Broadband issues & getting nowhere with virgin.

[Rossbovis]

Hi all,

im coming here as a last resort as I’ve ran out of ideas. I started having issues with my internet around end of November / beginning of December I first raised the issues to virgin 1st December where they tried some remote fixes which if anything seemed to make matters worst.

i have an average of 4 drop outs a day each lasting on average 15m some with a shorter or longer time to reconnect. The errors from the HUB4 are constantly T3 time out… retries exceeded etc. virgin sent a technician 1 out and he came in changed the hub and done some settings in the street box and off he went said it should be good now, that evening the broadband went down again. Back onto virgin technician 2 comes out a week later, after explaining the issues to him and the fault codes I’m getting the answer was “are you sure tech1 changed the router” yes I’m sure… okay well I think it’s a line problem and there’s nothing I can do virgin will investigate you should get an update tomorrow. (Tech 2 was described as a senior technician)

i have heard nothing since and still having the same broadband issues and whenever I speak to virgin they just want to blindly send another technician who turns up and says there is nothing I can do.

at this point I feel my only option is to cancel but if anyone has some ideas feel free to shoot them over however I think most avenues have been exhausted. Myself and my partner work from home a lot and this is causing issues I don’t feel like we should be getting with no resolution. Others on my estate (newer build) are having issues but they are getting the same answers and then support just says there’s no other reported issues in your area.

think broadband monitor link - https://www.thinkbroadband.com/broadband/monitoring/quality/view/813b3101aa3b59ca3894903cac651ada2f2... - started monitoring 15th December.

any other info that is required please let me know, thanks in advance.

[Tudor]

Loos more like a circuit problem, noting VM could do remotely would fix it, please post some stats.

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[Rossbovis]

Hi Tudor,

downstream -

3.0 Downstream channels

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

25	330750000	2.700001	38.605377	QAM256	25
2	146750000	4.800003	37.636276	QAM256	2
3	154750000	4.800003	38.605377	QAM256	3
4	162750000	4.599998	37.636276	QAM256	4
5	170750000	4.199997	37.636276	QAM256	5
6	178750000	3.900002	37.636276	QAM256	6
7	186750000	3.799999	37.636276	QAM256	7
8	194750000	3.700001	37.636276	QAM256	8
9	202750000	3.700001	37.355988	QAM256	9
10	210750000	3.599998	37.636276	QAM256	10
11	218750000	3.299999	37.355988	QAM256	11
12	226750000	3.200001	37.636276	QAM256	12
13	234750000	3.099998	37.636276	QAM256	13
14	242750000	3.099998	37.636276	QAM256	14
15	250750000	3.000000	37.636276	QAM256	15
16	258750000	3.000000	37.355988	QAM256	16
17	266750000	3.000000	37.636276	QAM256	17
18	274750000	3.299999	38.983261	QAM256	18
19	282750000	2.900002	38.983261	QAM256	19
20	290750000	3.000000	38.605377	QAM256	20
21	298750000	3.299999	38.983261	QAM256	21
22	306750000	2.799999	38.605377	QAM256	22
23	314750000	2.700001	38.605377	QAM256	23
24	322750000	2.400002	38.605377	QAM256	24
26	338750000	2.799999	38.605377	QAM256	26
27	346750000	2.900002	38.605377	QAM256	27
28	354750000	2.900002	38.983261	QAM256	28
29	362750000	2.900002	38.605377	QAM256	29
30	370750000	2.799999	38.983261	QAM256	30
31	378750000	2.799999	38.605377	QAM256	31
32	386750000	2.799999	38.983261	QAM256	32

3.0 Downstream channels

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

25	Locked	38.605377	0	0
2	Locked	37.636276	0	0
3	Locked	38.605377	0	0
4	Locked	37.636276	0	0
5	Locked	37.636276	0	0
6	Locked	37.636276	0	0
7	Locked	37.636276	0	0
8	Locked	37.636276	0	0
9	Locked	37.355988	0	0
10	Locked	37.636276	0	0
11	Locked	37.355988	0	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	37.636276	0	0
15	Locked	37.636276	0	0
16	Locked	37.355988	0	0
17	Locked	37.636276	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0
32	Locked	38.983261	0	0

[Rossbovis]

Downstream continued -

1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

39

-1.8

153440668

0

upstream - 

3.0 Upstream channels

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

1	23600000	31.270599	5120 KSym/sec	32QAM	12
2	39400000	30.520599	5120 KSym/sec	64QAM	4
3	46200000	30.020599	5120 KSym/sec	64QAM	3
4	60300000	29.270599	5120 KSym/sec	32QAM	1
5	32600000	31.020599	5120 KSym/sec	32QAM	9
6	53700000	29.770599	5120 KSym/sec	32QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0
6	US_TYPE_ATDMA	0	0	0	0

[Rossbovis]

Network log - 

Network Log

Time Priority Description

Sat Jan 13	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 13	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 13	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 12	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 12	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 12	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 12	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 11	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 10	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 10	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	16 consecutive T3 timeouts while trying to range on upstream channel 11;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Gareth_L]

Hello Rossbovis.

Thank you very much for joining our Community.
Can I just apologise for 
We can run a few tests from here and check on your equipment.
Sadly its not showing anything wrong, So I will need to send you a private message to gain account access and run further tests.
If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[jpeg1]

It will be interesting to hear @Gareth_L 's test results for this problem, which a technician on site has said is a network issue. 

[Rossbovis]

I have replied to Gareth so I will let you know.. my most annoying thing is.. second technician who said there’s nothing he can do it’s network / fibre issues is actually a really nice guy who done the initial install a year before. 

[Rossbovis]

In fairness to Gareth, he has ran some tests and straight away said I have only one upstream and one downstream when it should be four which means it is a fibre issue from cabinet to home. A technician is attending again as they are required to request the fibre team during a visit (which one of the technicians already said they have done) hopefully something gets resolved after this visit / request to the fibre team.

[jpeg1]

Well that is very different to the data that you posted previously. Do let us know how it goes with the next visit.