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BobinEd's avatar
BobinEd
Joining in
2 years ago

Downstream Post RS errors in the thousands. Virgin haven't responded to complaint raised 6 days ago

Raised a complaint 6 days ago but no response at all on it.

This was after a site visit when we were given a 'new' hub 3 which we were told would fix the slow connection issues, and the repetitive dropouts many times a day (worse in the evening).  Always losing packets, and the TV app and recordings area can hardly stay connected between 7pm and 10pm.  Router ping test goes from the usual 10/20ms to sometimes 2200ms during these times of poor performance (at the router, so ruling wifi out).

Been doing this for weeks (should have complained sooner)

Also did this Feb/March last year and engineer put a filter or something on the cable just before the router.  It wasn't explained very well but was supposed to be reducing the signal by filtering out something?  Sorry he didn't give a clear explanation.  Signal was either too high or too low.  Anyway it seemed to fix things back in Feb/March, but looks like same thing has happened again

'New' hub installed 2 weeks ago had a history going back to 2021 so not new at all.

Now getting downstream Post RS errors in the thousands, see below.

Hoping someone from virgin can get looking at our complaint and fix this

 

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.9593112826
2Locked40.39685830
3Locked40.910565861
4Locked40.910235867
5Locked40.910396106
6Locked40.310345900
7Locked40.310625688
8Locked40.310925723
9Locked40.9201718737
10Locked40.310785936
11Locked40.9431416942
12Locked40.3472616210
13Locked40.3484915395
14Locked40.3505415317
15Locked40.3486415313
16Locked40.3464615235
17Locked40.9494514308
18Locked40.9483614482
19Locked40.3654112161
20Locked40.385059683
21Locked40.9101277639
22Locked40.3107816925
23Locked40.9111906417
24Locked40.3120025953

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  • BobinEd's avatar
    BobinEd
    Joining in
    2 years ago

    There haven't been any more downstream PostRS errors since last post.

    There are a few more upstream T3 errors since last time I posted them (see below).

    There is no kinking of wires, tightness of connectors, or issue with the cable found at this stage.

    Link for live BQM is below also - it has recorded a full day of dropped connections for today, the 18th which I don't understand as I have been using broadband fine today

    https://www.thinkbroadband.com/broadband/monitoring/quality/share/8af49025674e187086cb3a8b6de22b305fb09854

    There are in the logs as well

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0070
    2ATDMA0010
    3ATDMA0030
    4ATDMA0040
    5ATDMA0060
    18/12/2023 22:19:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    18/12/2023 20:37:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    18/12/2023 11:17:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    18/12/2023 11:17:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    15/12/2023 06:16:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    14/12/2023 23:17:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    14/12/2023 23:17:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    14/12/2023 22:24:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    13/12/2023 02:35:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    12/12/2023 22:46:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    11/12/2023 21:06:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    11/12/2023 11:17:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    11/12/2023 11:17:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    11/12/2023 02:11:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      2 years ago

      Hello BobinEd

       

      We're sorry to hear of the broadband connection issues experienced, we appreciate the frustration this can cause and you taking the time to raise this via the forums.

       

      From checking the equipment and connection, all of the levels appear to be within the ranges and specs we'd expect them to be, the speeds are showing averages of 272mbps download and 25mbps upload. There were some disconnections earlier in the week but have been none over the last 6 days.

       

      Have you noticed similar improvements since your last message?

       

      Rob

      • BobinEd's avatar
        BobinEd
        Joining in
        2 years ago

        It has been better for a few days - perhaps less usage in our street and area, as many families are away for Christmas, so maybe less usage than usual.  Pronounced higher latency around 12 noon and 7pm on 25th and 26th Dec though.  Normal around 22ms, up to 60ms for short periods

        T3 timeouts have increased since last time I posted these as well (around 20th)

        Upstream bonded channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

        1ATDMA0090
        2ATDMA0030
        3ATDMA0040
        4ATDMA0060
        5ATDMA0070