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JenseRony
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Intermitent connection for 2 weeks London E8

Hi there,

I've been experiencing terrible speed and intermitent connection for the past 2 weeks without having done any change on my network. All my devices are affected included the ones on ethernet.

Connection can be stable and decent for an amount of time and suddenly drop to very slow speed or no connection at all. This is quite frustrating since I'm working form home and means I have periods of time with no internet at all. The problem usually resolves itself but I haven't had decent speed in 2 weeks.

I've tried the usual, reboot the router, reset it, network diagnostic, all with no succes. Status check on VM website says: "We have detected an issue on our network which maybe affecting your broadband service.". I've also replaced the coax cable with another VM one (I was using a very old one from years ago, the new one came with my Hub 3 last year)

A friend of my suggested my SNR might be a little high and an attenuator could help. A new building just opened next door and the VM node might be shouting a little heavily at my router now. That's just a guess though, something else might be wrong.

Here are some data from the router, looking forward to getting this fixed.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
60300455
Locked
Provisioning State
Online
 
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
120300000013.938256 qam9
221100000011.637256 qam10
321900000011.537256 qam11
422700000013.138256 qam12
523500000013.338256 qam13
62430000001338256 qam14
72510000001338256 qam15
82590000001338256 qam16
92670000001338256 qam17
102750000001338256 qam18
1128300000013.338256 qam19
1229100000013.438256 qam20
1329900000013.938256 qam21
1430700000014.438256 qam22
1531500000014.138256 qam23
1632300000013.938256 qam24
1733100000013.538256 qam25
1833900000013.338256 qam26
1934700000012.938256 qam27
2035500000012.438256 qam28
213630000001238256 qam29
2237100000012.138256 qam30
233790000001238256 qam31
2438700000011.838256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.660
2Locked37.690
3Locked37.380
4Locked38.670
5Locked38.650
6Locked38.650
7Locked38.950
8Locked38.990
9Locked38.960
10Locked38.960
11Locked38.670
12Locked38.950
13Locked38.6190
14Locked38.960
15Locked38.970
16Locked38.670
17Locked38.6410
18Locked38.690
19Locked38.990
20Locked38.6100
21Locked38.670
22Locked38.680
23Locked38.6220
24Locked38.950

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030045549.3512032 qam1
24619946052512016 qam3
33939968747.5512016 qam4
45370051052512016 qam2



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0040
3ATDMA0000
4ATDMA0000
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Andrew-G
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Re: Intermitent connection for 2 weeks London E8

Downstream power is too high and you've got an upstream noise problem as well.  I've flagged for staff who can book you a technician.

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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JenseRony
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Re: Intermitent connection for 2 weeks London E8

Thanks for the quick answer Andrew, you rock! Looking forward to getting this technician 🙂

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Molly_G
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Re: Intermitent connection for 2 weeks London E8

Hi there @JenseRony,

 

Welcome to the forums and many thanks for your post! Sorry to hear you've been having connection issues recently.

 

I've been able to locate your account from the details you've registered to forums with and can see that currently we are carrying out some engineering work on a local SNR fault which is likely to be causing this impact to your services. The details of this are below:

 

Fault ref: F008971611   
Date Open: 25th April 2021 
Estimated Fix Time: 19th May 2021 at 09:30

 

Apologies for this. I would advise you to monitor your services following the fix time for this particular fault, and do let us know if these issues persist. We will happily look further into this for you.

 

Many thanks,

Molly_G
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JenseRony
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Re: Intermitent connection for 2 weeks London E8

Thanks Molly for this information. I'll monitor my service once this is fixed then and reach out if I need anything.

Any chance I could be informed in the future when this sort of things happen?

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Molly_G
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Re: Intermitent connection for 2 weeks London E8

Hey @JenseRony,

 

Apologies that no correspondence has been issued about this fault

Depending on the size of the area affected, work like this is commonly listed on our Service Status page and would include this information - here, we also give the option for customers to register for alerts to keep updated on the fault.

 

However, I can see that this isn't the case for the fault affecting you currently, I do apologise for this and have noted this feedback for you.

 

Thanks, 

 

 

Molly_G
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JenseRony
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Re: Intermitent connection for 2 weeks London E8

Hi there,

I'm still experiencing internet issues despite the end of the maintenance. It's definitely gotten better (stay stable longer) but I'm getting a number of dropouts and experiencing similar SNR. Stats haven't changed a whole lot so I believe there is still something wrong:

Downstream bonded channels

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

12030000001338256 qam9
221100000010.937256 qam10
321900000010.937256 qam11
422700000012.538256 qam12
523500000012.538256 qam13
624300000012.438256 qam14
725100000012.338256 qam15
825900000012.338256 qam16
926700000012.338256 qam17
102750000001238256 qam18
1128300000012.538256 qam19
1229100000012.538256 qam20
132990000001338256 qam21
1430700000013.538256 qam22
1531500000013.338256 qam23
163230000001338256 qam24
1733100000012.838256 qam25
1833900000012.538256 qam26
1934700000012.338256 qam27
2035500000011.638256 qam28
2136300000011.338256 qam29
2237100000011.338256 qam30
2337900000010.938256 qam31
2438700000010.538256 qam32



Downstream bonded channels

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

1Locked38.6140
2Locked37.340
3Locked37.640
4Locked38.900
5Locked38.960
6Locked38.660
7Locked38.670
8Locked38.9110
9Locked38.680
10Locked38.680
11Locked38.990
12Locked38.660
13Locked38.6110
14Locked38.6190
15Locked38.6210
16Locked38.9190
17Locked38.6220
18Locked38.650
19Locked38.950
20Locked38.680
21Locked38.6110
22Locked38.990
23Locked38.644221
24Locked38.6673

 

Upstream bonded channels

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

16030004749.3512032 qam1
24620012652512016 qam3
33940020747.8512016 qam4
45369946552512016 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA00850
3ATDMA0000
4ATDMA0000

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/64db7f53f72e73abe399f68628b041955a...

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Zach_R
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Re: Intermitent connection for 2 weeks London E8

Hi @JenseRony,

I am really sorry to hear that your service issues appear to be ongoing.

Upon investigating the fault ticket that I can see my colleague provided to you earlier in this thread, the estimated fix time/date has been pushed back to May 24th. Apologies for the ongoing inconvenience.

If the issues continue after this date has elapsed, please let us know and we can go from there.

Thanks,
 



Zach - Forum Team


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JenseRony
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Re: Intermitent connection for 2 weeks London E8

Hi there,

Thanks for this update. We're now the 25th and it doesn't seem that this is fixed as you can see:

My Broadband Ping - Home VM

Downstream bonded channels

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

120300000013.538256 qam9
221100000011.537256 qam10
321900000010.637256 qam11
422700000012.938256 qam12
52350000001338256 qam13
62430000001338256 qam14
725100000012.938256 qam15
825900000012.938256 qam16
926700000012.838256 qam17
1027500000012.638256 qam18
112830000001338256 qam19
122910000001338256 qam20
1329900000013.538256 qam21
143070000001438256 qam22
1531500000013.838256 qam23
1632300000013.538256 qam24
1733100000013.338256 qam25
1833900000013.138256 qam26
193470000001338256 qam27
2035500000012.438256 qam28
213630000001238256 qam29
2237100000011.938256 qam30
2337900000011.438256 qam31
2438700000010.938256 qam32



Downstream bonded channels

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

1Locked38.670
2Locked37.6916
3Locked37.32119
4Locked38.9717
5Locked38.91516
6Locked38.6916
7Locked38.9817
8Locked38.61915
9Locked38.6210
10Locked38.91414
11Locked38.9140
12Locked38.6250
13Locked38.6360
14Locked38.9110
15Locked38.6150
16Locked38.9240
17Locked38.9610
18Locked38.9300
19Locked38.990
20Locked38.6120
21Locked38.6140
22Locked38.9160
23Locked38.9771231
24Locked38.6100

 

Upstream bonded channels

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

16029981651512032 qam1
24620065152512016 qam3
33939988946.7512016 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA002910
3ATDMA0000

 

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Serena_C
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Re: Intermitent connection for 2 weeks London E8

Hi @JenseRony,

 

I am so sorry to see that your connection is still being disrupted like this, I understand how frustrating this must be.

 

I have taken a look at your account and unfortunately the estimated fix time for the SNR outage has been pushed back to 9:30am on 27th May.

 

Apologies for the inconvenience,

 

Serena

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