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ellathome2
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Message 1 of 10
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Massive Broadband Issues

I am in the BS4 area and for the past three days been having horrendous issues with Broadband.  

Constantly losing connection; going from once an hour to six times in the same hour.  I have called twice, been put through to a call centre not in this country only to be told, there's nothing wrong with my hub, everything seems fine, that, there are works going on in the area but assurances given that i'll not lose connection again.

https://gyazo.com/b977349fd3776061bcd207eac4ee587f

No issues?  PLEASE, i beg to differ.

absolutely sick of losing connection, three days of intermittent service is diabolical and no sign of it being resolved.  How can VM say there are no issues at present when there are works in the local area causing problems not just for me?  

I want to know when these works are likely to end because right now, i'm getting absolutely no clear answer from VM, there is no light at the end of the tunnel.  I am missing out on talking to my parents who live in Malta, yes, missed Dad's birthday skype chat, thanks VM, missing out in being able to interact with friends, but most importantly? my children who are off school for half term are unable to do what they enjoy doing too.  My youngest is Autistic, she has an ironclad set routine for time out of school, VM are making her life and MY life an absolute bloody nightmare about now and all because there was no warning?

No issues? lies. 

Sort it VM, please, before your customers switch over to a more reliable service.

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Superuser
Superuser
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Message 2 of 10
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Re: Massive Broadband Issues

How are you connecting. wired or wirelessly?

if wireless try connecting wired directly to the hub.

If you are experiencing disconnections on a wired connection, then Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.100.1
Don't log in, click the Router Status button in the top right of the screen.
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting.

In this case a tracert to www.bbc.co.uk will be useful.

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ellathome2
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Message 3 of 10
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Re: Massive Broadband Issues

Connected to the Hub via Wired. 

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

Frequency (Hz) 299000000 267000000 275000000 283000000 291000000 307000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 9 5 6 7 8 10 11 12
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth 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
I=12
J=17
Power Level (dBmV) 3.97 3.44 3.70 3.91 4.12 3.98 3.87 4.04
RxMER (dB) 37.64 37.94 37.94 37.94 38.26 37.36 37.36 37.09
Pre RS Errors 377 826 323 300 294 273 988 297
Post RS Errors 298 292 294 285 294 273 988 297

 

Upstream   US-1 US-2 US-3 US-4

Channel Type 2.0 N/A N/A 2.0
Channel ID 3 N/A N/A 1
Frequency (Hz) 24400000 N/A N/A 37600000
Ranging Status Success N/A N/A Success
Modulation 64QAM N/A N/A 64QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 46.00 N/A N/A 46.75
T1 Timeouts 1 1 1 1
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0

0

 

 

Network LogFirst TimeLast TimePriorityError NumberDescription13/02/2017 20:36:15 GMT13/02/2017 20:36:15 GMTError (4)68010302DHCP WAN IP - removed 13/02/2017 20:35:42 GMT13/02/2017 20:35:42 GMTNotice (6)73050200Received REG-RSP while in REG-HOLD1 state13/02/2017 20:34:38 GMT13/02/2017 20:34:38 GMTError (4)68000407TOD established13/02/2017 20:34:28 GMT13/02/2017 20:34:28 GMTNotice (6)84000510Downstream Locked Successfully13/02/2017 20:33:50 GMT13/02/2017 20:33:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out13/02/2017 20:32:50 GMT13/02/2017 20:32:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out13/02/2017 20:31:50 GMT13/02/2017 20:31:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out13/02/2017 20:30:50 GMT13/02/2017 20:30:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out13/02/2017 20:29:50 GMT13/02/2017 20:29:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out13/02/2017 20:28:50 GMT13/02/2017 20:28:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out13/02/2017 20:27:50 GMT13/02/2017 20:27:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out13/02/2017 20:27:09 GMT13/02/2017 20:27:09 GMTError (4)68010302DHCP WAN IP - removed 13/02/2017 20:27:08 GMT13/02/2017 20:27:08 GMTError (4)67070100DBC-ACK not received13/02/2017 20:27:06 GMT13/02/2017 20:27:06 GMTWarning (5)85010200TCS Partial Service13/02/2017 20:26:18 GMT13/02/2017 20:26:18 GMTError (4)68000407TOD establishedTime Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully13/02/2017 20:23:49 GMT13/02/2017 20:23:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out13/02/2017 20:22:49 GMT13/02/2017 20:22:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out13/02/2017 20:21:49 GMT13/02/2017 20:21:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out13/02/2017 20:20:49 GMT13/02/2017 20:20:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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ellathome2
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Message 4 of 10
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Re: Massive Broadband Issues

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

 

I was told to post that log, i've never done this before, perhaps in future people can advise on removing anything personal from whatever they are being asked to copy / paste.  I did not know anything personal was in it.  it is a highly confusing bunch of text.

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Sephiroth
Alessandro Volta
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Message 5 of 10
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Re: Massive Broadband Issues


ellathome2 wrote:

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

 

I was told to post that log, i've never done this before, perhaps in future people can advise on removing anything personal from whatever they are being asked to copy / paste.  I did not know anything personal was in it.  it is a highly confusing bunch of text.


Quite right.  The mods should not assume that people understand what's in the logs.  Furthermore, the filter scripts that aurtomatically remove "sensitive" information should be improved.

 

Seph - ( DEFROCKED - My advice is at your risk)

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Superuser
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Message 6 of 10
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Re: Massive Broadband Issues

My apologies for that slight oversight, I will update my Macros to accommodate.

The text can be confusing, but it is yielding some very useful information. The T4 errors are showing that the hub is dropping connection from VMs Cable Modem Termination System and therefore loosing connection to the internet.

You could try phoning again asking the CS agent to explain the T4 errors in log, and asking for a second line support agenr when they can't. or if you don't fancy that you can wait here for about a week until a second line VM Forum Team member picks up this thread.

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ellathome2
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Message 7 of 10
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Re: Massive Broadband Issues

I'm sorry, I don't understand barely a word that was just said.

I get that I need to call VM again? and say what? I've called twice now and been told the same story each time, that there are works in the area, that it will be fixed within 24 hours, neither was true since this has been going on since Saturday.  

Can it be determined from the logs that the issues are a localised problem? a hub problem? or something that is happening because of these fabled works that have yet to be concluded. 

IF there are works in the area, why are they not showing up on the VM website as there being issues?  This is causing us problems, and i can guarantee there won't be any offer of any type of compensation despite us paying for this service.

 

 

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Sephiroth
Alessandro Volta
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Message 8 of 10
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Re: Massive Broadband Issues


ellathome2 wrote:

I'm sorry, I don't understand barely a word that was just said.

I get that I need to call VM again? and say what? I've called twice now and been told the same story each time, that there are works in the area, that it will be fixed within 24 hours, neither was true since this has been going on since Saturday.  

Can it be determined from the logs that the issues are a localised problem? a hub problem? or something that is happening because of these fabled works that have yet to be concluded. 

IF there are works in the area, why are they not showing up on the VM website as there being issues?  This is causing us problems, and i can guarantee there won't be any offer of any type of compensation despite us paying for this service.

 

 


I've pasted below a clean version of the network log.  Griffin & I are caught here between your being a normal person to whom all this stuff is mumbo-jumbo, and our attempt triage the undelying cause.  If it were left just to the call centre, you'd get nowhere usually.  But when the VM bods here on the forum get to this thread, they will have the triage clues to build on using their toolsets.

In this case, the network log indicates something wrong at the VM end.  The power levels and noise ratios are all perfectly good.  What is not happening, but should, is that the periodic "keep-alive" signals from the VM end are not getting through or are not being sent.

Mumbo-jumbo it might seem, but someone needs to understand that in order to fix the problem - at the VM end, IMO.

 

13/02/2017 20:36:15 GMT13/02/2017 20:36:15 GMTError (4)68010302DHCP WAN IP - removed

13/02/2017 20:35:42 GMT13/02/2017 20:35:42 GMTNotice (6)73050200Received REG-RSP while in REG-HOLD1 state

13/02/2017 20:34:38 GMT13/02/2017 20:34:38 GMTError (4)68000407TOD established

13/02/2017 20:34:28 GMT13/02/2017 20:34:28 GMTNotice (6)84000510Downstream Locked Successfully

13/02/2017 20:33:50 GMT13/02/2017 20:33:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

13/02/2017 20:32:50 GMT13/02/2017 20:32:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

13/02/2017 20:31:50 GMT13/02/2017 20:31:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

13/02/2017 20:30:50 GMT13/02/2017 20:30:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

13/02/2017 20:29:50 GMT13/02/2017 20:29:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

13/02/2017 20:28:50 GMT13/02/2017 20:28:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

13/02/2017 20:27:50 GMT13/02/2017 20:27:50 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

13/02/2017 20:27:09 GMT13/02/2017 20:27:09 GMTError (4)68010302DHCP WAN IP - removed 

13/02/2017 20:27:08 GMT13/02/2017 20:27:08 GMTError (4)67070100DBC-ACK not received

13/02/2017 20:27:06 GMT13/02/2017 20:27:06 GMTWarning (5)85010200TCS Partial Service

13/02/2017 20:26:18 GMT13/02/2017 20:26:18 GMTError (4)68000407TOD establishedTime Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully

13/02/2017 20:23:49 GMT13/02/2017 20:23:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

13/02/2017 20:22:49 GMT13/02/2017 20:22:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

13/02/2017 20:21:49 GMT13/02/2017 20:21:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

13/02/2017 20:20:49 GMT13/02/2017 20:20:49 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

 

Seph - ( DEFROCKED - My advice is at your risk)

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ellathome2
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Message 9 of 10
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Re: Massive Broadband Issues

After a FIFTH call to VM today I give up. I'm at an absolute loss. They are scripted to the enth degree. They make promises that everything will be fine. They then make certain adjustments, they then say they'll send through some 'signals' that don't appear to do anything. The only thing that has worked consistently is unplugging the hub then plugging it back in again. Now? That's not even working. Zero results. It turns back on with five lights and stays that way. They are still denying anything is wrong. I'm so sick of Virgin Media in total I'm ready to move over to Sky

I

AM

DONE
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Forum Team (Retired) Adam_L
Forum Team (Retired)
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Message 10 of 10
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Re: Massive Broadband Issues

Hi ellathome2, 

Thanks for letting us know about your issues with your broadband connection dropping out, I apologise for any troubles incurred.

I have tested your connection from here and I can see that there's a lot of time outs inside the Hubs logs and an engineer will be required to attend in order to resolve this for you.

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

Take care, 

Thanks, 

Adam.


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