Forum Discussion

Dada93's avatar
Dada93
On our wavelength
2 years ago

Nothing but issues

Hi there, 

I joined Virgin over a month or so ago now based on a friend being a field tech down south and getting me a decent deal compared to my other provider. 

On week 1 I suffered a total loss of service which was rectified after about 6 days and then an engineer coming round to check all my cabling and whatnot to ensure all was good on that end. 

Fast forward to about a week ago, I started noticing aggresive packet loss whilst gaming online, so that prompted me to have a look at the Hub 5 network page. 

Low and behold I have in to 10s of thousands of post RS errors which shouldn’t be happening at all. 

Called up today, after 3 attemps and 3 different advisers trying to give me wifi pods (I’m wired), finally a supervisor who knew what post rs errors meant said he’ll get me a technician over. Thing is, he said he’ll call me back at 6:15 PM as his system “wasnt letting him just now” 

I’ve only just realized that he’s completely blagged me off as they close at 6 PM today… what a joke of a company treating paying customers that way. 

Anyways, it seems like people get more success out of competent staff on this forum, so if someone could assist that would be great. 

The call centres amazing fault finding software is finding nothing and is telling them its perfect, so I haven’t to worry. Hopefully I won’t when I get this resolved. 

Thanks a lot. 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago
    Can yo do this
    _____________

    Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
    ___________________________-
    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

    https://www.thinkbroadband.com/broadband/monitoring/quality
    • Dada93's avatar
      Dada93
      On our wavelength
      2 years ago

      Hi there, thanks for this

       

      Downstream bonded channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000003.541QAM 25625
      21790000006.341QAM 2566
      31870000006.641QAM 2567
      41950000006.641QAM 2568
      52030000006.341QAM 2569
      62110000006.441QAM 25610
      72190000006.241QAM 25611
      82270000005.941QAM 25612
      92350000005.341QAM 25613
      10243000000541QAM 25614
      112510000004.941QAM 25615
      122590000004.741QAM 25616
      132670000004.741QAM 25617
      142750000004.641QAM 25618
      152830000004.441QAM 25619
      162910000003.341QAM 25620
      17299000000341QAM 25621
      183070000003.841QAM 25622
      193150000003.841QAM 25623
      203230000003.741QAM 25624
      213390000003.441QAM 25626
      223470000003.341QAM 25627
      233550000003.241QAM 25628
      243630000003.241QAM 25629
      253710000003.241QAM 25630
      263790000003.241QAM 25631
      273870000003.141QAM 25632
      28395000000341QAM 25633
      29403000000341QAM 25634
      304110000002.941QAM 25635
      314190000002.841QAM 25636

      Downstream bonded channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked413541
      2Locked414413
      3Locked41569634
      4Locked41572616
      5Locked41569714
      6Locked41564649
      7Locked41594643
      8Locked41399
      9Locked41406
      10Locked41421
      11Locked41462
      12Locked413012
      13Locked41421
      14Locked41330
      15Locked41370
      16Locked41310
      17Locked41340
      18Locked41200
      19Locked41360
      20Locked41350
      21Locked41280
      22Locked41370
      23Locked41230
      24Locked41300
      25Locked41220
      26Locked41320
      27Locked41260
      28Locked41260
      29Locked41497407
      30Locked41270
      31Locked414252
      • Dada93's avatar
        Dada93
        On our wavelength
        2 years ago

        Upstream bonded channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        04960000043.35120QAM 641
        143100000435120QAM 642
        23660000042.85120QAM 643
        33010000042.55120QAM 644
        423600000425120QAM 645

        Upstream bonded channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
        0ATDMA0000
        1ATDMA0000
        2ATDMA0000
        3ATDMA0000
        4ATDMA0000
         
    • Dada93's avatar
      Dada93
      On our wavelength
      2 years ago

      Network Log

      Time Priority Description
      23-04-2023 17:49:14noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-04-2023 17:44:11noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-04-2023 17:34:39noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-04-2023 17:29:36noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-04-2023 16:52:11noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-04-2023 15:48:22noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-04-2023 02:57:52noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-04-2023 02:56:54warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-04-2023 02:55:00noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-04-2023 21:33:31noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-04-2023 21:22:29noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-04-2023 20:47:53noticeREGISTRATION COMPLETE - Waiting for Operational status
      22-04-2023 20:47:49noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-04-2023 20:47:44noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-04-2023 20:47:41noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-04-2023 20:47:38warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-04-2023 20:47:36noticeHonoring MDD; IP provisioning mode = IPv4
      22-04-2023 20:47:18criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-04-2023 20:47:01criticalCable Modem Reboot via RG reboot command
      22-04-2023 20:41:16criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-04-2023 20:41:04criticalCable Modem reset to Factory Default via reset button
       
       
       
      • legacy1's avatar
        legacy1
        Alessandro Volta
        2 years ago
        How is the connection with hub in modem mode and a PC?
  • Dada93's avatar
    Dada93
    On our wavelength
    2 years ago

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000003.541QAM 25625
    21790000006.541QAM 2566
    31870000006.741QAM 2567
    41950000006.741QAM 2568
    52030000006.441QAM 2569
    62110000006.541QAM 25610
    72190000006.241QAM 25611
    82270000005.941QAM 25612
    92350000005.241QAM 25613
    102430000005.141QAM 25614
    11251000000541QAM 25615
    122590000004.841QAM 25616
    132670000004.741QAM 25617
    142750000004.441QAM 25618
    152830000002.841QAM 25619
    162910000003.641QAM 25620
    17299000000441QAM 25621
    183070000004.141QAM 25622
    193150000003.941QAM 25623
    203230000003.841QAM 25624
    213390000003.439QAM 25626
    223470000003.341QAM 25627
    233550000003.341QAM 25628
    243630000003.241QAM 25629
    253710000003.241QAM 25630
    263790000003.241QAM 25631
    27387000000341QAM 25632
    28395000000341QAM 25633
    294030000002.941QAM 25634
    304110000002.841QAM 25635
    314190000002.741QAM 25636

    Downstream bonded channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked41164344
    2Locked4166218
    3Locked4165237
    4Locked41156527
    5Locked4184218
    6Locked4188209
    7Locked4186220
    8Locked4187223
    9Locked4186173
    10Locked4188212
    11Locked41163503
    12Locked4196189
    13Locked41107201
    14Locked4199289
    15Locked41107155
    16Locked41162450
    17Locked41185440
    18Locked41109169
    19Locked41113165
    20Locked41101170
    21Locked39107159
    22Locked41102160
    23Locked41112130
    24Locked41102134
    25Locked41111128
    26Locked41106136
    27Locked41108119
    28Locked41188310
    29Locked41181303
    30Locked41201281
    31Locked41192291
     
    • Viper-t's avatar
      Viper-t
      Fibre optic
      9 months ago

      Wow that's not good that many post rs errors have you done a 60 second pinhole reset with no ethernet cables in? See if it repopulates after the reset then you will know.

  • Dada93's avatar
    Dada93
    On our wavelength
    2 years ago

    Upstream bonded channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000043.55120QAM 641
    143100000435120QAM 642
    236600000435120QAM 643
    33010000042.85120QAM 644
    42360000042.35120QAM 645

    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
     
    • Dada93's avatar
      Dada93
      On our wavelength
      2 years ago

      Network Log

      Time Priority Description
      06-05-2023 21:02:15noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 20:50:21noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 20:47:59noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 20:44:27noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 18:51:42noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 16:52:08noticeREGISTRATION COMPLETE - Waiting for Operational status
      06-05-2023 16:51:59noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 16:51:47warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 16:51:45noticeHonoring MDD; IP provisioning mode = IPv4
      06-05-2023 16:51:30criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 16:51:18criticalCable Modem Reboot due to power button reset
      06-05-2023 15:55:44criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:55:32criticalCable Modem Reboot via RG reboot command
      06-05-2023 15:53:17critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:53:17criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:53:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:53:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:53:17critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:52:53criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:52:53critical16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:52:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:51:41criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:51:25critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:51:25criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:50:19critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:50:19criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:50:19criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:49:49criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:49:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:49:25criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:49:06criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      06-05-2023 15:49:03criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
       
       
       
  • Dada93's avatar
    Dada93
    On our wavelength
    2 years ago

    The above logs are after a reset earlier today, you can see the amount of post rs's that come in 1 lump completely dropping my connection out for about 3/4 minutes and the log shows something when it does at 8:45 PM.

    I get kicked out my games, I can't even load a basic Google page, my steams are freeze, nothing.

    Also, when this happens (but I can't show in live logs) the power levels take a mad dip to the point I had them from where they are showing above all the way down to -5db that's a massive swing for no reason.

  • Dada93's avatar
    Dada93
    On our wavelength
    2 years ago

    So since 8:45 we have another istance just under 2 hours later, complete disconnect, same as above. Lost connection my games, steams, everything the whole thing out. More logs to follow to show this. I'm purely doing this for documenation purposes until someone can respond here that can do something about this, because these people on the phone are killing me with their restart the hub nonsense. This has been ongoing for weeks now and they haven't got a clue...

    Now look at my posts at an hour ago and complare the errors post rs and the drob in power levels...

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000001.641QAM 25625
    21790000004.841QAM 2566
    3187000000541QAM 2567
    41950000004.941QAM 2568
    52030000004.741QAM 2569
    62110000004.841QAM 25610
    72190000004.541QAM 25611
    82270000004.241QAM 25612
    92350000003.641QAM 25613
    102430000003.441QAM 25614
    112510000003.241QAM 25615
    12259000000341QAM 25616
    13267000000341QAM 25617
    142750000002.941QAM 25618
    152830000002.641QAM 25619
    162910000001.140QAM 25620
    172990000001.641QAM 25621
    183070000002.141QAM 25622
    19315000000241QAM 25623
    203230000001.941QAM 25624
    213390000001.541QAM 25626
    223470000001.441QAM 25627
    233550000001.441QAM 25628
    243630000001.341QAM 25629
    253710000001.341QAM 25630
    263790000001.441QAM 25631
    273870000001.241QAM 25632
    283950000001.141QAM 25633
    29403000000141QAM 25634
    304110000000.941QAM 25635
    314190000000.841QAM 25636

    Downstream bonded channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked41784854
    2Locked41177414
    3Locked417591051
    4Locked418721358
    5Locked41326641
    6Locked41829931
    7Locked41825946
    8Locked41789978
    9Locked41776818
    10Locked41321685
    11Locked41165503
    12Locked4198189
    13Locked41721892
    14Locked41100289
    15Locked41108155
    16Locked40166450
    17Locked41435833
    18Locked41111169
    19Locked41767707
    20Locked41754679
    21Locked41108159
    22Locked41103160
    23Locked41113130
    24Locked41102134
    25Locked41111128
    26Locked41598559
    27Locked41611522
    28Locked41708686
    29Locked41652685
    30Locked41649663
    31Locked41671610
     
     
    JUST 2 HOURS APART
    • Dada93's avatar
      Dada93
      On our wavelength
      2 years ago

      Just woke up and here we go again. 

      I’m trying to cancel this service and they ain’t having it. It’s part of a volt budle I signed up for via friend and family. Haven’t touched the o2 card and they said virgin is nothing to do with them. 

      Downstream bonded channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000001.441QAM 25625
      21790000004.741QAM 2566
      31870000004.841QAM 2567
      41950000004.841QAM 2568
      52030000004.541QAM 2569
      62110000004.641QAM 25610
      72190000004.341QAM 25611
      8227000000441QAM 25612
      92350000003.441QAM 25613
      102430000003.141QAM 25614
      11251000000341QAM 25615
      122590000002.841QAM 25616
      132670000002.841QAM 25617
      142750000002.641QAM 25618
      152830000001.340QAM 25619
      162910000001.140QAM 25620
      172990000001.841QAM 25621
      18307000000241QAM 25622
      193150000001.841QAM 25623
      203230000001.741QAM 25624
      213390000001.341QAM 25626
      223470000001.241QAM 25627
      233550000001.141QAM 25628
      243630000001.141QAM 25629
      253710000001.141QAM 25630
      263790000001.241QAM 25631
      27387000000141QAM 25632
      28395000000141QAM 25633
      294030000000.941QAM 25634
      304110000000.841QAM 25635
      314190000000.641QAM 25636

      Downstream bonded channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked4122752146
      2Locked41178414
      3Locked417841123
      4Locked41992910531
      5Locked4191318900
      6Locked4190278209
      7Locked4194709006
      8Locked4185317989
      9Locked41776818
      10Locked41324685
      11Locked41166503
      12Locked4199189
      13Locked417521012
      14Locked419601420
      15Locked4013571637
      16Locked40167450
      17Locked41443833
      18Locked41116169
      19Locked41771707
      20Locked41759679
      21Locked41115159
      22Locked41114160
      23Locked41118130
      24Locked4114611200
      25Locked4120611641
      26Locked4121981737
      27Locked4133601874
      28Locked4120871558
      29Locked4132612381
      30Locked4124521756
      31Locked4123331573
       
      • Viper-t's avatar
        Viper-t
        Fibre optic
        9 months ago

        Disgusting service keeping this as evidence for my case won't even answer you like I get.

  • Dada93's avatar
    Dada93
    On our wavelength
    2 years ago

    ThErEs NoThInG WrOnG, pLeAsE rEsTaRt HuB

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1395000000341QAM 25633
    21790000006.741QAM 2566
    31870000006.841QAM 2567
    41950000006.841QAM 2568
    52030000006.541QAM 2569
    62110000006.641QAM 25610
    72190000006.341QAM 25611
    8227000000641QAM 25612
    92350000005.441QAM 25613
    102430000005.241QAM 25614
    11251000000541QAM 25615
    122590000004.841QAM 25616
    132670000004.841QAM 25617
    14275000000441QAM 25618
    15283000000341QAM 25619
    16291000000441QAM 25620
    172990000004.241QAM 25621
    183070000004.241QAM 25622
    19315000000441QAM 25623
    203230000003.841QAM 25624
    213310000003.641QAM 25625
    223390000003.541QAM 25626
    233470000003.441QAM 25627
    243550000003.341QAM 25628
    253630000003.341QAM 25629
    263710000003.341QAM 25630
    273790000003.341QAM 25631
    283870000003.141QAM 25632
    29403000000341QAM 25634
    304110000002.941QAM 25635
    314190000002.741QAM 25636

    Downstream bonded channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked414714114826
    2Locked416965925042
    3Locked4116538974876
    4Locked4113836192651
    5Locked414924126867
    6Locked419000061290
    7Locked417846149863
    8Locked416898114794
    9Locked415969339358
    10Locked415778744849
    11Locked418719942385
    12Locked414955425300
    13Locked413692721285
    14Locked413573722800
    15Locked41244007719
    16Locked41177304412
    17Locked41194525485
    18Locked41166854409
    19Locked414072232695
    20Locked41154014070
    21Locked41135642363
    22Locked41357438435
    23Locked41212654700
    24Locked41193364162
    25Locked41195224053
    26Locked41198055316
    27Locked412905216132
    28Locked414060924213
    29Locked41314539307
    30Locked41311918199
    31Locked414132914161
     

    Upstream bonded channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000043.55120QAM 641
    14310000043.35120QAM 642
    236600000435120QAM 643
    33010000042.85120QAM 644
    42360000042.35120QAM 645

    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA025180
    1ATDMA025180
    2ATDMA025300
    3ATDMA025280
    4ATDMA025240
     
     
    Came home today to this after the previous logs… Other residents in the house told me it was the worst they’ve seen it since the issue started. 
     
    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)
      2 years ago

      Hi Dada93 👋

      Thanks for providing these updates - I'm sorry to see that the issue is still ongoing. I'm going to send you a private message, so we can continue assisting you with this.

      Please look out for it in the top-right, white envelope or, if you're on a Mobile Device, just tap your profile picture, and select the "Messages" tab.

      Cheers,

      • Dada93's avatar
        Dada93
        On our wavelength
        2 years ago

        Thanks Reece,

        That “special” team I mentioned were supposed to call me back between 3-4 PM yesterday to get an update from me, they never called. 

        I feel like the people on the phone just blag anything to you to get you off the phone. 

        An issue of this nature is not going to get ignored by me, because I have grounds to simply stop paying for a service that is completely faulty. 

        A tech told me because I am of no value to virgin, they don’t even need to fix it. Well if that’s the case, I’m going to leave without fee. 

  • Dada93's avatar
    Dada93
    On our wavelength
    2 years ago

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1331000000-3.940QAM 25625
    2139000000-539QAM 2561
    3147000000-4.939QAM 2562
    4155000000-4.839QAM 2563
    5163000000-4.640QAM 2564
    6171000000-4.940QAM 2565
    7179000000-4.740QAM 2566
    8187000000-4.440QAM 2567
    9195000000-4.240QAM 2568
    10203000000-4.140QAM 2569
    11211000000-3.840QAM 25610
    12219000000-3.740QAM 25611
    13227000000-3.840QAM 25612
    14235000000-4.240QAM 25613
    15243000000-4.240QAM 25614
    16251000000-4.140QAM 25615
    17259000000-4.240QAM 25616
    18267000000-4.240QAM 25617
    19275000000-5.640QAM 25618
    20283000000-4.840QAM 25619
    21291000000-4.240QAM 25620
    22299000000-3.940QAM 25621
    23307000000-3.840QAM 25622
    24315000000-3.940QAM 25623
    25323000000-3.940QAM 25624
    26339000000-440QAM 25626
    27347000000-440QAM 25627
    28355000000-3.940QAM 25628
    29363000000-3.840QAM 25629
    30371000000-3.740QAM 25630
    31379000000-3.540QAM 25631

    Downstream bonded channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4012049545173
    2Locked399891237974
    3Locked39339499186487
    4Locked39264697166893
    5Locked40184707120914
    6Locked40245153166935
    7Locked40209590134649
    8Locked4016677182449
    9Locked4013391879442
    10Locked4013601593520
    11Locked4014602577333
    12Locked4010329768497
    13Locked409467956416
    14Locked409302151235
    15Locked407501437137
    16Locked406735434431
    17Locked408392437252
    18Locked406211932875
    19Locked408239955407
    20Locked405122520623
    21Locked405374126166
    22Locked408176837596
    23Locked405215514725
    24Locked405379716730
    25Locked405803926778
    26Locked404890512458
    27Locked405437826091
    28Locked407458834546
    29Locked406323129657
    30Locked405934521819
    31Locked406598323893
     
  • Dada93's avatar
    Dada93
    On our wavelength
    2 years ago

    5mins later  

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000002.741QAM 25625
    21390000007.341QAM 2561
    3147000000741QAM 2562
    41550000006.741QAM 2563
    51630000006.441QAM 2564
    61710000005.741QAM 2565
    71790000005.941QAM 2566
    8187000000641QAM 2567
    91950000005.941QAM 2568
    102030000005.641QAM 2569
    112110000005.741QAM 25610
    122190000005.541QAM 25611
    132270000005.241QAM 25612
    142350000004.741QAM 25613
    152430000004.341QAM 25614
    162510000004.241QAM 25615
    17259000000441QAM 25616
    182670000003.141QAM 25617
    192750000002.841QAM 25618
    202830000003.341QAM 25619
    212910000003.541QAM 25620
    222990000003.541QAM 25621
    233070000003.441QAM 25622
    243150000003.241QAM 25623
    25323000000341QAM 25624
    263390000002.740QAM 25626
    273470000002.541QAM 25627
    283550000002.441QAM 25628
    293630000002.441QAM 25629
    303710000002.341QAM 25630
    313790000002.441QAM 25631

    Downstream bonded channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4112093145326
    2Locked4110584144426
    3Locked41339499186487
    4Locked41269680171414
    5Locked41191240127408
    6Locked41246193167305
    7Locked41213106137432
    8Locked4116982784610
    9Locked4113695581626
    10Locked4113717394254
    11Locked4114874679112
    12Locked4110340868510
    13Locked419480256425
    14Locked419598853291
    15Locked417514237145
    16Locked416746034439
    17Locked418402037260
    18Locked416295433608
    19Locked418239955407
    20Locked415294321816
    21Locked415429826358
    22Locked418184637619
    23Locked415222414746
    24Locked415386016771
    25Locked415803926778
    26Locked404890512458
    27Locked415437826091
    28Locked417458834546
    29Locked416323129657
    30Locked415934621819
    31Locked416598323893
     
    • Viper-t's avatar
      Viper-t
      Fibre optic
      2 years ago

      I feel for you dude, that post rs error is serious and they treat you like junk I'm 20 yrs in and am receiving the same treatment as is my parents and 2 of my friends who have cases/issues being ignored. They don't care about us anymore so I don't care about taking them to court for there terrible out of date equipment. You are right they are blagging us all with the network in places barely holding together with the over sold services with a network that can't cope.

      Wish I had some answers how to fix but only engineer/networks can, I see your downstream is centered on a few channels and others +7db someone more qualified than me can tell you about tilt etc I'm merely a struggling customer too, what I do know is post rs errors in those numbers not good at all, good luck.

      Regards

      • John_GS's avatar
        John_GS
        Forum Team
        2 years ago

        Hi Viper-t 

        Thanks for commenting. I am sorry you feel this way. My colleague did reply to your other thread on the Forums on Sunday, advising we were unable to see any issues from the diagnostics ran.

        If you are still experiencing issues, please do upload the stats from the router and a fresh BQM, we'd be happy to help.

        Best wishes.

  • Viper-t's avatar
    Viper-t
    Fibre optic
    9 months ago

    No I get the there's no problem on there crystal ball there end, which is power levels nothing else, its all our fault I've had numerous engineers stating problem lies with networks nothing can be done at my property, routing is bad and so is the latest profiles were on in the South Bristol area multiple docsis t3 on the 3.0 and 3.1 downstream. Good luck my friend there are a couple of good vm workers in the forums who will know whats happening and try and get you an engineer, there's also ones who pass the buck for months on end and dont know troubleshooting at all.