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Kouneloz
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Area 12 - high utilisation on upstream

Hi Team,

I have recurring issue which started about 3 weeks ago where my connection drops for between 10-15 seconds and web pages fail to load, requiring a page reload, sometimes 2 or 3 times.

I had an engineer out 2 weeks ago who checked my line, moved my drop to another tap and replaced the current 6db attenuator to a 10db wideband attenuator and left me with perfect power levels/snr however the aforementioned problem has deteriorated thus the new engineer visit today.

The engineer who came out earlier spoke to networks who ran some tests and confirmed high utilisation on the upstream in my area and told the engineer a ticket would be raised.

I called tech support a little later to activate the SH2 to see if it would lock onto another primary upstream channel. Tech support said my connection is also affected by an SNR fault under reference F005660004.

I'm confused to what the cause of the issue is as my tbb bqm doesn't indicate any upstream issues and the SNR ticket was only raised yesterday (5th) however my problem has been going on for 3 weeks.

9c4f77227e688cda72fbddee719d9683b05ace51-06-10-2017

Can you please update the post with the networks high upstream utilisation fault reference. I assume high upstream utilisation faults are similar to downstream utilisation faults and may take forever to address?

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KillCommand
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Re: Area 12 - high utilisation on upstream

Hi

I am in area 12 and experiencing the same symptoms and the timeframe matches exactly to when the symptoms started. I spoke to offshore ""tech"" support who are useless and told me my connection is not affected by any faults. Can someone from support please remotely test my connection and tell me if I am affected by any of the faults reported here please?

Thanks

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Kouneloz
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Re: Area 12 - high utilisation on upstream

I think the problem is U/S SNR. It jumped suddenly from 49 -> 55 with the bunch of timeouts overnight.

Network Log

First TimeLast TimePriorityError NumberDescription
07/10/2017 02:08:42 GMT07/10/2017 02:08:42 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
07/10/2017 02:07:15 GMT07/10/2017 02:07:15 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 02:06:35 GMT07/10/2017 02:06:35 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 02:05:55 GMT07/10/2017 02:05:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 02:05:15 GMT07/10/2017 02:05:15 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 02:04:35 GMT07/10/2017 02:04:35 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 02:03:55 GMT07/10/2017 02:03:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 02:03:15 GMT07/10/2017 02:03:15 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 02:02:35 GMT07/10/2017 02:02:35 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 02:01:55 GMT07/10/2017 02:01:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 02:01:15 GMT07/10/2017 02:01:15 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 02:00:35 GMT07/10/2017 02:00:35 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 01:59:56 GMT07/10/2017 01:59:56 GMTCritical (3)82000600Unicast Maintenance Ranging attempted - No response - Retries exhausted
07/10/2017 01:59:55 GMT07/10/2017 01:59:55 GMTCritical (3)82000300Ranging Request Retries exhausted
07/10/2017 01:59:16 GMT07/10/2017 01:59:16 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 01:58:36 GMT07/10/2017 01:58:36 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 01:57:56 GMT07/10/2017 01:57:56 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 01:57:16 GMT07/10/2017 01:57:16 GMTCritical (3)82000200No Ranging Response received - T3 time-out
07/10/2017 01:56:36 GMT07/10/2017 01:56:36 GMTCritical (3)82000200No Ranging Response received - T3 time-out
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Re: Area 12 - high utilisation on upstream

Hello Kouneloz,

Thanks for your post Smiley Happy

Sorry to see the problems you're having with your connection at the moment. From our side I can see the SNR fault that's currently on-going under ref: F005660004 which we're hoping to have resolved on the 13 OCT 2017 16:10, however this is subject to change.

While this fault in on-going you might find that your connection is slow and sometimes intermittent.

If you keep in touch with us here, we will monitor this fault and provide progress updates.

Thanks for your patience,

Take care.

Heather_J

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Dwill1714
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Re: Area 12 - high utilisation on upstream

Just signed up, changing package to include Vivid 100 Optical fibre. Now have a download speed of less than 1 Mbps! Pretty cr*p, in any language!

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Re: Area 12 - high utilisation on upstream

Hi there Dwill1714,

 

Welcome to the community and thanks for posting.

 

Sorry to read you are experiencing slow broadband speeds.

 

From checking your connection, the upstream power levels are too high at 53 dBmV and I would like to book an engineer to check this for you. To arrange this, I have sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

 

There is also a high peak time traffic fault in your area which is causing slow speeds. The reference number is F005431175 and has a review date of 13th December. As this is a review date it can be subject to change.

 

Hope to hear from you soon

Sam


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Kouneloz
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Re: Area 12 - high utilisation on upstream

Thanks for the update. I received a text on Monday @ 7:29am

"Hi this is Virgin Media, we've fixed the network problem, and everything should be working fine now. If you're having the same trouble please text HELP."

I assume the fault has been fixed even although we're a day behind the ETA? Connection dropped earlier and eventually reconnected after the hub was power cycled. Offshore "tech support" were rubbish as always and couldn't find any faults or even provide an update on the fault number in my earlier post and told me there is no such fault under that reference Man Mad Man Mad Man Mad I have yet another engineer appointment booked for Monday.

Can support check connections of neighbouring properties and see if their connection dropped at the same time as mine? Times in log below are an hour behind

Network Log
First TimeLast TimePriorityError NumberDescription
12/10/2017 16:50:17 GMT12/10/2017 16:50:17 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
12/10/2017 16:48:36 GMT12/10/2017 16:48:36 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/10/2017 16:48:34 GMT12/10/2017 16:48:34 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/10/2017 16:48:27 GMT12/10/2017 16:48:27 GMTNotice (6)84000510Downstream Locked Successfully
12/10/2017 16:48:23 GMT12/10/2017 16:48:23 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/10/2017 16:48:22 GMT12/10/2017 16:48:22 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
12/10/2017 16:48:01 GMT12/10/2017 16:48:01 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/10/2017 16:47:55 GMT12/10/2017 16:47:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/10/2017 16:47:51 GMT12/10/2017 16:47:51 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/10/2017 16:47:43 GMT12/10/2017 16:47:43 GMTNotice (6)84000510Downstream Locked Successfully
12/10/2017 16:47:33 GMT12/10/2017 16:47:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/10/2017 16:47:33 GMT12/10/2017 16:47:33 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
12/10/2017 16:47:09 GMT12/10/2017 16:47:09 GMTNotice (6)84000510Downstream Locked Successfully
12/10/2017 16:47:03 GMT12/10/2017 16:47:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/10/2017 16:47:03 GMT12/10/2017 16:47:03 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
12/10/2017 16:46:39 GMT12/10/2017 16:46:39 GMTNotice (6)84000510Downstream Locked Successfully
12/10/2017 16:46:34 GMT12/10/2017 16:46:34 GMTCritical (3)82000200No Ranging Response received - T3 time-out
12/10/2017 16:46:34 GMT12/10/2017 16:46:34 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
12/10/2017 16:46:15 GMT12/10/2017 16:46:15 GMTNotice (6)84000510Downstream Locked Successfully
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Kouneloz
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Re: Area 12 - high utilisation on upstream

And more T3 timeouts

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz)267000000N/AN/AN/AN/AN/AN/AN/A
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedUnlockedUnlockedUnlockedUnlockedUnlockedUnlockedUnlocked
Channel ID17N/AN/AN/AN/AN/AN/AN/A
Modulation256QAMUnknownUnknownUnknownUnknownUnknownUnknownUnknown
Symbol Rate (Msym/sec)6.952000N/AN/AN/AN/AN/AN/AN/A
Interleave DepthI=12
J=17
N/AN/AN/AN/AN/AN/AN/A
Power Level (dBmV)-20.20N/AN/AN/AN/AN/AN/AN/A
RxMER (dB)30.31N/AN/AN/AN/AN/AN/AN/A
Pre RS Errors
66299N/AN/AN/AN/AN/AN/AN/A
Post RS Errors
422N/AN/AN/AN/AN/AN/AN/A

 

Upstream   US-1 US-2 US-3 US-4
Channel Type2.0N/AN/AN/A
Channel ID1N/AN/AN/A
Frequency (Hz)37600000N/AN/AN/A
Ranging StatusContinueN/AN/AN/A
Modulation64QAMN/AN/AN/A
Symbol Rate (Sym/sec)5120000N/AN/AN/A
Mini-Slot Size4N/AN/AN/A
Power Level (dBmV)57.00N/AN/AN/A
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts3000
T4 Timeouts0000

 

Network Log
First TimeLast TimePriorityError NumberDescription
13/10/2017 14:42:35 GMT13/10/2017 14:42:35 GMTNotice (6)84000510Downstream Locked Successfully
13/10/2017 14:42:29 GMT13/10/2017 14:42:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:42:29 GMT13/10/2017 14:42:29 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
13/10/2017 14:42:21 GMT13/10/2017 14:42:21 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:42:16 GMT13/10/2017 14:42:16 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:42:07 GMT13/10/2017 14:42:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:41:59 GMT13/10/2017 14:41:59 GMTNotice (6)84000510Downstream Locked Successfully
13/10/2017 14:41:54 GMT13/10/2017 14:41:54 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:41:54 GMT13/10/2017 14:41:54 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
13/10/2017 14:41:44 GMT13/10/2017 14:41:44 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:41:33 GMT13/10/2017 14:41:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:41:30 GMT13/10/2017 14:41:30 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:41:23 GMT13/10/2017 14:41:23 GMTNotice (6)84000510Downstream Locked Successfully
13/10/2017 14:41:17 GMT13/10/2017 14:41:17 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:41:17 GMT13/10/2017 14:41:17 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
13/10/2017 14:40:42 GMT13/10/2017 14:40:42 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:40:38 GMT13/10/2017 14:40:38 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:40:32 GMT13/10/2017 14:40:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/10/2017 14:40:23 GMT13/10/2017 14:40:23 GMTNotice (6)84000510Downstream Locked Successfully
13/10/2017 14:40:18 GMT13/10/2017 14:40:18 GMTCritical (3)82000200No Ranging Response received - T3 time-out

 

 

 

 

 

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Re: Area 12 - high utilisation on upstream

Hi Kouneloz,

 

Thanks for posting on the community.

 

In regards to my post this was to Dwill1714, as you had a reply from Heather. I'm sorry for the confusion.

 

How did the engineer appointment go on Monday? Has there been an improvement with the connection at all?

 

Kind regards

Sam


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Re: Area 12 - high utilisation on upstream

Hi,

The 3rd engineer was here for a while and told me the 10db wideband attenuator that the first engineer had installed onto the modem was pushing the upstream out of range. Sounded plausible this was the cause of dropouts even though the SH2ac web page was showing upstream power at 49, his meter was showing it at 54. He changed over my connection in the cabinet and swapped over to a SH3 which took forever and failed to activate. He then changed the cable inside the house which had been installed by Telewest 15 years ago although later when I checked, it only needed recrimping (engineers no longer have connectors for this old cable). I changed the hub back for the SH2ac after higher than normal latency in CSGO and happy to report the connection is back to normal now and I've not had a dropout since.

Thanks

 

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