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fr4nnie
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Broadband over the last week has been intermittently down and resetting my entire router configs

Dear Virgin Staff

for at least two to three weeks i have been experiencing intermittent disconnections and complete hardware resets each time. on the 5th I got annoyed and started a broadband quality meter. 

Not only has it been rather annoying having to re add my guest network, port forwarding and resetting all the SSID and passwords etc each time is rather irritating with the matter its happening at least every 2 days. 

Further to this my speeds have been intermittently slow, and the whole thing is hugely disruptive when i am relying on my internet for exam revision and assignment work. What's more frustrating it seems to be happening mainly at my main times of using the service. 5th.JPGstart day 5th

 

7th.JPG7th

 

10th.JPG10th

 

12th.JPG12th

 

14th.JPGtoday (14th)

Can someone within virgin please help me resolve my complaint. 

I understand there's also been problems today with my and my partners mobile phones leaving us for most of the day completely unable to do anything about it around an exam sat today so frankly being so tired and frustrated now, i feel a better course is going to be getting help via the forums as i've not got the capacity for the routine scripts on your phone lines at this time of day.  My course involves a lot of work with connectivity and my exams are based around current events related to networking and forensic computing and security so the internet is rather important to the both of us and is hugely inconvenient specifically at the moment. 

IS my HW unreliable or is it your services? I've done the basic turn on and off again each time its not working for a long period of time. 

Further to this, a week or so before black Friday I called up and changed contract with a lady to a black Friday deal, who took my card details at the time and said i could have expected this as everything "went through okay" and never materialised. I wrote in a complaint via feedback and again nothing materialised. How would i get this best looked into as i'm still worried about who the hell took my card details and said everything was great and i'd see a new reduced bill? 

 

 

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Roger_Gooner
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Re: Broadband over the last week has been intermittently down and resetting my entire router configs

Can you post some stats. Go to 192.168.0.1 (router mode) or 192.168.100.1 (modem mode), do not log in, click on the link "Check Router Status".
Copy and paste the Downstream, Upstream and Network Logs. Mask any public IP or MAC addresses.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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fr4nnie
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Message 3 of 8
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Re: Broadband over the last week has been intermittently down and resetting my entire router configs

Hi and thank you so much for trying to help me so fast! I've pasted and edited out MAC addresses, I didnt see any IP details but if i've missed those in a tired overworked state feel free to point it out and i'll remove/edit it out. 

Upstream bonded channels

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

1              39399730             3.85        5120       16 qam 2

2              25800090             3.85        5120       16 qam 4

3              32600014             3.85        5120       16 qam 3

4              46199537             3.85        5120       16 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

 

Downstream bonded channels

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

1              283000000           10.8        40           256 qam              15

2              171000000           10.8        40           256 qam              1

3              179000000           10.9        40           256 qam              2

4              187000000           11           40           256 qam              3

5              195000000           11           40           256 qam              4

6              203000000           11           40           256 qam              5

7              211000000           11           40           256 qam              6

8              219000000           11           40           256 qam              7

9              227000000           11           40           256 qam              8

10           235000000           11           40           256 qam              9

11           243000000           10.9        40           256 qam              10

12           251000000           10.9        40           256 qam              11

13           259000000           10.9        40           256 qam              12

14           267000000           10.8        40           256 qam              13

15           275000000           10.6        40           256 qam              14

16           291000000           10.9        40           256 qam              16

17           299000000           11           40           256 qam              17

18           307000000           10.9        44           256 qam              18

19           315000000           11           43           256 qam              19

20           323000000           10.9        40           256 qam              20

 

Downstream bonded channels

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

1              Locked  40.9        6              0

2              Locked  40.9        0              0

3              Locked  40.9        6              0

4              Locked  40.9        6              0

5              Locked  40.9        10           0

6              Locked  40.9        5              0

7              Locked  40.9        3              0

8              Locked  40.3        6              0

9              Locked  40.9        5              0

10           Locked  40.9        6              0

11           Locked  40.9        5              0

12           Locked  40.9        4              0

13           Locked  40.9        5              0

14           Locked  40.9        5              0

15           Locked  40.9        4              0

16           Locked  40.9        5              0

17           Locked  40.9        4              0

18           Locked  44.6        4              0

19           Locked  43.3        5              0

20           Locked  40.9        6              0

 

 

Network Log

Time      Priority Description

14/05/2019 17:46:57       critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:46:57       critical   No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:46:58       critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:46:58       critical   No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:46:59       critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:46:59       critical   No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:0         critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:0         critical   No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:1         critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:1         critical   No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:2         critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:2         critical   No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:3         critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:3         critical   No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:4         critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:4         critical   No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:31       critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:31       critical   No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:47:35       Warning!             ToD request sent - No Response received;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

14/05/2019 17:48:21       critical   No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

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Roger_Gooner
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Message 4 of 8
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Re: Broadband over the last week has been intermittently down and resetting my entire router configs

Your power levels are too high on all downstream channels. Get VM to send round a technician, don't take "no" for an answer.

Edit: forgot to add: check that all cable connections are tight.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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fr4nnie
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Message 5 of 8
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Re: Broadband over the last week has been intermittently down and resetting my entire router configs

Thank you so much for your help Roger! I'll have another check on the wires how, make sure i've not missed something and pursue getting in touch with them. Have a nice evening!

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Message 6 of 8
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Re: Broadband over the last week has been intermittently down and resetting my entire router configs

Hi fr4nnie,

 

Thanks for your post and really sorry to hear that you're having intermittent issues with your services. 

 

I've had a look and there is currently an issue in your area that is affecting your services, and causing you to experience these problems.

 

The reference number for this is F007112902 and the current estimated fix time is 21st May 14:45.

 

Apologies for any inconvenience caused with this, our team are working to get it fixed as soon as they can.

 

Thanks

 

Melissa

 

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fr4nnie
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Re: Broadband over the last week has been intermittently down and resetting my entire router configs

Still happening Melissa. 

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Re: Broadband over the last week has been intermittently down and resetting my entire router configs

Hi fr4nnie,

 

Thank you for getting back in touch to let us know that you're still experiencing problems. I do apologise that this is ongoing.

 

I've had another look at the backend of your account and can see that the area issue has been resolved, but you still have high power levels as @Roger_Gooner previously pointed out. We'll need to get a tech booked to sort this for you. I'll send you a private message now, please head to the purple envelope in the top right corner to respond.

 

Thanks,

Rachael

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