Virgin Media Community

[Seismica]

Hi,

I'm having an intermittent network issue over the last few days, with all devices losing connection frequently (both wired and wifi).

Service checker (when it manages to run without timing out) reports no issues in my area. I have tried all the troubleshooting steps in my home.

When running a speedtest, my download speed is extremely limited, and my upload speed is zero. Most of the time, the test doesn't load at all. https://www.broadbandspeedchecker.co.uk/test-result.html?id=374517442

The issue is almost exactly as I described only a few short months ago in this thread (an issue which was believed to be resolved): https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Network-Issue/m-p/4445560#M332...

Assuming that the cause of the issue is the same as it was back in October, whatever fixed that previous issue was only temporary and a more permanent solution is needed.

Similarly to the previous issue, I checked the router status again only 2 upstream channels (power level too high), many errors in the network log including critical errors, partial service errors etc. I will post these separately.

Please can someone at VM help me with this issue? This needs to be resolved as my connection is proving to be consistently unreliable.

[Seismica]

Downstream bonded channels

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

1	387000000	-1.7	38	256 qam	28
2	267000000	-2	38	256 qam	17
3	275000000	-1.9	38	256 qam	18
4	283000000	-1.7	38	256 qam	19
5	291000000	-1.7	38	256 qam	20
6	299000000	-1.5	38	256 qam	21
7	307000000	-1.2	38	256 qam	22
8	315000000	-1.4	38	256 qam	23
9	323000000	-1.2	38	256 qam	24
10	331000000	-1	38	256 qam	25
11	371000000	-1.5	38	256 qam	26
12	379000000	-1.4	38	256 qam	27
13	395000000	-2.2	38	256 qam	29
14	403000000	-2	38	256 qam	30
15	411000000	-1.2	38	256 qam	31
16	419000000	-1	38	256 qam	32
17	427000000	-1.7	38	256 qam	33
18	435000000	-1.2	38	256 qam	34
19	443000000	-1	38	256 qam	35
20	451000000	-0.7	38	256 qam	36
21	459000000	-0.5	38	256 qam	37
22	467000000	-0.5	38	256 qam	38
23	475000000	-0.7	38	256 qam	39
24	483000000	-1	38	256 qam	40

Downstream bonded channels

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

1	Locked	38.6	30	0
2	Locked	38.6	8	0
3	Locked	38.6	11	0
4	Locked	38.9	9	0
5	Locked	38.6	8	0
6	Locked	38.9	30	0
7	Locked	38.9	29	0
8	Locked	38.6	25	0
9	Locked	38.6	15	0
10	Locked	38.6	13	0
11	Locked	38.6	15	0
12	Locked	38.6	30	0
13	Locked	38.6	31	0
14	Locked	38.6	37	0
15	Locked	38.6	22	0
16	Locked	38.6	27	0
17	Locked	38.6	50	0
18	Locked	38.9	40	0
19	Locked	38.6	34	0
20	Locked	38.6	34	0
21	Locked	38.6	33	0
22	Locked	38.6	36	0
23	Locked	38.9	51	0
24	Locked	38.6	51	0

Upstream bonded channels

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

1	39400000	52.5	5120	32 qam	4
2	46200000	52.5	5120	32 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Seismica]

Network Log

Time	Priority	Description
14/02/2021 12:03:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 12:01:50	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 11:57:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:22:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:22:43	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:11:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:11:5	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:06:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:06:24	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:05:3	notice	Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:04:48	critical	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;
13/02/2021 14:04:18	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:04:18	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:02:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:02:51	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:02:51	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:02:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:02:48	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:00:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 14:00:45	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[tehwolf]

You only have two upstream channels - and they are at 32QAM - you should have four all at 64.. guessing that this will need another engineer visit - wait for someone from VM to respond to the thread and take a look at your stats from their end - they will be able to take care of getting one booked for you.

In the meantime, it's probably worth making sure that all of the coax connections (inside and out) aren't loose..

[Seismica]

Hi, I've still had no response from a VM representative.

Network issues seem to have been less frequent over the last week but the underlying issues are still there. Still only 2 upstream channels. Still many crtical errors highlighted in the network log. Definitely need an engineer to assess because any disruption to service is critical when trying to work from home. I want to speak directly with an engineer to understand what the potential cause is and what will need to be fixed.

Since we moved into this home it's clear the cabinet across the street (presumably the one servicing us) is not fully secure and so it is possible there is some damage to the equipment inside. It's also not clear to me how old the connection is from the cabinet to my house, if this could be potential cause it's probably better replaced (Our local gas company is digging up and replacing all the lines in the near future - possible opportunity to access any cable ducting between the cabinet and our home, if it's in the same places).

My broadband quality monitor frequently has blocks that show all red / 100% packet drop. https://www.thinkbroadband.com/broadband/monitoring/quality/share/870436bf9ce11e00ee9329cec779078e0f...

I will try calling but was hoping this could be resolved on here rather than try to relay all of this info over the phone.