This weekend and particularly today, totally unusable service.
A simple ping test shows between 10% and 20% packet loss. Using the internet is like wading through treacle.
Support, useless. When talking to people on the phone, they say there is a known issue, but the online checker says its fine. I cannot attend work calls, my SSH sessions drop after a few seconds
Need help please.
Cheers,
James.
Share a screen shot of the 20% packet loss ...
https://www.samknows.com/realspeed/
Once the test begins click on: Run full test to include: Latency, Jitter, Packet loss & Upload speed
Hello, thank you for the response. The test will not complete. 'Try again later' or 'aw snap'. When I was just using command line ping the results are thus...
Ping statistics for 17.253.144.10:
Packets: Sent = 100, Received = 84, Lost = 16 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 38ms, Average = 14ms
Also my network log is full of the following.....
Anything else I can try to help track this down?
Cheers,
James.
| 09/12/2024 15:42:9 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:41:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:41:40 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:36:9 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:35:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:35:41 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:33:39 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:33:15 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:27:9 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:26:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0 |
Hi, thank you.
Test wont complete either 'aw, snap' or lost connection.
Pinging from the command line earlier give this....
Ping statistics for 17.253.144.10:
Packets: Sent = 100, Received = 84, Lost = 16 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 38ms, Average = 14ms
Also the hub3 network log is full of the below. Anything else I can do to help diagonse this. Thanks.
| 09/12/2024 15:42:9 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:41:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:41:40 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:36:9 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:35:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:35:41 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:33:39 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:33:15 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:27:9 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| 09/12/2024 15:26:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0 |
Sorry for the dupe!
Post the rest of the tab information please, I.e. Downstream and Upstream power levels.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
| 1 | 330750000 | 9.8 | 38 | 256 qam | 25 |
| 2 | 202750000 | 10.4 | 38 | 256 qam | 9 |
| 3 | 210750000 | 10.3 | 38 | 256 qam | 10 |
| 4 | 218750000 | 9.9 | 40 | 256 qam | 11 |
| 5 | 226750000 | 9.9 | 38 | 256 qam | 12 |
| 6 | 234750000 | 9.5 | 38 | 256 qam | 13 |
| 7 | 242750000 | 9.4 | 38 | 256 qam | 14 |
| 8 | 250750000 | 9 | 38 | 256 qam | 15 |
| 9 | 258750000 | 9.1 | 38 | 256 qam | 16 |
| 10 | 266750000 | 9 | 38 | 256 qam | 17 |
| 11 | 274750000 | 9 | 38 | 256 qam | 18 |
| 12 | 282750000 | 9 | 38 | 256 qam | 19 |
| 13 | 290750000 | 9 | 38 | 256 qam | 20 |
| 14 | 298750000 | 9.3 | 38 | 256 qam | 21 |
| 15 | 306750000 | 9.1 | 38 | 256 qam | 22 |
| 16 | 314750000 | 9.5 | 38 | 256 qam | 23 |
| 17 | 322750000 | 9.5 | 38 | 256 qam | 24 |
| 18 | 338750000 | 9.6 | 40 | 256 qam | 26 |
| 19 | 346750000 | 9.8 | 40 | 256 qam | 27 |
| 20 | 354750000 | 9.5 | 38 | 256 qam | 28 |
| 21 | 362750000 | 9.5 | 40 | 256 qam | 29 |
| 22 | 370750000 | 9.3 | 40 | 256 qam | 30 |
| 23 | 378750000 | 9 | 38 | 256 qam | 31 |
| 24 | 386750000 | 8.6 | 38 | 256 qam |
|
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
| 1 | 49600000 | 37.8 | 5120 | 32 qam | 1 |
| 2 | 43100000 | 37.5 | 5120 | 32 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
| 1 | ATDMA | 0 | 0 | 3 | 5 |
| 2 | ATDMA | 0 | 0 | 2 | 10 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
| 1 | Locked | 38.9 | 15 | 0 |
| 2 | Locked | 38.6 | 16 | 0 |
| 3 | Locked | 38.9 | 17 | 0 |
| 4 | Locked | 40.3 | 20 | 0 |
| 5 | Locked | 38.9 | 23 | 0 |
| 6 | Locked | 38.9 | 23 | 0 |
| 7 | Locked | 38.6 | 18 | 0 |
| 8 | Locked | 38.9 | 17 | 0 |
| 9 | Locked | 38.9 | 18 | 0 |
| 10 | Locked | 38.6 | 16 | 0 |
| 11 | Locked | 38.9 | 18 | 0 |
| 12 | Locked | 38.6 | 20 | 0 |
| 13 | Locked | 38.6 | 15 | 0 |
| 14 | Locked | 38.9 | 16 | 0 |
| 15 | Locked | 38.6 | 11 | 0 |
| 16 | Locked | 38.9 | 12 | 0 |
| 17 | Locked | 38.6 | 7 | 0 |
| 18 | Locked | 40.3 | 12 | 0 |
| 19 | Locked | 40.3 | 9 | 0 |
| 20 | Locked | 38.9 | 13 | 0 |
| 21 | Locked | 40.3 | 7 | 0 |
| 22 | Locked | 40.9 | 5 | 0 |
| 23 | Locked | 38.9 | 6 | 0 |
| 24 | Locked | 38.9 | 0 | 0 |
DS power is too high and your US is wrong. You should have at least 4 x 64 QAM channels, not 2 x 32 QAM. If there is an area fault VM will not send an engineer until the fault is cleared.
Downstream power levels are all very high / too high. + 10 dBmV is the absolute max we hope to see.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
| 1 | 330750000 | 9.8 | 38 | 256 qam | 25 |
| 2 | 202750000 | 10.4 | 38 | 256 qam | 9 |
| 3 | 210750000 | 10.3 | 38 | 256 qam | 10 |
| 4 | 218750000 | 9.9 | 40 | 256 qam | 11 |
| 5 | 226750000 | 9.9 | 38 | 256 qam | 12 |
| 6 | 234750000 | 9.5 | 38 | 256 qam | 13 |
| 7 | 242750000 | 9.4 | 38 | 256 qam | 14 |
| 8 | 250750000 | 9 | 38 | 256 qam | 15 |
| 9 | 258750000 | 9.1 | 38 | 256 qam | 16 |
| 10 | 266750000 | 9 | 38 | 256 qam | 17 |
Upstream is much worse.
We expect to see at least 4 to 6 Upstream channels connected
and all should be as the faster Modulation of 64 qam.
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
| 1 | 49600000 | 37.8 | 5120 | 32 qam | 1 |
| 2 | 43100000 | 37.5 | 5120 | 32 qam | 2 |
This could be a local service fault,
failing that an engineer visit will be needed to fix the connection.
Check for known faults in your street - do try both methods
Call 0800 561 0061 – this is an automated number.
https://www.virginmedia.com/help/check/status/identification/identify
Thank you both for the help. The on line checker isn't helping me : the automated line is a good one though, I didn't know about that. It suggests no local issues, despite the helpdesk agents on the phone this morning suggesting that there was a problem. This being the case, how does one get an Engineer to visit? This is a new one for me, never been necessary before.
You can wait here for a VM Mod to pick this up and run tests on your Hub. Hopefully it will flag up as needing a visit, or they will confirm if there is an area fault or not.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/9eb611ea5a248fa356233a924176b102134a5d29
Consistent restarts, and basically no service at all tonight. Help please Mods?
Looking at your BQM at 12am - 3am all was fine so maybe someone in the area DIY a cable extension with their hub on a timer?
Yep, I noticed that at the time. My test yesterday of pinging apple 100 times was 0% loss, and I went to bed thinking id be working normally today. But my service is now poor again. I still need mod help please.
Since approx 09:30, it's been reasonably okay. A few drops seeming to creep in, in the last few mins. As I've not been monitoring, I dont know whats normal for this connection. My blunt instrument of pinging apple.com from the command line 100 times yielded 1% loss. I'd still like this investigated please, god help me, this service is my livelihood.
Hiya, 24 hours and it's looking a heck of a lot better....
However, I would really appreciate some VM Moderator help still. Was this an area fault that's been rectified? If not, how can we ensure this doesn't happen again?
Many thanks to those who contributed to this thread, kudos has been given.
I'll be keeping this up to date until I get some Mod help.
Thanks again.
Hey chapfish, thank you for reaching out and a very warm welcome to the community I am so sorry to hear you are having some connection issues.
Let me send you a DM to get to the bottom of it.
Glad we've managed to look into this.
Keep us updated if you need anything else going forward.
