Hi,
I am at the end of my tether. Since the 14 Sept 20 the VM network has really gone bad. Even today this is still ongoing. All other levels of communication Facebook, Customer Support 150/151 has fallen on deaf ears.
So tonight here's what I see on the Hub:
Network Log:
27/09/2020 21:35:13 GMT 27/09/2020 21:35:13 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:34:59 GMT 27/09/2020 21:34:59 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:34:37 GMT 27/09/2020 21:34:37 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:34:19 GMT 27/09/2020 21:34:19 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:34:00 GMT 27/09/2020 21:34:00 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:33:39 GMT 27/09/2020 21:33:39 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:33:20 GMT 27/09/2020 21:33:20 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:33:00 GMT 27/09/2020 21:33:00 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:32:40 GMT 27/09/2020 21:32:40 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:32:20 GMT 27/09/2020 21:32:20 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:32:01 GMT 27/09/2020 21:32:01 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:31:44 GMT 27/09/2020 21:31:44 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:31:21 GMT 27/09/2020 21:31:21 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:31:13 GMT 27/09/2020 21:31:13 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:31:03 GMT 27/09/2020 21:31:03 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:30:27 GMT 27/09/2020 21:30:27 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:30:18 GMT 27/09/2020 21:30:18 GMT Error (4) 68010302 DHCP WAN IP - removed
27/09/2020 21:30:04 GMT 27/09/2020 21:30:04 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:29:45 GMT 27/09/2020 21:29:45 GMT Warning (5) 84020200 Lost MDD Timeout
27/09/2020 21:29:38 GMT 27/09/2020 21:29:38 GMT Warning (5) 84020200 Lost MDD Timeout
Downstream:
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 139000000 147000000 155000000 163000000 N/A 179000000 187000000 195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Unlocked Locked Locked Locked
Channel ID 1 2 3 4 N/A 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM Unknown 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 N/A 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 N/A I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) -2.30 -2.44 -2.64 -2.56 N/A -2.69 -2.95 -2.87
RxMER (dB) 36.84 37.09 36.84 36.84 N/A 38.26 38.26 36.39
Pre RS Errors 327 319 297 276 N/A 295 302 966
Post RS Errors 289 287 297 275 N/A 295 302 966
Upstream:
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 1 4 2 3
Frequency (Hz) 60300000 39400000 53700000 46200000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 46.50 45.50 46.00 45.75
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0
Upstream Burst:
Req
(1) Init Maint
(3) Per Maint
(4) Adv Short
(9) Adv Long
(10) Adv UGS
(11)
Modulation Type 16QAM QPSK 16QAM 64QAM 64QAM 16QAM
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 56 640 384 104 104 104
Preamble Value Offset 652 0 0 716 716 716
FEC Error Correction (T) 0 5 5 10 16 5
FEC Codeword Information Bytes (K) 16 34 34 81 223 86
Maximum Burst Size 0 0 0 3 255 255
Guard Time Size 8 48 48 8 8 8
Last Codeword Length Fixed Fixed Fixed Shortened Shortened Shortened
Scrambler On/Off ON ON ON ON ON ON
Attached is the BQM graphs daily since 14th Sept. Can someone initiate an investigation please?
Thanks
AL
[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]
Day 12 post 3rd engineer visit: Tue 6th July
BQM:
No new entries in the Router Network Logs since 02/07/2021 01:07:11
Power levels just now are:
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
| 1 | 53700000 | 44.5 | 5120 | 64 qam | 2 |
| 2 | 46200000 | 44 | 5120 | 64 qam | 3 |
| 3 | 39400000 | 43.8 | 5120 | 64 qam | 4 |
| 4 | 60300000 | 44.8 | 5120 | 64 qam | 1 |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
| 1 | 203000000 | 7.1 | 40 | 256 qam | 9 |
| 2 | 211000000 | 7 | 40 | 256 qam | 10 |
| 3 | 219000000 | 6.9 | 40 | 256 qam | 11 |
| 4 | 227000000 | 6.6 | 40 | 256 qam | 12 |
| 5 | 235000000 | 6.6 | 40 | 256 qam | 13 |
| 6 | 243000000 | 6.8 | 40 | 256 qam | 14 |
| 7 | 251000000 | 6.8 | 40 | 256 qam | 15 |
| 8 | 259000000 | 6.5 | 40 | 256 qam | 16 |
| 9 | 267000000 | 6 | 40 | 256 qam | 17 |
| 10 | 275000000 | 5.4 | 40 | 256 qam | 18 |
| 11 | 283000000 | 7.3 | 40 | 256 qam | 19 |
| 12 | 291000000 | 7.8 | 40 | 256 qam | 20 |
| 13 | 299000000 | 8 | 40 | 256 qam | 21 |
| 14 | 307000000 | 8 | 40 | 256 qam | 22 |
| 15 | 315000000 | 8.3 | 40 | 256 qam | 23 |
| 16 | 323000000 | 8.4 | 40 | 256 qam | 24 |
| 17 | 331000000 | 8.5 | 40 | 256 qam | 25 |
| 18 | 371000000 | 9 | 40 | 256 qam | 26 |
| 19 | 379000000 | 9.4 | 40 | 256 qam | 27 |
| 20 | 387000000 | 7.5 | 40 | 256 qam | 28 |
| 21 | 395000000 | 7 | 40 | 256 qam | 29 |
| 22 | 403000000 | 7.3 | 40 | 256 qam | 30 |
| 23 | 411000000 | 7.5 | 40 | 256 qam | 31 |
| 24 | 419000000 | 7.6 | 40 | 256 qam | 32 |
Morning all,
I think this thread shows it all, and the lack of customer commitment from the Virginmedia engineering and network support infrastructure. Its little surprise that their customers have to make hard choices about the service they get for the premium they pay for.
I have to question what does £69 ppm get me, and what are my rights?
Why do I have to suffer (as well as many others), continued drop outs like this (Thu 8th July):
I personally think its the arrogance that they are probably the only choice for some people to offer high speed broadband, since Full Fibre is only available to 23.05% (as of June 2021) to the whole of GB with all providers.
I think its shocking the behaviour of VM to not commit to their customers who suffer like me, with false promises to fix. The trouble is in reality, you can't fix what you don't know what's broken, and that's the crux of it. If they have no means to root cause or influence these periodic/random occurrences, then how are they ever going to fix these issues.
Those promises of we'll address it with engineer visit isn't really helpful. I think the engineers come on site and really there's not much to do if at the time it all tests good. They are there and have to do something for the customer. Really they are powerless to actually to help and each of them are heavily criticised and rated based on their feedback system.
It is of my opinion that VM as an organisation is NOT committed to the customer, just look at this thread and its just proof of their inability to support (and this is for the time I started documenting this on these forums). Problems started way back. Ask yourself the question, if VM is so committed and confident about their network, then why do they only pay compensation after 48 hours of reporting problems, and only for full days of outage. So if they can prove they are just seconds or minutes active in the whole 24 hours then it doesn't count. That there sounds like someone wants to imply they are committed, but the goal posts are so far that there is next to no chance of having to pay out.
I rest my case. People who are suffering and looking at others for their experiences then have a good read of this thread and make up your own conclusions. If you have another viable BB option then I implore you to investigate. Document and share your experiences on this forum.
Anyway as you will read I had enough especially after I discovered my street was upgraded with Full Fibre via Openreach. I am now paying £39.99 ppm and get 300mbps down and 50mbps up, and a free VOIP phone. Faster, cheaper, and more reliable. Whats not to like if you have fibre available.
Take care all, and thank you VM for when it did work in the early years before I had full fibre. I really hope, Branson can invest into the infrastructure to enable the engineering team to trace and track these random drop outs, for the livelihoods of their support staff.
So long and good luck to all.
From a disappointed and a heartfelt sadness VM customer.
