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TikTak
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Message 1 of 22
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Issue, SH3? Area? VM? Really don't know ...

Hi all,

First off, I've been with VM for years (since Telewest) and pretty much never had any issues and always heaped praise on them. Yeah they need a nudge for loyalty discounts but who doesn't? After years of lurking on here and seeing good info I've finally had to sign up and post thoroughly bewildered.

My combined amount of issues has been going on for around a year. From constant disconnections and phone issues, TiVo rebooting randomly, to only being able to have one device actually working at a time when connected to WiFi. A dozen engineers later and it all seemed solved.

A guy came, ripped out virtually everything, installed a power booster, some thicker cables and clips etc. and also dropped in a SH3 a couple months ago.

All other issues gone ............................... until a new one appeared.

Streaming on any service via any device and online gaming had become dire and still is to this day. I've seen the posts about the SH3 and the .608 firmware and figured I'd complain to VM whilst waiting to see if the update arrived.

It eventually landed a few weeks ago and the only thing I can say is it hasn't appeared to do anything worthwhile. The BQMs are great between 2AM to 10AM because no one in the whole postcode is using anything but as soon as I put some data through it, it becomes a nightmare. Gaming is virtually impossible and if we stream anything (only 2 activities we really use the internet for) then we have to give it 10 mins to buffer first or its a jittery mess, even on standard def. TV which isn't really acceptable for a 100Mbps line.

I'm going to post the last week's worth of BQMs and as you can see the trend of these is afternoon to midnight pretty much terrible/barely usable.

VirginBB BQM Latency.jpg

For reference the ours of usage were this (approx):

27/11 - None
28/11 - None
29/11 - 8.30pm to 10pm
30/11 - None
01/12 - 8am to 8pm, outages are a VM engineer "fixing" my issue
02/12 - 12pm to 2pm then 7pm to 12am

We had an engineer on Saturday, and he ripped out a bunch of stuff previous engineers put in and with his "25 years experience" was confident I wouldn't have the issue again. Think that lasted 3 hours.

I've seen some good advice on here about talking to the engineers, showing them the troubleshooting and graphs etc. which I've done for the last 2 engineers, and they've both said they don't understand this stuff they're paid to install, not be technical. Argh.

At this point I don't know what to do. I have an open complaint which I can see VM are doing a lot to keep me with offers etc. but ultimately this still doesn't work. Is it the Superhub 3? The area I live in (although I lived across the street for 5 years with no issue)? The engineers? Or just time to to leave VM?

Anyone got any ideas or suggestions at all?

(P.S. thanks to all who actually read this 😄 future posts to be shorter, promise!)

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Very Insightful Person
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Message 2 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

FIrst guess is overutilisation on the network segment= although one graph shows a different pattern, the rest show increased latency over teh hours epople come home and use the connection.

Can you post your metrics from the HUB as well, so we can check those for you.

Can you post your upstream and downstream power levels..

 

Go to 192.168.0.1

 

Do NOT LOG IN- Click router status

 

hub31.jpg

 

And post Downstream and Upstream levels..

 

shub32.png

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TikTak
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Message 3 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Think I've had these reviewed by VM support about a 100 times but happy for everyone else to take a look 🙂

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

419000000

1.2

38

256 qam

30

2

411000000

1

38

256 qam

29

3

403000000

1.2

38

256 qam

28

4

395000000

1

38

256 qam

27

5

387000000

0.9

38

256 qam

26

6

379000000

0.9

38

256 qam

25

7

323000000

0.5

38

256 qam

24

8

315000000

0.4

38

256 qam

23

9

307000000

0.2

38

256 qam

22

10

299000000

0.2

38

256 qam

21

11

291000000

0

38

256 qam

20

12

283000000

0

38

256 qam

19

13

275000000

0

38

256 qam

18

14

267000000

0

38

256 qam

17

15

259000000

0

38

256 qam

16

16

251000000

-0.2

38

256 qam

15

17

243000000

-0.2

38

256 qam

14

18

235000000

-0.2

38

256 qam

13

19

227000000

-0.2

38

256 qam

12

20

219000000

-0.2

38

256 qam

11

21

211000000

0

38

256 qam

10

22

203000000

0

38

256 qam

9

23

195000000

0

38

256 qam

8

24

187000000

0.2

38

256 qam

7

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

1226

13184

2

Locked

38.9

576

6281

3

Locked

38.9

630

6268

4

Locked

38.9

615

6218

5

Locked

38.9

620

5858

6

Locked

38.9

1199

13922

7

Locked

38.9

788

5935

8

Locked

38.9

1014

5914

9

Locked

38.9

625

5942

10

Locked

38.6

1045

5978

11

Locked

38.9

1189

6191

12

Locked

38.9

1209

6402

13

Locked

38.6

1189

6454

14

Locked

38.9

1168

6267

15

Locked

38.6

1179

6235

16

Locked

38.9

1123

6553

17

Locked

38.6

1102

6501

18

Locked

38.9

1054

6668

19

Locked

38.6

794

7868

20

Locked

38.6

1248

6556

21

Locked

38.9

1050

6559

22

Locked

38.9

1062

6061

23

Locked

38.9

1031

6202

24

Locked

38.9

1032

6296

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

31000000

37.3

5120

32 qam

2

2

24400000

38.5

5120

16 qam

3

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

5

0

2

ATDMA

0

0

2

0

 

 

Couple other things, I now have a supervisor visit booked in for the 13th and I've added my home router to our PRTG instance at work just to see if there's some other info I can get out of it 🙂

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TikTak
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Message 4 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Haven't been in to use it much over the past week but as soon as we do can still see ping spiking crazily and getting packet loss.

Meant to have the supervisor tech visiting today (4pm to 7pm) so will update.

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Message 5 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Nother, lost you in my replies, sorry.

If those post RS errors continue to pile up, you'll get nowhere= make sure the lead tech sees the counts.

 

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Moderator (Retired) John_G
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Message 6 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Hi TikTak,

How did the technician visit go? Is everything back to working order now? 


The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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TikTak
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Message 7 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Apologies, thought I'd replied Smiley Surprised

The visit didn't go well (unsurprisingly) and lasted all of about 5-10 minutes. He came, listened to everything I had to say, basically completely dismissing the BQMs (the 4th engineer who again, didn't really know what they meant), videos of laggy gameplay and any notion that it could be the SH3(saying there has never been an issue with them).

He reviewed everything the previous engineers had done, called the people on the phone who confirmed there was no area outage and no issue with the up/down stream levels. Then said there was only one more thing they could do ...

So apparently in January they're going to dig up the road outside my house and lay a new cable, which frankly sounds ridiculous ...

So if anyone has any bright ideas, feel free to speak up!         

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Message 8 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

@TikTakcan you repost upstream power levels ONLY please?

 

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TikTak
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Message 9 of 22
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Re: Issue, SH3? Area? VM? Really don't know ...

Sure Kippies, no problems.

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

31000000

43.3

5120

32 qam

2

2

37600000

43.3

5120

64 qam

1

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

8

0

2

ATDMA

0

0

4

0

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Re: Issue, SH3? Area? VM? Really don't know ...

Kay so- most of the metrics are pointing to "a re-pull is in order" which is what has been booked for you.

BQM is the odd one out- its saying overutilisation or intermittent FECS errors. AT the same time of day most days. Which is NOT actually that unusual.

@John_G

Is overutilisation in play? If not, are networks looking at the BQM/FECS?

There SEEMS  also an upstream issue with T3's and impaired upstream according to the QAM settings selected by the HUB?

 

 

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