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pete500
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Consistent faults

Hi everyone,

We are getting consistent faults in our area (21, not just our house) with loss of broadband entirely (usually around mid morning) which then gets 'fixed' in about an hour, and then very frequent throttling of upload speeds to the point where it is impossible to use Teams/Zoom etc and therefore disrupts our lives (two adults, two teens in the house). We've had both problems today and the network log is below, I'd be really grateful if someone could have a look at it and see whether there is anything there which might explain what's causing this, as Virgin seem to be able to do the equivalent of turning it off and on again, but can't fix the underlying problem.

Best

Pete

Network Log  
TimePriorityDescription
10/02/2021 12:11:47notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 12:11:27Warning!
LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 12:11:05Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:19:50critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:18:45critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:18:45critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:17:40critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:17:30critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:17:30critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:17:24notice
Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:17:10critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:16:40Warning!
TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:16:40critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:16:39critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:16:39critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:15:28critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:15:22critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:15:22critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:14:58Warning!
TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 11:14:57critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
jbrennand
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Re: Consistent faults

Have you checked for “known network faults”?

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.- the UK call centre is still picking up and calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.

--------------------
John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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pete500
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Re: Consistent faults

Thanks John,

I've tried calling VM but I can never get through - the hold times are always greater than 1 hour. It's a really poor service, I've been logging the performance of my connection via BQM and we typically lose broadband altogether for a period every other day, and every day we get times where we have 15-20% packet loss. The network just doesn't seem to have enough capacity for the number of customers they have, and it doesn't look like it will improve until we get FTTP in this area. 

Best

Pete

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jbrennand
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Re: Consistent faults

the 0800 number is not manned its an automated response informing of known issues

Post up the link to your share live BQM so we can see it.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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pete500
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Re: Consistent faults

I called the 0345 number, was taken through a loop, got sent a text, ran some tests and then got told there was a fault - no sh*t!

Today's BQM graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/334a4c1d9e0b428a7d958d5ab87a7623f3cd6f36-12-02-2021

 

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jbrennand
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Re: Consistent faults

Oh - dear 😞

It looks like overutilisation - see Andruser's comments (message 4) in this thread.

https://community.virginmedia.com/t5/Networking-and-WiFi/Jitter-and-latency/m-p/4609932#M378967

To be fair it may be something else so lets see if VM will comment - I will flag for them to come here

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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pete500
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Re: Consistent faults

Thanks John,

It's strange - in the first lockdown we didn't have so many of these problems. I imagine that when it starts to get busy, people complain then VM offers an upgrade to retain the customer (like they did to me), people accept thinking that this will solve the problem but the effect of this happening frequently in an area will be to make the utilisation problem worse. 

I hope I'm wrong but if the problem is simply too much data to get through the network then we're stuck with this until whenever people go back to work. If it continues I have no idea how we'll manage - both my wife and I need a decent internet connection to work.

Best
Peter

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jbrennand
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Re: Consistent faults

See Andrusers comment on that in his item (1)

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John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Corey_C
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Re: Consistent faults

Thanks for your post and reaching out to the Community Forums, pete500,

 

Sorry to hear that you have been having connections issues with your broadband. I've run some remote diagnostics on your connections and it does indicate that you are currently being affected by a local area fault ref#F008754214  and we are working to get this sorted as quickly as possible. The current ETA fix time is 15 FEB 2021 15:00. Apologies again for the inconvenience.

 

Cheers,

Corey C

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pete500
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Re: Consistent faults

Thanks Corey, things seem to be better today, though it's the start of half term so there may be less usage in the area. 

We had a couple of outages over the weekend which I assume was due to work being done. Here is today's BQM graph for reference:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f47b0daf29a7b4e032f06781e1aadbb3c99f9c0f

 

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