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YazDit
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Poor Service

Hi everyone, 

I've had this issue for a while now. I am having issues with constant lag and ping spikes whilst trying to play online or watch anything on the internet its just unusable internet connection. I have the Hub 3 with 200 MB the issue has been there for a while now I have contacted virgin media multiple times and received an email that they have fixed the issue in the area but nothing resolved my problem. the service status used to show interruption on the cabling running into my home but shows no issues now. I tried restarting, resetting, modem mode etc. Ive had enough of calling with no fix to be found could some one please help

 

 

 

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YazDit
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Re: Poor Service

 
 
 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000006.937256 qam25
21870000002.535256 qam7
31950000002.536256 qam8
4203000000235256 qam9
52110000001.535256 qam10
62190000001.235256 qam11
72270000001.435256 qam12
82350000001.235256 qam13
92430000000.935256 qam14
10251000000135256 qam15
11259000000236256 qam16
122670000002.536256 qam17
132750000003.536256 qam18
142830000004.537256 qam19
152910000004.837256 qam20
162990000005.537256 qam21
173070000006.637256 qam22
183150000006.537256 qam23
193230000006.937256 qam24
203390000006.337256 qam26
21347000000637256 qam27
223550000005.437256 qam28
233630000004.537256 qam29
243710000003.737256 qam30


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.630415
2Locked35.774931096
3Locked36.371741282
4Locked35.73991473
5Locked35.72962103
6Locked356075232
7Locked35.52515118
8Locked35.52580146
9Locked35.52312120
10Locked35.72368106
11Locked36.3156263
12Locked36.3103616
13Locked36.666614
14Locked37.35850
15Locked37.33810
16Locked37.34837
17Locked37.637811
18Locked37.33734
19Locked37.63089
20Locked37.63367
21Locked37.634719
22Locked37.633410
23Locked37.63733
24Locked37.65827

 


 

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YazDit
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Re: Poor Service

 
 

Network Log

Time Priority Description
23/11/2021 20:20:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2021 13:30:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 22:34:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2021 20:27:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2021 20:47:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2021 20:40:2noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2021 20:00:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2021 19:32:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2021 14:42:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2021 14:42:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2021 02:42:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2021 02:25:39criticalReceived 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;
11/11/2021 02:25:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2021 02:24:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2021 02:24:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2021 02:24:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2021 02:24:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 15:20:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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YazDit
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Re: Poor Service

 
 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000044.8512064 qam6
22580000043.8512064 qam8
33260000044.8512064 qam7
44620000044.8512064 qam5


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Andrew-G
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Alessandro Volta
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Re: Poor Service

I'd agree that the BQM looks like over-utilisation, but posted stats show downstream power levels are all over the place.  I'll mark that for staff to take a look and advise.  If, once the power levels are sorted the BQM still looks like a French impressionist's sunset, then I'd say certainly over-utilisation.

Over-utilisation is a VM horror story, and a search of the forums will explain why.

YazDit
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Re: Poor Service


@Andrew-G wrote:

I'd agree that the BQM looks like over-utilisation, but posted stats show downstream power levels are all over the place.  I'll mark that for staff to take a look and advise.  If, once the power levels are sorted the BQM still looks like a French impressionist's sunset, then I'd say certainly over-utilisation.

Over-utilisation is a VM horror story, and a search of the forums will explain why.


Thank you so much for your helpful reply. 

Can I ask what causes high power levels ? 

When I contacted VM (like 3-4 times a week) some agents mentioned a utilization issue but others said that there was a server issue. they did all agree that it will be fixed soon. A week ago i received an email that everything was SORTED but apparently not. 

I hope I'm not a character in that horror story  

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Paulina_Z
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Re: Poor Service

Hi @YazDit,

Welcome to our Community Forums! Thank you for your first post, and I'm sorry to hear that you've been experiencing some ongoing issues with your connection! I understand that this is very frustrating.

I was able to locate your account, and after running some checks, I can see that there is a Utilisation outage active in your area at the moment. I understand that this is very frustrating.

At the moment, the estimated fix time for this issue is 31/12/21 at 15:55. The Fault number is F009445965.

Our team is working hard to have this issue resolved for you as soon as possible. Apologies for any inconvenience caused.

Thank you.

Paulina_Z
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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Andrew-G
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Alessandro Volta
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Message 10 of 13
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Re: Poor Service


@YazDit wrote:  Can I ask what causes high power levels ?   When I contacted VM (like 3-4 times a week) some agents mentioned a utilization issue but others said that there was a server issue. they did all agree that it will be fixed soon. A week ago i received an email that everything was SORTED but apparently not.   I hope I'm not a character in that horror story  

The hub negotiates power levels with VM's network equipment.  The power levels your hub was reporting aren't directly too high, but they're too widely spread, and that implies some line noise, or that the signal amplifier in the street cabinet has not been properly setup.  Unfortunately getting that fixed won't help resolve the admitted over-utilisation, where you are a main character (your role: tragic victim).  

Here's my take.  If in your shoes, based on what I've seen time and again, I'd be considering whether there's any acceptable Openreach options (see subsequent post in the linked thread).

 

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