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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. 👍 

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    So they still have a connection during these BQM outages.

    What service do they get, what goes wrong that they complain about?

    There may be another reason for the BQM indications. It has failed before. 

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

      Hi jpeg1 thanks for your reply, yes the connection is running at these red periods, there complaint is same as my parents, TV freezes pixelating, and all of our upstream capacity is terrible mods dropping packet loss sync errors the usual, my parents been better lately as there monitoring, there ip is in St Helens at the min wa10 area? we all live very close around Bristol. It all got real bad around 2 months ago with new profiles and 10s of them a day.

      Regards

      Regards

  • Anonymous's avatar
    Anonymous
    2 years ago

    The highest 3.1 profile is 16 times more dense (constellation points) than the one used by the 3.0 channels. That alone means that it must correct more flipped bits. You then have some noise in that part of the spectrum that results in some bad codewords on at least that profile. The network log can tell you other profiles are affected. 

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

    I'm receiving no help there just the usual you are in modem mode nonsense can you take it out. Ive done this for you 10s of times, we have discovered the problem we are no longer troubleshooting, we are waiting for networks to fix the problem for south bristol? 2 engineers has confirmed serious problem for us on audio tape. I have monitors at multiple addresses all with the same problems so it's not isolated. This has been reported to you from these people also, as well as your own engineer who has the same problem with upstream who lives in north Bristol. Here's my latest stats, if something is not done virgin media has exhausted all my trust and will proceed with cases against virgin from all of us. I should of took the advice a long time ago on this forum from a network expert and showed my 1+ year of this terrible service lies and deception ive received all very easily provable to which ofcom ombudsman and eventually court. I've gave virgin so many chances over a whole year, which eventually it was reasonable for like 6 weeks then boom all the terrible profile changes and back to terrible service for streaming TV gaming even Web browsing now is a joke. Also I can show 2 days ago packet loss on my bqm is the same as another person's who lives 5 minutes drive away, yet your monitoring there network and have there ip address bounced to WA10 area how is this possible? Network problem. Will anyone help from vm or do they not care literally at all any more with all the evidence I send you? 

    The upstream has been broke for months now t3 counts on the 3.0 and the single 3.1 and t4 Ranging problems and routing/ profile changes what is going on?

     

    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
    2ATDMA00150
    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
    6OFDMA22074000000180
    Time Priority Description
    28-03-2024 14:03:16criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    28-03-2024 14:03:16critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    28-03-2024 14:02:08criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    27-03-2024 18:35:29noticeREGISTRATION COMPLETE - Waiting for Operational status
    27-03-2024 18:35:25noticeUS 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;
    27-03-2024 18:35:20noticeDS 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;
    27-03-2024 18:35:17noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    27-03-2024 18:35:14warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    27-03-2024 18:35:12noticeHonoring MDD; IP provisioning mode = IPv4
    27-03-2024 18:35:03criticalCable Modem Reboot because of - unknown
    27-03-2024 18:35:03criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    26-03-2024 18:08:09criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    26-03-2024 18:08:08criticalCable Modem Reboot because of - unknown
    24-03-2024 18:49:39criticalCable Modem Reboot because of - unknown
    24-03-2024 18:49:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-03-2024 12:28:54criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-03-2024 12:28:54critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-03-2024 12:28:54criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-03-2024 12:28:54critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-03-2024 12:28:54criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-03-2024 12:27:46criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-03-2024 18:54:11criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    20-03-2024 18:54:10criticalCable Modem Reboot because of - unknown
    17-03-2024 18:38:49criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-03-2024 18:38:48criticalCable Modem Reboot because of - unknown
    14-03-2024 23:24:33criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-03-2024 18:30:27criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-03-2024 18:30:26criticalCable Modem Reboot because of - unknown
    11-03-2024 12:24:38criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    10-03-2024 18:22:05criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    10-03-2024 18:22:04criticalCable Modem Reboot because of - unknown
    08-03-2024 17:43:36criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    • Viper-t's avatar
      Viper-t
      Fibre optic
      2 years ago

       

       

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000006.243QAM 25625
      21390000006.543QAM 2561
      31470000006.543QAM 2562
      41550000006.543QAM 2563
      51630000006.443QAM 2564
      61710000006.343QAM 2565
      71790000006.343QAM 2566
      81870000006.643QAM 2567
      91950000006.943QAM 2568
      102030000006.843QAM 2569
      112110000006.943QAM 25610
      122190000007.143QAM 25611
      13227000000743QAM 25612
      142350000006.843QAM 25613
      152430000006.743QAM 25614
      162510000006.643QAM 25615
      172590000006.443QAM 25616
      182670000006.643QAM 25617
      192750000006.543QAM 25618
      202830000006.543QAM 25619
      212910000006.543QAM 25620
      222990000006.543QAM 25621
      233070000006.543QAM 25622
      243150000006.343QAM 25623
      253230000006.343QAM 25624
      26339000000642QAM 25626
      273470000005.743QAM 25627
      283550000005.843QAM 25628
      293630000005.843QAM 25629
      303710000005.643QAM 25630
      313790000005.743QAM 25631

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked4320
      2Locked4310
      3Locked4300
      4Locked4300
      5Locked4300
      6Locked4300
      7Locked4310
      8Locked4300
      9Locked4300
      10Locked4310
      11Locked4300
      12Locked4300
      13Locked4300
      14Locked4300
      15Locked4300
      16Locked4300
      17Locked4300
      18Locked4310
      19Locked4300
      20Locked4300
      21Locked4300
      22Locked4310
      23Locked4310
      24Locked4300
      25Locked4310
      26Locked4210
      27Locked4300
      28Locked4310
      29Locked4320
      30Locked4320
      31Locked4310

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      33944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      33Locked420.013681513662
    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Viper-t,

      Sorry to see you're still having some connection issues, we've had a look at things from our side, and everything still shows as fine. 

      Are you still using the hub in modem mode?

      Are you able to send a live link to your BQM?

      Alex_Rm

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

        Can't be bothered with this useless company any more will be taking to ombudsman and then probably to court as they won't award what I'm owed for well over a year 

  • IPFreely's avatar
    IPFreely
    Fibre optic
    2 years ago

    Doesn't help your upstream issues any, sorry, but the change to 10.4 MHz on the 3.1 upstream channel is not wrong and isn't going to break anything, neither are the new messages: 4 and 5 are you recovering your DoCSIS 3.0 downstream channels after outage, 22, 23 and 24 the 3.1 channels. You lost them a minute and seven seconds before you saw those messages.

    I'm not sure who the engineer you spoke to is but nothing 'way wrong' with the 3.1 block change, it makes a tiny difference to the available capacity, not even 2.5 Mbps, and no-one on here is going to have any idea why it was changed: there are legitimate reasons for them to change it and to change it back if they do. Your bad speeds were due to packet loss, the packet loss due to bad signal quality as the T3s and modulation changes make clear.

    Fixating on 3.1 channel widths, capacity or event codes is a distraction from the actual issue: the RF quality.

    Given it's the middle of May and this has been running for so long I wouldn't be especially surprised if the FTTP overlay in Bristol is live before this is fixed: those extra cabinets are probably all over the place by now.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    As has been suggested elsewhere, VM are not spending money on patching up the old DOCSIS system where it's been overloaded. They need it for the replacements that they are building. 

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

      How many years will they use that for? I'm all about transparency if I have problems with my service I'm going to ask for help even though I get none, they haven't listened to the engineers, if they have an inadequate service why am I being charged full price when my service is partial why is my bill full. They should of been a proper company and considerate of my 1.5 year problem and gave me a deal instead of lying passing the buck and fobbing me off (us all off) that's why you get fined and pay compensation. Stop advertising good for streaming gaming and 4k movies as it just isn't, and by the sounds of it all over the place not just Bristol. 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        2 years ago

        Hey Viper-t, I have just replied to your other thread. 

        Please check it out when you can.