Intermittent broadband connection

[agis_k]

Hi

I'm working from home full time and I am thinking of switching to another broadband provider, since I've called an engineer and apart from changing the cable, all the issues still remain.

My internet connection keeps dropping for 5-10 secs and then is coming back. For me working from home means that this behaviour is very disruptive and enough for kicking me out of a meeting or ruin a presentation.

Posting a message here, hoping that someone will actually investigate the problem is the last move before I switch to another provider.

[agis_k]

If you notice the chart, there have already been 2 disruption, meaning that I was kicked out from my Zoom calls and had to wait about a min to reconnect again.

Thanks

[MikeRobbo]

It looks like a problem on the WAN side of the Hub.

Keep your >> BQM << running.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

[agis_k]

Hi. It’s been 3 days. I haven’t had an answer from the text service (they claim they forward my texts to the appropriate team) but it never goes through. 
I also haven’t been able to go through in the 0345 telephone line. 

could you please advise what are the steps to cancel my subscription? And imagine I was planning to upgrade. 🙂

[Melissa_F · Accepted solution]

Hi agis_k,

Thanks for posting.

I'm sorry you're experiencing drops in your connection whilst working from home. I completely understand that you need a stable connection to be able to do your job properly.

I've had a look at your services and I can see that you've got a prolonged stability issue which is going to need a technician visit to fix. 

I know you've mentioned in your last post that you're looking to cancel, so I wanted to check if that's still the case?

I'm happy to get you a technician visit booked, but if you're looking to cancel then you would need to contact the team on the number listed above, as we're not able to help with that from here.

Let me know either way.

Thanks

Melissa

[agis_k]

Hi Melissa

Provided that my issue is fixed, I will be looking at upgrading soon but I need to have a stable service first.

So I would appreciate if you could send a technician to see what's going on.

Thanks

Agis

[Melissa_F]

Thanks for letting me know.

I've booked you in for our next available technician appointment and you can see the details of this via your online account. You can also reschedule it if you need to.

I hope that's okay? 

Let me know how it goes.

Thanks

Melissa

[agis_k]

Thank you Melissa.

I'll let you know in a few days (will be keeping an eye on my BQM).

Thanks

Agis

[Melissa_F]

Great thanks Agis. 

I look forward to hearing from you 🙂

Melissa

[agis_k]

OK. A quick update.

A technician came earlier today and said that it is probably a Hub issue, so he replaced the hub.

Have created a new BQM to track the performance.

>>>>>>>>>>> BQM for the new router >>>>>>>>>>>>>>>>>>

Fingers crossed it'll go well.

[agis_k]

Hi Virgin Media team and 

It seems like my previous problems are back.

Please see my BQM chart and here are my logs from my router:

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

1	699000000	1.7	38	256 qam	33
2	491000000	2.5	38	256 qam	11
3	499000000	2	38	256 qam	12
4	507000000	2	38	256 qam	13
5	515000000	1.7	38	256 qam	14
6	523000000	2.2	38	256 qam	15
7	531000000	2.2	38	256 qam	16
8	539000000	2.2	38	256 qam	17
9	547000000	2.5	38	256 qam	18
10	555000000	2	38	256 qam	19
11	563000000	1.9	38	256 qam	20
12	571000000	1	38	256 qam	21
13	579000000	1.4	38	256 qam	22
14	587000000	1.2	38	256 qam	23
15	595000000	1.5	38	256 qam	24
16	603000000	1.7	38	256 qam	25
17	611000000	1.5	38	256 qam	26
18	619000000	1.9	38	256 qam	27
19	627000000	1.5	38	256 qam	28
20	635000000	1.5	38	256 qam	29
21	643000000	1	38	256 qam	30
22	651000000	1	38	256 qam	31
23	659000000	0.7	38	256 qam	32
24	707000000	1	38	256 qam	34

Downstream bonded channels

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

1	Locked	38.6	299	1586
2	Locked	38.9	355	1783
3	Locked	38.6	354	1995
4	Locked	38.9	396	2041
5	Locked	38.6	399	2200
6	Locked	38.9	329	1890
7	Locked	38.9	370	1880
8	Locked	38.9	349	2192
9	Locked	38.9	347	1887
10	Locked	38.9	358	1741
11	Locked	38.9	353	1649
12	Locked	38.6	373	1904
13	Locked	38.6	436	2158
14	Locked	38.9	374	1721
15	Locked	38.9	355	1554
16	Locked	38.6	383	1732
17	Locked	38.6	402	1499
18	Locked	38.6	348	1558
19	Locked	38.9	394	1524
20	Locked	38.9	352	1554
21	Locked	38.6	488	1577
22	Locked	38.9	439	1403
23	Locked	38.9	472	1644
24	Locked	38.9	394	1399

Upstream bonded channels

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

1	25800000	47	5120	64 qam	6
2	32600000	46.5	5120	64 qam	5
3	39400000	47	5120	64 qam	4
4	46200000	47.5	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	45	0
2	ATDMA	0	0	22	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	1	0

Network Log

Time Priority Description

20/09/2021 10:54:31	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 10:40:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 10:40:54	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 10:18:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 10:18:16	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 10:14:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 10:14:36	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 10:13:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 10:13:16	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 08:36:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 06:10:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 06:10:39	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 06:09:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 06:09:19	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 06:08:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 06:08:0	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 06:06:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 06:06:40	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 06:05:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 06:05:20	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I hope someone picks up to help me resolve the issue. Thanks