Virgin Media Community

[becks5109]

until local works are finished (N1, London) but we've run ping tests and believe its the router that's faulty.  Every time I call they won't send an engineer till local works are sorted but they keep moving the end date of the works.  We've had problems since around last June on and off! I find it all so frustrating and even more so with kids trying to home school and the internet booting them out of their online learning 😞 Here's a link to BQM and some bit from the router log

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6bed94ccc0d70c13fabc255286aaabbf3e...

Time Priority Description

22/01/2021 15:50:18	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 11:44:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 23:19:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 17:03:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 14:07:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 10:39:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 02:52:48	notice	SW download Successful - Via NMS
15/01/2021 02:50:51	notice	SW Download INIT - Via NMS
14/01/2021 21:20:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	203000000	1.2	37	256 qam	9
2	211000000	0.5	37	256 qam	10
3	219000000	0.2	37	256 qam	11
4	227000000	0.5	37	256 qam	12
5	235000000	0.2	37	256 qam	13
6	243000000	0.2	37	256 qam	14
7	251000000	-0.2	37	256 qam	15
8	259000000	0	37	256 qam	16
9	267000000	0.2	37	256 qam	17
10	275000000	0.5	37	256 qam	18
11	283000000	1.2	38	256 qam	19
12	291000000	0.9	38	256 qam	20
13	299000000	0.7	38	256 qam	21
14	307000000	0	38	256 qam	22
15	315000000	0	37	256 qam	23
16	323000000	-0.4	38	256 qam	24
17	331000000	0	37	256 qam	25
18	339000000	0.2	37	256 qam	26
19	347000000	0.2	38	256 qam	27
20	355000000	0.5	38	256 qam	28
21	363000000	0	38	256 qam	29
22	371000000	0.4	38	256 qam	30
23	379000000	0	38	256 qam	31
24	387000000	0	38	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.3	87	0
2	Locked	37.6	120	0
3	Locked	37.6	69	0
4	Locked	37.6	62	0
5	Locked	37.3	160	0
6	Locked	37.6	70	0
7	Locked	37.6	93	0
8	Locked	37.6	104	0
9	Locked	37.6	88	0
10	Locked	37.3	66	0
11	Locked	38.6	39	0
12	Locked	38.6	191	0
13	Locked	38.6	52	0
14	Locked	38.6	97	0
15	Locked	37.6	169	0
16	Locked	38.9	95	0
17	Locked	37.6	89	0
18	Locked	37.6	112	0
19	Locked	38.6	132	0
20	Locked	38.6	55	0
21	Locked	38.6	116	0
22	Locked	38.6	74	0
23	Locked	38.6	79	0
24	Locked	38.6	206	0

[gary_dexter]

They’re correct. Engineers cannot be sent whilst there’s area issues/outages/works. 

[becks5109]

but how long can outage works be expected to carry on - they keep moving the end dates!  Thanks

[gary_dexter]

Until it’s fixed.

[becks5109]

unhelpful...

[legacy1]

Your BQM don't look that great but the hub is likely fine so you should try the hub in modem mode with a better router with 1Gb ports.

[Tudor]

As far as they go the stats are fine, upstream power levels would be more indicative of problems. Some faults are east to fix some are difficult, “how long is a piece of elastic”. You are paying for a residential service with no SLA and fixes are best endeavours. 

[becks5109]

I agree which is why there should be some form of SLA also for residential customers. 

[gary_dexter]

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@becks5109 wrote:

I agree which is why there should be some form of SLA also for residential customers. 

---

Why? Residential services are meant for browsing and gaming etc. not business or work use (regardless of a pandemic or not). 

[becks5109]

Regardless of the pandemic plenty of people work from home or may be vulnerable and rely on internet services.   Companies need to be responsible for the services they provide and promises they make to customers eg minimum speeds