150M : 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:

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:

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]

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

[Kabaal]

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.

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).

Originally Posted by Jon22

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 ----------

Originally Posted by Kabaal

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.

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 ----------

Originally Posted by Hugh

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).

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]

Originally Posted by Damien

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.

Originally Posted by Jon22

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.

Just says: CADANT INC.?

[Jon22]

Originally Posted by Damien

Just says: CADANT INC.?

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

So is that good or?

[swoop101]

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]

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

Originally Posted by jb66

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]

Originally Posted by Damien

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

Originally Posted by jb66

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]

Originally Posted by Damien

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.