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Malaaron
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Intermittent outages

Hi, 

Since around February/March I have been experiencing intermittent internet outages.

I have used an ethernet cable to ensure that its not a WiFi issue rather than the Internet but get the same issue regardless. I've had 2 technicians come out. The first one in march, changed a few things which seemed to work for a day or two and the second one who came out more recently advised that Virgin had been restricting access to cope with the increased demands. For the past 6 days, the Internet has been consistent but from 4pm today the issues have resumed.

I have restarted, rebooted and carried out a status check all to no avail. I have been with Virgin for around 3 years now and have never had any issues before but there is only so many times I can explain to my employer that I'm having broadband problems before it becomes an issue for both them and me.

Has anyone else heard anything about potential restrictions implemented? If not, does anyone have any advice as to what my options are? I have tried to wait it out to see if the issue would pass and have had 2 technicians look at it with no success and would rather cancel than persist with something that will not work. 

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gary_dexter
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Message 2 of 11
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Re: Intermittent outages

There’s no restrictions or throttling - that’s just the engineer talking out of his backside to get himself out of a sticky situation.

Post the Network, Upstream and Downstream logs from the hub admin pages 


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Malaaron
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Message 3 of 11
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Re: Intermittent outages

Hi Gary, 

Thanks for the response. I did think it seemed far fetched.

Downstream bonded channels

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

1402750000-1.938256 qam25
2202750000040256 qam9
3210750000040256 qam10
4218750000-0.431256 qam11
5226750000-0.231256 qam12
6234750000-0.440256 qam13
7242750000-0.438256 qam14
8250750000-0.240256 qam15
9258750000-0.538256 qam16
10266750000-0.440256 qam17
11274750000-0.438256 qam18
12282750000-0.538256 qam19
13290750000-0.538256 qam20
14298750000-0.538256 qam21
15306750000-0.538256 qam22
16314750000-0.738256 qam23
17322750000-0.938256 qam24
18410750000-1.738256 qam26
19418750000-238256 qam27
20426750000-2.540256 qam28
21434750000-2.740256 qam29
22442750000-2.740256 qam30
23450750000-338256 qam31
24458750000-2.738256 qam32



Downstream bonded channels

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

1Locked38.910
2Locked40.31280
3Locked40.3670
4Locked31.9356533728700108
5Locked31.97776779365410
6Locked40.340
7Locked38.680
8Locked40.340
9Locked38.910
10Locked40.370
11Locked38.970
12Locked38.970
13Locked38.970
14Locked38.970
15Locked38.980
16Locked38.9200
17Locked38.960
18Locked38.650
19Locked38.960
20Locked40.320
21Locked40.350
22Locked40.360
23Locked38.970
24Locked38.960

 

Upstream bonded channels

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

1 32599969 4.925 5120 64 qam 3

2 53700019 5.1 5120 64 qam 5

3 25799969 4.925 5120 64 qam 4

4 39400024 5.1 5120 64 qam 2

 

 

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

None of this makes any sense to me so hope I have done it right! 

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David_Bn
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Message 4 of 11
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Re: Intermittent outages

Good Afternoon Malaaron,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see you've been experiencing this issue with our services. Is this still on going or have you been able to speak to our team to resolve this since your post?

 

Kindest regards,

 

David_Bn

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egarup
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Message 5 of 11
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Re: Intermittent outages

I have experienced the same thing and have spoken to a few people in the area that are with virgin that have the same experience. All of them advise change of provider and I am now looking for alternative options as Virgin is not sustainable for work.

 

Virgin need to get to the bottom of what is causing this intermittent connection issues. Differing users to resetting the router is just not a solution 

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gary_dexter
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Message 6 of 11
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Re: Intermittent outages


@egarup wrote:

I have experienced the same thing and have spoken to a few people in the area that are with virgin that have the same experience. All of them advise change of provider and I am now looking for alternative options as Virgin is not sustainable for work.

 

Virgin need to get to the bottom of what is causing this intermittent connection issues. Differing users to resetting the router is just not a solution 


Can you start your own thread?

Deferring (not differing) users to restart routers is a troubleshooting step that also resets any historical errors in network logs and downstream logs etc.


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echotester
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Message 7 of 11
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Re: Intermittent outages

Exactly the same issue I am facing. Their service is so poor.

I will leave soon

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echotester
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Re: Intermittent outages

Hi, did you get any help from Gary? He seems to be quick in asking you to copy a book shelf and send to him, whether he resolves issues is unknown...

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echotester
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Message 9 of 11
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Re: Intermittent outages

It is also possible that this issue has been there from day one, but because customers don't use what they paid for no one has noticed it. If there are too many users due to the pandemic, you'd see a slow connection. This isn't the case. The connection breaks as if someone cut the plug somewhere. 

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MikeRobbo
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Message 10 of 11
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Re: Intermittent outages


@echotester wrote:

Hi, did you get any help from Gary? He seems to be quick in asking you to copy a book shelf and send to him, whether he resolves issues is unknown...


You are not doing yourself any favours, you have already had a dig at me on another forum. Unluckily I was too late to delete my posts that I put up in an attempt to assist you.

You have come on here looking for assistance in >> This Thread << but looking at your responses on both threads it is to much effort for you to do anything to help us help you.

As far as I am concerned you are on your own.


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