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MalcL
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Broadband continuing to drop with pixelating TV

Been a VM customer for 18 years.  Generally things have worked well.  However,  our network performance this year has been, let’s say, not great with 5 engineers sent out (some better than others - the last one just shrugged his shoulders and said there was nothing he could do).  Great.  Before thinking about find another provider or raising a formal complaint about the service am hoping this Community may be able to help.  We are a family of 4, all with i-phones.  We have 350MB fibre broadband, 3 Tivo boxes and an extender upstairs to reach the bedrooms who’s access to the network has only improved since the extender was put in.  Worked from home today and network has dropped about 5 times.  

Following another thread i downloaded this network log:

Network Log

Time

Priority

Description

19/09/2019 12:27:28

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 12:27:48

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 12:27:48

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 12:28:8

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 12:28:8

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 12:28:28

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 12:28:28

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:04:46

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:08:40

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:08:41

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:08:48

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:09:0

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:09:1

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:09:20

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:09:21

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:09:40

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:09:41

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 13:12:33

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 14:29:16

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/09/2019 14:29:19

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

All connections in the house have been checked and appear ok.

Any ideas or should we get yet another engineer out.  Thanks.

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Superuser
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Message 2 of 11
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Re: Broadband continuing to drop with pixelating TV

Post your upstream and downstream stats from your HUBS interface

 

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MalcL
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Re: Broadband continuing to drop with pixelating TV

Thanks for your response.  Hope this helps:

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700000

4.75

5120

64 qam

2

2

39399979

4.95

5120

64 qam

4

3

46199979

4.85

5120

64 qam

3

4

60299986

4.8

5120

64 qam

1

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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MalcL
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Message 4 of 11
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Re: Broadband continuing to drop with pixelating TV

2 of 2:

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

298750000

9

40

256 qam

21

2

138750000

9.4

40

256 qam

1

3

146750000

9.5

40

256 qam

2

4

154750000

9.6

40

256 qam

3

5

162750000

9.5

40

256 qam

4

6

170750000

9.8

40

256 qam

5

7

178750000

9.5

40

256 qam

6

8

186750000

9.5

40

256 qam

7

9

194750000

9.5

40

256 qam

8

10

202750000

9.1

40

256 qam

9

11

210750000

8.9

40

256 qam

10

12

218750000

8.5

40

256 qam

11

13

226750000

8.6

40

256 qam

12

14

234750000

8.5

40

256 qam

13

15

242750000

8.3

40

256 qam

14

16

250750000

8.3

40

256 qam

15

17

258750000

8.1

40

256 qam

16

18

266750000

8.4

40

256 qam

17

19

274750000

8.3

40

256 qam

18

20

282750000

8.5

40

256 qam

19

21

290750000

8.6

40

256 qam

20

22

306750000

8.9

40

256 qam

22

23

314750000

8.8

40

256 qam

23

24

322750000

8.6

40

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

41748

9047

2

Locked

40.3

1723607

419163

3

Locked

40.9

1412592

367534

4

Locked

40.3

1264203

298498

5

Locked

40.9

1437929

341946

6

Locked

40.3

922568

345398

7

Locked

40.9

840000

146230

8

Locked

40.3

139350

36561

9

Locked

40.9

35469

14346

10

Locked

40.9

25023

12284

11

Locked

40.3

16766

10201

12

Locked

40.9

19507

7391

13

Locked

40.3

37011

10667

14

Locked

40.3

38577

12884

15

Locked

40.9

24132

8917

16

Locked

40.3

17910

8571

17

Locked

40.3

21738

10927

18

Locked

40.9

30270

9348

19

Locked

40.3

21676

7225

20

Locked

40.9

8330

7303

21

Locked

40.9

9961

8899

22

Locked

40.9

24494

7981

23

Locked

40.3

6592

8331

24

Locked

40.3

7730

6468

 

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Superuser
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Helpful Answer

Re: Broadband continuing to drop with pixelating TV

Downstream is too high, you'll likely need an engineer.

@ModTeam  can someone get a look and arrange an engineer if needed.

 

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MalcL
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Message 6 of 11
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Re: Broadband continuing to drop with pixelating TV

Kippies, thank you!

@ModTeam, look forward to hearing from you soon re booking an engineer.

 

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Forum Team
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Message 7 of 11
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Re: Broadband continuing to drop with pixelating TV

Hi MalcL. 

 

Thanks for your post 🙂

 

I've popped you over a private message so I can arrange an engineer.

 

thanks,

 

Alex_Rm

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poopy007
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Message 8 of 11
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Re: Broadband continuing to drop with pixelating TV

I am getting the same problem, internet connection keeps dropping both on ethernet and WiFi plus TV’s are pixelating. Had four engineers appointment made, but Virgin cancelled three times as they say there is an area fault. They have since sent me a new router that cured the problem for a few days. They then finally sent out an engineer and he replaced the splitter and some equipment in the outside cabinet, again everything started working for a few days. Now we are experiencing intermittent drops and pixelation, but Virgin Technical Support in India says ‘everything is ok.’  Can someone help?

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Forum Team
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Re: Broadband continuing to drop with pixelating TV

I have had a quick look at the area for you and can see that you are impacted by an SNR issue currently. This can cause slow speeds and intermittent connections.  

 

This has been raised under reference number F007441415. Currently the estimated fix date is showing to be 1st October at around 9am. Times are only estimated and as such can change. 

 

Please do feel free to pop back to our wall at anytime for any updates, just quote the reference number above. 

 

Cheers

Katie - Forum Team


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


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poopy007
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Message 10 of 11
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Re: Broadband continuing to drop with pixelating TV

Due to the time in responding to my query I have spoken to someone else yesterday from Virgin who assured me that an engineer will attend my property on Friday between 12-4pm.  The TV’s are pixelating really bad and the internet connection is continually dropping out.

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