Virgin Media Community

[sousie27]

Hi all, this has been happening on & off for about 3 months now.

To cut a long story short, there was a local problem which was fixed round about Christmas, problem went away for a couple of weeks & then started again but nothing on status to suggest local problem this time. Dropouts often last a minute or less but enough to affect anything I might be doing or watching on TV. 

Engineer visited 18 Jan, replaced the ends on the splitter, tightened everything up & all was ok for about another 2 weeks until it started again on & off. A reboot will fix it temporarily.

Today however the outage didn't go away & when I checked the hub it was flashing yellow. A reboot has restored it. Again nothing on the my virgin app or status phone line.

I've never had all these problems before & I just want the service to be restored to what it used to be. 

Here is a copy of BQM from this morning, hub stats to follow. I've been running BQM since December but don't really know what they mean except there's a lot of red lines & blocks in some of them.

Grateful for any help, thanks.

[sousie27]

3.0 Downstream channels

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

25	331000000	1	36.6	QAM256	25
18	275000000	1.2	36.6	QAM256	18
19	283000000	1.5	36.6	QAM256	19
20	291000000	1.4	36.4	QAM256	20
21	299000000	0.8	36.4	QAM256	21
22	307000000	0.3	35.8	QAM256	22
23	315000000	0.5	36.4	QAM256	23
24	323000000	0.8	36.4	QAM256	24
26	339000000	0.8	36.4	QAM256	26
27	347000000	1.5	36.4	QAM256	27
28	355000000	2.2	37.4	QAM256	28
29	363000000	1.9	37.6	QAM256	29
30	371000000	1.8	37.4	QAM256	30
31	379000000	1.6	37.4	QAM256	31
32	387000000	1	37.6	QAM256	32
33	395000000	0.6	37.4	QAM256	33
34	403000000	0.8	37.4	QAM256	34
35	411000000	0.8	37.6	QAM256	35
36	419000000	0.7	37.4	QAM256	36
37	427000000	0.9	37.6	QAM256	37
38	435000000	0.6	37.4	QAM256	38
39	443000000	0.1	36.6	QAM256	39
40	451000000	0	37.4	QAM256	40
41	459000000	-0.1	36.6	QAM256	41
42	467000000	0.4	36.4	QAM256	42
43	475000000	0.1	36.6	QAM256	43
44	483000000	0.4	37.4	QAM256	44
45	491000000	0	37.4	QAM256	45
46	499000000	0.5	37.4	QAM256	46
47	507000000	0.3	37.6	QAM256	47
48	515000000	0.7	39	QAM256	48

3.0 Downstream channels

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

25	Locked	36.609653	0	0
18	Locked	36.609653	0	0
19	Locked	36.609653	0	0
20	Locked	36.386890	0	0
21	Locked	36.386890	0	0
22	Locked	35.779911	0	0
23	Locked	36.386890	0	0
24	Locked	36.386890	0	0
26	Locked	36.386890	0	0
27	Locked	36.386890	0	0
28	Locked	37.355988	0	0
29	Locked	37.636276	0	0
30	Locked	37.355988	0	0
31	Locked	37.355988	0	0
32	Locked	37.636276	0	0
33	Locked	37.355988	0	0
34	Locked	37.355988	0	0
35	Locked	37.636276	0	0
36	Locked	37.355988	0	0
37	Locked	37.636276	0	0
38	Locked	37.355988	0	0
39	Locked	36.609653	0	0
40	Locked	37.355988	0	0
41	Locked	36.609653	0	0
42	Locked	36.386890	0	0
43	Locked	36.609653	0	0
44	Locked	37.355988	0	0
45	Locked	37.355988	0	0
46	Locked	37.355988	0	0
47	Locked	37.636276	0	0
48	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

-4.2

45279227

0

[sousie27]

3.0 Upstream channels

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

1	36600000	42.5	5120 KSym/sec	QAM64	3
2	23600000	41.5	5120 KSym/sec	QAM64	5
3	30100000	41.5	5120 KSym/sec	QAM64	4
4	43100000	42.5	5120 KSym/sec	QAM64	2
5	49600000	42.5	5120 KSym/sec	QAM64	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

39.2

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

[sousie27]

Network Log

Time Priority Description

Wed 01/03/2023 10:37:39	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 10:37:39	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 09:47:16	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 09:47:16	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 09:47:06	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 09:46:58	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 09:43:08	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 09:43:06	3	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=3.1;
Wed 01/03/2023 09:42:06	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 09:42:05	3	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=3.1;
Wed 01/03/2023 09:41:20	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 09:39:59	3	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=3.1;
Wed 01/03/2023 09:31:56	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 08:41:51	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 08:38:52	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 07:58:31	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 07:55:52	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 07:55:04	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 07:54:57	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 07:54:57	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 07:18:29	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 07:18:09	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 06:51:20	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 06:49:10	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 06:39:33	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 06:38:48	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 05:26:47	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 05:19:28	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 05:09:31	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 05:09:05	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 04:51:08	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 04:48:57	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 04:20:12	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 04:18:44	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 03:26:29	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 03:26:08	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 03:25:18	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 03:23:42	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 03:21:39	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 03:20:05	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 02:00:45	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 01:57:09	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 01:54:00	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 01:51:00	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 01:51:00	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 00:59:49	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 00:59:46	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 00:50:34	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 00:48:57	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 01/03/2023 00:38:44	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Adri_G]

Hey sousie27, thanks for posting on our help forum and sorry to hear of the ongoing issues faced with your services recently.

We'd love to assist, from our latest checks and updates there seems to be an outage, sorry for any inconvenience this may have caused you.

The fix estimate for this is on 8th March at 13:55pm.
Please, do let us know here in case the connection issues persist after this time.
You may also check on this link here for further updates on the outage.

[sousie27]

Hi Adri, thanks for your reply.

I'm well aware that there is an outage now as this has appeared this morning after I checked when it went down again. According to the app the estimated fix for this is 6pm this evening. Are you telling me then that the outage you mention has been the cause of all my problems over the last few weeks without it being notified via the app or the phone status line both of which I have checked regularly?

Presumably all the stats I posted were a waste of time then, & I just need to wait to see if there's any improvement in the service after the date you mentioned, which I will do & certainly let you know if the issues persist. 

Thanks.

PS I just checked the link in your post & it says no issues in my area & app is now saying the same! 

[Gareth_L]

Hello sousie27,

Sorry nothing is showing up online when you last checked.

We do also have a service status number 0800 561 0061.

If nothing is advised on this, then it will be best to wait until the 8th sorry.

Gareth_L

[sousie27]

Hi Gareth, thanks for replying.

I’m pleased to say I haven’t noticed any dropouts over the weekend but the status line (which I have been checking regularly) does now mention the fault although there is nothing on the app or online.

What I couldn’t understand was the fact I’ve been having these problems on & off for weeks without there being any mention of a fault until now.

I signed up for text alerts so hopefully I’ll hear when it’s fixed.

Thanks again.

[Robert_P]

Thanks for the update sousie27, from checking the issue is a SNR fault under reference F010514237. The current estimated fix date and time is the 9th March 2023 at 9.40am.

As this is estimated it may change, please keep an eye on the service status page for update 🙂

Rob