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DDR400
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Area Outage 12 months - Jitter in high hundreds - Unstable speed - Unusable/Unacceptable

Hi,

I'm hoping a Virgin Team member can pick this up and contact me directly.

I have been experiencing severe issues since before March 25th 2020 where an area issue was then reported going in to lock down - yet to be resolved apparently after finally managing to speak to someone again.

Since that time my connection has been unusable, speed fluctuations are one thing but Jitters in the high hundreds make it a nightmare.

Unfortunately the phone signal in my area (Inside the M25 so hardly the countryside) is non existent so I rely on Wifi calling, this is unusable. My business line is also VOIP, rendered unusable. Any voice applications such as Skype, Zoom etc unusable, wired and wifi. Not to mention compete disconnections thought-out the day and speeds in the 0.01mbs.

Effectively this has cut off the majority of communications to the outside world, FOR A YEAR.

Virgin have happily put the price of my service up twice during this period. My service being M200 and has cost me circa £600 so far during the fault while providing a "service" that is not fit for purpose.

Repeatedly having to battle to try and log a fault because "I'm sorry sir this is a very bad line" makes it impossible as I have to use Virgin to log the fault. I do sometimes get a break and can speak to someone long enough. The estimated time of fix (Today its the 10th of March 2021) has been kicked down the road since 25th of March 2020. No one can tell me what the actual issue is, or what they are actually doing to resolve any of this. I have no faith in the 10th actually being the fix date as this hasn't been met once. Despite being told it was resolved twice I was told on the phone today that that wasn't the case and this has been outstanding since the 25th of March 2020. I would like some better answers here, because this is now beyond a joke. I've been battling to try and get an engineer on site for sometime as I believe I have faults outside of the larger issue. For example, on installation day my cable hadn't even been connected in the cab and they had to jump off the neighbour as a temp fix. When I was connected to my own cable the engineer did express some concerns but said the noise should quieten down in a couple of days- It didn't.

I have a tech logged for this coming Monday but have been told that they will most likely look at it on their system and state the area issue is the fault and not look any further or attend site. This area fault does not show on the app or on the My Virgin site when running a test, but happily tells me everything is working as it should.

I've invested in an Asus RT-AX86U to test but the problems remain and the fault is defiantly outside of this building.

Virgin's departments are so compartmentalised that no-one can see any information or deal with anything outside their very narrow scope. My complaints have been logged but I never hear anything more. I would have to make three separate contact attempts to 1) Log the fault 2) Complain 3) Understand how they can continue to charge £49.50 a month for something that hasn't worked in over a year!

During the entirety of lock down we have effectively been cut off from doing business properly when working from home as well as being unable to speak with family and friends. And each time Virgin is contacted the fix is always around 9 days away... well that's been going on for over a year.

I would like someone to:

- Tell me exactly what is going on, what the fault is, what is the delay, what is happening and what has been done. because "There is an area fault" isn't cutting it anymore. I also want to know the REAL fix date on this rather than the infinitely expanding fix dates. I'm happy to speak in their technical language.

- Ensure an engineer attends site to do some proper testing as I had a fault before the area fault which I have now been wrapped up in.

- I certainly want to discuss my bill for the time this has been going on! And to keep increasing it on an unusable service is rage inducing.  

- Most of all I want this resolved, I want this to work as it should and be able to communicate with the outside world.

So far the service I have received in trying to resolve this has been non existent and everyone I speak to doesn't have access to any information what-so-ever. This whole situation is is beyond unacceptable.

I need someone to pick this up and actually be of some use here.

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jbrennand
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Re: Area Outage 12 months - Jitter in high hundreds - Unstable speed - Unusable/Unacceptable

A VM person will respond on here but may take a few days up to a week to respond.

In the meantime people on here may be able to help if you can do the following....
-------------------------------

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
DDR400
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Re: Area Outage 12 months - Jitter in high hundreds - Unstable speed - Unusable/Unacceptable

Thanks for your input John.

 

Below are the tables. I'm now running in Modem mode with the new router. The network logs are a bit sparse so not sure when they clear. There doesn't seem to be much jumping out at me but you might be able to see things I can't. Even if things are correct on my end this area issue has been going for a year and made all devices a total disaster, wired or wireless. My wifi is rock solid too.

 

I've also set up the monitor as per your suggestion and made sure the router is set to respond to ICMP Echo on the firewall.

Live Graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a3383d971c4263083c6d2d89d4d769c201...

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

162750000

-2.7

36

256 qam

4

2

138750000

-2.7

35

256 qam

1

3

146750000

-2.7

35

256 qam

2

4

154750000

-2.9

36

256 qam

3

5

170750000

-2.5

36

256 qam

5

6

178750000

-2.5

36

256 qam

6

7

186750000

-2.5

36

256 qam

7

8

194750000

-2.5

36

256 qam

8

9

202750000

-2.7

36

256 qam

9

10

210750000

-2.9

36

256 qam

10

11

218750000

-3

36

256 qam

11

12

226750000

-3.2

36

256 qam

12

13

234750000

-3.5

36

256 qam

13

14

242750000

-3.7

36

256 qam

14

15

250750000

-3.7

36

256 qam

15

16

258750000

-3.7

36

256 qam

16

17

266750000

-3.4

36

256 qam

17

18

274750000

-3.2

37

256 qam

18

19

282750000

-3

37

256 qam

19

20

290750000

-2.9

37

256 qam

20

21

298750000

-2.5

37

256 qam

21

22

306750000

-2.4

37

256 qam

22

23

314750000

-2.4

37

256 qam

23

24

322750000

-2.5

37

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

36.6

13

0

2

Locked

35.7

35

0

3

Locked

35.7

18

0

4

Locked

36.3

9

0

5

Locked

36.3

7

0

6

Locked

36.6

6

0

7

Locked

36.3

6

0

8

Locked

36.6

7

0

9

Locked

36.6

6

0

10

Locked

36.3

5

0

11

Locked

36.6

6

0

12

Locked

36.6

4

0

13

Locked

36.3

4

0

14

Locked

36.6

5

0

15

Locked

36.6

12

0

16

Locked

36.6

13

0

17

Locked

36.6

7

0

18

Locked

37.3

5

0

19

Locked

37.6

5

0

20

Locked

37.3

5

0

21

Locked

37.3

5

0

22

Locked

37.3

5

0

23

Locked

37.6

4

0

24

Locked

37.6

4

0

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

25799991

45.3

5120

64 qam

5

2

32599976

45.3

5120

64 qam

4

3

39399993

45.3

5120

64 qam

3

4

46200073

45.3

5120

64 qam

2

 

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

0

0

4

ATDMA

0

0

0

0

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DDR400
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Re: Area Outage 12 months - Jitter in high hundreds - Unstable speed - Unusable/Unacceptable

Network Log

Time

Priority

Description

04/03/2021 14:22:7

notice

LAN login Success;CM-MAC=;CM-VER=3.0;

04/03/2021 14:21:23

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CM-VER=3.0;

03/03/2021 00:14:42

critical

No Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;

03/03/2021 00:11:4

Warning!

RCS Partial Service;CM-CM-QOS=1.1;CM-VER=3.0;

03/03/2021 00:11:4

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-;CM-QOS=1.1;CM-VER=3.0;

03/03/2021 00:11:3

Warning!

RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;

03/03/2021 00:11:2

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-CM-QOS=1.1;CM-VER=3.0;

03/03/2021 00:09:5

Warning!

Lost MDD Timeout;CM-CM-QOS=1.1;CM-VER=3.0;

03/03/2021 00:09:5

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-CM-QOS=1.1;CM-VER=3.0;

01/03/2021 14:24:14

Warning!

RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;

26/02/2021 04:08:51

critical

No Ranging Response received - T3 time-out;CM-CM-QOS=1.1;CM-VER=3.0;

26/02/2021 01:42:53

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-=1.1;CM-VER=3.0;

26/02/2021 01:42:53

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-;CM-QOS=1.1;CM-VER=3.0;

25/02/2021 08:09:5

critical

No Ranging Response received - T3 time-out;CM-CM-QOS=1.1;CM-VER=3.0;

22/02/2021 09:31:23

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-;CM-QOS=1.1;CM-VER=3.0;

22/02/2021 09:31:23

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-;CM-QOS=1.1;CM-VER=3.0;

20/02/2021 01:05:31

critical

No Ranging Response received - T3 time-out;CM-M;CM-QOS=1.1;CM-VER=3.0;

18/02/2021 21:31:23

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-;CM-QOS=1.1;CM-VER=3.0;

18/02/2021 21:31:23

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-9;CM-QOS=1.1;CM-VER=3.0;

15/02/2021 12:37:12

critical

No Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;

 

And just for giggles some speed tests from the Asus router out. These are the ones that didn't fail completely (Added Field names to first entry as Key) As you can see from those limited tests I have Jitter as high as 1260 and up to 34% Packet Loss, and as mentioned this are the successful tests. It's incredibly erratic.

Date: 2021/3/4

Time: 15:07

 

Download (Mpbs) 38.13

 

Upload (Mbps) 12.22

Ping 25.89

Jitter 305.34

Loss 0

 

2021/3/4

15:04

 

37.46

 

14.29

22.88

14.28

0

 

2021/3/4

15:03

 

61.33

 

13.54

37.20

158.66

34.00

 

2021/3/4

15:03

 

38.45

 

10.33

17.51

1260.46

0

 

2021/3/4

14:52

 

38.47

 

10.75

8.73

55.63

0

 

2021/3/4

14:51

 

82.83

 

12.13

15.30

71.89

0

 

2021/3/4

14:44

 

5.87

 

13.30

18.74

37.76

0

 

2021/3/4

14:44

 

165.67

 

14.28

4.33

5.81

0

 

2021/3/4

14:43

 

42.04

 

9.96

15.73

14.60

 

2021/3/4

14:40

 

3.28

 

12.55

16.38

90.71

0

 

2021/3/4

14:39

 

41.52

 

7.11

22.64

3.66

0

 

2021/3/4

12:11

 

154.35

 

12.80

28.32

156.90

0

 

2021/3/4

11:27

 

113.17

 

14.19

43.40

271.73

0

 

2021/3/4

11:26

 

69.10

 

10.88

12.89

199.36

0

 

2021/3/4

11:25

 

108.80

 

13.61

13.40

170.40

0

 

2021/3/4

11:24

 

115.82

 

14.34

13.20

277.11

0

 

2021/3/4

11:24

 

173.94

 

13.38

25.25

697.15

0

 

2021/3/4

11:06

 

78.14

 

14.11

12.84

52.82

0

 

2021/2/22

17:58

 

217.32

 

20.55

9.63

29.64

0

 

 

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jbrennand
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Re: Area Outage 12 months - Jitter in high hundreds - Unstable speed - Unusable/Unacceptable

Stats all look ok - BQM is truly awful !

I think your original diagnosis is correct there is a network issue. I will flag for VM staff to come and advise on what is happening.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Area Outage 12 months - Jitter in high hundreds - Unstable speed - Unusable/Unacceptable

You should also start exploring an alternative supplier. Are there any good options in your location?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Area Outage 12 months - Jitter in high hundreds - Unstable speed - Unusable/Unacceptable

Thank you John, much appreciated.  A year of this "Service" like this and I've had enough. 

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Re: Area Outage 12 months - Jitter in high hundreds - Unstable speed - Unusable/Unacceptable

Nothing with these Kinds of speeds as I think Virgin are the only people offering Fibre, I'm in a London Borough, not out in the sticks. I'd always been a fan of Virgin as typically it had been rock solid, I'd recommend them at the drop of a hat and have actually been fighting to keep this in the house, over moviing to BT or SKY or whoever. I need a decent connection with my work and at my previous address (4 miles away) was more than happy. I just want what I'm paying for to work, not have to move supplier for what should be substandard offerings. 

I could probably move to a different supplier and get 30mb. But I don't want the answer after paying for a year to be find someone else. I've been promised time and again that the fix is X days away.  I was sold 200mb and they have failed to deliver a usable service and have been unable to give me any actual answers, which I now want.

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Re: Area Outage 12 months - Jitter in high hundreds - Unstable speed - Unusable/Unacceptable

Thanks for the post DDR400.

 

We can see there's currently an area fault which may be affecting your services relating to SNR.

 

I'll include the details of this below.

Reference: F008853731   
Estimated repair time: 11 MAR 2021 16:30

 

Sorry for any inconvenience caused.

 

Thanks, Emily.

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DDR400
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Re: Area Outage 12 months - Jitter in high hundreds - Unstable speed - Unusable/Unacceptable

Emily, did you read any of the initial issue!

This area fault has been going since the 25th of March 2020!

Giving me a reference number and a fix day which means nothing, I was told the 10th this morning by the way, is ridiculous.  Then a casual " Sorry for any inconvenience caused" sign off just isn't going to cut it. That fix date has been kicked down the road for a year. I need actual answers here. I'm paying for something I cant use, you have increased the price twice.

How do I escalate this? This has been going on for a year. Your response is unacceptable at this point.

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