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nleaney
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Frequent '10 minute' outages in CB245*

Hi there,

Both my neighbour and I (as well as others in the same postcode areas according to Twitter) have been experiencing frequent short broadband outages - usually with service returning in around 10 minutes. The problem has become much more noticeable in the last few weeks.  There have been 4 such outages today alone.

I've attached logs below.  Hopefully, someone might be able to look into this for me?  Since there are several of us experiencing the same issue, it would imply a common fault...

Downstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
13230000008.136256 qam24
22510000006.937256 qam15
32590000006.637256 qam16
42670000006.536256 qam17
52750000006.636256 qam18
6283000000737256 qam19
72910000007.137256 qam20
82990000007.536256 qam21
93070000007.637256 qam22
103150000007.937256 qam23
113310000008.337256 qam25
123710000008.536256 qam26
133790000008.536256 qam27
143870000008.835256 qam28
153950000008.635256 qam29
164030000008.535256 qam30
174110000008.335256 qam31
184190000008.536256 qam32
194270000008.537256 qam33
20435000000837256 qam34
214430000008.537256 qam35
224510000008.837256 qam36
234590000008.637256 qam37
244670000008.837256 qam38
      
      
Downstream bonded channels   
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked36.64253140 
2Locked37.32645500 
3Locked37.32715900 
4Locked36.62841390 
5Locked36.62861040 
6Locked37.32898430 
7Locked37.32871650 
8Locked36.32976480 
9Locked37.33106710 
10Locked37.63501570 
11Locked37.34523410 
12Locked36.614324270 
13Locked36.316973870 
14Locked35.721626290 
15Locked35.727214650 
16Locked35.732286140 
17Locked35.535037060 
18Locked36.335517940 
19Locked37.335913380 
20Locked37.343068850 
21Locked37.344908550 
22Locked37.644990020 
23Locked37.646209830 
24Locked37.648792500 

 

Upstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
15370003949512064 qam2
23940000046.8512064 qam4
34619994647.5512064 qam3
46030000049.8512064 qam1
      
      
Upstream bonded channels   
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

TimePriorityDescription
05/02/2021 18:08criticalReceived 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;
05/02/2021 12:45criticalNo Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 12:45criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 12:45criticalRanging Request Retries exhausted;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:44criticalNo Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:43criticalReceived 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;
05/02/2021 09:38criticalNo Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:38criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:38criticalRanging Request Retries exhausted;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:38criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:38criticalRanging Request Retries exhausted;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:25criticalNo Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:25Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:21criticalNo Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:20criticalNo Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:14criticalReceived 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;
05/02/2021 09:12Warning!Lost MDD Timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 09:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.0;

 

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JitteryPinger
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Re: Frequent '10 minute' outages in CB245*

These logs don't suggest any problems at your hub or local network level but obviously is an issue much further along the network, is there a fault registered here: https://my.virginmedia.com/faults/service-status

If not don't worry, team will catch up with this post in a few days or so and should be able to take a look or escalate to correct people for looking into.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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EG1
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Re: Frequent '10 minute' outages in CB245*

Yes,  Count me in. That postcode, that problem. 

As additional irritation it seems almost impossible to find a way to ask Virgin why it’s happening. Keep getting back to endless help articles about how to fix my router or wifi this end, when it’s the supply to it that seems the problem.

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nleaney
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Re: Frequent '10 minute' outages in CB245*

Thanks Matt. 

Most of the time there is no fault registered on the service status page. 

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JitteryPinger
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Re: Frequent '10 minute' outages in CB245*

Hi @EG1, @nleaney

Unfortunately he help pages on Virgin Media website do leave a lot to be desired, unfortunately not all faults get listed, specially if they are on-going or intermittent and not causing complete outages,

As I mentioned above if you guys hang out here for a few days hopefully someone from the team can give you both some information on the issue.

If you don't hear nothing by Tuesday post back here and I'll do what I can to get you some help.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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EG1
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Re: Frequent '10 minute' outages in CB245*

Thanks Matt,

Whether anyone from Virgin picks up and responds to technical issues feels very erratic on the forum overall.

I get frustrated at the endless loop of use help pages, contact us if they don’t help, contact online is slow and awkward and they try to deflect technical issues to help pages or telephone. And the telephone service when called says we are too busy, go online and at times cuts you off, presumably when very long wait times.

So we get nowhere. And have nowhere to go.

At the moment I am trying one of the online message routes. I started at 7 pm last night, ignored all evening. Back on at 9 am this morning and 25 mins later I’m only at the stage of effusive promises they are here to help and ID ing myself. Maybe it will help eventually but confidence is very low on that.

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JitteryPinger
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Re: Frequent '10 minute' outages in CB245*

I woulsn't stress over trying to take to anybody at customer service, the issue that your having will likely be out of there immediate knowledge anyway.

Just hang out here where the issue can be looked at more diligently.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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EG1
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Re: Frequent '10 minute' outages in CB245*

Patience will indeed be a virtue on this!

I’m now almost 2 hrs into the online message and have reached the point of try calling 151 but you probably won’t get through. And recommending I raise a complaint. Sigh...

The service dropped out again 10-20 mins ago. I tried 151, recorded message said they are making improvements in our postcode, so we might lose service for a few hours. Maybe that’s true, maybe it’s just a cover.

if someone had said upfront there was some work about to start, we’ll be help8mg to avoid ongoing issues, but it might be a bit up and down for 2x3 days I could probably live with that.

Let see what happens here.

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JitteryPinger
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Re: Frequent '10 minute' outages in CB245*

Unfortunately its not in the best interests of an ISP to tell customers of problems or downtime as it can cost them a lot, it would be like going door to door and handing people £20 each, that will mount up along with the costs in processing such payments and the man power.

It's better they take that cash and fix the issue and save the backlash causing issues elsewhere.

The likely culprit of such an issue is going to be a piece of kit somewhere and likely is identified but they need to acquire that kit, get it transported, setup and tested which can take anywhere between days and months.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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nleaney
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Re: Frequent '10 minute' outages in CB245*

OK so we're at the end of Tuesday and things haven't really improved.  Since Saturday I've noted the following outages:

Saturday 6th Feb: 10.15-10.25, 18.55-19.05

Monday 8th Feb: 02.35-02-45, 18.00-18.10

Tuesday 9th Feb: 08.55-09.05, 15.25-15.35

For each of these outages (when I was awake!) there was no indication of an issue recorded on the Service Status page.  I was hopeful on Sunday that there might have been a fix applied but I don't think this was the case.

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