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Tinack
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No internet connection

Hi

We've had a few dropouts over the last month or two, nothing major, odd hour here and there. Today it has been off for ~4hrs at this point. Have run the test on the service status page which says we need an engineers visit. Have booked one but earliest is next Wednesday! With 2 of us working from home it is going to mean lost earnings if we cant get back online before then. Hoping there is something we can do ourselves in the meantime, but I have no idea what to look for in the router logs!

Thanks in advance for any help!

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Z92
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Re: No internet connection

Whilst we wait for the pictures to be approved, have you the the usual ? 

Make sure all coax connections are hand tight. 

Turn off all devices on the coax (so router and TV box if fitted) for several minutes and then turn back on. 

 

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Tinack
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Re: No internet connection

Ah, didnt know there would be a wait, oops! Just went to copy/paste instead and it seems to have sprung back into life. Will paste below the statuses now that it's working, would be grateful if someone could advise if it's still worth having an engineer come out based on these? I dont want to waste people's time or have unnecessary contacts at the moment, but at the same time I'd like a stable connection!

No other Virgin products, just broadband. Hub 3 in modem mode. Have done all the basics, checked physical connections, restarted, powered off for a period of time etc

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1299000000-5.238256 qam21
2203000000-2.740256 qam9
3211000000-2.940256 qam10
4219000000-340256 qam11
5227000000-3.540256 qam12
6235000000-3.740256 qam13
7243000000-440256 qam14
8251000000-4.440256 qam15
9259000000-4.540256 qam16
10267000000-4.540256 qam17
11275000000-540256 qam18
12283000000-5.240256 qam19
13291000000-5.438256 qam20
14307000000-5.238256 qam22
15315000000-5.738256 qam23
16323000000-5.738256 qam24
17331000000-5.738256 qam25
18371000000-6.238256 qam26
19379000000-6.538256 qam27
20387000000-6.738256 qam28
21395000000-6.538256 qam29
22403000000-6.538256 qam30
23411000000-6.538256 qam31
24419000000-6.238256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.650
2Locked40.960
3Locked40.350
4Locked40.360
5Locked40.300
6Locked40.300
7Locked40.300
8Locked40.300
9Locked40.300
10Locked40.3100
11Locked40.350
12Locked40.350
13Locked38.9100
14Locked38.900
15Locked38.900
16Locked38.640
17Locked38.940
18Locked38.9110
19Locked38.900
20Locked38.900
21Locked38.9130
22Locked38.6120
23Locked38.600
24Locked38.650

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1258003365.1512064 qam12
2394000005.1512064 qam10
3462002975.1512064 qam9
4326000005.1512064 qam11


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jpeg1
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Re: No internet connection

According to those figures you do still need an engineer visit to adjust the signal levels. It won't be reliable until they have been adjusted.

 

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Katie_WT
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Re: No internet connection

Hi there @Tinack

 

Welcome to our Community and thanks so much for your first post - I was sorry to hear that you've been having some issues with your broadband recently. After locating your account I can see that you have since managed to contact us directly and we booked a technician to come and take a closer look for you. 

 

Notes advise that some changes and adjustments were made and a fault splitter was removed that was causing the drop outs and signal level issues - all specifications are now back to where they should be and all is looking tip top from here. 

 

Hope things are still looking grand since the technician visit - if you do need any further help or assistance, you know where we are. 

 

Cheers - stay safe

Katie - Forum Team


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