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jamieosh
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Intermittent service, slow speeds, Lost MDD Timeout?

Over the last few days my internet connection has been slow, for example playing video often stops to buffer and speed tests give inconsistent down to 2Mb/s (I've previously had 190+).

The only thing I can see in my Superb (2ac - software version V1.01.11, hardware version 1.03) network logs are a lot of Lost MDD Timeouts:

Time Error Number Error Description
12/02/2017 17:28:28 GMT 84020200 Lost MDD Timeout
12/02/2017 17:28:21 GMT 66050310 Auth Success - Web login successful.
12/02/2017 17:27:34 GMT 84020200 Lost MDD Timeout
12/02/2017 17:26:46 GMT 84020200 Lost MDD Timeout
12/02/2017 17:25:15 GMT 84020200 Lost MDD Timeout
12/02/2017 17:25:07 GMT 84020200 Lost MDD Timeout
12/02/2017 17:24:56 GMT 84020200 Lost MDD Timeout
12/02/2017 17:24:34 GMT 84020200 Lost MDD Timeout
12/02/2017 17:24:28 GMT 84020200 Lost MDD Timeout
12/02/2017 17:23:17 GMT 84020200 Lost MDD Timeout
12/02/2017 17:22:57 GMT 84020200 Lost MDD Timeout

Looking at Network Status the power levels look like:

Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 1 202750000 Hz 256 QAM -13.3 dBmV 34.6 dB 3740 563
NotLocked Unknown
Locked 3 218750000 Hz 256 QAM -12.5 dBmV 24.2 dB 238461 154450
Locked 4 226750000 Hz 256 QAM -13.0 dBmV 30.8 dB 12278814 678
Locked 5 234750000 Hz 256 QAM -14.0 dBmV 34.3 dB 2765 484
Locked 6 242750000 Hz 256 QAM -12.9 dBmV 35.1 dB 1590 651
Locked 7 250750000 Hz 256 QAM -13.1 dBmV 34.6 dB 1806 562
Locked 8 258750000 Hz 256 QAM -13.0 dBmV 34.5 dB 2259 429

Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 52 53700000 Hz ATDMA 54.5 dBmV 16QAM 6400000 Hz 5120 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
Locked 50 35800000 Hz ATDMA 54.8 dBmV 16QAM 6400000 Hz 5120 Ksym/sec

I've tried rebooting, turning on and off, etc. Speed is definitely not a local wifi issue, I've tried both the router and external wifi router and also a wired connection. It certainly seems more at the Virgin or modem side.

Anyone know if I have problems that means I have to suffer one of those terrible phone calls to support??

Thanks,

Jamie

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Superuser
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Re: Intermittent service, slow speeds, Lost MDD Timeout?

Your internet connection is completely shot.

Your downstream power levels are too low, the SNR rances from very poor to marginal and your upstream power levels are too high.

It might be worth checking the coax cablefrom the hub to the cable entry point for obvious signs of damage and all connectors are hand tight. If you have a barrel shaped attenuator screwed to the coax at the back of the hub I would try removing it.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

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jamieosh
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Re: Intermittent service, slow speeds, Lost MDD Timeout?

Well, at least I wasn't in a queue for an age like I've experienced previously...

After making some changes at his end, and then remote rebooting my hub - and no change, still very patchy speeds - time to book an engineer to come down. Soonest I could get was in 6 days time Smiley Sad

After first saying it would be ok off peak in the evenings and only a problem during the day, the agent changed his mind when I said it wasn't as video streaming isn't really working in the evenings due to the speed and interruptions. Can I not have someone sooner? On hold...

"No, I will do some more tests and change the power from my end and this will fix it, unplug the coax and power cables from the router..."

Nothing much changed, sometimes speed test returns decent results, other times not. As I was away at the weekend, actually the first appointment I could get was 2 weeks out!! Best he could suggest was that he tried to get a cancellation and would call me back tomorrow. Not much hope in my opinion.

Saying I was not happy he said he'd raise a complaint and his manager would call me back in 24-48 hours.

If I knew it would be better to switch to BT I would, but their service sucks as well. Having been a Virgin Media customer for a long long time, whenever there is a problem, getting it resolved is very slow and painful. Very poor customer service.

So right now I'm left with v slow internet and no resolution path in sight. Another hour on the phone again it seems...

 

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jamieosh
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Re: Intermittent service, slow speeds, Lost MDD Timeout?

Signed up for HomeWorks, got an appointment for an engineer first thing tomorrow...

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Forum Team (Retired) Adam_L
Forum Team (Retired)
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Re: Intermittent service, slow speeds, Lost MDD Timeout?

Hi jamieosh, 

Thanks for the post! I am sorry to learn about your issues with intermittent services. I apologise for any troubles incurred.

I have run some checks on your connection from here and I can see that all of your downstream power levels are too high and will need to be adjusted by one of our engineers.

I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking. Please respond to me there and I'll ensure this all gets booked and secured for you.

Take care, 

Thanks, 

Adam.


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