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Message 1 of 14
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Few and far between broadband connection with baffling customer service - M500 Area 20.

I am a new account holder with Virgin Media, having been set up on 19th October. I signed up for the Ultimate Oomph Package with MaxIT TV and M500 broadband, having previously been with Sky.

The installation went ok, with the only issue being that the connection from my house to the street cabinet had been cut (we are not sure how or why), so the installation engineer set up a temporary connection to next door's house as there's wasn't being used and was connected to the street cabinet fine. He told me that he'd booked a cable re-pull/sorting job for Wednesday 28th October. He reassured me that the broadband connection would be fine under this temporary measure.

For the first week or so, the broadband connection (and, therefore, TV connection) was fine. Speeds were not around 500 mark, averaging between 150-350 in the same room as the broadband. Whilst annoyed at this, I came to the conclusion that this may be due to the router itself and therefore need a more powerful router (having trawled through the forums of people with similar issues), however also did try some ways of tinkering with the settings (splitting SSIDs into 2.4ghz and 5ghz separate, channel optimisation for both 2.4ghz and 5ghz, changing banding range to 20/40 and 20/40/80, disable Smart WiFi/channel optimisation).

However after a week on Monday 26th November, my broadband connection cut out and has been very erratic ever since. I have ensured all cables to the router, switch and wall box are finger tight. I thought the issues may have been caused my attempted setting optimisation, so I reset the tampered settings, I have rebooted the router countless times, and have also conducted a router factory reset, all to no avail. There was never any issue with the service in the area either, having checked frequently throughout the week, except for one issue I saw Friday 30th (I think). This one issue was resolved quickly and occurred well after my issues started. The app told me that broadband was set up and working as expected in my area. I also checked the cabling on the outside and to my neighbours house, this had not been touched since the installation and remained in place.

Virgin Media troubleshooting area of the website told me to book an engineer as it was not clear what the issues were and what the solutions would be. I booked an engineer for Thursday 29th October between 8am - 12pm.

Wednesday 28th October comes and whilst changes to the pavement and road had been made to sort out the connection, this was a third party road maintenance company who carried this out and told us that the actual cable job is one to be done separately now by Virgin Media at another time. Hmm... not what my Installation Engineer told me but fine.

Thursday 29th October comes and I get a phone call from the technical engineer to tell me he will be at my house for 10:30am. 10:25am comes and he rings me back to tell me that the job had *just* been cancelled as he was around the corner from my house, he was not sure of the reason why and I need to get into contact with Virgin Media Customer Service.

Passed back and forth on the phone to Customer Service who eventually tell me that the cable repull/sorting job has now been rescheduled for 20th November, and this was the reason for the cancellation. I disputed this, based on the reassurances the Installation Engineer gave me, the fact that the broadband was fine for a week with the temporary cable connection. So therefore, as far as I am concerned, the engineer visit on Thursday was a separate issue to the proactive, 'nice to have' cable sorting appointment and therefore should not have been cancelled (especially 5 minutes before the engineer is due to arrive, literally around the corner when he rang!). They told me that there was nothing I could do, I could not get the engineer to come back again as I had requested. I hope you can all appreciate and understand how I was rather bemused with all this, to say the least.

I finally got hold of a Customer Service employee based in the UK who, thankfully, was understanding and empathetic to the situation. She stated that there were actually no notes, comments, statuses etc. on my account that confirm why exactly my appointment had been cancelled so last minute (!), so it seems that the other Customer Service employees I spoke to prior had mistaken a separate, proactive appointment in November for the reason of this cancellation. Again, I reiterate that the Installation Engineer assured me that the temporary cable connection to next door's house shouldn't have an impact on the broadband connection, and this is backed up by the fact the broadband connection was connected fine for the week after the installation. She informed me that she would get in contact with the Technical Area Managers relevant to my Area, raised internally as urgent and that they would get back into contact with me. As of now, I have not heard back.

I have a conversation going on the text messaging service but this is going rather slowly, so I have signed up to the community forums and posting this as a last resort. Again, based on what I have seen in the other forums, I will post my BQM that I've had set up since Thursday evening as well as the router status diagnostics in the messages following this.

Thank you all in advance.

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Message 2 of 14
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Re: Few and far between broadband connection with baffling customer service - M500 Area 20.

My BQM

I used my phone to carry this out, rather than laptop or any other wired/wireless connection.

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Message 3 of 14
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Re: Few and far between broadband connection with baffling customer service - M500 Area 20.

Downstream bonded channels

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

1402750000-17.932256 qam30
2202750000-12.536256 qam9
3210750000-1237256 qam10
4218750000-12.236256 qam11
5226750000-1335256 qam12
6234750000-13.435256 qam13
7242750000-1435256 qam14
8250750000-13.735256 qam15
9258750000-13.835256 qam16
10266750000-14.535256 qam17
11274750000-14.235256 qam18
12282750000-12.436256 qam19
13290750000-13.835256 qam20
14298750000-14.834256 qam21
15306750000-15.734256 qam22
16314750000-14.534256 qam23
17322750000-1435256 qam24
18330750000-15.833256 qam25
19370750000-17.333256 qam26
20378750000-19.331256 qam27
21386750000-1633256 qam28
22394750000-15.533256 qam29
23410750000-18.931256 qam31
24418750000-16.233256 qam32



Downstream bonded channels

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

1Locked32.5661990
2Locked36.67370
3Locked37.36550
4Locked36.614310
5Locked35.714750
6Locked35.910970
7Locked35.710770
8Locked35.78740
9Locked35.712310
10Locked35.5347720
11Locked35.551530
12Locked36.62240
13Locked35.55520
14Locked34.96830
15Locked34.410990
16Locked34.92890
17Locked352780
18Locked33.925340
19Locked33.480040
20Locked31.46438130
21Locked33.459680
22Locked33.913100
23Locked31.65206040
24Locked33.831300
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Message 4 of 14
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Re: Few and far between broadband connection with baffling customer service - M500 Area 20.

 

Refresh data
Upstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
Symbol Rate (ksps)
Modulation
Channel ID
1
53700065
57
5120
64 qam
5


Upstream bonded channels
Channel
Channel Type
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts
1
ATDMA
0
0
0
0

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Message 5 of 14
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Re: Few and far between broadband connection with baffling customer service - M500 Area 20.

 

Refresh data
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
4k;fg87dsfd;kfoA,.iyewrkldJKD


Primary Downstream Service Flow
SFID
18907
Max Traffic Rate
575000000
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow
SFID
18906
Max Traffic Rate
38520000
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
BestEffort

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Message 6 of 14
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Re: Few and far between broadband connection with baffling customer service - M500 Area 20.

Network Log
Time
Priority
Description
31/10/2020 21:00:3
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 21:00:3
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:59:43
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:59:43
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:59:3
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:59:3
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:58:23
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:58:23
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:57:43
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:57:43
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:57:3
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:57:3
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:55:43
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:55:43
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:55:3
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:55:3
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:54:23
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:54:23
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:53:44
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 20:53:43
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 7 of 14
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Re: Few and far between broadband connection with baffling customer service - M500 Area 20.

Downstream power levels out of spec (-6 to +10 are in spec).

SNR 'off' on all your downstream channels.

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Message 8 of 14
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Re: Few and far between broadband connection with baffling customer service - M500 Area 20.

Thanks Carl, this is a helpful start.

Do you know what I need to do to get them back in Spec? and also I'm afraid I don't follow what your second sentence means, or what should be done.

Also, any thoughts on what I described in the first message?

Thanks again, I appreciate the quick response.
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Message 9 of 14
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Re: Few and far between broadband connection with baffling customer service - M500 Area 20.

Other than checking connections are tight there is nothing you can do other than wait for the cable pull.

They may send out an engineer, however can't be sure since you are waiting on a new cable.

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Message 10 of 14
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Re: Few and far between broadband connection with baffling customer service - M500 Area 20.

So do you think then given everything above that the cable pull is the issue then, even though it was working fine with the temporary connection the first week with no changes to it?

Sorry didn't see the edited part of your message until after I'd replied

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