Menu
Reply
Ashdowners
  • 12
  • 0
  • 1
On our wavelength
388 Views
Message 1 of 10
Flag for a moderator

Internet dropouts KT17

Hi. My internet has been largely stable for around 3 months, but frequent dropouts since yesterday. Grateful for any help that can be offered.

BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7ae7c35734926da548229497fd7fbed19a...

Downstream bonded channels

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

12987500007.540256 qam21
22667500007.440256 qam17
32747500007.540256 qam18
42827500007.440256 qam19
52907500007.540256 qam20
63067500007.840256 qam22
73147500007.940256 qam23
8322750000840256 qam24
93307500008.140256 qam25
103707500008.440256 qam26
113787500008.540256 qam27
123867500008.640256 qam28
133947500008.540256 qam29
144027500008.540256 qam30
154107500008.540256 qam31
164187500008.540256 qam32
174267500008.640256 qam33
184347500008.840256 qam34
194427500008.840256 qam35
20450750000940256 qam36
214587500008.340256 qam37
224667500008.340256 qam38
23474750000840256 qam39
244827500007.840256 qam40



Downstream bonded channels

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

1Locked40.3177211758
2Locked40.95863661
3Locked40.34464498
4Locked40.95359029
5Locked40.34378308
6Locked40.371424900
7Locked40.3110822899
8Locked40.3244719988
9Locked40.9276317353
10Locked40.3277415934
11Locked40.3168218539
12Locked40.3229315434
13Locked40.3224516136
14Locked40.9338115579
15Locked40.911119563
16Locked40.9285815667
17Locked40.9321515745
18Locked40.9331515489
19Locked40.3309915650
20Locked40.9313915999
21Locked40.3281039608
22Locked40.999311747
23Locked40.945115042
24Locked40.3258916557

 

pstream bonded channels

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

15370000046.3512032 qam2
23940020546.3512032 qam4
34620022446.8512016 qam3
46030000044.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00180
2ATDMA0000
3ATDMA0000
4ATDMA0000




0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
374 Views
Message 2 of 10
Flag for a moderator
Helpful Answer

Re: Internet dropouts KT17

Your Pre & Post RS Error counts are very high.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check the counts again in an hour or so.

 

Your BQM is showing all red, this normally means the Hub isn't responding to pins, the reboot above may sort that.

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
373 Views
Message 3 of 10
Flag for a moderator
Helpful Answer

Re: Internet dropouts KT17

Three of your Upstream Modulations are wrong, all four should be at 64 QAM.

If the reboot above hasn't fixed the modulations you will need an engineer to put things right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

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

15370000046.3512032 qam2
23940020546.3512032 qam4
34620022446.8512016 qam3
46030000044.3512064 qam1

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Ashdowners
  • 12
  • 0
  • 1
On our wavelength
341 Views
Message 4 of 10
Flag for a moderator

Re: Internet dropouts KT17

Mike 

thanks for the help. So I did the 5 minute reset and left it overnight. I'm still showing 100% packet loss, but the connection does seem to have stabilised. New data below.

Downstream bonded channels

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

12987500007.340256 qam21
21387500007.138256 qam1
31467500006.538256 qam2
41547500006.438256 qam3
51627500006.840256 qam4
61707500006.940256 qam5
71787500006.940256 qam6
8186750000738256 qam7
9194750000740256 qam8
102027500006.940256 qam9
11210750000740256 qam10
12218750000740256 qam11
132267500006.940256 qam12
142347500006.840256 qam13
152427500006.840256 qam14
162507500006.840256 qam15
17258750000740256 qam16
182667500007.140256 qam17
192747500007.140256 qam18
202827500007.140256 qam19
212907500007.340256 qam20
223067500007.540256 qam22
233147500007.640256 qam23
243227500007.840256 qam24



Downstream bonded channels

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

1Locked40.350
2Locked38.940
3Locked40.350
4Locked38.600
5Locked40.300
6Locked40.350
7Locked40.300
8Locked38.930
9Locked40.350
10Locked40.350
11Locked40.340
12Locked40.340
13Locked40.350
14Locked40.360
15Locked40.350
16Locked40.300
17Locked40.360
18Locked40.360
19Locked40.340
20Locked40.930
21Locked40.300
22Locked40.3200
23Locked40.9180
24Locked40.340

 

Upstream bonded channels

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

15370000045.8512064 qam2
23940027845.5512032 qam4
34620000045.8512016 qam3
46030000043.5512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
332 Views
Message 5 of 10
Flag for a moderator

Re: Internet dropouts KT17


@Ashdowners wrote:

Mike 

thanks for the help. So I did the 5 minute reset and left it overnight. I'm still showing 100% packet loss, but the connection does seem to have stabilised. New data below.

 

Upstream bonded channels

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

15370000045.8512064 qam2
23940027845.5512032 qam4
34620000045.8512016 qam3
46030000043.5512064 qam1

You still have modulation problems.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
330 Views
Message 6 of 10
Flag for a moderator

Re: Internet dropouts KT17

Can you log in to the Hub settings and set up your Hub Firewall as shown below.

Hub-3-Firewall

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Ashdowners
  • 12
  • 0
  • 1
On our wavelength
216 Views
Message 7 of 10
Flag for a moderator

Re: Internet dropouts KT17

Mike

Sorry, I had missed this question. I'm using the Superhub in modem mode with a TP-Link Deco P9 mesh system. Unfortunately, the Deco router configuration options are very limited, and I'm not sure I can alter the IPv4 firewall settings, except to uncheck the option "Ignore ping from WLAN". 

0 Kudos
Reply
Ashdowners
  • 12
  • 0
  • 1
On our wavelength
215 Views
Message 8 of 10
Flag for a moderator

Re: Internet dropouts KT17

Incidentally, I upgraded to the 200Mb option in mid-September. For one day only I saw a speed of over 212mb down, 22mb up. For the past two months I've only once seen >100mb down or >20Mb up; else speeds range from 55-93 down and 5-11  up. I test on laptop and phone, near the base router, when there is minimal other use of devices (kids are in bed etc). I've used the fault checker tool on the VM website which says there's no problem. 

 

 

0 Kudos
Reply
Ashdowners
  • 12
  • 0
  • 1
On our wavelength
168 Views
Message 9 of 10
Flag for a moderator

Re: Internet dropouts KT17

Mike

I've been trying to call Virgin support to address these issues, which are only getting worse. 

I'm calling the standard number (really not easy to get through to) 0345 454 1111: do you know of a better number or is that it?

Thanks,

Matt

0 Kudos
Reply
Ashdowners
  • 12
  • 0
  • 1
On our wavelength
162 Views
Message 10 of 10
Flag for a moderator

Re: Internet dropouts KT17

Mike

sorry, please ignore the last email, as I eventually got through to the helpline. Helpfully, if a little frustratingly, they (Joe) readily acknowledged that there has been an issue in the area since 28 September, with an estimated fix date of 15 December at 10:15.

I have no idea why this couldn't be communicated proactively, or made known to you as a community expert, or acknowldedged when I bother to run the service status diagnostic test (https://my.virginmedia.com/faults/prepare-perform-diagnosis) which tells me that there is "no issue" generally, amd specifically "no issue in your area" (image below). 

Anyway, once we're past the 15th I'll do a factory reset on the SH3, test eveything and reinstall my Mesh system. Hopefully that will mean all issues are fixed, but I guess we'll see. Thanks again for your help.

Ashdowners_0-1607681821288.png

 

0 Kudos
Reply