Broadband keeps dropping out

[AWilcock]

Hi - have had longstanding issues of broadband just dropping out at variable frequencies from every few hours to every few minutes. The outage lasts seconds to hours. On repeat testing of the network it says all is fine (except for once where is said there was a known issue that had gone when rechecked 24h later); I have rebooted hub multiple times. Have followed other threads on the forum and have accessed hub and basically says move everything closer, but the fault happens even when standing next to hub!

Looking at some of the answers I believe this is probably also the case for me:

"I have been able to locate your account and can see an issue with your downstream power levels that would need an engineer to resolve the issue."

PLEASE can someone from virgin acknowledge this problem and instruct an engineer to help resolve my issue. 

MANY THANKS

[AWilcock]

Adding log data from hub

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 9.8 38 256 qam 1
2 147000000 10 38 256 qam 2
3 155000000 9.9 38 256 qam 3
4 163000000 9.6 38 256 qam 4
5 171000000 9.5 38 256 qam 5
6 179000000 9.5 38 256 qam 6
7 187000000 9.9 38 256 qam 7
8 195000000 9.6 38 256 qam 8
9 203000000 9.1 38 256 qam 9
10 211000000 9 38 256 qam 10
11 219000000 8.9 38 256 qam 11
12 227000000 8.5 38 256 qam 12
13 235000000 8 38 256 qam 13
14 243000000 7.8 38 256 qam 14
15 251000000 8.3 38 256 qam 15
16 259000000 8.4 38 256 qam 16
17 267000000 8.5 38 256 qam 17
18 275000000 8.9 38 256 qam 18
19 283000000 8.9 38 256 qam 19
20 291000000 8.5 38 256 qam 20
21 299000000 8.5 38 256 qam 21
22 307000000 8.5 38 256 qam 22
23 315000000 8.6 38 256 qam 23
24 323000000 9.1 38 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 13 0
2 Locked 38.6 14 0
3 Locked 38.6 10 0
4 Locked 38.9 11 0
5 Locked 38.6 3 0
6 Locked 38.6 11 0
7 Locked 38.6 5 20
8 Locked 38.9 12 0
9 Locked 38.6 9 0
10 Locked 38.6 16 0
11 Locked 38.9 12 0
12 Locked 38.9 10 0
13 Locked 38.6 10 0
14 Locked 38.9 9 0
15 Locked 38.6 8 0
16 Locked 38.6 13 0
17 Locked 38.6 16 0
18 Locked 38.6 7 0
19 Locked 38.9 7 0
20 Locked 38.9 9 0
21 Locked 38.9 26 0
22 Locked 38.6 9 0
23 Locked 38.6 8 0
24 Locked 38.9 9

Upstream bonded channels

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

1	46200000	39.3	5120	64 qam	1
2	39400083	39.3	5120	64 qam	2
3	32600000	39.3	5120	64 qam	3
4	25800059	37.8	5120	32 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log

Time Priority Description

10/03/2022 17:49:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 17:35:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 11:21:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2022 14:37:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2022 02:45:51	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2022 02:42:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 21:00:33	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 20:56:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 20:10:29	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 20:07:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 17:40:21	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2022 16:12:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2022 14:42:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 15:16:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 02:42:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 18:11:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 14:42:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2022 10:37:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand · Accepted solution]

There are few things that are not quite right. You down channels power levels are all very high. 10dBmV is the recommended maximum and all yours are very near that with `channel 2 actually above that. Also one Up channel has dropped qam to 32 (should all be at 64). This could be causing your issues.

So it would need a Tech visit to investigate and sort out. A VM person should respond on here in a day or two if you get no help from calling CS.

[AWilcock]

Dear John

Many thanks for your helpful response confirming that there is something amiss with the broadband requiring a tech visit.

Much appreciated.

Andrew

[AWilcock]

NOT RESOLVED!!!

So - customer 'help' lines at VM are a joke. If we had any choice in the matter we would be changing provider.

The help line merely said there are no connection issues and thus couldn't trigger a tech visit. They were uninterested in the Hub data and the views of the community (that we are encouraged to use by them!). They just tried to upgrade us for more money. We were not keen to pay even more for service that is so unreliable.

It is now being elevated to a complaint.

[jbrennand]

i will ask VM to take a look on here

[AWilcock]

Thanks John, much appreciated.

[Tom_W1]

Hi AWilock, thanks for your post although I'm sorry to hear of your concerns raised.

I've ran some further diagnostics from my side and I would agree with @jbrennand, that there does seem to be some issues here - particularly from my side it seems to be with the power levels being slightly out of specifications.

We'll need to send a technician to get this resolved for you, so please expect a PM to arrive shortly and respond when you can.

Many thanks

[AWilcock]

Thanks Tom for looking into this - much appreciated.
Andrew

[Tom_W1]

Hi @AWilock, thanks for your reply confirming the details requested via PM.

I've been able to book in an engineer for you - please note that although I can't disclose the exact date and time here, the mobile number saved to the account will get a confirmation text message of the appointment, as well as this being available to view on your My Virgin Media app where you can reschedule it if necessary too.

Please note: If the issue for the technician's apppointment is as a result of misuse, neglect, accidental or willful damage, or if the technician discovers that the fault or problem relates to your personal equipment, you will be charged £25.
If the appointment is missed there is a £25 charge for a missed appointment.

Please let me know if you need any further help but if not, take care.

Many thanks