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Outage - Part 2

In a previous post I had describe how I had a problem with intermittent disconnects.

Intermittent Network issues - RCS Partial Service/Time Synchronization Failure 

This was solved by having a technician coming over and fixing the faulty wiring outside of my apartment.
Now after it had shown no more intermittent disconnects, the connections completely failed for several hours each day, before it normalizes. These are the example graphs from the 12.09.2020 onwards:

12.09.

ChrisGosse_0-1600179904123.png

13.09.

ChrisGosse_1-1600179934658.png

14.09.

ChrisGosse_2-1600179990079.png

15.09.

image.png

This is unacceptable for, as I need to work during this hours and this is damaging my business and ability secure my income. The hotline has again proven to be very unhelpful, as it only repeats the standard script, that they follow and will only apply the standard solutions to my issues.

Below are my routers logs

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Re: Outage - Part 2

Downstream bonded channels

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

1259000000-0.537256 qam16
2251000000-0.537256 qam15
3267000000-0.237256 qam17
4275000000037256 qam18
52830000000.737256 qam19
62910000001.237256 qam20
72990000001.537256 qam21
83070000002.238256 qam22
9315000000238256 qam23
10323000000338256 qam24
113310000003.538256 qam25
123710000004.538256 qam26
133790000004.938256 qam27
143870000004.638256 qam28
153950000005.140256 qam29
164030000004.438256 qam30
174110000004.338256 qam31
184190000003.438256 qam32
19427000000438256 qam33
204350000003.538256 qam34
214430000004.138256 qam35
224510000004.938256 qam36
23459000000538256 qam37
244670000004.938256 qam38



Downstream bonded channels

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

1Locked37.3353577662
2Locked37.6358777457
3Locked37.3357937876
4Locked37.3365586150
5Locked37.6357975509
6Locked37.6332334749
7Locked37.6298154259
8Locked38.6271704208
9Locked38.6266474191
10Locked38.6246664471
11Locked38.6224153177
12Locked38.666822234
13Locked38.965882834
14Locked38.957082347
15Locked40.345942040
16Locked38.952582174
17Locked38.960081799
18Locked38.964001846
19Locked38.966902192
20Locked38.674281927
21Locked38.963401808
22Locked38.942151542
23Locked38.924561648
24Locked38.616711776

Upstream bonded channels

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

1603000004.55512064 qam1

 

*Note: Sometimes this ranges between 1 and 4 channels and constantly changes after the disconnects

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u+voc-b.cm



Primary Downstream Service Flow

SFID265648
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID265647
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

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Re: Outage - Part 2

You only have one upstream channel, we would expect to see four.

You will need an engineer to put things right.

 

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Outage - Part 2

I tried the landline several times and I think I rather take my chances here in the forum. At least, the last time it was much more helpful and actually led to a solution.

Thank you for your reply though

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Re: Outage - Part 2

Hello ChrisGosse

Lets hope second time around goes just as good #

I did take a look at a few things from here and can see the upstream levels are causing this issue 

I cabn also see you have a faults appointment booked in with a Senior Engineer as well

Can you please let us know how you get on 

Gareth_L

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Re: Outage - Part 2

Hi Gareth_L,

I would love to let you know how it would have been going on, but the Senior Engineer, didn't show up during the scheduled time (wich was the time span on which the issue keeps occuring). To be clear, no one showed up.

This has been very frustrating, as I already once had the very same thing happening to me for a similar appointment in the past.

The monitoring of the connection yields the same picture throughout the last weeks. Everyday at around 11 am up until 3 pm, the connection fails, and if it gets back up during that frame, my download and upload are severely compromised.

I have no idea where to go from here, as this seriously disturbing my work from home. 

I lose around 16% of my internet service, not including the heavily reduced bandwidth and loss of packages directly after the incidents.

Any suggestions?

 

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Re: Outage - Part 2

Okay, to correct my previous statement, the technician came in 1.5 hours after the appointed time, and this was out side of the time frame, when the issue normally occurs.

I was given his phone number to call directly on Monday, if the issue arises again to give him the chance to take a look during the issues, as for now he couldn't see anything wrong with the connection, as it was working pretty much properly after 3 pm.

I will update this on Monday

 

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Helpful Answer

Re: Outage - Part 2

As it looks now, my connection has been restored and seems to be stable. 
The technician investigated this through all channels and found out, that apparently one of the amplifiers in the outlet outside, was broken and couldn't handle the high access during the day and only did reset/restore itself at around 2 - 3 pm. 

He swapped it or diverted the cable somehow and now it seems to be fine, apart from a slightly higher ping than before, which is still within the acceptable range. 

ChrisGosse_0-1600775003549.png

 

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Re: Outage - Part 2

Thanks for the update ChrisGosse,

 

Glad to hear that you're services have improved since the technicians visit. 

 

If you need any further assistance in the future please come back to us through this channel.

 

Kind regards Jodi

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