on 31-07-2021 08:31
Area 12, ethernet and WIFI affected. The Virgin site says there's no issues in the area. The internet went down for about 5 minutes at 1am on 30/07/2021 up until this point the internet was perfect for months. When the router came back on, the BQM now looks like this:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4a1bedbb9b1dcda1617ab168a67beea8cede0a2a
Is this a failed update or maintenance or something? I literally had no problems for months, the router goes down for 5 mins, comes back up and now its barely functioning.
Answered! Go to Answer
on 02-08-2021 14:16
Hi Cold_Hands,
Thank you for posting on the Community Forums. I'm sorry to hear you've been having some issues with your broadband service.
I have been able to locate your account and can see that there is currently an ongoing SNR outage in your area which will be the culprit of the issues you've been having. The estimated fix date for this issue is 5th August. Please do continue to monitor your connection until then and let us know how you get on after advised date.
We apologise for the inconvenience caused in the meantime
Beth
on 31-07-2021 14:51
on 01-08-2021 01:52
The number says "sorry you're still having intermittent issues" which I'm not sure if they're referring to this new issue or the intermittent issues I contacted them about months ago.
1 | 171000000 | -0.9 | 38 | 256 qam | 5 |
2 | 139000000 | 0.7 | 38 | 256 qam | 1 |
3 | 147000000 | 0.7 | 38 | 256 qam | 2 |
4 | 155000000 | 0.2 | 38 | 256 qam | 3 |
5 | 163000000 | -0.5 | 38 | 256 qam | 4 |
6 | 179000000 | -1.2 | 38 | 256 qam | 6 |
7 | 187000000 | -1.2 | 38 | 256 qam | 7 |
8 | 195000000 | -1.5 | 38 | 256 qam | 8 |
9 | 203000000 | -1.9 | 38 | 256 qam | 9 |
10 | 211000000 | -2.2 | 38 | 256 qam | 10 |
11 | 219000000 | -2.5 | 38 | 256 qam | 11 |
12 | 227000000 | -3 | 38 | 256 qam | 12 |
13 | 235000000 | -3.5 | 38 | 256 qam | 13 |
14 | 243000000 | -3.7 | 38 | 256 qam | 14 |
15 | 251000000 | -3.7 | 38 | 256 qam | 15 |
16 | 259000000 | -3.9 | 38 | 256 qam | 16 |
17 | 267000000 | -4 | 38 | 256 qam | 17 |
18 | 275000000 | -3.9 | 38 | 256 qam | 18 |
19 | 283000000 | -3.9 | 38 | 256 qam | 19 |
20 | 291000000 | -4 | 38 | 256 qam | 20 |
21 | 299000000 | -4 | 38 | 256 qam | 21 |
22 | 307000000 | -4.2 | 38 | 256 qam | 22 |
23 | 315000000 | -4 | 38 | 256 qam | 23 |
24 | 323000000 | -4 | 38 | 256 qam | 24 |
1 | Locked | 38.9 | 14611 | 1980 |
2 | Locked | 38.9 | 42224 | 21309 |
3 | Locked | 38.6 | 32135 | 4397 |
4 | Locked | 38.9 | 17771 | 1366 |
5 | Locked | 38.9 | 49974 | 4190 |
6 | Locked | 38.9 | 5178 | 1444 |
7 | Locked | 38.6 | 15311 | 2259 |
8 | Locked | 38.9 | 29081 | 2999 |
9 | Locked | 38.9 | 19652 | 1562 |
10 | Locked | 38.9 | 1359 | 272 |
11 | Locked | 38.9 | 3295 | 126 |
12 | Locked | 38.6 | 24936 | 4435 |
13 | Locked | 38.9 | 28284 | 4889 |
14 | Locked | 38.9 | 4713 | 0 |
15 | Locked | 38.9 | 57 | 0 |
16 | Locked | 38.9 | 49 | 0 |
17 | Locked | 38.9 | 70 | 0 |
18 | Locked | 38.9 | 1575 | 0 |
19 | Locked | 38.9 | 277 | 0 |
20 | Locked | 38.6 | 11 | 0 |
21 | Locked | 38.9 | 17 | 0 |
22 | Locked | 38.9 | 5 | 0 |
23 | Locked | 38.9 | 17 | 0 |
24 | Locked | 38.9 | 911 | 0 |
on 01-08-2021 01:53
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 47.3 | 5120 | 32 qam | 14 |
2 | 32600000 | 49.3 | 5120 | 64 qam | 13 |
3 | 39400000 | 49.5 | 5120 | 64 qam | 12 |
4 | 46200000 | 49.5 | 5120 | 64 qam | 11 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 2 |
2 | ATDMA | 0 | 0 | 1 | 1 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 01-08-2021 01:54
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 171000000 | -0.9 | 38 | 256 qam | 5 |
2 | 139000000 | 0.7 | 38 | 256 qam | 1 |
3 | 147000000 | 0.7 | 38 | 256 qam | 2 |
4 | 155000000 | 0.2 | 38 | 256 qam | 3 |
5 | 163000000 | -0.5 | 38 | 256 qam | 4 |
6 | 179000000 | -1.2 | 38 | 256 qam | 6 |
7 | 187000000 | -1.2 | 38 | 256 qam | 7 |
8 | 195000000 | -1.5 | 38 | 256 qam | 8 |
9 | 203000000 | -1.9 | 38 | 256 qam | 9 |
10 | 211000000 | -2.2 | 38 | 256 qam | 10 |
11 | 219000000 | -2.5 | 38 | 256 qam | 11 |
12 | 227000000 | -3 | 38 | 256 qam | 12 |
13 | 235000000 | -3.5 | 38 | 256 qam | 13 |
14 | 243000000 | -3.7 | 38 | 256 qam | 14 |
15 | 251000000 | -3.7 | 38 | 256 qam | 15 |
16 | 259000000 | -3.9 | 38 | 256 qam | 16 |
17 | 267000000 | -4 | 38 | 256 qam | 17 |
18 | 275000000 | -3.9 | 38 | 256 qam | 18 |
19 | 283000000 | -3.9 | 38 | 256 qam | 19 |
20 | 291000000 | -4 | 38 | 256 qam | 20 |
21 | 299000000 | -4 | 38 | 256 qam | 21 |
22 | 307000000 | -4.2 | 38 | 256 qam | 22 |
23 | 315000000 | -4 | 38 | 256 qam | 23 |
24 | 323000000 | -4 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 14611 | 1980 |
2 | Locked | 38.9 | 42224 | 21309 |
3 | Locked | 38.6 | 32135 | 4397 |
4 | Locked | 38.9 | 17771 | 1366 |
5 | Locked | 38.9 | 49974 | 4190 |
6 | Locked | 38.9 | 5178 | 1444 |
7 | Locked | 38.6 | 15311 | 2259 |
8 | Locked | 38.9 | 29081 | 2999 |
9 | Locked | 38.9 | 19652 | 1562 |
10 | Locked | 38.9 | 1359 | 272 |
11 | Locked | 38.9 | 3295 | 126 |
12 | Locked | 38.6 | 24936 | 4435 |
13 | Locked | 38.9 | 28284 | 4889 |
14 | Locked | 38.9 | 4713 | 0 |
15 | Locked | 38.9 | 57 | 0 |
16 | Locked | 38.9 | 49 | 0 |
17 | Locked | 38.9 | 70 | 0 |
18 | Locked | 38.9 | 1575 | 0 |
19 | Locked | 38.9 | 277 | 0 |
20 | Locked | 38.6 | 11 | 0 |
21 | Locked | 38.9 | 17 | 0 |
22 | Locked | 38.9 | 5 | 0 |
23 | Locked | 38.9 | 17 | 0 |
24 | Locked | 38.9 | 911 | 0 |
Network Log
Time Priority Description
01/08/2021 00:21:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:34:31 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:34:1 | Warning! | TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:34:1 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:34:0 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:34:0 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:34:0 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:34:0 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:32:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:32:44 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:32:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:32:25 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:32:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:32:5 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:31:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:31:45 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:30:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:30:45 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:30:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2021 23:30:25 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01-08-2021 01:58 - edited 01-08-2021 02:01
Image 1: 29/07/2021
Image 2: 30/07/2021.
Literally an over night change.
I've replied to myself with the router info
EDIT: The service status test now states there is a network error affecting multiple customers in my area so I guess its just a waiting game for now.
on 01-08-2021 10:52
Similar issue here though my issue was noticeable from early yesterday. GL4 Area. No issues listed in my area until I ran a test on my Broadband and it simply states "
What does this mean?
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a31982f88738f97fbcdcef8dd65ac9baaeabf191-01-08-2021
Here is my Broadband monitor I have kept running since previous issues.
on 02-08-2021 14:16
Hi Cold_Hands,
Thank you for posting on the Community Forums. I'm sorry to hear you've been having some issues with your broadband service.
I have been able to locate your account and can see that there is currently an ongoing SNR outage in your area which will be the culprit of the issues you've been having. The estimated fix date for this issue is 5th August. Please do continue to monitor your connection until then and let us know how you get on after advised date.
We apologise for the inconvenience caused in the meantime
Beth