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What frequency of disconnection is acceptable?

In the real world, a complex system like Virgin's HFC network will have occasional outages. Hubs will reboot, connection will be re-established and the customer will often be unaware that anything happened.

I had a run of occasional reboots, including days when streaming, say, a 2hr movie or TV programme could be interrupted two or three times. Another day the internet was practically unusable with disconnection and reconnection on a timescale of minutes. A telephone agent diagnosed "connectivity issues" and arranged an engineer visit. The elite engineer checked wiring from Hub back to the cabinet, replacing a 19-yr old isolator on the way, and pronounce it OK. He kindly gave me a brand-new Hub3 to replace the refurb I had just been issued for self-install under the hardware upgrade program. 

The overall conclusion seemed to be that my problems had been due to the over-30 degree temperatures then occurring locally. All seemed well until the last few days when first occasional connection loss then hours of up and down every few minutes has begun again.

In the 10 days since activation the new Hub3 has had just one period of 5 days continuous uptime. What should I expect and at what point should I complain again?

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Re: What frequency of disconnection is acceptable?

When the downtime starts to impact your home / working life you need to take things further.

How are you connecting your device, Wi-Fi or ethernet cable ?

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

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

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: What frequency of disconnection is acceptable?

If there are no area issues (you can check for these via the link above & also by phoning 0800 561 0061) then I should report the issue, as there could still be either signal strength issues or noise on the network.

Virgin BB TV Landline. Freeview/Freesat HD, Virgin Mobile, Tesco Mobile. Cable customer since 1993

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: What frequency of disconnection is acceptable?

Here are the data from the Hub:

Down

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

458250000

3

38

256 qam

7

2

410250000

3.7

38

256 qam

1

3

418250000

3.5

38

256 qam

2

4

426250000

3.5

40

256 qam

3

5

434250000

3

40

256 qam

4

6

442250000

3

40

256 qam

5

7

450250000

3

38

256 qam

6

8

466250000

3.2

38

256 qam

8

9

474250000

3

38

256 qam

9

10

482250000

3

38

256 qam

10

11

490250000

3

38

256 qam

11

12

498250000

2.5

38

256 qam

12

13

506250000

2.7

38

256 qam

13

14

514250000

2.5

38

256 qam

14

15

522250000

2.2

38

256 qam

15

16

530250000

2.7

40

256 qam

16

17

538250000

2.4

38

256 qam

17

18

546250000

2.2

38

256 qam

18

19

554250000

2

38

256 qam

19

20

562250000

2

38

256 qam

20

21

570250000

2

38

256 qam

21

22

578250000

2.2

38

256 qam

22

23

586250000

1.9

38

256 qam

23

24

594250000

2

38

256 qam

24

 

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

5

0

2

Locked

38.9

2

0

3

Locked

38.9

5

0

4

Locked

40.3

6

0

5

Locked

40.3

0

0

6

Locked

40.3

6

0

7

Locked

38.9

6

0

8

Locked

38.9

2

0

9

Locked

38.9

7

0

10

Locked

38.9

7

0

11

Locked

38.9

7

0

12

Locked

38.9

1

0

13

Locked

38.6

9

0

14

Locked

38.9

9

0

15

Locked

38.9

4

0

16

Locked

40.3

0

0

17

Locked

38.9

8

0

18

Locked

38.9

4

0

19

Locked

38.9

9

0

20

Locked

38.9

6

0

21

Locked

38.9

10

0

22

Locked

38.9

9

0

23

Locked

38.9

7

0

24

Locked

38.9

8

0

 

Up

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

1462000004512064 qam1
2257999073.925512064 qam4
3394000003.975512064 qam2
4326000003.95512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Re: What frequency of disconnection is acceptable?

(Posted separately to get around the yellow error message!)

Redacted log

01/01/1970 00:01:30

critical

No Ranging Response received - T3 time-out;

20/08/2020 08:35:14

notice

LAN login Success;

01/01/1970 00:01:29

critical

No Ranging Response received - T3 time-out;

20/08/2020 04:54:45

Warning!

RCS Partial Service;

20/08/2020 04:10:38

critical

No Ranging Response received - T3 time-out;

20/08/2020 04:10:38

Warning!

RCS Partial Service;

01/01/1970 00:01:28

critical

No Ranging Response received - T3 time-out;

19/08/2020 19:59:29

notice

LAN login Success;

01/01/1970 00:01:30

critical

No Ranging Response received - T3 time-out;

01/01/1970 00:01:31

critical

No Ranging Response received - T3 time-out;

19/08/2020 10:36:28

notice

LAN login Success;

01/01/1970 00:01:31

critical

No Ranging Response received - T3 time-out;

17/08/2020 22:56:26

critical

No Ranging Response received - T3 time-out;

17/08/2020 11:18:1

notice

LAN login Success;

17/08/2020 04:13:39

Error

DHCP REBIND WARNING - Field invalid in response;

16/08/2020 23:58:26

Error

DHCP RENEW sent - No response for IPv4;

16/08/2020 19:55:54

critical

No Ranging Response received - T3 time-out;

16/08/2020 19:51:16

Warning!

RCS Partial Service;

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Re: What frequency of disconnection is acceptable?

It's a pity Arris didn't make uptime accessible without logging in 🙂

Uptime.png

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Re: What frequency of disconnection is acceptable?

Hi all and I hope you don't mind me tagging onto this thread. I am newly set up (a few hours ago!) with Virgin Broadband. Was very excited and loving a much improved speed of service but after about three hours of bliss I got disconnected (and reconnected to be fair) from the internet. 

Is this a fairly normal thing to happen after a new install that will settle down or do I need to start worrying? 

 

Any thoughts greatly received, ta.

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