on 03-02-2022 13:50
Hello,
After a random reboot that happened at night there is a constant loss of packets on the BQM. The reboot occurred on 30/01/2022 and was not initiated by the home users as far as I'm aware.
I think there was a similar instance before that from 17/01 to 18/01 and rebooting the router from the admin page solved it. Now, however, the reboot has no effect and the packet loss continues.
Lagspikes are also a constant issue, I haven't played after the packet loss has started but it was really bad before, as seen on the graphs. As usual, it probably comes down to the over subscription in the area, but please check that as well, if possible.
Tech data below.
Thank you.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ba92e7639c0ffb25e4c120ba4a3bef4a1826282
1 | 330750000 | -9 | 35 | 256 qam | 25 |
2 | 234750000 | -8.2 | 35 | 256 qam | 13 |
3 | 242750000 | -8.2 | 35 | 256 qam | 14 |
4 | 250750000 | -8.2 | 35 | 256 qam | 15 |
5 | 258750000 | -8.4 | 35 | 256 qam | 16 |
6 | 266750000 | -8.5 | 35 | 256 qam | 17 |
7 | 274750000 | -8.7 | 35 | 256 qam | 18 |
8 | 282750000 | -8.7 | 35 | 256 qam | 19 |
9 | 290750000 | -8.7 | 35 | 256 qam | 20 |
10 | 298750000 | -8.4 | 35 | 256 qam | 21 |
11 | 306750000 | -8.5 | 35 | 256 qam | 22 |
12 | 314750000 | -8.5 | 35 | 256 qam | 23 |
13 | 322750000 | -8.7 | 35 | 256 qam | 24 |
14 | 338750000 | -9 | 35 | 256 qam | 26 |
15 | 346750000 | -9 | 35 | 256 qam | 27 |
16 | 354750000 | -9.2 | 35 | 256 qam | 28 |
17 | 362750000 | -9 | 35 | 256 qam | 29 |
18 | 370750000 | -9.4 | 35 | 256 qam | 30 |
19 | 378750000 | -9.5 | 34 | 256 qam | 31 |
20 | 386750000 | -10.2 | 34 | 256 qam | 32 |
21 | 394750000 | -10.7 | 34 | 256 qam | 33 |
22 | 402750000 | -11.5 | 33 | 256 qam | 34 |
23 | 410750000 | -11.7 | 33 | 256 qam | 35 |
24 | 418750000 | -12 | 33 | 256 qam | 36 |
1 | Locked | 35 | 5661 | 24 |
2 | Locked | 35.7 | 32962 | 49 |
3 | Locked | 35.5 | 17299 | 149 |
4 | Locked | 35.5 | 21980 | 194 |
5 | Locked | 35.5 | 43426 | 661 |
6 | Locked | 35.5 | 30825 | 302 |
7 | Locked | 35.5 | 21305 | 630 |
8 | Locked | 35.5 | 14720 | 72 |
9 | Locked | 35 | 4755 | 31 |
10 | Locked | 35 | 31048 | 10 |
11 | Locked | 35.5 | 29206 | 16 |
12 | Locked | 35.7 | 6931 | 4 |
13 | Locked | 35.5 | 10135 | 16 |
14 | Locked | 35.5 | 10051 | 12 |
15 | Locked | 35 | 4905 | 0 |
16 | Locked | 35.5 | 2016 | 0 |
17 | Locked | 35.7 | 7562 | 2 |
18 | Locked | 35 | 15416 | 11 |
19 | Locked | 34.9 | 11827 | 0 |
20 | Locked | 34.9 | 9953 | 0 |
21 | Locked | 34.4 | 24468 | 0 |
22 | Locked | 33.9 | 96374 | 10 |
23 | Locked | 33.8 | 266561 | 10822 |
24 | Locked | 33.4 | 391638 | 1 |
Answered! Go to Answer
on 03-02-2022 15:40
DS power far too low, range should be -6 to +10. US power right in the top limit, range 34 to 51. You also have a bad line as indicated by the PostRS errors. A VM technician will need to fix this. Wait here a day or two for a VM Mod to pick this up.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 03-02-2022 15:35
1 | 25800000 | 50 | 5120 | 64 qam | 6 |
2 | 32600000 | 50 | 5120 | 64 qam | 5 |
3 | 39400014 | 50 | 5120 | 64 qam | 4 |
4 | 46200063 | 51 | 5120 | 64 qam | 3 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
03/02/2022 13:51:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/02/2022 13:26:47 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/02/2022 22:38:28 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/02/2022 21:15:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/02/2022 11:24:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/02/2022 10:59:2 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/02/2022 22:25:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/02/2022 18:54:42 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2022 22:14:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2022 19:13:2 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2022 18:45:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2022 16:07:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2022 02:49:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/01/2022 01:17:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/01/2022 06:47:45 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/01/2022 02:57:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/01/2022 02:57:23 | Warning! | B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/01/2022 02:56:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/01/2022 02:49:58 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/01/2022 02:49:19 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 03-02-2022 15:40
DS power far too low, range should be -6 to +10. US power right in the top limit, range 34 to 51. You also have a bad line as indicated by the PostRS errors. A VM technician will need to fix this. Wait here a day or two for a VM Mod to pick this up.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 03-02-2022 20:50
Sorry, not 100% sure, how the moderation works on this forum.
Can I keep your answer as a helpful one or do they skip the topics that are marked green?
Thanks a lot for your assistance!
on 04-02-2022 14:01
No the Mods should look at all the posts irrespective.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 06-02-2022 16:00
Hi @bel-akor,
Thank you for your posts and welcome to our community forums. We're here to help.
I am really sorry to hear that you've been facing some broadband service issues recently. I'm going to send you a private message in a few moments so I can take a closer look at what's going on for you.
Please respond to this at your earliest convenience and we can go from there.
Thanks,
on 08-02-2022 13:50
Hi @bel-akor,
Thank you for getting back in touch with us via private message so we could take a closer look at what's going on for you.
As discussed, an engineer visit has now been scheduled and booked. I'm unable to confirm the date/time of the appointment public, but this can be checked and managed/rescheduled if needed via the My Virgin Media online account.
Let us know here how the visit goes either way.
Thanks,
on 26-02-2022 12:55
A quick follow-up.
We had 2 engineer visits:
1. Boosted the signal, the power levels improved but 3 channels are still below the threshold and packet loss came back. Overall ds levels are quite low,
2. After checking everything again, the engineer concluded that we need to change the cable going to the house. Apparently, we have a smaller cable installed outside and that might be the source of the problems.
He said that the VM team will do the works outside and there is no need for our participation, since the works are external. However, we did not get the text confirming that these works are confirmed and scheduled.
If possible, can the mod team please check if the VM visit is booked and the ticket is logged?
Thank you.
on 28-02-2022 13:28
Hi @bel-akor
Thank you very much for coming back to us with an update. I have checked our systems and can confirm that the ticket is logged and the external work is booked for next week.
If you have any further questions please let me know 🙂
Kind regards,
Serena
on 21-03-2022 14:56
Hi,
We had a text saying that the engineers are going to work in our area today. However, there are no improvements in the connection quality and we are not sure, that there were any actual works done today (the time slot was 8-1) and we were not contacted except for the text.
Is it possible to check the status of our ticket and whether there are going to be visits later to replace the cable?
Thank you!