Internet suddenly terrible overnight.

[Cold_Hands]

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.

[jbrennand]

Some thing is badly wrong with that connection. Are you in normal router mode - or in modem mode.

Can you post up the Hub data?

Also try the “free & automated” Service Status number - 0800 561 0061 and see if anything is reporting there

[Cold_Hands]

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.

Downstream bonded channelsChannel 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 channelsChannel 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

[Cold_Hands]

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

[Cold_Hands]

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;

[Cold_Hands]

Image 1: 29/07/2021

Image 2: 30/07/2021.

Literally an over night change.

https://imgur.com/a/PSUV7Xz

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.

[JNukem8472]

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 "

Network issue

We have detected an issue on our network which maybe affecting your broadband service.

What does this mean?

• This is impacting multiple customers in your area.
• This will cause intermittent speeds and performance may vary at times."

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a31982f88738f97fbcdcef8dd65ac9baaeabf191-01-08-2021

Here is my Broadband monitor I have kept running since previous issues.

[Beth_G · Accepted solution]

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