Menu
Reply
  • 3
  • 0
  • 0
RE5URECTION
Joining in
273 Views
Message 1 of 8
Flag for a moderator

WN7 High Utilisation Fault - F003212190

Hi All,

Ive just moved house and after confirming that my stupid expensive 200mb broadband was available at my new address i had my virgin service moved along with me.

HOWEVER. My internet speed from the get go wasnt the best, hovering around 130-140 but i wasnt going to complain. Over the last month my speed has decreased down to 6-7mb. Got in touch with support this evening to be told there is a line fault (Ref- F003212190) with estimated date of 21st December. However a quick forum search seems to date this fault back to 05-09-2014.

Considering this is a new contract sold on the promise of 200mb speed i am fuming to say the least. My log things are below if somebody could advise of any other issue?

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

Frequency (Hz) 299000000 251000000 259000000 267000000 275000000 283000000 291000000 307000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 127 121 122 123 124 125 126 128
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) 8.32 8.56 8.71 8.62 8.52 8.44 8.43 7.91
RxMER (dB) 36.17 35.97 35.97 36.17 36.61 36.61 36.61 36.17
Pre RS Errors 9364 8855 8551 8881 7590 7653 7694 7919
Post RS Errors 6408 6007 5875 6639 4908 5204 4937 5381

 

Upstream   US-1 US-2 US-3 US-4

Channel Type N/A N/A 2.0 2.0
Channel ID N/A N/A 1 2
Frequency (Hz) N/A N/A 37600000 31000000
Ranging Status Other N/A Success Success
Modulation N/A N/A 64QAM 64QAM
Symbol Rate (Sym/sec) N/A N/A 5120000 5120000
Mini-Slot Size N/A N/A 4 4
Power Level (dBmV) N/A N/A 42.50 42.50
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

 

Network Log

First Time Last Time Priority Error Number Description
13/09/2016 17:13:32 GMT 13/09/2016 17:13:32 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
13/09/2016 17:13:31 GMT 13/09/2016 17:13:31 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
13/09/2016 12:46:01 GMT 13/09/2016 12:46:01 GMT Error (4) 68010302 DHCP WAN IP - xxxxxxx
13/09/2016 12:45:28 GMT 13/09/2016 12:45:28 GMT Error (4) 68000407 TOD established
13/09/2016 12:45:11 GMT 13/09/2016 12:45:11 GMT Notice (6) 84000510 Downstream Locked Successfully
13/09/2016 12:45:05 GMT 13/09/2016 12:45:05 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
13/09/2016 12:45:05 GMT 13/09/2016 12:45:05 GMT Critical (3) 82000700 Unicast Ranging Received Abort Response - initializing MAC
13/09/2016 12:45:04 GMT 13/09/2016 12:45:04 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
13/09/2016 12:44:57 GMT 13/09/2016 12:44:57 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
13/09/2016 12:44:56 GMT 13/09/2016 12:44:56 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
13/09/2016 12:44:53 GMT 13/09/2016 12:44:53 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
13/09/2016 12:44:52 GMT 13/09/2016 12:44:52 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
13/09/2016 12:44:51 GMT 13/09/2016 12:44:51 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
13/09/2016 12:44:43 GMT 13/09/2016 12:44:43 GMT Notice (6) 84000510 Downstream Locked Successfully
13/09/2016 12:44:31 GMT 13/09/2016 12:44:31 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/09/2016 12:44:10 GMT 13/09/2016 12:44:10 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/09/2016 12:43:28 GMT 13/09/2016 12:43:28 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/09/2016 12:42:04 GMT 13/09/2016 12:42:04 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/09/2016 12:39:15 GMT 13/09/2016 12:39:15 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/09/2016 12:33:37 GMT 13/09/2016 12:33:37 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4

 

Thanks

 

[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]

0 Kudos
Reply
  • 482
  • 29
  • 284
ian-c
Fibre optic
268 Views
Message 2 of 8
Flag for a moderator

Re: WN7 High Utilisation Fault - F003212190

Selling a service that is knowingly unattainable 24/7 is an issue that needs addressing.

As you have been given a fault ref (F003212190) for the over utilisation / contention in your area you can request a loss of service credit, which you are entitled to off your bill, credited to your account each and every month that you experience degradation of service. On the VIVID200 tier it should be £15 loss of service credit.
You can either ask a Forum Team member to put a note on your account quoting F003212190 to facilitate this or ring in for the credit quoting contention fault F003212190.

Of course, these contention issues are never simple quick fixes. As you have discovered F003212190 has been 'ongoing' since September 2014.
It is worth noting that this issue is not a line fault, it is over utilisation or too many customers and insufficient bandwidth to support them.

Please be aware that 21st December will be a review date and not a fix date which will most likely pass by and a new date given months into the future so if you are ok persevering with the evening speeds you need to claim your credit.

If you are still within your 14 day cooling off period you can cancel and source another more reliable provider.

 

-----------------------------------------------------------
I am in an OVER UTILISED VIRGIN MEDIA AREA - poor speeds of 0.3Mbps to 4Mbps every evening.
Contention reference "F002896495", has now become F004952644.
Ongoing since March 2014. 16 review dates... Next Review JANUARY 2018
0 Kudos
Reply
  • 3
  • 0
  • 0
RE5URECTION
Joining in
247 Views
Message 3 of 8
Flag for a moderator

Re: WN7 High Utilisation Fault - F003212190

A forum team member had better put that note on my account and have the credit in my next bill because i am steaming im so annoyed.

Theyve mis-sold their product by offering me 200mbs and not being able to deliver due to a known issue. Im taking advice over this because it is a joke.

Thanks for your reply though Ian, youve provided much more information than customer service could.

0 Kudos
Reply
  • 22
  • 0
  • 5
debbiejson
On our wavelength
191 Views
Message 4 of 8
Flag for a moderator

Re: WN7 High Utilisation Fault - F003212190

i have this same fault in the wn7 area..

has this been sorted yet in your area??

0 Kudos
Reply
  • 6
  • 0
  • 0
Crooky2017
Joining in
177 Views
Message 5 of 8
Flag for a moderator

Re: WN7 High Utilisation Fault - F003212190

Same happening in wn6 Ashwell only getting dial up speeds
0 Kudos
Reply
  • 3
  • 0
  • 0
RE5URECTION
Joining in
153 Views
Message 6 of 8
Flag for a moderator

Re: WN7 High Utilisation Fault - F003212190

Hi All,

Just an update on this, i can no longer find the above fault number but i can confirm the issue has 100% not been rectified. If anything, its got worse.

I did notice that some virgin media contractors were installing cable at the roundabout where The Sportsman pub used to be, not noticed any difference though, still shocking service. 

Im working out how i can afford my cancellation fee.

0 Kudos
Reply
  • 22
  • 0
  • 5
debbiejson
On our wavelength
134 Views
Message 7 of 8
Flag for a moderator

Re: WN7 High Utilisation Fault - F003212190

seems its been going on for a while here in WN7

 

http://community.virginmedia.com/t5/Speed/Utilisation-excuse/m-p/3020976/highlight/true#M95511

 

think we really are being fobbed off..

0 Kudos
Reply
  • 22
  • 0
  • 5
debbiejson
On our wavelength
90 Views
Message 8 of 8
Flag for a moderator

Re: WN7 High Utilisation Fault - F003212190

have had a massive improvement over the last couple of days (peak times ) in WN7,

my neighbours also.

hows your speeds

0 Kudos
Reply