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MD2011
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Poor and intermittent service - fault diagnosis doesn't work

Just had all my equipment replaced by you recently. Speedtest reads 100mbps. But accessing sites, FTP, mailservers, etc is sporadic and fails a lot in recent days including today. For example:

Tracing route to google.com [216.58.214.14]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3    13 ms    11 ms    10 ms  m53-mp8.cvx1-a.hud.dial.ntli.net [62.252.112.53]
  4     *        *        *     Request timed out.
  5    15 ms    17 ms    13 ms  tele-ic-7-ae2-0.network.virginmedia.net [62.253.175.34]
  6    17 ms    13 ms    16 ms  74-14-250-212.static.virginm.net [212.250.14.74]
  7    15 ms    14 ms    18 ms  74.125.242.65
  8    17 ms    19 ms    18 ms  74.125.253.185
  9    15 ms    16 ms    12 ms  lhr26s05-in-f14.1e100.net [216.58.214.14]

Trace complete.

 

Your fault diagnosis in the Virgin account area, regardless of how 'clever' it says it is, doesn't work at all :viginfail3.JPG

Your service status says everything is fine. But it's not.

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MD2011
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Re: Poor and intermittent service - fault diagnosis doesn't work

Downstream bonded channels
Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
1    307000000    2.4    38    256 qam    22
2    323000000    1.9    38    256 qam    24
3    315000000    2.2    38    256 qam    23
4    299000000    2.2    38    256 qam    21
5    291000000    1.5    38    256 qam    20
6    283000000    1.2    38    256 qam    19
7    275000000    1.5    38    256 qam    18
8    267000000    0.9    38    256 qam    17
9    259000000    0.9    38    256 qam    16
10    251000000    1    38    256 qam    15
11    243000000    1.2    38    256 qam    14
12    235000000    1    38    256 qam    13
13    227000000    1.2    38    256 qam    12
14    219000000    1.4    38    256 qam    11
15    211000000    1.7    38    256 qam    10
16    203000000    1.7    38    256 qam    9
17    195000000    2    38    256 qam    8
18    187000000    2.2    38    256 qam    7
19    179000000    2.5    38    256 qam    6
20    171000000    2.5    38    256 qam    5
21    163000000    2.5    38    256 qam    4
22    155000000    2.5    38    256 qam    3
23    147000000    2.7    38    256 qam    2
24    139000000    2.7    38    256 qam    1


Downstream bonded channels
Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
1    Locked    38.9    7511    22505
2    Locked    38.9    6103    30761
3    Locked    38.6    7495    30384
4    Locked    38.9    7232    30038
5    Locked    38.6    7132    32074
6    Locked    38.6    6786    31458
7    Locked    38.6    6930    31121
8    Locked    38.9    7130    26953
9    Locked    38.6    7481    30643
10    Locked    38.6    7472    26099
11    Locked    38.9    7915    30558
12    Locked    38.6    8354    30920
13    Locked    38.6    8596    29425
14    Locked    38.6    8982    29455
15    Locked    38.9    9303    29843
16    Locked    38.9    10105    30389
17    Locked    38.6    10865    30162
18    Locked    38.9    10789    30730
19    Locked    38.6    11269    30713
20    Locked    38.9    11653    30531
21    Locked    38.9    12196    31223
22    Locked    38.6    13391    31181
23    Locked    38.6    13468    31222
24    Locked    38.6    14550    30472



Upstream bonded channels
Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
1    25800000    41.5    5120    64 qam    76
2    32600000    42.8    5120    64 qam    75
3    39400000    43.8    5120    64 qam    74
4    46200000    42    5120    64 qam    73


Upstream bonded channels
Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
1    ATDMA    0    0    40    0
2    ATDMA    0    0    13    0
3    ATDMA    0    0    15    0
4    ATDMA    0    0    36222    94695

 

I have a whole bunch of errors in the Log over last three days, mostly of the type:

 

No Ranging Response received - T3 time-out
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received



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MD2011
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Re: Poor and intermittent service - fault diagnosis doesn't work

On and on it goes every day - connections are hit and miss. Sites not loading, then loading. FTP failing, then working. Poor poor poor.

 

Tracing route to virginmedia.com [213.105.9.24]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3    15 ms    15 ms    12 ms  m53-mp8.cvx1-a.hud.dial.ntli.net [62.252.112.53]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7    29 ms    21 ms    19 ms  know-dclcore-1b-port-channel1.network.virginmedia.net [62.254.85.22]
  8    21 ms    29 ms    19 ms  www.virginmedia.com [213.105.9.24]

Trace complete.

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cje85
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Re: Poor and intermittent service - fault diagnosis doesn't work

The traceroutes are fine, there's no cause for concern on those. However there definitely is an issue judging by the amount of errors on both the downstream and upstream. A member of the forum team will respond within a couple of days and will be able to test your connection and arrange an engineer visit if required. 

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MD2011
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Re: Poor and intermittent service - fault diagnosis doesn't work

My HTTP, FTP and MAIL connections are constantly failing then after many retries / reloads they work again, then fall over again. It's been going on for days now.

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DaveM
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Re: Poor and intermittent service - fault diagnosis doesn't work

Power cycle the hub and see how quick the errors come back.

Dave

"The late great Douglas Adams: A common mistake that people make when trying to design something completely foolproof is to underestimate the ingenuity of complete fools."
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MD2011
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Re: Poor and intermittent service - fault diagnosis doesn't work

Router log:

2018-11-23 10:21:08.00    critical    Ranging Request Retries exhausted;
2018-11-23 10:21:08.00    critical    Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2018-11-23 10:21:32.00    critical    Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2018-11-23 10:27:56.00    critical    Ranging Request Retries exhausted;
2018-11-23 10:27:56.00    critical    Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2018-11-23 10:28:20.00    critical    Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2018-11-23 10:34:43.00    critical    Ranging Request Retries exhausted;
2018-11-23 10:34:43.00    critical    Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2018-11-23 10:35:07.00    critical    Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2018-11-23 10:38:38.00    Warning!    RCS Partial Service;
2018-11-23 10:38:38.00    critical    SYNC Timing Synchronization failure - Loss of Sync;
2018-11-23 10:38:38.00    Warning!    RCS Partial Service;
2018-11-23 10:38:39.00    critical    SYNC Timing Synchronization failure - Loss of Sync;
2018-11-23 10:38:44.00    Warning!    Lost MDD Timeout;
2018-11-23 10:38:48.00    critical    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2018-11-23 10:41:20.00    critical    SYNC Timing Synchronization failure - Loss of Sync;
2018-11-23 10:41:20.00    Warning!    RCS Partial Service;
2018-11-23 10:41:20.00    critical    SYNC Timing Synchronization failure - Loss of Sync;
2018-11-23 10:41:26.00    Warning!    Lost MDD Timeout;
2018-11-23 10:41:48.00    critical    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

 

MAC addresses removed

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MD2011
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Re: Poor and intermittent service - fault diagnosis doesn't work

The hub which was replaced only a few weeks ago, takes about 30 - 40 mins just to get a lock after power up. Then the behaviour is exactly the same straight away.

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Forum Team (Retired) Heather_J
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Re: Poor and intermittent service - fault diagnosis doesn't work

Hello MD2011, 

Thanks for posting 🙂

Really sorry for the connection problems. I can see that you're getting a high amount of time outs stacking up which are going to be causing problems. I'd like to arrange for an engineer to visit to investigate further. We'll need to confirm a convenient appointment and we can do this via online chat. 

Take care. 

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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MD2011
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Re: Poor and intermittent service - fault diagnosis doesn't work

Hi Heather - thanks - I've arranged that already

Is this just to do with my connection / router then? There's not some WAN side problem affecting anyone else in area 07 ? There just seem to be endless issues. Every time an engineer comes out they say the last guy should/shouldn't have fitted attenuators or that this bit of kit is crap and needs replacing with a good one, which is what happened last time and the time before that and so on.

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