Virgin Media Community

[jolly86]

Hi,

Having some real issues with my 1GB line and the amount of connection dropouts.

I've had a VM engineer visit after 3 complaints, who removed a previous occupants cut coax cable from the exterior box as this was causing too much noise and drop outs, since the visit the hub speed has been better but the amount of drop outs and latency is still terrible.

I've raised several complaints all to be told "reset the router" which I'm doing 3.5 times per day at it's best and 5/6 times per day at it's worst (this morning has been 3 times)

Think BB Graph 

Downstream bonded channels

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

1	331000000	3.5	43	QAM 256	25
2	195000000	3.5	42	QAM 256	8
3	203000000	3.3	42	QAM 256	9
4	211000000	3.6	42	QAM 256	10
5	219000000	3.5	40	QAM 256	11
6	227000000	3.3	40	QAM 256	12
7	235000000	3.1	42	QAM 256	13
8	243000000	2.8	42	QAM 256	14
9	251000000	2.4	42	QAM 256	15
10	259000000	2.5	42	QAM 256	16
11	267000000	2.7	42	QAM 256	17
12	275000000	2.7	42	QAM 256	18
13	283000000	2.8	42	QAM 256	19
14	291000000	3	42	QAM 256	20
15	299000000	3	42	QAM 256	21
16	307000000	3.2	42	QAM 256	22
17	315000000	3.3	42	QAM 256	23
18	323000000	3.5	42	QAM 256	24
19	339000000	3.5	42	QAM 256	26
20	347000000	3.3	42	QAM 256	27
21	355000000	3.1	42	QAM 256	28
22	363000000	3.2	42	QAM 256	29
23	371000000	3.4	42	QAM 256	30
24	379000000	3.5	42	QAM 256	31
25	387000000	3.2	42	QAM 256	32
26	395000000	3	42	QAM 256	33
27	403000000	2.7	42	QAM 256	34
28	411000000	2.3	42	QAM 256	35
29	419000000	2.1	42	QAM 256	36
30	523000000	1.6	43	QAM 256	37
31	531000000	1.6	43	QAM 256	38

Downstream bonded channels

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

1	Locked	43	0	0
2	Locked	42	0	0
3	Locked	42	0	0
4	Locked	42	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	42	0	0
8	Locked	42	0	0
9	Locked	42	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	42	0	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	42	0	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	42	0	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	43	0	0
31	Locked	43	0	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	46	5120	QAM 64	1
1	43100000	46	5120	QAM 64	2
2	36600000	46	5120	QAM 64	3
3	30100000	46	5120	QAM 64	4
4	23600000	46	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	331000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

cmreg-vmdg660-bbt076+voc-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

35442

1230000450 bps

42600bytes

0 bps

35444

128000 bps

3044bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

35441

55000270 bps

42600bytes

0 bps

42600bytes

Best Effort

35443

128000 bps

3044bytes

0 bps

1522bytes

Best Effort

Does this look normal? If so I'm going to rethink VM as this is not viable for a service. I had a pod delivered which gives good coverage and speeds however, feels like it makes the service more unstable?

I purchased a wifi 6 router and used the Hub 5 in modem mode and it was dropouts almost every hour at one stage, reset the modem mode and it went back to somewhat "normal" - very odd behaviour.

Any help would be good as I am almost at a loss.

Thanks.

[cauk]

Your stats look similar to mine. I'm about to reboot for the second time today. My packet loss isn't as bad as yours today, but it has been for the last few weeks. Got better for a few days and is now worse again. Up until ~3 weeks ago the connection was rock solid, so no I don't think it's "normal" but the fix for it seems unclear.

[jolly86]

It's gotten worse - no amount of rebooting or using the VM connect app matters when the fundamental issue isn't something I can control.

Going to look at getting the contract cancelled at this point

[jolly86]

Shockingly bad, complaints aren't interested they keep telling me to ring support, yes I'd love to spend an hour on the phone everyday getting told to reboot my router and wait, for the issue to resurface within the hour. 

[jolly86]

[Martin_N]

Hi jolly86,

Thank you for your post. I'm very sorry to hear about the issue with your broadband service. 

I have taken a look on our side and from what I can see it looks as though you may need an engineer visit to make some adjustments to the hub. 

I will private message you confirm data protection and look into this further. 

^Martin