High Packet Loss - SNR Area Fault. Area 15

[XLLC3]

Hi there,

Last couple days I've been getting massive packet loss rates, accompanied by occasional dropouts and large amount of T4 errors.

The service status page and service test (as usual) denies that there is any issue, except for the My Virgin Media app test, the app actually does acknowledge an area fault, but gives no reference number or expected fix date/time.

BQM Graph for the last day. 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8291000000 Hz 267000000 Hz 275000000 Hz 283000000 Hz 299000000 Hz 307000000 Hz 315000000 Hz 323000000 HzLocked Locked Locked Locked Locked Locked Locked Locked20 17 18 19 21 22 23 24QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM2566.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=175.7 dBmV 6.7 dBmV 6.2 dBmV 6.0 dBmV 7.2 dBmV 6.9 dBmV 6.7 dBmV 7.1 dBmV40.9 dB 41.0 dB 41.3 dB 41.3 dB 41.4 dB 41.4 dB 41.4 dB 41.4 dB

Frequency (Hz)

Lock Status(QAM Lock/FEC Sync/MPEG Lock)

Channel ID

Modulation

Symbol Rate (Msym/sec)

Interleave Depth

Power Level (dBmV)

RxMER (dB)

Upstream  US-1 US-2 US-3 US-42.0 2.0 2.0 2.04 1 2 339400000 Hz 60300000 Hz 53700000 Hz 46200000 HzSuccess Success Success SuccessQAM32 QAM32 QAM32 QAM325120000 5120000 5120000 512000064 64 64 6445.0 dBmV 46.8 dBmV 48.3 dBmV 46.3 dBmV1 1 1 12 2 2 226 26 26 26382 382 382 382

Channel Type

Channel ID

Frequency (Hz)

Ranging Status

Modulation

Symbol Rate (Sym/sec)

Mini-Slot Size

Power Level (dBmV)

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

Network Log

First Time	Last Time	Priority	Error Number	Description
05/00/2022 11:28:19	05/00/2022 11:28:19	Critical (3)	82000400	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;
05/00/2022 11:27:46	05/00/2022 11:27:46	Critical (3)	82000700	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Can I get any extra info, like a formal acknowledgement / reference, or an expected fix time?

Thank you very much.

[lotharmat]

Give 0800 561 0061 a call - much more up-to-date information!

[Travis_M · Accepted solution]

Hi @XLLC3

Thanks for posting on our community forum!

Sorry to hear about your issues, the estimated fix date is currently 11 JAN 2022 15:00 - my apologies for the inconvenience.

Regards