Issues in GU22 area?

[blueatom]

Hi

not sure if this is the right place, but my broadband has been a bit temperamental since Friday.

The issue checker says there is a TV problem in our area but Broadband is fine. Not sure I trust this though.

For the last few days though the connection has been fairly bad with intermittent high pings and lost packets.

Is there anyone from Virgin who can check this please?

[jbrennand]

What is reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

What Hub model is it and is it in normal router mode?   What pieces of equipment are connected to it on ethernet cables ?

[blueatom]

Status looks like this:

Downstream bonded channels

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

1	203000000	0.7	40	256 qam	9
2	211000000	0.5	40	256 qam	10
3	219000000	0.2	40	256 qam	11
4	227000000	0.5	40	256 qam	12
5	235000000	0.4	40	256 qam	13
6	243000000	-0.2	40	256 qam	14
7	251000000	0	40	256 qam	15
8	259000000	0	40	256 qam	16
9	267000000	0	40	256 qam	17
10	275000000	0	40	256 qam	18
11	283000000	0	40	256 qam	19
12	291000000	-0.2	40	256 qam	20
13	299000000	0.2	38	256 qam	21
14	307000000	0.7	40	256 qam	22
15	315000000	0.5	40	256 qam	23
16	323000000	0.2	40	256 qam	24
17	331000000	0.7	40	256 qam	25
18	339000000	0.9	40	256 qam	26
19	347000000	1	40	256 qam	27
20	355000000	1.4	40	256 qam	28
21	363000000	1	40	256 qam	29
22	371000000	0.2	40	256 qam	30
23	379000000	0.5	40	256 qam	31
24	387000000	0.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	85186	7723
2	Locked	40.3	84383	7546
3	Locked	40.9	83159	7460
4	Locked	40.9	69467	4750
5	Locked	40.3	53328	2809
6	Locked	40.3	44627	2259
7	Locked	40.3	31931	1340
8	Locked	40.3	29520	1210
9	Locked	40.9	34479	1666
10	Locked	40.3	33267	1469
11	Locked	40.9	29846	956
12	Locked	40.3	26938	529
13	Locked	38.9	19560	161
14	Locked	40.3	12782	22
15	Locked	40.3	13773	28
16	Locked	40.3	14858	57
17	Locked	40.3	11169	38
18	Locked	40.3	9186	71
19	Locked	40.9	5448	75
20	Locked	40.3	2883	52
21	Locked	40.3	2924	50
22	Locked	40.3	4601	73
23	Locked	40.3	4584	78
24	Locked	40.3	4559	94

[blueatom]

Nothing reported on that 0800 number.

The device is in Modem mode, connected to a Synology router. I am loathe to put it back into Router Mode as it will break my whole network. I'm hoping that the error counts I posted are helpful here..

[blueatom]

Upstream bonded channels

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

1	43100000	47.8	5120	64 qam	2
2	49600000	48	5120	64 qam	1
3	30100000	47.5	5120	64 qam	4
4	23600132	47	5120	64 qam	5
5	36600000	47.5	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[jbrennand · Accepted solution]

The only concern is the PostRS error levels - but they may be historic accumulation.  Can you do this...

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.

Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing and accumulating with time - they shouldn't. If they do (particularly the postRS and any up" T3 ones) you have a problem (noise) that only a Tech visit will sort."

You will have to drop back to router mode at some point so they can check whether any of your connected equipment is actually causing the issue.  As there have been several threads on here recently where similar BQM latency/packet loss problems were eventually pinned down to a dodgy piece of connected kit affecting the connection . Bad connectors on ethernet cables and faulty network switches being high on the list of culprits.

Examples.  See message 21 in the first thread - and 13 in the second.
https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/p...

https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Connection/td-p/5069984/page/2

[blueatom]

I had a look at my Synology router yesterday evening.

In an effort to avoid the factory reset option I started having a poke about in the config.

One of the security apps - Threat Prevention - was enabled. This performs Deep Packet Inspection, logging to a USB stick. See https://kb.synology.com/en-global/SRM/help/ThreatPrevention/threatprevention_desc?version=1_3 

I disabled this and popped the USB stick out and my ping tests seemed to stabilize. Also, the error counts on the Virgin modem were not incrementing.

I then stuck in a new USB stick, formatted it, and then re-enabled the Threat Prevention app.

Pings seem OK and the graph is a lot better.. 

I'll check error counts tomorrow and compare.

So thanks jbrennand for the links. I assumed that modem error counts were between the modem and the street, but upstream router can affect this obviously.