Help - Internet Status - Partial (US Only) - Internet almost unusable

[LeiQ2]

Hi Guys and Virgin,

Issue over the last 24 hours. Slow, choppy internet that is sometimes ok but mostly not. I have logged into the router / admin portal and the internet status show as above - Partial (US Only). I have turned off and on, reset via the software (login) and then hard reset using the reset small reset hole. None of this helps I'm afraid.

I have searched around and found some similar issues and ofter replied ask for a report to be posted, so I have done this below 😊

Cable Modem Status

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	330750000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	330750000	-1.4	40	256 qam	25
2	202750000	-3	40	256 qam	9
3	210750000	-3.7	40	256 qam	10
4	218750000	-3.5	40	256 qam	11
5	226750000	-4	40	256 qam	12
6	234750000	-3.5	40	256 qam	13
7	242750000	-4	40	256 qam	14
8	250750000	-3.7	40	256 qam	15
9	258750000	-3.7	40	256 qam	16
10	266750000	-3	40	256 qam	17
11	274750000	-3.2	40	256 qam	18
12	282750000	-2.5	40	256 qam	19
13	290750000	-2.7	40	256 qam	20
14	298750000	-2	40	256 qam	21
15	306750000	-2.2	40	256 qam	22
16	314750000	-1.9	40	256 qam	23
17	322750000	-2	40	256 qam	24
18	338750000	-1.5	40	256 qam	26
19	346750000	-1	40	256 qam	27
20	354750000	-1.7	40	256 qam	28
21	362750000	-1.5	40	256 qam	29
22	370750000	-2.4	40	256 qam	30
23	378750000	-2	40	256 qam	31
24	386750000	-2.5	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	40.9	0	0
3	Locked	40.3	0	0
4	Locked	40.9	0	0
5	Locked	40.3	0	0
6	Locked	40.3	5	0
7	Locked	40.3	1	0
8	Locked	40.9	5	0
9	Locked	40.3	0	0
10	Locked	40.3	5	0
11	Locked	40.9	0	0
12	Locked	40.9	5	0
13	Locked	40.3	0	0
14	Locked	40.3	6	0
15	Locked	40.9	0	0
16	Locked	40.9	0	0
17	Locked	40.9	0	0
18	Locked	40.3	0	0
19	Locked	40.9	5	0
20	Locked	40.3	0	0
21	Locked	40.9	6	0
22	Locked	40.9	0	0
23	Locked	40.3	0	0
24	Locked	40.3	0	0

Refresh data

Upstream bonded channels

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

1	60300000	51	5120	64 qam	1
2	46200000	51	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	14	3

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	,.iyewrkldJKDHSUBsgvca698

[Beth_G]

Hi LeiQ2,

Thanks for your message to Ayisha and for providing your details.

I'm sorry to hear you've been experiencing some issues with your WiFi and broadband connection. I've been able to take a look at things from this end and can see that you are currently affected by an SNR (signal to noise ratio) issue, which is estimated to be resolved by 13th April.

I am really sorry for any inconvenience caused whilst we get this issue resolved. Please do let us know if you would like an update or need anything else.

Kind regards