Virgin Media Community

[bel-akor]

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

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

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

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

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

[bel-akor]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

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

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

Network Log

Time Priority Description

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;

[Adduxi · Accepted solution]

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.

[bel-akor]

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!

[Adduxi]

No the Mods should look at all the posts irrespective.

[Zach_R]

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,
 

[Zach_R]

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,
 

[bel-akor]

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.

[Serena_C]

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

[bel-akor]

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!