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Conflicting Virgin Media info on terrible performance

So here is the picture, I spoke to Virgin Media last week about problems with my ethernet connection. I get packet loss, latency spikes and sometimes full blown outages for short periods of time. I stream part-time as a job, so such connection issues effectively make it impossible for me to stay on this service (My contract ends this week) - Allegedly, there has been two faults in the area that have both been resolved. Upon calling Virgin Media today though, they appeared to claim there is a congestion problem in my area that may not be resolved until June 29th. This is simply unacceptable. I have been previously told by community members here though that this may be a connection issue from VM to my hub. Here is all the info I can provide, please advise. If this is a congestion problem, I will sever my contract. If this is a problem they can resolve, I'd like to know. 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/28c534d70dfd198a4d42b8995031e5bf131deb2e-08-06-2020

Broadband QM.

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

1379000000240256 qam25
21870000003.240256 qam7
3195000000340256 qam8
42030000002.740256 qam9
52110000002.540256 qam10
62190000002.740256 qam11
72270000002.538256 qam12
82350000002.540256 qam13
92430000002.240256 qam14
102510000002.240256 qam15
112590000002.240256 qam16
12267000000240256 qam17
132750000001.940256 qam18
142830000001.940256 qam19
15291000000240256 qam20
162990000001.740256 qam21
173070000001.540256 qam22
183150000001.540256 qam23
193230000001.740256 qam24
203870000001.740256 qam26
213950000001.940256 qam27
224030000001.440256 qam28
234110000001.540256 qam29
244190000001.740256 qam30



Downstream bonded channels

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

1Locked40.3211631270
2Locked40.935254271148
3Locked40.996621953
4Locked40.3144032973
5Locked40.348961482
6Locked40.357091351
7Locked38.6294861362
8Locked40.942361374
9Locked40.924501496
10Locked40.917061595
11Locked40.922661755
12Locked40.929311396
13Locked40.982292244
14Locked40.3166062472
15Locked40.398461821
16Locked40.953022294
17Locked40.931521499
18Locked40.914271428
19Locked40.38992100
20Locked40.97181471
21Locked40.97741539
22Locked40.39771873
23Locked40.31878193415
24Locked40.97451803

 

Upstream bonded channels

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

1258000004.95512064 qam6
2326000005.1512064 qam5
3394000215.1512064 qam4
4461999965.1512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Conflicting Virgin Media info on terrible performance

Network Log

Time Priority Description

08/06/2020 13:08:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 10:02:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 09:29:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 21:58:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 19:19:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 17:53:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 15:55:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 13:47:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 11:05:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 09:13:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 09:02:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 05:57:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 04:37:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 01:56:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 22:42:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 21:34:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 18:15:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 17:56:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 13:57:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 13:44:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 3 of 24
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Re: Conflicting Virgin Media info on terrible performance

Yes there is some contention and some noise on your service but at busy times with so many people working from home none of us gets a perfect service. It is after all a domestic service, not designed to support streaming as a business.

It may be possible to get Virgin to improve the connection, but if you are relying on your broadband for a living this might be the opportunity to upgrade to a business connection with a guaranteed quality of service. 

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Message 4 of 24
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Re: Conflicting Virgin Media info on terrible performance

I don't think this has anything to do with contention.  Your upstream power levels are maxed out, showing there's an upstream noise issue (which explains many of the interruption and slow down flags visible in your network log), and your downstream looks noisy too, with far too many pre-RS errors on channel 2, and far too many post-RS errors on channels 1 and 23.  This shows a local segment problem that can be corrected by a field technician's visit (or an area problem that means the same thing, affects other customers as well, but won't require a visit to your place).

You can try phoning VM's offshore call centre (located in the fabled eighth circle of hell), alternatively you can wait for the forum staff to pick this up (sometimes minutes, sometimes days) and they'll look into those dodgy stats and advise on next steps.    

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Message 5 of 24
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Re: Conflicting Virgin Media info on terrible performance

Hi lachlancotter1,

 

Thanks for posting, and sorry to see you're having some issues with the services. 

 

I can see you've been able to give us a call since your last post and been advised of the area congestion issue you're affected by.

 

Just in case this wasn't advised the fault reference is F008018843. 

 

Alex_Rm

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Message 6 of 24
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Re: Conflicting Virgin Media info on terrible performance

Don't you find that scummy though? Virgin introduced the "VIVID" bundles because of the exodus due to traffic management and seemingly nothing has changed

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Message 7 of 24
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Re: Conflicting Virgin Media info on terrible performance

Hey Alex,

My contract is up on the 30th of June and I have a whole month of poor service ahead that I cannot log as a problem (bill compensation) as the service status for my account does not show it. I think it is shocking that I was sold a "VIVID" bundle that assumes there is no data management yet the service I receive may aswell be data managed considering how poorly it fluctuates during user hours. I am considering taking this issue up with a financial ombudsman service. Virgin Media offering poor infrastructure and cutting corners has led to this network failure, congestion should never be an issue and isn't for many other providers. Oversubscribing an area as far as i'm concerned is a breach of contract and should be illegal. What faith can I have in a service that "might" be fixed in a whole month?

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Message 8 of 24
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Re: Conflicting Virgin Media info on terrible performance

"Oversubscribing an area as far as i'm concerned is a breach of contract and should be illegal"

Its called contention. you can't build a network that can support 100% of people at 100% of speeds at the same time so networks are build to share bandwidth.

This means if the network has 100mbps of bandwidth it may well 1000mbps of services.

This is because if they didn;t and sold it on a 1:1 you would then be moaning about the cost.

If you do not want a contended services and want 1:1 (100% of your bandwidth reserved for you" you can do that. Its called a lease line. But be warned they are not cheap. you'll be looking in the £1000's for a 100/100mbps

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Message 9 of 24
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Re: Conflicting Virgin Media info on terrible performance

I still think there's evidence of separate problems - the differential error rates and upstream power levels are almost certainly nothing to do with the over-subscription/over-utilisation.  And the original BQM shows SOME evidence of over-utilisation, but we've seen a lot worse - and the persistent low level packet loss is not consistent with the prevailing latency issues - normally for over utilisation to result in packet loss, the latency is off the chart and there's a sea of blue and yellow.  Look around 4pm - latency isn't good, but it isn't bad enough to explain the packet loss around that time.  Next, bearing in mind that the BQM shows a relatively clean plot between midnight and 9am, take a look at the posted network log - there's serious RCS and synch errors blowing the connection out of the water at 01:56, then at 04:37, then at 05:57.  That's hard evidence of a crap connection down to noise, not over-utilisation.  

Seems there is some area congestion, but because that's a known area fault VM are letting the customer hang with a crappy connection that's got little or nothing to do with the congestion.   If that's the case, then VM should sort those out, they might find the customer experiences a much better connection even with the congestion, and becomes a little more understanding of the sage comments that apcyberax makes. 

And a final question that I don't expect to be answered - is there any investment action planned to fix the over-utilisation?  Or is just a moving "review date" where nothing is done?

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Message 10 of 24
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Re: Conflicting Virgin Media info on terrible performance

There is no data or traffic management.

Congestion/over-utilisation is something completely different.

The fix date given is an estimated fix date not  firm completion date. 


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