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350MB connection unstable, Unifi USG-Pro 4, previously Draytek Vigor, Unifi switching and AP's

Hi,

tldr: can anyone have a look at the Virgin hub (modem mode) stats at the bottom, and confirm if things are good, or bad? 

In more detaul, I think I have a problem with my Virgin connection. Whatever criteria my router is using, the virgin connection apparently fails and flips to the secondary WAN. This casues my users much frustration and gets me alot of emails. 

To explain briefly the set up I have, its about 130 users, most with multiple devices. I have two WAN's, Virgin 350mb and a 60mb adsl from elsewhere. Both connect to a Unifi USG Pro 4 (firewall/router/security appliance), which has a LAN connection to a Unifi 24 port switch, which services 15 houses , featuring 15 Unifi AP-Pros, and a number of dumb switches (netgear) which service a few LAN clients.  The Unifi is pretty standard config, no intrusion prevention, just a single LAN, two wans. The Virgin connection is primary, and I get troublesome behaviour whether I choose failover or load balanced mode between the two WANs - it flips between the two all day. 

It may be worth noting, I replaced the router today with a Unifi USG pro 4, to be inline with the rest of my equipment, i.e. the core switch and all the AP's. The Unifi appears to handle its assessment of a WAN links connectivity differently, as it seems to see the Virgin link as unstable, and flips to the ADSL connection every 5 minutes. The previous Draytek did not do this, but reports from the user base were poor, in particular web calls, and VPN links for remote workers. I have experienced both issues myself. 

My query is not with the LAN set up, but with interpretting the stats from my Virgin hub, and trying to understand the general instability of the Virgin WAN connection overall. 

If I put the Virgin hub in standard mode and plug a laptop into it, I see pushing 400Mb. I confess I haven't tested this often, or consistently. 

If I take the Virgin WAN out altogether, I get stability in terms of WAN uplink for the LAN users, but the bandwidth isn't enough (60MB down for 100+ users doesn't quite cut it in working from home scenario, unsurprisingly)

As is protocol in this forum, I have collected the upstream/downstream stats from the Virgin hub, which is modem mode, I'll post those below. 

I apologise in advance if I have missed any of the basic information required before asking for help. I am happy to provide any further details anyone might like to help troubleshoot this issue. 

My questions are:

1) Can anyone advise if there is an obvious problem with the Virgin connection based on the stats below?

2) This is a longshot, can anyone advise why my Virgin hub is inaccessible from the web, which causes the broadband monitor tool to fail, I believe. Previously I used a Draytek Vigor 3300, through which the Virgin public IP was pingable, but now it is not. Worth noting, I can ping the hubs public address from a client on the LAN in one hop. I can't ping it from a separate connection on the web, and the BB monitor just shows dropped packets, 100%. I also cant reach the modem IP from the LAN, and have to plug a laptop directly into it, assign a static in the 192.168.100.1/24 range to reach it. I anticpate the reason for this is out of scope for this forum, but should anyone have a tip, I'd be grateful. 

If anyone has experience with opening up the Virgin hub to the internet wiht a USG in front of it, for the sake of the broadband monitor, I'd be eternally grateful, though thats probably a question for the unifi forums. 

In the meantime, see below my upstream/downsteam stats and the broadband monitor link as it stands, albeit somewhat useless, from what I can tell. 

Upstream: 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 41.5 5120 64 qam 7
2 46200000 42.5 5120 64 qam 8
3 39400000 43 5120 64 qam 9
4 32600000 43 5120 64 qam 10


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

 

Downstream

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 11.8 40 256 qam 30
2 202750000 11.3 40 256 qam 9
3 210750000 11.5 40 256 qam 10
4 218750000 11.5 40 256 qam 11
5 226750000 11.8 40 256 qam 12
6 234750000 11.9 40 256 qam 13
7 242750000 11.9 40 256 qam 14
8 250750000 12.1 40 256 qam 15
9 258750000 12.3 40 256 qam 16
10 266750000 12.6 40 256 qam 17
11 274750000 12.6 40 256 qam 18
12 282750000 13 40 256 qam 19
13 290750000 12.9 40 256 qam 20
14 298750000 13 40 256 qam 21
15 306750000 13 40 256 qam 22
16 314750000 13 40 256 qam 23
17 322750000 12.9 40 256 qam 24
18 330750000 12.9 40 256 qam 25
19 370750000 13 40 256 qam 26
20 378750000 13.1 40 256 qam 27
21 386750000 13 40 256 qam 28
22 394750000 12.5 40 256 qam 29
23 410750000 12 40 256 qam 31
24 418750000 12.6 40 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 5 0
2 Locked 40.3 4 0
3 Locked 40.3 8 0
4 Locked 40.3 5 0
5 Locked 40.9 6 0
6 Locked 40.3 6 0
7 Locked 40.3 5 0
8 Locked 40.3 9 0
9 Locked 40.9 9 0
10 Locked 40.3 6 0
11 Locked 40.3 8 0
12 Locked 40.3 7 0
13 Locked 40.3 8 0
14 Locked 40.3 9 0
15 Locked 40.9 7 0
16 Locked 40.3 7 0
17 Locked 40.9 5 0
18 Locked 40.3 7 0
19 Locked 40.3 1 0
20 Locked 40.9 6 0
21 Locked 40.3 15 0
22 Locked 40.3 9 0
23 Locked 40.3 8 0
24 Locked 40.9 3 0

Config page

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm


Primary Downstream Service Flow
SFID 852656
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 852655
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

 

Status page

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

Broadband monitor BBC link

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/6a2d8d416842ced257385c64744b591ca9b5e74b]My Broadband Ping[/url]

 

Broadband monitor - direct link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6a2d8d416842ced257385c64744b591ca9b5e74b

 

I do thank you for reading this far. I have given this alot of thought, but whatever I try, it appears the Virgin WAN link is the cause. For context, I am an infrastructure engineer, not a network engineer, despite my best efforts. 

thanks,

Johnny 

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Re: 350MB connection unstable, Unifi USG-Pro 4, previously Draytek Vigor, Unifi switching and AP's

Your downstream power levels are all out of spec (-6 to +10 is in spec, 0dB is optimal).

Downstream

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 11.8 40 256 qam 30
2 202750000 11.3 40 256 qam 9
3 210750000 11.5 40 256 qam 10
4 218750000 11.5 40 256 qam 11
5 226750000 11.8 40 256 qam 12
6 234750000 11.9 40 256 qam 13
7 242750000 11.9 40 256 qam 14
8 250750000 12.1 40 256 qam 15
9 258750000 12.3 40 256 qam 16
10 266750000 12.6 40 256 qam 17
11 274750000 12.6 40 256 qam 18
12 282750000 13 40 256 qam 19
13 290750000 12.9 40 256 qam 20
14 298750000 13 40 256 qam 21
15 306750000 13 40 256 qam 22
16 314750000 13 40 256 qam 23
17 322750000 12.9 40 256 qam 24
18 330750000 12.9 40 256 qam 25
19 370750000 13 40 256 qam 26
20 378750000 13.1 40 256 qam 27
21 386750000 13 40 256 qam 28
22 394750000 12.5 40 256 qam 29
23 410750000 12 40 256 qam 31
24 418750000 12.6 40 256 qam 32

This will require an engineer visit to correct, either at the local cabinet, or by fitting one of these between the HUB and cable to the wall socket:

https://www.ebay.co.uk/itm/Technetix-12dB-Forward-Path-Equailiser/233455402135?_trkparms=aid%3D11100... 

Your BQM isn't working (You need to enable pinging/echo request).

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Re: 350MB connection unstable, Unifi USG-Pro 4, previously Draytek Vigor, Unifi switching and AP's

Thanks so much for the reply Carl_Pearce. 

If you're able to confirm, should I wait for contact here from a Virgin engineer about resolving the power issues, or contact them myself somehow? So far as I can see calling them hasn't been an option for a while. 

When you say I should enable ping/echo, you mean I should do that on the hub itself? Before installing the Unifi router/firewall, BQM worked fine, so I expect the new firewall is blocking that. Do you agree? 

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Re: 350MB connection unstable, Unifi USG-Pro 4, previously Draytek Vigor, Unifi switching and AP's


@computerguy wrote:

Thanks so much for the reply Carl_Pearce. 

If you're able to confirm, should I wait for contact here from a Virgin engineer about resolving the power issues, or contact them myself somehow? So far as I can see calling them hasn't been an option for a while. 

When you say I should enable ping/echo, you mean I should do that on the hub itself? Before installing the Unifi router/firewall, BQM worked fine, so I expect the new firewall is blocking that. Do you agree? 


You have three options:

  • Wait for a VM staff member to reply on here (Currently 5 - 7 days).
  • Text VM on 07533 051 809.
  • Phone customer services on 0345 454 1111.

Yes, I agree a third party piece of equipment will be blocking ping requests. It doesn't matter as such, since we already know of an existing issue (Power levels).

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