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volpator
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Message 1 of 21
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Connectivity Issue, please help!

Morning all,

I've installed my new Virgin line about a month ago and besides the initial couple of weeks it's been getting worse and worse and I'm now at a point where the downtime is 60/70% compared to when the line is actually up and running. Drops last for hours and nothing changes really when everything is unplugged and rebooted. I called for an engineer last week, he removed an old splitter/attenuator that was in place and checked everything was fine, after 2 hours of the visit the connection dropped again.

26-06.JPG27-06.JPG28-06.JPG

I called this morning to get another engineer sent out and been told the next available would be next week Monday! Is this even acceptable? How do I go to open an official complaint?

Thank you

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lotharmat
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Message 2 of 21
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Re: Connectivity Issue, please help!

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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volpator
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Message 3 of 21
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Re: Connectivity Issue, please help!

Thanks for the quick reply! I've already setup a Monitor last week as I could see this coming unfortunately.

Here's the link:

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2701509579cef6e1ade9c66979cf112ddcbf6df7

 

I'll grab the Hub logs in a second.

Cheers 

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volpator
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Message 4 of 21
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Re: Connectivity Issue, please help!

And here's the Hub logs and status, seems like it came to life now but I'm quite confident it will go down again anytime ...

Cable Modem Status
Item Status Comments
Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
24
1
DOCSIS 3.1 channels
0
0
-------------------------------------
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
6 179000000 -7.099998 38.605377 QAM256 6
1 139000000 -9.700001 37.355988 QAM256 1
2 147000000 -9.200001 37.636276 QAM256 2
3 155000000 -8.400002 37.355988 QAM256 3
4 163000000 -7.599998 37.636276 QAM256 4
5 171000000 -7.000000 38.605377 QAM256 5
7 187000000 -7.400002 38.605377 QAM256 7
8 195000000 -7.200001 38.605377 QAM256 8
9 203000000 -6.700001 38.605377 QAM256 9
10 211000000 -6.599998 38.605377 QAM256 10
11 219000000 -6.700001 38.605377 QAM256 11
12 227000000 -7.000000 38.605377 QAM256 12
13 235000000 -7.599998 38.605377 QAM256 13
14 243000000 -7.700001 38.605377 QAM256 14
15 251000000 -7.200001 38.605377 QAM256 15
16 259000000 -7.200001 38.605377 QAM256 16
17 267000000 -7.599998 38.605377 QAM256 17
18 275000000 -8.200001 38.605377 QAM256 18
19 283000000 -7.799999 38.605377 QAM256 19
20 291000000 -7.200001 38.605377 QAM256 20
21 299000000 -6.700001 38.983261 QAM256 21
22 307000000 -6.200001 38.983261 QAM256 22
23 315000000 -6.200001 38.605377 QAM256 23
24 323000000 -6.000000 37.636276 QAM256 24


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
6 Locked 38.605377 0 0
1 Locked 37.355988 84 0
2 Locked 37.636276 103 0
3 Locked 37.355988 1 0
4 Locked 37.636276 0 0
5 Locked 38.605377 0 0
7 Locked 38.605377 0 0
8 Locked 38.605377 0 0
9 Locked 38.605377 7 0
10 Locked 38.605377 7 0
11 Locked 38.605377 0 0
12 Locked 38.605377 5 0
13 Locked 38.605377 0 0
14 Locked 38.605377 0 0
15 Locked 38.605377 0 0
16 Locked 38.605377 0 0
17 Locked 38.605377 0 0
18 Locked 38.605377 0 0
19 Locked 38.605377 0 0
20 Locked 38.605377 0 0
21 Locked 38.983261 0 0
22 Locked 38.983261 0 0
23 Locked 38.605377 0 0
24 Locked 37.636276 0 0
-------------------------------------------------------------
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 59.020599 5120 KSym/sec 64QAM 2


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 3 0
---------------------------------------------------------
General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
A,.iyewrkldJKDHSUBsgvca69


Primary Downstream Service Flow
SFID
18564
Max Traffic Rate
402500089
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow
SFID
18563
Max Traffic Rate
38500089
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
-------------------------------------------------------------------------------
etwork Log
Time Priority Description
Thu Jan 1 00:10:34 1970 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:11:22 1970 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:11:22 1970 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:12:16 1970 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:12:16 1970 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:13:02 1970 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:13:02 1970 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:13:52 1970 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:13:52 1970 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:14:45 1970 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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lotharmat
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Message 5 of 21
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Re: Connectivity Issue, please help!

Ooooh - Yikes!

Downstream power is too low and upstream is only 1 channel and too high!

VM staff need to take a look and book an engineer!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

volpator
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Message 6 of 21
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Re: Connectivity Issue, please help!

Thank you! Engineer came last Friday , mentioned the same then found an old splitter/attenuator and removed it. Everything looked good at the moment but it didn't last long...I have an engineer booked to come out in a week time (apparently there are no earliest slots available) is this the usual waiting time to have an issue fixed? Thank you
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lotharmat
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Message 7 of 21
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Re: Connectivity Issue, please help!

It can be unfortunately - I guess a lot depends on the area!

Let us know how the visit goes!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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volpator
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Message 8 of 21
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Re: Connectivity Issue, please help!

Thanks , appreciate the help! I only just joined Virgin and already regretting it , how am I supposed to work with a line that's completely down and the best I get from the support Team is an engineer booked to come in a week time? Is there any way to officially escalate an issue or open a formal complaint? Cheers

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Hayley_S
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Message 9 of 21
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Re: Connectivity Issue, please help!

Hello @volpator.

 

Welcome to the community page, thank you for posting on here.

 

I have located your account using your forums details and I checked to see if we could move the date forward but we do not have any availability.

 

I am sorry for the inconvenience caused with this.

 

Many thanks,

 

 

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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Z92
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Message 10 of 21
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Re: Connectivity Issue, please help!

If you mean next week Monday then that's only 3 working days so pretty good for a residential connection, only business grade connections would have a faster service level agreement.

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