Virgin Media Community

[bel-akor]

Just to avoid any useless questions about whether the quality of the connection has improved, here is the BQM for today.

It actually is much worse now than it was before any works were done in the area (both in terms of average latency and packet loss).

 

[Zach_R]

Hi @bel-akor,

I am very sorry to hear you're facing some ongoing connection issues. I've checked over things on our systems, and it appears there's a known fault in the area that we're working on. It looks like we've discussed this earlier in the thread too.

The current estimated fix date/time is approximately 9:00am on April 20th 2022. Apologies for the ongoing inconvenience.

Thanks,
 

[bel-akor]

Hello, Zach,

Yes the area fault was supposed to be fixed several times already, it seems. We also had a new cable installation proposed by an engineer, which never happened as well.

How long does it take to fix these issues? It will be 3 months, which is insane to have this going and more than enough time to solve all the problems. Not having a reliable connection for 3 months despite immediately reporting all the faults are providing extensive information from our side is an unimaginably poor service.

When will we have the area problems sorted for good and when will the new cable be installed?

I would really like to avoid being asked whether the issues are suddenly gone by themselves while no substantial work has been done for for the fix. So please, provide some specific dates for when we can expect the services to be fully functional, not in another stage of waiting for another obscure an distant fix date.

Thank you.

[Lee_R]

Hi @bel-akor thanks for getting back to us.

I am really sorry to hear your connection issues are ongoing.  I have checked our systems from here and can confirm my colleague's advice regarding the area issue is still up to date.  The estimated fix date/time is 20th April at 9:00am.  However (and I am really sorry) I do need to advise that this is an estimated date/time only.  I fully appreciate your frustration, especially around the length of time that you've had the issue for.  Ideally we would like to have the issue resolved much quickly than it's taking.  As for the matter of your external cabling, I am going to drop you a quick private message, so that we can investigate this on your behalf.

Regards

Lee_R

[bel-akor]

Hello,

I'm posting an update on the situation. Looks like the constant packet loss is gone for now, so at least there's that. However, the BQM seemingly became worse overall on top of the huge latency spikes and packet loss happening between 8-10 PM (screenshot attached). There was an explanation for this from another topic but it would be nice to receive some comment on it. Are the local/global latency issues going to be addressed? If the is a local fault involved on top of the global routing issues, do we need to wait for another engineer visit or areal fix? Please see the attached screenshot for reference. I am referring to the local problems because, fi we exclude the peak time routing pattern, the BQM is still showing a lot of spikes for our connection specifically. On previous days, while the packet loss was present, there were much less spikes.

Also, it seems that the service status page's interface changed. I can't check the are status now and I'm getting a different message instead (also attached). Please advise, whether this is a known situation? I don't have immediate access to the account to check it every time. Previously it gave info about the faults in the area.

Thank you

[bel-akor]

I would also like to add that the DS channels' power levels are still below the normal range and the upstream is almost at the highest threshold even though this was reported and identified since the very first engineer visit way back:

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

1	330750000	-3.9	36	256 qam	25
2	234750000	-3.5	36	256 qam	13
3	242750000	-3.7	36	256 qam	14
4	250750000	-3.5	36	256 qam	15
5	258750000	-3.7	36	256 qam	16
6	266750000	-3.7	36	256 qam	17
7	274750000	-3.7	36	256 qam	18
8	282750000	-3.5	36	256 qam	19
9	290750000	-3.7	36	256 qam	20
10	298750000	-3.2	36	256 qam	21
11	306750000	-3.2	37	256 qam	22
12	314750000	-3.4	37	256 qam	23
13	322750000	-3.7	36	256 qam	24
14	338750000	-4	36	256 qam	26
15	346750000	-4.4	36	256 qam	27
16	354750000	-4.5	36	256 qam	28
17	362750000	-4.5	37	256 qam	29
18	370750000	-4.9	36	256 qam	30
19	378750000	-5	36	256 qam	31
20	386750000	-5.5	36	256 qam	32
21	394750000	-6	36	256 qam	33
22	402750000	-6.7	35	256 qam	34
23	410750000	-7	35	256 qam	35
24	418750000	-7.4	35	256 qam	36

Downstream bonded channels

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

1	Locked	36.3	13401	11
2	Locked	36.6	30898	49
3	Locked	36.3	46514	0
4	Locked	36.6	32754	356
5	Locked	36.6	35044	503
6	Locked	36.6	41653	22
7	Locked	36.6	36212	24
8	Locked	36.6	112454	28
9	Locked	36.6	162444	145
10	Locked	36.6	76938	11
11	Locked	37.3	104118	117
12	Locked	37.6	393839	10328
13	Locked	36.6	53058	60
14	Locked	36.6	143123	330
15	Locked	36.6	25279	4
16	Locked	36.6	6042	0
17	Locked	37.3	23710	14
18	Locked	36.6	74145	25
19	Locked	36.3	2103	0
20	Locked	36.3	10946	6
21	Locked	36.6	40621	4
22	Locked	35.7	27851	14
23	Locked	35.5	34502	59495
24	Locked	35.7	40999	0

Upstream bonded channels

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

1	60300000	49.8	5120	64 qam	1
2	39400000	45.8	5120	64 qam	4
3	46200031	46.8	5120	64 qam	3
4	53699998	48.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

 

[bel-akor]

Network Log

Time Priority Description

28/04/2022 19:57:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 07:35:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 06:56:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 06:34:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 04:45:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 18:50:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 18:12:46	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 18:12:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 02:48:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 01:21:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 22:14:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 18:29:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 02:08:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 00:21:22	notice	SW download Successful - Via NMS
26/04/2022 00:19:38	notice	SW Download INIT - Via NMS
25/04/2022 23:05:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:39:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:33:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 22:15:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 19:43:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Martin_N]

Hi bel-akor,

Thank you for your post. I'm very sorry for the issues you're having with your broadband service. 

I have taken a look on our system and it is showing you have a reported area fault. 

The fault reference for this is: F009761777.

The estimated fix date is: 03 MAY 2022

^Martin

[bel-akor]

I assume nothing has been fixed and, let me guess, the estimated date for the fix is sometime next week?

The DS channels are getting worse, the global evening latency problem is not resolved and quite honestly I don't know, what this company is doing.

[Paul_DN]

Hi bel-akor,

Thank you for reaching back out, apologies for any inconvenience caused, there is still an SNR issue in the are, (Signal to Noise Ratio) this is generally caused by a damaged or exposed cable making noise on the Network and can take a while to locate and fix, this was raised on 09/04/22 and the estimated fix date which may change is 11/05/22.

Regards

Paul.