Virgin Media Community

[XLLC3]

Hi there,

Starting last night (2nd Dec) I've been getting some pretty insane packet loss on my connection, anywhere from 10 ~ 50% accompanied by an increase in mostly T4 timeouts on my Hub (along with a few T2 and T3, but mostly T4). Both MyVirginMedia and 0800 561 0061 indicate no faults in my area, and yet...

Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8139000000 Hz 147000000 Hz 155000000 Hz 163000000 Hz 171000000 Hz 179000000 Hz 187000000 Hz 195000000 HzLocked Locked Locked Locked Locked Locked Locked Locked1 2 3 4 5 6 7 8QAM256 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=178.7 dBmV 8.0 dBmV 7.3 dBmV 6.3 dBmV 8.0 dBmV 7.6 dBmV 7.1 dBmV 6.3 dBmV40.3 dB 40.3 dB 40.3 dB 40.1 dB 40.6 dB 40.4 dB 40.4 dB 40.0 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 2.03 1 2 446200000 Hz 60300000 Hz 53700000 Hz 39400000 HzSuccess Success Success SuccessQAM32 QAM32 QAM32 QAM325120000 5120000 5120000 512000064 64 64 6440.8 dBmV 40.5 dBmV 41.5 dBmV 40.0 dBmV0 0 0 05 5 5 56 6 6 6167 167 167 167

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
03/11/2021 12:26:36	03/11/2021 12:26:36	Critical (3)	82000700	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
03/11/2021 12:27:08	03/11/2021 12:27:08	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;
03/11/2021 08:19:04	03/11/2021 08:19:04	Warning (5)	2436694062	Unicast DSID PSN startup error
03/11/2021 08:19:02	03/11/2021 08:19:02	Critical (3)	82000100	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

Would it be possible to check and see if there are any faults in my area?

Thank you.

[jbrennand]

Have you called CS and see what they say when they test your connection? Some localised faults may not appear on the 0800 number until they know about them through customers calling in.

I note you are using a Superhub (not a Hub3/4/5)... which model is it? Is it in modem mode with your own router - or in normal router mode. Do you have ethernet cable connections into it (or the router) ? If so can you disconnect them all and see if the BQM cleans up. If it does then plug them back in one by one to identify where the issue lays.  Also try a new ethernet cable to connect your laptop/computer to the SH in cas it is "failing".

[Hayley_S · Accepted solution]

Hello @XLLC3,

Welcome back! Thanks for posting.

I am sorry for the issues with your broadband recently.

We are aware of an SNR Outage in your area, the estimated fixture time is showing for the 10/12/21 but this is subject to change.

Many thanks,