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Cold_Hands
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Internet suddenly terrible overnight.

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.

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jbrennand
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Re: Internet suddenly terrible overnight.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Cold_Hands
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Re: Internet suddenly terrible overnight.

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
1171000000-0.938256 qam5
21390000000.738256 qam1
31470000000.738256 qam2
41550000000.238256 qam3
5163000000-0.538256 qam4
6179000000-1.238256 qam6
7187000000-1.238256 qam7
8195000000-1.538256 qam8
9203000000-1.938256 qam9
10211000000-2.238256 qam10
11219000000-2.538256 qam11
12227000000-338256 qam12
13235000000-3.538256 qam13
14243000000-3.738256 qam14
15251000000-3.738256 qam15
16259000000-3.938256 qam16
17267000000-438256 qam17
18275000000-3.938256 qam18
19283000000-3.938256 qam19
20291000000-438256 qam20
21299000000-438256 qam21
22307000000-4.238256 qam22
23315000000-438256 qam23
24323000000-438256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9146111980
2Locked38.94222421309
3Locked38.6321354397
4Locked38.9177711366
5Locked38.9499744190
6Locked38.951781444
7Locked38.6153112259
8Locked38.9290812999
9Locked38.9196521562
10Locked38.91359272
11Locked38.93295126
12Locked38.6249364435
13Locked38.9282844889
14Locked38.947130
15Locked38.9570
16Locked38.9490
17Locked38.9700
18Locked38.915750
19Locked38.92770
20Locked38.6110
21Locked38.9170
22Locked38.950
23Locked38.9170
24Locked38.99110
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Cold_Hands
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Re: Internet suddenly terrible overnight.

Upstream bonded channels

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

12580000047.3512032 qam14
23260000049.3512064 qam13
33940000049.5512064 qam12
44620000049.5512064 qam11



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0002
2ATDMA0011
3ATDMA0010
4ATDMA0000
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Cold_Hands
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Re: Internet suddenly terrible overnight.

Downstream bonded channels

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

1171000000-0.938256 qam5
21390000000.738256 qam1
31470000000.738256 qam2
41550000000.238256 qam3
5163000000-0.538256 qam4
6179000000-1.238256 qam6
7187000000-1.238256 qam7
8195000000-1.538256 qam8
9203000000-1.938256 qam9
10211000000-2.238256 qam10
11219000000-2.538256 qam11
12227000000-338256 qam12
13235000000-3.538256 qam13
14243000000-3.738256 qam14
15251000000-3.738256 qam15
16259000000-3.938256 qam16
17267000000-438256 qam17
18275000000-3.938256 qam18
19283000000-3.938256 qam19
20291000000-438256 qam20
21299000000-438256 qam21
22307000000-4.238256 qam22
23315000000-438256 qam23
24323000000-438256 qam24



Downstream bonded channels

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

1Locked38.9146111980
2Locked38.94222421309
3Locked38.6321354397
4Locked38.9177711366
5Locked38.9499744190
6Locked38.951781444
7Locked38.6153112259
8Locked38.9290812999
9Locked38.9196521562
10Locked38.91359272
11Locked38.93295126
12Locked38.6249364435
13Locked38.9282844889
14Locked38.947130
15Locked38.9570
16Locked38.9490
17Locked38.9700
18Locked38.915750
19Locked38.92770
20Locked38.6110
21Locked38.9170
22Locked38.950
23Locked38.9170
24Locked38.99110

 

Network Log

Time Priority Description

01/08/2021 00:21:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:34:31criticalReceived 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 23:34:1Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:34:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:34:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:34:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:34:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:34:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:32:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:32:44criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:32:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:32:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:32:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:32:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:31:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:31:45criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:30:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:30:45criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:30:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 23:30:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Cold_Hands
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Re: Internet suddenly terrible overnight.

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.

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JNukem8472
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Re: Internet suddenly terrible overnight.

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.

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Beth_G
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Re: Internet suddenly terrible overnight.

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

Beth
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