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SerenayaXIV's avatar
SerenayaXIV
On our wavelength
2 years ago

Yet more issues with downstream/upstream.

Hi there.

I am back again with yet more issues with my downstream/upstream. Once again we are experiencing huge drops in both download and upload (mostly the latter, I think) with some packet loss mixed in. I am currently running a fresh BQM but it's being very slow to update. I'll show the one that was working up until it mysteriously stopped after a router reset below, though as well as what the current one has to show. I do however have this issue detailed in other posts which occurred in months past. Was unsure if I should revive the most recent one or post a new one but I'll link to them here. This should give you a good idea of what's happening because the issues are exactly the same. Huge noise on the upstream across all channels, packet loss and intermittent service in general. Currently it's at its worst. My router is currently flashing like mad yet I am not disconnected entirely. Endless loop and yes, it's been rebooted. Twice today, even. Anyway, here's the links to my previous threads.

https://community.virginmedia.com/t5/Networking-and-WiFi/Regular-Intermittent-Upstream-dropouts/td-p/5202486
https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittence-in-Downstream-Upstream/td-p/538149

The first one details Upstream issues specifically. This was fixed when Networks finally found an SNR problem 2 weeks after posting and eventually escalating the issue.

The second one was affecting both downstream AND upstream. We were told of high traffic causing problems at the time, but a tech also came to the property and adjusted power levels on the 3.1 line and this seemed to alleviate any further problems after the high traffic was resolved. He told me that due to my houses location, it's possible that we may run into more as we're only connected via an RG6 cable instead of an RG11. He said he'd contact his manager and get back to me about it. He did not, of course. Much like when phone support tell you a manager will call you back within 24 hours and that never happens either. However the numbers shown on the router show the PLC to be in spec this time round, so who knows. Not inclined to say it's a house issue but I'll happy be wrong.

Regardless, the problem is back in full force now. I cannot work once again. Problems with both download and upload occurring all throughout today.

Below is an example of the effect it's having via OBS, a SamKnows test during a drop, and the BQM up until around 5pm today where I reset the router (denoted by the long red line). Current BQM is slow but sort of working. Of course, upstream router status also included. Can include downstream too if needed.

The only saving grace right now is that there is reportedly a TV-related issue in my area. However I don't know if that means that broadband is also acting up. It doesn't say so, but TV's require internet so who knows. Hopefully it's that, I guess. https://www.thinkbroadband.com/broadband/monitoring/quality/share/15c159f4b7fdddf9dbc370d1b974c0c031c67852-05-09-2023 - Here's the current BQM at time of posting.

Apologies for the bluntness, just getting very tired of this.

Thanks for reading, any help appreciated.

89 Replies

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

    Hi.

    Engineer visit came and went, it was passed to networks after cleaning up the mess by the box. Networks called me personally and said they were monitoring but could not see any problems on their end. However my situation is no better. If it's not network, the problem is still between the cab and my house. Somewhere. Could be the HDU, could be bad connectors. Who knows, but it's still going after nearing half a dozen engineer visits now. Please help. Not exaggerating when I say that my career is at risk. Evidence below. Note the warning and critical logs. How is this being missed?

    Network Log

    Time Priority Description
    14-11-2023 14:09:33noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 14:02:44noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 13:56:00noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 13:52:33noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 12:57:45noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 12:56:03noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 12:35:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 12:23:33noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 12:16:22noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 12:12:57noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 12:10:30noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 12:02:34noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 11:47:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 11:45:39noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 11:06:49criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 10:56:49warningRNG-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;
    14-11-2023 10:56:27criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 10:56:14warningRNG-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;
    14-11-2023 10:56:09warningRNG-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;
    14-11-2023 10:56:09criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 10:56:08warningRNG-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;
    14-11-2023 10:56:08criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 10:04:13criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 09:11:50noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 09:09:45noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 07:58:41noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-11-2023 07:56:30noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-11-2023 21:07:57noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-11-2023 21:06:19noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-11-2023 18:43:31noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-11-2023 18:41:44noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    13-11-2023 14:37:56criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • SerenayaXIV's avatar
    SerenayaXIV
    On our wavelength
    2 years ago

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000007.441QAM 25625
    22110000007.340QAM 25610
    32190000007.140QAM 25611
    42270000006.940QAM 25612
    52350000006.840QAM 25613
    62430000006.640QAM 25614
    72510000006.440QAM 25615
    82590000006.440QAM 25616
    92670000006.340QAM 25617
    102750000006.240QAM 25618
    112830000006.340QAM 25619
    122910000007.340QAM 25620
    132990000007.940QAM 25621
    143070000007.941QAM 25622
    153150000007.741QAM 25623
    163230000007.641QAM 25624
    173390000007.341QAM 25626
    183470000007.241QAM 25627
    193550000007.141QAM 25628
    203630000007.241QAM 25629
    213710000007.241QAM 25630
    223790000007.140QAM 25631
    233870000006.840QAM 25632
    243950000006.640QAM 25633
    254030000006.640QAM 25634
    264110000006.140QAM 25635
    274190000005.740QAM 25636
    284270000005.740QAM 25637
    294350000005.640QAM 25638
    304430000005.440QAM 25639
    314510000005.740QAM 25640

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked411773
    2Locked401957
    3Locked40752
    4Locked401520
    5Locked402054
    6Locked401959
    7Locked401419
    8Locked401653
    9Locked401951
    10Locked401211
    11Locked401122
    12Locked401758
    13Locked401758
    14Locked41313
    15Locked41211
    16Locked41811
    17Locked41860
    18Locked41947
    19Locked41412
    20Locked41222
    21Locked41323
    22Locked40323
    23Locked40624
    24Locked401153
    25Locked401012
    26Locked401512
    27Locked402724
    28Locked402457
    29Locked402713
    30Locked402750
    31Locked402010

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    41944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    41Locked400.931495077024142
  • SerenayaXIV's avatar
    SerenayaXIV
    On our wavelength
    2 years ago

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000046.55120QAM 641
    14310000046.35120QAM 642
    23660000046.35120QAM 643
    33010000046.55120QAM 644
    42360000046.35120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA00150
    1ATDMA00160
    2ATDMA00120
    3ATDMA00200
    4ATDMA00140

    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
    6OFDMA2207400000080
    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for coming back to us SerenayaXIV. I have looked into this and can see that a technician appointment has been booked in since you last posted at the request of the area manager, have you been advised of this visit?

      Kind Regards,

      Steven_L

       

    • Megan_L's avatar
      Megan_L
      Forum Team (Retired)
      2 years ago

      Hi SerenayaXIV,

      Thanks for chatting with me in our PM's, I'm glad I was able to shed some light on what is causing your issues!

      We found an SNR fault in your area which is being worked on by our engineers. 

      The estimated fix date & time is 21 NOV 2023 12:50 but this could change depending on the nature of the fault. 

      Please check back here, or go on the Service Checker for updates 😊 

      Thanks,

      Megan_L

       

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

        Hi, Megan.

        Engineer has been and gone today. HDU was removed and some recabling was done outside in the box due to stress on the cables. These were the last things that could possibly be the culprit as far as our home is concerned so if it's not solved then I'm unsure what the cause could be. Still had some packet loss today but I suppose that could be related to the ongoing SNR fault (T3 Timeout appeared at the time of the drop/slowdown/packet loss). Service Checker says there's a TV fault still but Broadband is all green, yet the fault phone line states there is a fault still. What's the status on this?

        Thank you Steven for the post as well, apologies for not getting back to you about that as I was in correspondence with Megan about it in PMs. I was aware indeed.

        One more thing - What is with the constant CM Status message spam in the network log? I've been seeing this since having the Hub 5 weeks ago and while it seems harmless, I'm unsure exactly what it means and it appears often enough that it's a little concerning.

        Thanks.

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

    Well. It ain't fixed. Getting severe loss still accompanied by an interesting network log. The log messages would suggest issues with noise still or a problem in the cab or the cable itself due to sudden jumps in power required. Either shoddy work from Avonline (wouldn't surprise me knowing this company) or an undiagnosed issue in the cab. Maybe. The network fault is allegedly still happening alongside it but I've been seeing these errors since before that was found 9 days ago and still isn't resolved. I had already complained to Avonline for the mess they made of the box when they did the repull last month, and they said that the tech visit on the 21st (referenced above) would determine if they were the cause of the problem or not. No mention of this was ever made by the engineer. Is there no cohesion between companies and contractors anywhere? If the network fault is not the cause then the cable could well be to blame, and getting that fixed is going to take a long time and a lot of convincing. What am I supposed to do?

    23-11-2023 09:24:36warningRNG-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;
    23-11-2023 09:24:34criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    23-11-2023 09:24:26noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    23-11-2023 09:24:18warningRNG-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;
    23-11-2023 09:21:39criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    23-11-2023 09:18:45warningRNG-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;
    23-11-2023 09:17:20criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    23-11-2023 09:17:09noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    23-11-2023 09:15:33warningRNG-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;
    23-11-2023 09:14:25criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    The CM-STATUS messages are normal operational messages indicating communication between your modem and the network. Of more concern is that the upstream power level of the cable modem is significantly lower than what is considered optimal and that the modem may be having a problem in communicating with the CMTS. If it hasn't been done I suggest a hub swap to rule out a faulty hub.

    • IPFreely's avatar
      IPFreely
      Fibre optic
      2 years ago

      Of more concern still is the T3 timeouts on all the 3.0 and 3.1 channels and the times when all the 3.0 channels are still erroring at 16QAM and the 3.1 OFDMA can only manage 32QAM with intermittent errors.

      That return path is really noisy. The upstream transmit was low thanks to an HDU amplifying it: wouldn't make any difference to speak of to anything.

      Just FYI if the modem were having issues reaching the CMTS upstream transmit power would be higher, not lower. 

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

    I've been through 2 Hub 4's and a Hub 5 in recent months. Highly unlikely that's the problem by this point...

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

    This is the effect just for evidence sake. QAMs were also dropped at the same time which would suggest network noise which again could be due to the fault but the date of a fix clearly keeps getting moved. I don't know if this power warning message in the log is network or if somehow it's my end despite EVERYTHING being checked, changed, tightened, you name it. It's happened. Getting toward ofcom territory as this is having a quite adverse effect on my income now. I've had near half a dozen techs to my house, there's nothing left to fix here. I want to know more about the fault that's in the area and if it pertains to my issue or not since it's been going on far longer than when the fault was found.

    Power levels are still in spec as far as I can see.

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0160
    1ATDMA0100
    2ATDMA0130
    3ATDMA01100
    4ATDMA0120

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61145.02KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2207400000080
    • WorstISP's avatar
      WorstISP
      Superfast
      2 years ago

      Hi Serenaya, you're having literally the same experience as me (T3 errors, dropping connections, etc), and you've jumped through the same hoops (Replacement hubs, a series of pointless engineer visits). I should tell you my complaint is now with the Ombudsman and now Virgin are just turning around to say reliable internet isn't part of the contract and constantly janky internet is "fit for purpose".

      I think an Ofcom complaint is honestly the way to go here. Have you started the complaints process with Virgin yet? Webform is here: https://www.virginmedia.com/help/complaints

      After 8 weeks you can escalate to the Ombudsman, but you might as well complain to OfCom now.

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

        I will be raising a formal complaint with both Ofcom and VM today, yes. Considering my job is related to gaming and that gaming is pushed as a selling point, it is absolutely not "fit for purpose".

        24th November and still no network fault fix in sight. The kicker for me is that there's no assurance that it'll fix our specific issue especially with these conflicting timelines where one guy at networks said there was no problem on their end yet a few days later a fault was found which is seemingly a big one since 10 days later the fix date is still delayed (by 3 days at time of posting). Doesn't give me hope but it's at a point where the network had to have been the problem, or a cable under our drive is malfunctioning and has gone unnoticed. Fingers crossed. I understand SNR faults take time depending on what the problem turns out to be, but the vagueness of the information we're given is not of much comfort.

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

    Oh, I forgot to post the rest of the upstream stats. My bad. QAMs drop to 32/16 when timeouts occur.

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000049.35120QAM 641
    143100000495120QAM 642
    23660000049.35120QAM 643
    33010000049.55120QAM 644
    423600000495120QAM 645
  • SerenayaXIV's avatar
    SerenayaXIV
    On our wavelength
    2 years ago

    Any updates on the estimated fix date for this fault? Thanks.

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

    Still going... noise across the upstream on all channels. One upstream channel's power level also abnormally high for some reason out of nowhere. Sure hope this is part of the fault. BQM regularly shows a big spike in latency between 4-6pm pretty much every day, and the last couple of nights there's been one late at night accompanied with information similar to below. Suggests to me that someone's making use of a very dodgy cable setup nearby, or perhaps their kettle is past its prime. If only there was a way to contact networks in case they need more evidence...

    The anomalous upstream power level on channel 4 reverted quite fast (back in line with the others), but is indicative of the network log shown below.

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000048.55120QAM 161
    14310000048.55120QAM 162
    23660000048.85120QAM 163
    33010000048.85120QAM 164
    42360000056.85120QAM 165

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA01110
    1ATDMA0110
    2ATDMA0190
    3ATDMA01120
    4ATDMA0130

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61144.02KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA22074000000110

    Network Log

    Time Priority Description
    25-11-2023 23:46:17warningRNG-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;
    25-11-2023 23:46:16criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-11-2023 23:46:15warningRNG-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;
    25-11-2023 23:45:56criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-11-2023 23:45:29warningRNG-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;
    25-11-2023 23:44:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;