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Abysmal service

For months now my internet has been intermittent at best, had an engineer out a few weeks ago and since his visit it's flat out broken as you can clearly see here. The first image is as it's been yesterday to now, the others are just random days, every day is like this now.

e3bc2aba7a8a9ee15c7618a29bac761530b65a9b-05-10-2019.pngb84a58d734003951aa42c56c673e6d286b23f16c-08-09-2019.pngb68774386c38b5694a5a284c7bfec1104ae9013e-29-09-2019.pngb8b44b0ca6fd4b5193fd35dfddf390791cbf064e-15-09-2019.png

Any chance of this being sorted out?

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Re: Abysmal service

Ok, no idea why but the images that were visible in the preview seem to be missing, guess the forum is as broken as the service, smh..
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Re: Abysmal service


@Genshin wrote:
Ok, no idea why but the images that were visible in the preview seem to be missing, guess the forum is as broken as the service, smh..

All images require approval before they can be viewed publicly.  As you posted in the wee small hours when there are no mods working it takes a bit longer for approval. I have approved your images now so they should be visible shortly.

This is primarily a community site where customers try to help each other and VM staff step in when needed.  The BQMs you have posted show an unhealthy connection.  Would it be possible to post the stats from your hub?  If we see anything untoward in the hub stats we can advise and when necessary flag the thread if an urgent staff response is required.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information.

Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

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Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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Re: Abysmal service

Hey Scott, thanks for the help. Yeah I should have realised the images would need approval  but I was kinda fizzing after yet another evening of watching the Netfilx buffering icon spinning away. Anyway, here's the info you asked for.

Downstream

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

12987500001.940256 qam21
21947500001.536256 qam8
3202750000238256 qam9
42107500002.538256 qam10
52187500002.531256 qam11
62267500002.733256 qam12
72347500001.737256 qam13
8242750000136256 qam14
92507500001.736256 qam15
102587500001.437256 qam16
112667500001.237256 qam17
122747500001.938256 qam18
132827500001.938256 qam19
142907500001.738256 qam20
153067500001.440256 qam22
163147500001.538256 qam23
173227500001.438256 qam24
18402750000135256 qam25
194107500000.735256 qam26
204187500000.235256 qam27
21426750000035256 qam28
22434750000-0.234256 qam29
23442750000-0.733256 qam30
24450750000-0.432256 qam31



Downstream bonded channels

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

1Locked40.339451457
2Locked36.6219876323292
3Locked38.63104321790
4Locked38.65306322274
5Locked31.9538139352816166240
6Locked33.3706911932318720696
7Locked37.677274060023
8Locked36.61753381171
9Locked36.3349111124
10Locked37.3618771558
11Locked37.31579951671
12Locked38.91142161491
13Locked38.629730540
14Locked38.926361309
15Locked40.319401341
16Locked38.917331071
17Locked38.922541293
18Locked35.724314930
19Locked35.7762101073
20Locked35.712478979
21Locked35.545869404
22Locked34.33497165880
23Locked33.7105900917849
24Locked32.7183566720529
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Re: Abysmal service

Upstream

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

1394000025.4512064 qam10
2461999814.95512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
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Re: Abysmal service

Network Log

Time Priority Description
06/10/2019 01:05:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:05:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:06:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:06:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:07:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:07:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:07:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:07:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:09:29Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:09:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:10:2Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:10:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:10:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:10:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:10:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:10:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:10:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:10:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:15:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 01:15:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Abysmal service

Wow, the hub stats are as unhealthy as the BQMs suggested.  Several of the downstream channels have SNR figures which are too low and that probably explains the high Post RS errors on those channels.  The upstream only has two channels, when four is more usual, but some areas currently only get two. However one of the channels has a power level of 54 and the max recommended is 51.  The network log is full of worrying errors.

Either something new cropped up since your technician visit or they failed to identify and correct the issue.  Regardless, this looks to me like you need another technician to visit and investigate why the issues I have highlighted above are occurring.

You can call VM to report the fault and try to book a technician visit or wait for one of the forum team to get to this thread and they can help you book a visit.

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Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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Re: Abysmal service

Thank you for your post Genshin.

 

I'd like to take a look our side and book that technician appointment for you but to do so I'll need to access the account.

 

I'm going to pop you over a private message now with some security questions if you can please respond to this by going to the purple envelope in the top right.

 

Thank you, Emily.