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stacel
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Appalling service

For around the last 4 weeks we have been suffering absolutely terrible consistency in our broadband. An 'upgrade' to the local cabinet seems to have affected something and there is an acknowledged fault in our local network. However the service status on the website has at no point made any reference to it and the phone line is vague in its apologies.
Has anyone any advice on the T3 timeouts which we seem to be experiencing? The WAN IP address as disappears which I assume is the fault in the network.
Is there anything we can do to improve this or are we at the mercy of VM and when they can be bothered to fix it?
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Message 2 of 13
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Re: Appalling service

Hi stacel

 

Thanks for posting back on the community.

 

I'm sorry to read that you are experiencing issues with your broadband service.

 

From checking your connection, there is a high peak time traffic fault in your area which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004351551 and with a review date of 12th October.

 

At the moment the Super Hub is showing as offline and not polling any data for me to check your line further. If you can post your router information this will help us further. To do this type in 192.168.0.1 in the address bar, no need to sign in, on the top right you will see router status. Within here you will have downstream, upstream and network log. You can copy and paste this information, that would be great.

 

Hope to hear from you soon

Sam


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stacel
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Message 3 of 13
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Re: Appalling service

Hi Samantha

Thanks for the reply.

Info as requested

 

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)259000000251000000267000000275000000283000000291000000299000000307000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID21345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)2.102.271.861.640.500.680.660.29
RxMER (dB)37.9438.2637.9437.9437.6437.3637.9437.36
Pre RS Errors
 32357921224221353942421434744513997
Post RS Errors
 44348147155216271216400

104

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID9N/AN/A11
Frequency (Hz)37600000N/AN/A24400000
Ranging StatusSuccessOtherOtherSuccess
Modulation64QAMN/AN/A64QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)46.75N/AN/A45.50
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts40041
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
06/09/2016 16:02:26 GMT06/09/2016 16:02:26 GMTWarning (5)90000200CSFR Detect - Expired Content Submitted ; LAN Interface
06/09/2016 14:55:03 GMT06/09/2016 14:55:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:55:01 GMT06/09/2016 14:55:01 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:59 GMT06/09/2016 14:54:59 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:57 GMT06/09/2016 14:54:57 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:55 GMT06/09/2016 14:54:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:53 GMT06/09/2016 14:54:53 GMTCritical (3)82000600Unicast Maintenance Ranging attempted - No response - Retries exhausted
06/09/2016 14:54:53 GMT06/09/2016 14:54:53 GMTCritical (3)82000300Ranging Request Retries exhausted
06/09/2016 14:54:51 GMT06/09/2016 14:54:51 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:49 GMT06/09/2016 14:54:49 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:47 GMT06/09/2016 14:54:47 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:45 GMT06/09/2016 14:54:45 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:43 GMT06/09/2016 14:54:43 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:41 GMT06/09/2016 14:54:41 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:39 GMT06/09/2016 14:54:39 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:37 GMT06/09/2016 14:54:37 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:35 GMT06/09/2016 14:54:35 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:33 GMT06/09/2016 14:54:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:31 GMT06/09/2016 14:54:31 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2016 14:54:29 GMT06/09/2016 14:54:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
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Message 4 of 13
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Re: Appalling service

Hi stacel


Thanks for the reply and posting your router information, I appreciate it.

 

I've taken another look at your connection and during this afternoon there was an SNR (signal to noise ratio) fault reported, which will coincide with the time-outs reported from the network log. The reference number is F004731843 and with a review date of 13th September. 

 

I will check this nearer the review date for further updates.

Regards

Sam


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stacel
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Message 5 of 13
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Re: Appalling service

Further to this, the issue was apparently resolved at the beginning of October. Now it's started again. The signal had dropped off completely about 5 times this morning. I'm not ringing up to be told to turn it off and on again. Can someone on the forum team see what is happening and to get it fixed. I had to raise this with the head office complaints team last time to get any meaningful results
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Message 6 of 13
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Re: Appalling service

Hiya stacel,

 

Thanks for getting back in touch.

 

I've checked this for you and there are 2 faults reported in your area which are having an impact on your connection.

 

1. An SNR fault which is causing intermittent connection. The reference number is F004837210 and with a review date of 23rd November.

2. A high peak time traffic fault causing slow speeds. Reference number is F004351551 and the review date is 28th December.

 

I can imagine how frustrating this might be and I am sorry for the inconvenience caused.

Regards

Sam


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stacel
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Message 7 of 13
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Re: Appalling service

Hi Samantha

Can you please check on the status of my complaint which has been raised with Virgin Media?
Just spoke again with VM tech support to try and get any kind of answer as to when VM may be able provide a worthwhile service. I spoke with Hardy I believe, a subject matter expert, who has advised the SNR fault which was to be fixed by 2nd Dec, is now to be fixed 9th Dec and then no doubt 16th Dec, 23rd, 30th etc etc

Thanks
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Message 8 of 13
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Re: Appalling service

Hi stacel,

 

Thanks for getting back to me.

 

Looking as the review date for the SNR fault, it is showing as the 9th December as you mentioned. As these are review dates they can be subject to change due to the work that is required to resolve the issue. I can see from your account, that you have arranged for an engineer visit to look at this also.

 

The complaint is open on your account and in progress with the relevant department who will check this for you.

 

I will check the fault on the review date for further updates.

Regards

Sam


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Message 9 of 13
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Re: Appalling service

Hiya stacel,

 

Hope all is well.

 

Just checking in to let you know that the SNR fault has been closed down as resolved.

 

Has there been an improvement with the connection or are you still experiencing disconnections/T3 time-outs?

 

Speak soon

Sam


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stacel
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Message 10 of 13
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Re: Appalling service

Hi Samantha

Thanks for the update. We had issues still with it not working at all.
However we had an engineer come out this morning, who's swapped the hub out.
Fingers crossed it's fixed it now
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