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Unstable Broadband

Hello forum and Virgin Media,

 

For a while my broadband is very unstable. It's nearing on impossible to work from home, and we have to work from home. The SU3 looses connection and trying to work with VPN, Remote Desktop, Teams etc... becomes frustrating, browsing website it hangs. When it works it's ok.

There are times when there are so many dropped packets, as charted below:

bb08029644278726e3aade6c56f8af0f277a53ea.jpg

 

 I did also monitor the two other IP's, one either side of mine and they were both showing no packets lost.

 

In the last 10mins I have unplugged the router and re-booted it up. We've moved into a new property and are using the pre-installed cables and have been using it roughly for about 4 weeks... sadly past the 14 days where we would have cancelled it. All connections are good and tight.

 

Is this something an engineer should come out and inspect?  

 

 

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Re: Unstable Broadband

Here are the SH3  status

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

1402750000-138256 qam30
22027500000.738256 qam9
32107500000.938256 qam10
42187500000.738256 qam11
52267500000.738256 qam12
62347500000.238256 qam13
72427500000.438256 qam14
8250750000-0.238256 qam15
9258750000-0.238256 qam16
10266750000-0.237256 qam17
11274750000-0.438256 qam18
12282750000-0.738256 qam19
13290750000-0.438256 qam20
14298750000038256 qam21
15306750000-0.438256 qam22
16314750000-0.738256 qam23
17322750000-0.738256 qam24
18330750000-0.238256 qam25
19370750000-0.938256 qam26
20378750000-0.538256 qam27
21386750000-0.738256 qam28
22394750000-0.738256 qam29
23410750000-138256 qam31
24418750000-1.238256 qam32



Downstream bonded channels

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

1Locked38.984206
2Locked38.64991559
3Locked38.93321135
4Locked38.6221823
5Locked38.62451003
6Locked38.93161094
7Locked38.62571285
8Locked38.6202616
9Locked38.6210692
10Locked37.6202945
11Locked38.62521183
12Locked38.6187564
13Locked38.6140362
14Locked38.6147949
15Locked38.6157866
16Locked38.6156575
17Locked38.6135203
18Locked38.9123572
19Locked38.6101359
20Locked38.9107470
21Locked38.9100244
22Locked38.685197
23Locked38.969145
24Locked38.676175

 

Upstream bonded channels

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

1394000564.65512064 qam2
2258000264.15512064 qam4
3326000194.6512064 qam3
4461999814.4512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

08/08/2020 20:21:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 20:20:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 20:20:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 20:15:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 20:15:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 20:14:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 20:14:36criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 20:03:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:58:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:57:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:57:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:55:54criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:55:54criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:54:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:54:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:51:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:51:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:47:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:44:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/08/2020 19:42:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Re: Unstable Broadband

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK - you can post the link straight away.

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

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: Unstable Broadband

Good evening Mike,

 

Thanks for the quick reply. I attached a photo of my BQM graph in my original post, it's being verified it's safe....

 

However, here is the live graph link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bd0b240963f32098319e5b164599008728... 

 

I can confirm all co-ax connections that they are finger tight.

 

Lost broadband between my first post and now!

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Re: Unstable Broadband

Having checked the 'Check Service Status' returns "Broadband 

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Re: Unstable Broadband

Your stats aren't too bad but the BQM is showing problems on the other side of your Hub.

In my amateur opinion you will need an engineer visit to have a look at your problem.

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

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

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: Unstable Broadband

Starting to loose broadband again... Trying to work from home and VPN video chats keep dropping...

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bd0b240963f32098319e5b164599008728...

 

Anybody from VM care to help? 

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Helpful Answer

Re: Unstable Broadband

I've flagged your post for the forum staff to pick up.  Although your power and noise data is nominally acceptable, the Network log is clear evidence of the problems you describe, as is the BQM, and the number of uncorrected post-RS looks to be too high.  I've guessed this may be a local equipment fault or upstream noise, but forum staff will be able to advise on next steps which may include passing on to the networks team for investigation. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: Unstable Broadband

Hi there Nataliyalondon 

 

Welcome to the community and thank you for your post. 

 

I'm sorry to hear that you've been having these broadband issues. I appreciate this would be frustrating when trying to work. I will be able to take a look in to this for you to see if a tech vsiit is needed. 

 

I'll send you over a private message to run through security 🙂 

 

Thanks, 

 

Hollie_B

Hollie - Forum Team


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Re: Unstable Broadband

Hi @nataliyalondon 

 

Thanks for your private message. I've been able to book the tech visit in for you. If you head here you'll be able to log in to your online account and see the appointment there. You'll be able to reschedule it if anything changes and you can't make that visit. 

 

Thanks. 

 

 

Hollie - Forum Team


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