
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Newly installed FTTP internet keeps dropping out

Hi All,  

I had virgin FTTP installed a couple of weeks ago and happily went from 20mb to 500mb,  however my happiness has been short lived as I had various speed fluctuations that were fixed by changing the device that name escapes me to lower the power levels down. I’m still from day 1 getting complete loss of internet connection to the Virgin Hub all devices drop and when I check the Virgin hub it is either in the middle of rebooting itself or a reboot restores connection,  albeit the speed is once again all over the place.  I’m using the Virgin hub in modem mode only,  

I’ve displayed the stats for download and upload below but at the bottom a snapshot of the network log which is full of these kind of errors.  

Do I have a faulty bit of equipment or is it something that is not right,  Virgin only went live in the street at Christmas.

 

 

Downstream bonded channels

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

14110000001.738256 qam1
24190000001.540256 qam2
34270000001.440256 qam3
44350000001.238256 qam4
5443000000138256 qam5
64510000001.538256 qam6
74590000001.738256 qam7
84670000001.538256 qam8
94750000001.740256 qam9
104830000001.940256 qam10
114910000002.240256 qam11
124990000002.240256 qam12
13507000000240256 qam13
145150000002.240256 qam14
155230000002.238256 qam15
165310000002.440256 qam16
175390000002.440256 qam17
185470000002.240256 qam18
195550000002.240256 qam19
20563000000240256 qam20
215710000002.240256 qam21
225790000002.240256 qam22
23587000000240256 qam23
24595000000240256 qam24



Downstream bonded channels

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

1Locked38.900
2Locked40.350
3Locked40.300
4Locked38.960
5Locked38.940
6Locked38.950
7Locked38.940
8Locked38.9110
9Locked40.350
10Locked40.340
11Locked40.360
12Locked40.350
13Locked40.300
14Locked40.350
15Locked38.950
16Locked40.350
17Locked40.350
18Locked40.350
19Locked40.360
20Locked40.360
21Locked40.950
22Locked40.350
23Locked40.300
24Locked40.340

 

Upstream bonded channels

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

13940000051.5512016 qam8
24620014251.2512016 qam7
36030000052512016 qam5
45370000052512016 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

21/01/2021 13:13:0criticalNo Ranging Response received - T3 time-out;CM-MAC=ac:f8:;CMTS-MAC=00:;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 13:11:58critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=ac:f8;CMTS-MAC=00:;CM-QOS=1.1;CM-VER=3.0;

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Tudor
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Re: Newly installed FTTP internet keeps dropping out

Your upstream power levels are too high and it should also be on 64 QAM not 16. You need a technician’s visit to rectify, either call customer service, expect a long wait on the phone, or wait until a VM staff member gets to your post which could be a few days.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
Z92
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Re: Newly installed FTTP internet keeps dropping out

Your upstream channels don't look terribly good you probably need an engineer to fix them. 

sayekm
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Re: Newly installed FTTP internet keeps dropping out

You have FTTP?

Have Virgin replaced the coaxial cables with fibre to your property  🙂




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Don't cry over Virgin price increase instead speak to retentions team and negotiate a better deal.
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Z92
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Re: Newly installed FTTP internet keeps dropping out


@sayekm wrote:

You have FTTP?

Have Virgin replaced the coaxial cables with fibre to your property  🙂


A lot of people assume Virgin media is FTTP because the marketing and vans all say "Fibre broadband" - it's easy to get confused. Heck, even BT say there VDSL service is fibre 😄 

Half the Virgin cabinets don't even have fibre to them so it's not even FTTC ! But it's good enough so who cares. It's not like your going to get 10gbps provider for residential use. 

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Brava210
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Re: Newly installed FTTP internet keeps dropping out

My Son has just had Virgin FTTP fitted with a Massive omnibox to house the converter etc, bit of an eyesore

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Z92
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Re: Newly installed FTTP internet keeps dropping out


@Brava210 wrote:

My Son has just had Virgin FTTP fitted with a Massive omnibox to house the converter etc, bit of an eyesore


Yes, you would have thought Virgin by now could do a smaller box which has more of it inside the house, but seemingly they can't trust customer with fibre cabling. Then again, people seem to break the heavy duty coax, so what would they do with fibre 😉 

 

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Jaacs
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Message 8 of 10
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Re: Newly installed FTTP internet keeps dropping out

You are right it is coax for the last bit. 

I guess technically the media hype is correct, fibre to the premise, I now have a big brown box with fibre inside stuck on the side of my house, so they delivered the ‘to premise’ just not inside the premise but I would guess that would be FITP (Fibre inside the premise) 😂

One day maybe.....

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apcyberax
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Message 9 of 10
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Re: Newly installed FTTP internet keeps dropping out

its very unlikey you'd ever get fill fiber. Even if it went into the hub/router. you'd then be using copper from the hub/router to most devices unless you upgrade all your Computers to fiber as well

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Z92
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Message 10 of 10
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Re: Newly installed FTTP internet keeps dropping out

A friend in London also has FTTP but not Virgin, on the outside is a box larger than Virgin FTTP box, but fibre goes in and an ethernet cable comes from there to inside the house, supports upto 10 gbps apparently! (they have 1 gbps) 

I guess Virgin have to stick with coax as the router and all the TV boxes require coax and having to have separate ones would be a nightmare logistically. 

 

 

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