Cable Forum - 150M Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Page 1 of 3

Show 100 post(s) from this thread on one page

Cable Forum (https://www.cableforum.uk/board/index.php)

- Virgin Media Internet Service (https://www.cableforum.uk/board/forumdisplay.php?f=12)

- - 150M : Repeated Cut-outs. What info can I collect to convince Virgin of the problem? (https://www.cableforum.uk/board/showthread.php?t=33703757)

Damien

10-10-2016 20:56

Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

I have been getting constant cut-outs of the internet, multiple times a day, for weeks now. Virgin sent out an engineer a while back who couldn't find anything wrong other than fixing speed issues I had but the cut-outs remain.

I wondered if there is any information I should collect every time one of these cut-outs happen to give more help to Virgin and/or the engineer?

At the moment these are my downstream levels:

Quote:

Downstream bonded channels
Channel Frequency(Hz) Power (dBmV) SNR(dB) Modulation Channel ID
1 298750000 4.8 36.3 256 qam 13
2 322750000 3.2 36.6 256 qam 16
3 314750000 3.7 36.6 256 qam 15
4 306750000 4.5 36.6 256 qam 14
5 290750000 4.4 36.6 256 qam 12
6 282750000 4.3 37.3 256 qam 11
7 274750000 4.5 36.6 256 qam 10
8 266750000 4.3 36.6 256 qam 9
9 258750000 4.1 36.3 256 qam 8
10 250750000 4.6 36.6 256 qam 7
11 242750000 5.5 37.3 256 qam 6
12 234750000 5.4 37.6 256 qam 5
13 226750000 5.4 37.3 256 qam 4
14 218750000 5.5 37.3 256 qam 3
15 210750000 5.6 37.6 256 qam 2
16 202750000 5.5 37.3 256 qam 1

and upsteam:

Quote:

Upstream bonded channels
Channel ID Frequency(Hz) Modulation Power (dBmV) Mode Channel Bandwidth(Hz) Symbol Rate (ksps)
10 39400000 ATDMA 35.5 16 qam 6400000 5120
9 46200000 ATDMA 35.8 16 qam 6400000 5120

When I look at the network log I get a lot of:

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

but not sure if that's anything.

Jon22

10-10-2016 21:03

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Are you by any chance using modem mode (guessing its a SH3?) and on an Arris CMTS?

Kabaal

10-10-2016 21:05

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Is it dropping for a minute or two roughly hourly? If so i had that happen recently and was caused by an update to the CMTS resulting in everyone in the area with a SH2 having the problem. Changing to a SH3 fixed it.

Hugh	10-10-2016 21:06

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

I had the same problem for about six weeks - had 3 engineers out, and the SH2AC replaced on the 2nd visit.

On the 3rd visit, I insisted he talked to the network techs, who found I had a high rate of FEC errors (around 20%), which basically borks the connection.

I was told it was a localised problem, and would be resolved as a low priority task - after about 6 weeks it appears to be OK now (I got a refund on my BB for the six weeks).

Damien

10-10-2016 21:09

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Quote:

Originally Posted by Jon22 (Post 35862876)

Are you by any chance using modem mode (guessing its a SH3?) and on an Arris CMTS?

I am using modem mode. It's the latest Superhub? I have no idea what the last thing is.

---------- Post added at 22:08 ---------- Previous post was at 22:07 ----------

Quote:

Originally Posted by Kabaal (Post 35862877)

It's drops for a minute or two. I'll try and time the cut-outs. Hourly might make sense.

---------- Post added at 22:09 ---------- Previous post was at 22:08 ----------

Quote:

Originally Posted by Hugh (Post 35862878)

I'll phone them again then. Just want to collect as much information as possible to help them diagnose the fault. When I called previously they did mention vague 'issues in the area' but no more information and that was a month ago.

Jon22

10-10-2016 21:16

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Quote:

Originally Posted by Damien (Post 35862879)

I am using modem mode. It's the latest Superhub? I have no idea what the last thing is.

May be down to the port flapping issue. http://community.virginmedia.com/t5/...g/td-p/3073985

I think the SH3 lists the CMTS mac address in the network log. Copy it into the search box on this site: http://wintelguy.com/ and it should give the manufacturer of the CMTS.

Damien

10-10-2016 21:34

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Quote:

Originally Posted by Jon22 (Post 35862884)

Just says: CADANT INC.?

Jon22

10-10-2016 21:46

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Quote:

Originally Posted by Damien (Post 35862889)

Just says: CADANT INC.?

Yep, Cadant = Arris. http://www.cableforum.co.uk/board/sh...38&postcount=4

Damien

11-10-2016 05:40

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

So is that good or?

swoop101

11-10-2016 07:01

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Set up a ping monitor and it will show dropouts on your connection.
http://www.thinkbroadband.com/ping
I have proved problems to them in the past so that they cannot deny them.

jb66	11-10-2016 07:21

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

If you use the hub in router mode that should sort it for now....

Damien

11-10-2016 07:55

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Quote:

Originally Posted by jb66 (Post 35862919)

If you use the hub in router mode that should sort it for now....

Thanks, I'll try that.

So it's something wrong with the hub in modem mode? The port flap thing? How is that resolved?

jb66	11-10-2016 07:58

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Quote:

Originally Posted by Damien (Post 35862929)

Thanks, I'll try that.

So it's something wrong with the hub in modem mode? The port flap thing? How is that resolved?

A firmware update is required. If you try in router mode and the symptoms disappear then at least we know what the problem is

Damien

11-10-2016 08:35

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Quote:

Originally Posted by jb66 (Post 35862930)

A firmware update is required. If you try in router mode and the symptoms disappear then at least we know what the problem is

If that is the problem then is that something I can do on the device? Pretty sure it was up to date as of a few weeks ago.

Jon22

11-10-2016 09:33

Re: Repeated Cut-outs. What info can I collect to convince Virgin of the problem?

Quote:

Originally Posted by Damien (Post 35862937)

If that is the problem then is that something I can do on the device? Pretty sure it was up to date as of a few weeks ago.

Unfortunately not. Everyone with the problem is waiting for Virgin to push out a new firmware to fix it.

All times are GMT. The time now is 10:03.

Page 1 of 3

Show 100 post(s) from this thread on one page