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Viper-t's avatar
Viper-t
Fibre optic
2 years ago

What is happening in south bristol? Can we get some help?

Just a brief message to ask what's happening in South bristol, I been trying to get my parents connection fixed for a long time there tv and streaming services are really effected. Mine up until recently was in a reasonable state. So I've been getting up and down profile changes every day is this normal? What isn't normal is the 15, 20 in one day after many 60 second resets it always goes back to bad within minutes or hours. 

 

Bqm shows constant packet loss, correctables shows 6 digits after reboot, but populates very quickly to the billions on my down profile. Parents 3.1 ds is over 10dbmv to high and gets double sometimes triple digit uncorrected on the 3.1 ds, numerous profile changes per day also. There bqm is terrible and has been for months. I checked for area for any work or faults on the phone says there is none. WiFi for them don't work hub will not let me change channel or frequency for the 2.4ghz, it shows try again, also won't apply the disable smart WiFi. 

 

Looked outside to check there f connectors for loose ones could not believe the state in there, disconnected line and fp attenuator just left there all tangled and not in good order. Let's be real the problems are network side. 

 

Some help would be appreciated, I've just setup 2 more bqm today at different local homes to show its not my internal line as senior engineer already confirmed good to the taps, yet sometimes vm ask about my asus gt-axe16000 which is nothing to do with anything or the qos I recieve. I will add some bqm and stats if anyone can see anything I can't as I'm a mere customer here. This is getting out of hand. Many thanks good day. 👍 

91 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    There is a gap in what we are reading in this thread.

    I don't see comments saying hours of disconnections occurred during the red periods of the BQMs.

    Do you understand what device the BQM is pointed at ?
    The graphs reflect a device that is not always on or not always accessible.
    I.E. not a VM Hub in Router mode or not a customers 3rd Party Router.

    • Viper-t's avatar
      Viper-t
      Fibre optic
      2 years ago

      Hi let me explain again as its confusing, the 1st 3 pics is my hub 5 ip at just after 5pm I put in modem mode so thats a different bqm chart. Data showing was due to my public ip being changed I just checked. 

      All the last pictures are a live 24 hrs a day running connection no turn offs or modem mode? My question was why is it sporadic to pings?

      Regards

      • Viper-t's avatar
        Viper-t
        Fibre optic
        2 years ago

        I still have no answer to why bqm (not the top 3) is showing data here and there instead of all day and night. its running all day last few days its showing no data, I'll have them check if your changing ip address.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Just a quick sanity check.

    Are these connections all having total outages during the hours of red shown on the BQMs ?

    • Viper-t's avatar
      Viper-t
      Fibre optic
      2 years ago

      Hi no the first 3 pics, connection is in modem mode so should show no connection/data from hub ip, the rest active connection just show sporadic data.

      Regards

  • Anonymous's avatar
    Anonymous
    2 years ago

    It will probably make no difference.

    About the symbol rate... What is it you don't like about it? 😊

    • Viper-t's avatar
      Viper-t
      Fibre optic
      2 years ago

      Symbol Rate as in 16qam 4 bit alot less than 64qam 6 bit.. why because there to many people for the network so it can just drop people's capacity bit per second so cmts can keep signal, so i am loosing udp packets everytime its like this. Its an area noise problem if its dropping all our mods which it is. like I'm no expert I'm just a customer but we have to try to research as you can see Virgin Media just doesn't answer customers concerns at all anymore, thats why ofcom again mentioned them as the worst in every metric especially customer service. They see no problem in having a 1 year problem, which was way better for the last 2 months hence I haven't posted at all, but its all starting again rotate people's profiles to shut up some for a month then shut us up next month. I've checked all on same profile and getting numerous changes per day. If its being worked on just tell us, then we dont need to bother the forum team.

      6.8 billion revenue on a post I read but infrastructure still copper to home and drop cables. 

      Don't know if vm cares but no ones using my Internet just me on a phone and all upstream dropped again.

       

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      049600000465120QAM 321
      14310000045.85120QAM 322
      236600000455120QAM 323
      33010000044.55120QAM 324
      423600000445120QAM 325

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0000
      1ATDMA0000
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      61142.02KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      6OFDMA2207400000000
      • Anonymous's avatar
        Anonymous
        2 years ago

        Oh, that is the data rate. Data rate=symbol rate*modulation.

        (The symbol rate is determined by the width of the channel.)

  • Viper-t's avatar
    Viper-t
    Fibre optic
    2 years ago

    Hi Cardiff it's my friends mum, no its on most of the day if not day and night as theres kids with phones tablets computers etc, if you look at pic one where it goes off it stayed off for 3 days just popped on off again today. Ip address is the same.

    Regards

  • Viper-t's avatar
    Viper-t
    Fibre optic
    2 years ago

    Why do I have 4 sfid? Both our netlogs show continuously changing profiles, 20 t3 on the 3.1 docsis us, the rest won't fit in so I screenshot it. Cable Modem Status 3.0? 

     

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    049600000465120QAM 641
    14310000045.85120QAM 642
    236600000455120QAM 643
    33010000044.55120QAM 644
    423600000445120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61142.22KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA22074000000200

     

    Time Priority Description
    15-02-2024 13:31:01noticeUS 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;
    15-02-2024 12:24:18noticeUS 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;
    15-02-2024 09:09:58noticeUS 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;
    15-02-2024 08:00:22noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 07:51:54noticeUS 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;
    15-02-2024 07:46:51noticeUS 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;
    15-02-2024 05:52:49noticeUS 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;
    15-02-2024 05:52:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 05:52:30criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 05:52:30critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 05:51:22criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-02-2024 05:02:03noticeUS 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;
    13-02-2024 19:08:09noticeREGISTRATION COMPLETE - Waiting for Operational status
    13-02-2024 19:08:05noticeUS 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;
    13-02-2024 19:08:00noticeDS 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;
    13-02-2024 19:07:56noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 19:07:54warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 19:07:52noticeHonoring MDD; IP provisioning mode = IPv4
    13-02-2024 19:07:41criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 19:07:40criticalCable Modem Reboot because of - unknown
    13-02-2024 08:19:23criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:19:23critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:18:14criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:17:10criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:17:10critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:16:46criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:16:13criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:16:06criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:16:05criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:16:02criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:16:00criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-02-2024 08:15:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
     
     
    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Viper-t,

      Thanks for coming back to via private message to confirm your information. 🤩

      I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

      Just to confirm, there will be no charge for this visit unless:

      • ➡ The technician diagnoses the faults as not being caused by our network/equipment
      • ➡ The technician discovers that the fault or problem relates to your equipment
      • ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
      • ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

      Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

      We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

      Let us know how the appointment goes. 😊

      Take care.

      • Viper-t's avatar
        Viper-t
        Fibre optic
        2 years ago

        Hi kath any word on the area please upstream has dropped on mine on all channels after being good for months, is this bad routing and or profile change related?. Complaints told me this.

        "We value your service with us and we will do our best to assist you the best way possible. After investigating, I see that there is outage in the area, affecting the services. While the outage is being fixed we are unable to process any diagnostics hence I appreciate you time and patience while our engineers are working on priority to fix the issue. In relates to the outages, I would like to advise you that the outages sometimes are planned to make the services better and sometimes unplanned. You may also get an update on an outage in the area by registering your number on the outage communicator".

        This was 2 weeks ago what does this mean please? It's getting worse so is there a ticket number or anything, might the numerous profile changes have something to do with this, I was ok on us profile 11 now im back to 11 13 what ever that is now its dropping Modulation again, ksps symbol rate doesnt add up. Any answers from virgin would be appreciated.

        Regards

        3.0 Upstream channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        049600000465120QAM 161
        14310000045.85120QAM 162
        23660000045.35120QAM 163
        33010000044.85120QAM 164
        42360000044.35120QAM 165

        3.0 Upstream channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
        0ATDMA0000
        1ATDMA0000
        2ATDMA0000
        3ATDMA0000
        4ATDMA0000

        3.1 Upstream channels

        Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
        61142.22KQAM 256

        3.1 Upstream channels

        Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
        6OFDMA2207400000000
    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Viper-t, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've been having an issue with your network. Taking a look at things here we can see your signal levels are too low and the downstream power levels are also a little high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

      I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks,

      • Viper-t's avatar
        Viper-t
        Fibre optic
        2 years ago

        Hi Kath so my power levels are in spec according to virgin +10, docsis standard is +7 anyhow, so what's wrong with all the profile changes for all of us and packet loss please? As my power is in spec yet I am seeing the same packet loss and huge t3 counts and upstream Ranging problems on channel 3,4,8 I don't have a channel 8 for upstream. I'm still getting profile changes every 3-5 minutes. Is there an area fault? 

        Regards