Forum Discussion

Viper-t's avatar
Viper-t
Fibre optic
12 months 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. 👍 

    • Viper-t's avatar
      Viper-t
      Fibre optic
      4 days ago

      Your message is empty nothing there.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 months 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
      9 months 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
        Forum Team
        8 months ago

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

        Please check it out when you can.

  • IPFreely's avatar
    IPFreely
    Fibre optic
    9 months 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.

  • Viper-t's avatar
    Viper-t
    Fibre optic
    11 months 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;
    • Alex_RM's avatar
      Alex_RM
      Forum Team
      11 months 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
        10 months ago

        Can you tell me what the hell is going on with this junk service I'm sick of it, I have showed you so much problems with the service and the best I get is can you pop out of modem mode knowing full well it has NOTHING to do with anything. Look at my upstream the whole of Bristol is trash 2 engineers confirmed this with network calls, do you want me to post them on twitter? So what is b3ing done when is it going to be fixed,  I had this crap all last year had 6 weeks of ok service then boom you add more customers change our profiles to cope and its crap I want resolution not bs run around anymore I'm sick of virgin doing this to all customers.

        Look at this junk, soon as I say I'm taking it to ombudsman it gets even worse than it was, minimum latency has never risen now look, so may errors t2 t3 t4 profile changes multiple times every single day, ive screen shotted for months, the jitter is trash and you say this is good for gaming its crap. If you want the full monthly payments I want a working service, you've had me running round for a year and a half. I've just had a complaint closed asking me not to ombudsman as you get fined then give me a working service this crap is making us all depressed.

        Luckily I screen shot all my settings as when I got back 7pm this evening its all reset and my error counts are gone but my error log is still there haven't done a modem reset, so why is my error counts gone from my upstream page? Shady tactics going on? As I said I record everything as I got zero trust after all the lies I've got on audio, yet I'll still show my upstream modulations at 16qam on ALL channels photos of errors from yesterday look at the date.

        3.0 Upstream channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        04960000046.35120QAM 161
        143100000465120QAM 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
    • Viper-t's avatar
      Viper-t
      Fibre optic
      11 months 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
  • Anonymous's avatar
    Anonymous
    11 months 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. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 months 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
      11 months 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

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 months ago

    Changing the WAN IP would be shown on the BQM, but the Hub should be following the change with only a brief break in connection.  

    If the service is being cut off during those long periods, there is a serious network problem. If a technician is sent just to make unnecessary changes to the signal levels that will not help at all.

    It would be interesting to know how many neighbours are having the same issue

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

      Hi jpeg1 thank you for your reply, I think there connection is still up at these bqm outages, which is why we are confused of this sporadic readings. Other local monitors do not show this sporadic behaviour. Just asked and wan ip is still the same here is last 3 days. 

  • Melissa_F's avatar
    Melissa_F
    Moderator
    11 months ago

    Hi Viper-t 

    Please keep things civil and respectful so the issue can be resolved.     Please note that further off-topic posting may result in individual warnings, review the Forum Guidelines for more information.

    Thanks

    Melissa

  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    It is always good to clear the air.

    I am merely trying to encourage you to present a more coherent case.

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

      Bro how much more can I post? if you look through my history this past 1+ year its very clear about the problems in my area. I have a call from the engineer stating bristol is ###### but virgin will not give me a ticket number or any info on what the problem is although we all have an idea. When will it be fixed, not temporary band aids.

      I am a customer not a network engineer though just a quick look through the forums people sound like that as we have to troubleshoot our own problems with our own research. 

      No one will answer questions like why do I have uncorrecteds (packet loss) on the 3.1 ds after a 1 minute uptime after a reboot, and billions of errors on that frequency quickly, daily profile changes, ip bouncing dropped modulations for a year been better recently but for how long. Mine was fine for 6 weeks then bang all problems back with profile changes, it goes on and on, I get bothered all the time from friends and family with there problems like I work for vm or something. I'm sick of it I'm very limited where I live what isp I can have, I tell them to change as its getting worse and worse.

      If I can't get answers on vm forums anymore as literally no one answers unless it's someone pointing out some flaw I won't bother, I'll take my overwhelming evidence and seek ombudsman and small claims as obviously I'm being dragged along, the engineer told me everything I needed to know and as always I keep all evidence to protect myself.

      Good day to you.

      • Anonymous's avatar
        Anonymous
        11 months ago
        Viper-t wrote:

        No one will answer questions like why do I have uncorrecteds (packet loss) on the 3.1 ds after a 1 minute uptime after a reboot, and billions of errors on that frequency quickly, daily profile changes

        Uncorrectable codewords is not always the same as packet loss. Most of the codewords carry traffic to other modems in your neighborhood, so it becomes a game about probability. The 3.1 channel uses multiple modulation profiles, so you need to look at the network log to see which profiles are affected by noise. Your modem could be using profile x, while most/all of the bad codewords occur on profile y.

        The huge number of corrected codewords is by design, so don't worry about those. That number cannot be used to troubleshoot.

        Profile flapping may happen. How bad, depends on different factors (like on how VM has configured some thresholds).

  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    What is confusing is all the BQM red paint is presented, but still not a single mention of equivalent period of outage.

    Perhaps it is time to park the spurious BQMs and get back to basics.

    Is there a fault in your street  ... check via 0800 561 0061 ... it is an automated service.

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

      Are you a virgin boot licker or just dimp? If you got nothing constructive to say in the community go out touch grass hero an get off the forums, if you can't read get back to basics and get of my case. Yes there is constant outages but that's a different problem, was asking why is a working ip in router mode giving sporadic graphs 📊 you supposed to know it all explain or don't answer