CM-STATUS message sent. Event Type Code: 24 and 16

Connect a PC to the hub in modem mode and test your speed power off hub for 2mins when you make the change over.

your Max Traffic Rate is correct for 1Gb

Thanks for sharing — I’ve been seeing the same Event Type 24 (Ranging Request Retries Exhausted) and 16 (Loss of Sync; retries exhausted) in my logs too. These usually point to upstream signal or sync issues.

I am now seeing the following errors:

Please post ALL the power level stats from the Hub.  This is needed to get a full picture of your incoming circuit.  Also setup a BQM here  http://www.thinkbroadband.com/ping

What is the make and model of your 3rd party Router?

Note VM will request you to put the Hub back to Router mode before they can run tests.

Your Upstream should all be QAM64.  That's a problem for VM to fix.  The rest of the power levels look to be in spec and having no Downstream PostRS errrors is also a good thing. 

Have you checked the internal coax cable are all secure on all the VM kit and wall sockets ?

Note the 3.1 Downstream has hard errors reported in the right hand column, 
monitor if that number is still increasing, it is another sign of noise ingress.

3.1 Downstream channels

Just to keep this thread updated to help anyone else out in future...

An engineer visited on Thursday morning. He ran a test and the levels weren't great so he changed the old internal wiring and plugs on the end of the wires in the external box. He ran another test on the line which still weren't great so he went to the box in the street to boost the power. He came back to say it was already on maximum so would request a new line is pulled through from the box to the house. He advised that it would be one to two weeks as the internet was still working which was fine by me.

I left home for a long weekend on Friday morning when I received a phonecall at 12.24 from a guy to say he was outside my house to fix Virgin. He said he was going to pull a new line through and could do it all externally that he would get it sorted. It got to 5pm and hadn't heard anything so tried ringing the mobile number back but it rang through to his voicemail saying to contact OCU. I phoned the help desk who found my details and it said that work was due to start on the 3rd August (not possible since the initial engineer only came out on the 7th) and work was due to be completed by the 12th August. No notes on what was going on though. The call centre took my details and was going to investigate and call me back last night and if he had no update I should receive a call on Monday.

I know I'm still not online as my CCTV is offline, my Broadband Quality Monitor is showing offline and my modem is offline. I therefore called my neighbour who updated me that the engineers had a problem as he's spoken to them. He said they tried to pull the cable through but there's a blockage and the cable snapped. He said further engineers were due to come out either Saturday or Monday.

I understand these things happen and it's not the end of the world, especially since I'm away for the weekend. Just a shame OCU haven't contacted me or updated me about this problem.

I'm also slightly annoyed noone contacted me to advise me they were coming in the first place. The original engineer suggested when the work was going to be done that it would be good to move the car away from the wall box on the house which I'd have happily done if I'd known the engineers were coming but it will have been in there way I'm sure. Sadly noone can move it till I'm back on Monday afternoon.

Anyway, just thought I'd update the thread that Virgin have been very efficient, the first engineer was really good and explained everything. Just feel a little let down by lack of contact from the contractor, OCU. I'll update this further as I get more info and fingers crossed for a better line at the end of all this!!!

Just a further update. I've returned home today with no internet / TV as the cable is still damaged. Still had no contact from anyone at Virgin or OCU group who cut us off. I've wasted an hour trying to speak to Virgin for someone to finally tell me on webchat that it's logged and booked for an engineer visit on the 14th. Really frustrated with how this has turned out and the lack of contact.