Menu
Reply
D_Jinks
  • 10
  • 0
  • 0
Joining in
315 Views
Message 1 of 18
Flag for a moderator

Unreliable connection

Currently on a 100MBPS package, regularly working from home myself and my partner is teaching from home.

Connection is incredibly unstable, we'll have a week of acceptable connection then days of '100mbps for 90seconds then plunging to between <1mbps for 30s', killing any remote desktop session, google classroom etc that you are working on. My upload average over the last day has been <0.5mbps.

It's been on and off like this since last summer, but got significantly worse in the last month. Previous engineer visit last year found nothing wrong with out setup - he came on a good day.

 

I cannot afford to lose work time so am currently working tethered to my personal mobile connection - checking my broadband one every half hour or so with the same results, and so have no ability to run a continuous broadband monitoring package on any hardware I own if I am to remain connected to my workplace.

Would drop Virgin like a plague rat if it weren't for the monopoly they have in my area wrt speeds - no other provider can deliver anything over 2mbps when last checked. I am thinking about going to a wireless 4/5g router though with another provider if this is not sorted.

Tags (1)
0 Kudos
Reply
legacy1
  • 15.45K
  • 661
  • 1.51K
Alessandro Volta
296 Views
Message 2 of 18
Flag for a moderator

Re: Unreliable connection

Are all your problems by wireless?

---------------------------------------------------------------
0 Kudos
Reply
D_Jinks
  • 10
  • 0
  • 0
Joining in
287 Views
Message 3 of 18
Flag for a moderator

Re: Unreliable connection

As far as I know, yes, I haven't tried ethernet sockets - but they affect all devices when they happen (phones, laptop, desktop, google home etc)

0 Kudos
Reply
legacy1
  • 15.45K
  • 661
  • 1.51K
Alessandro Volta
274 Views
Message 4 of 18
Flag for a moderator

Re: Unreliable connection

The hubs are not that good for wireless you should look at getting your own wireless router with 1Gb ports and put the hub in modem mode.

---------------------------------------------------------------
0 Kudos
Reply
D_Jinks
  • 10
  • 0
  • 0
Joining in
265 Views
Message 5 of 18
Flag for a moderator

Re: Unreliable connection

That's not a solution, a solution would be for virgin to replace the hub with something fit for purpose

If this problem persists tomorrow I will attempt to hook up using an ethernet lead to see if that's the issue. 

Given the last engineer visit I had I was told they didn't have enough stock to replace them unless it was showing clear faults, I'm not confident in Virgin's ability to live up to their supply agreement.

After all, it appears their concept of customer service is to palm customers of onto a forum and expect them to do all the work rather than solving the problems themselves.

 

0 Kudos
Reply
legacy1
  • 15.45K
  • 661
  • 1.51K
Alessandro Volta
261 Views
Message 6 of 18
Flag for a moderator

Re: Unreliable connection


@D_Jinks wrote:

That's not a solution, a solution would be for virgin to replace the hub with something fit for purpose

 


Sure VM can just send you a modem and say fit for purpose now.

---------------------------------------------------------------
0 Kudos
Reply
D_Jinks
  • 10
  • 0
  • 0
Joining in
224 Views
Message 7 of 18
Flag for a moderator

Re: Unreliable connection

"4. Where we do not need to install equipment at your home, we will either send you all the equipment you need through the agreed delivery method, to connect to the services, or advise you of any additional equipment you need.  If applicable, it is your responsibility to purchase the additional equipment as notified to you.  We will not be liable to you for any loss or damage caused by your installation of the equipment or additional equipment, unless this loss or damage is caused by our fault."

 

A separate wifi router is not something any person at Virgin has ever "notified" or sent to me.

Given that a significant majority of modern devices are wifi only, and virgin advertise and sell their packages explicitly as providing wifi within the home, it is not an unfair expectation that they provide this service

0 Kudos
Reply
Andruser
  • 5.53K
  • 970
  • 2.28K
Very Insightful Person
Very Insightful Person
219 Views
Message 8 of 18
Flag for a moderator

Re: Unreliable connection

Might not be the wifi or the hub, could be a poor broadband connection.  If you want to check this out follow the steps below.

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.  Then setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a link to a live, shared graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can do that immediately.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
D_Jinks
  • 10
  • 0
  • 0
Joining in
207 Views
Message 9 of 18
Flag for a moderator

Re: Unreliable connection

As requested.

My broadband has seemingly been working fine last night and this morning, the separation time of the errors reflects what was seen yesterday.

Downstream

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

113900000012.537256 qam1
214700000012.137256 qam2
315500000011.837256 qam3
416300000011.537256 qam4
517100000011.337256 qam5
61790000001137256 qam6
718700000010.937256 qam7
819500000010.537256 qam8
920300000010.337256 qam9
102110000001036256 qam10
112190000001037256 qam11
122270000009.637256 qam12
132350000009.637256 qam13
142430000009.537256 qam14
152510000009.537256 qam15
162590000009.337256 qam16
172670000009.137256 qam17
18275000000937256 qam18
19283000000937256 qam19
202910000009.137256 qam20
212990000009.837256 qam21
223070000001037256 qam22
2331500000010.837256 qam23
2432300000011.837256 qam24


Downstream bonded channels

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

1Locked37.324810
2Locked37.630230
3Locked37.656470
4Locked37.3100140
5Locked37.3118820
6Locked37.3132810
7Locked37.3175770
8Locked37.3235030
9Locked37.3320640
10Locked36.6375800
11Locked37.6406650
12Locked37.3514810
13Locked37.3588060
14Locked37.3705550
15Locked37.3912330
16Locked37.31168890
17Locked37.31579530
18Locked37.62117550
19Locked37.62640940
20Locked37.32561700
21Locked37.62336330
22Locked37.32343530
23Locked37.62000750
24Locked37.612976828

 

Upstream bonded channels

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

13260000042.5512064 qam5
23940000041.5512064 qam4
34620000041.5512064 qam3
45370000043512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00796
2ATDMA00503
3ATDMA00340
4ATDMA0000

 

 

0 Kudos
Reply
D_Jinks
  • 10
  • 0
  • 0
Joining in
206 Views
Message 10 of 18
Flag for a moderator

Re: Unreliable connection

Network Log

Time Priority Description

09/02/2021 16:41:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:41:4criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:40:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:40:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:38:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:38:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:37:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:37:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:35:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:35:45criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:34:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:34:5criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:27:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:27:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:26:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:26:6criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:24:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:24:46criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:23:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:23:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0b77b2c962d89b6ea628946197820b8f0a...

0 Kudos
Reply