Community FAQ
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

Intermittent broadband for several months!

kan-izh
Tuning in

on ‎08-12-2022 12:59

Since I've joined in ~June, I have unstable connection. It seems works kind of ok, but during the day I have few seconds connection drops. It sounds as not a big deal, but affects me significantly especially when I am on a video call or similar.

I've had 5 or so engineer visits already, they have replaced all possible connectors and wires in the house. but it seems does not help. For couple few months I have permanent "issues in your postcode affecting your services", I've called technical support several times, they usually promise fix by tomorrow or so but there is no any progress in the fixing the issue. I have BQM installed:

My Broadband Ping - VM

 

0 Kudos
25 REPLIES 25

kan-izh
Tuning in
In response to Tom_W1

on ‎18-01-2023 10:24

Just got a glitch again, seems there is still an issue.

18/01/2023 10:16:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 10:15:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2023 10:15:58criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos

kan-izh
Tuning in
In response to Tom_W1

on ‎18-01-2023 11:06

The router seems just rebooted itself at around 10:45
0 Kudos

Alex_RM
Forum Team
Forum Team
In response to kan-izh

on ‎20-01-2023 14:09

Hi kan-izh,

Thanks for posting and sorry to hear you're hub disconnected again.

Looking at things from our side I can see you've been able to contact us regarding this.

If you do still need help with anything please let us know.

Alex_Rm

0 Kudos

kan-izh
Tuning in
In response to Alex_RM

on ‎20-01-2023 22:35

I have booked yet another engineer visit. Hopefully it would help this time...
0 Kudos

kan-izh
Tuning in
In response to Alex_RM

on ‎27-01-2023 13:29

I have had a visit on Wednesday, and engineer replaced it with Hub 5. I think it somehow improved, but seems it have not fixed the problem completely. Today I had a glitch for a few seconds. Current stats are

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 46.8 5120 QAM 64 1
1 43100000 47.8 5120 QAM 64 2
2 36600000 48.8 5120 QAM 64 3
3 30100000 49.8 5120 QAM 64 4
4 23600000 51.5 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 18 0
4 ATDMA 0 0 38 0

And bunch of warnings and errors like
27-01-2023 10:27:21 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-01-2023 10:27:21 warning Dynamic Range Window violation

Is it still postcode area issues?
0 Kudos

Paul_DN
Forum Team
Forum Team
In response to kan-izh

on ‎29-01-2023 14:48

Hi kan-izh,

Thank you for reaching back out, there is still currently an SNR fault in the area (Signal to Noise Ration) fault in the area, You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

This was raised on 22/01/23 @ 19:10 and the estimated fix is 30/01/22 @  09:00.

Regards

Paul.

0 Kudos

kan-izh
Tuning in
In response to Paul_DN

on ‎01-02-2023 11:19

Just had a glitch again. Some stats:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000044.55120QAM 641
14310000036.35120QAM 642
23660000036.55120QAM 643
33010000036.55120QAM 644
42360000048.35120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0020
1ATDMA0030
2ATDMA00230
3ATDMA00210
4ATDMA001750

 

Network Log

Time Priority Description
01-02-2023 11:15:32noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 11:14:16warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 11:13:44noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 11:13:44warningDBC-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;
01-02-2023 11:13:36warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 11:13:36warningDynamic Range Window violation
01-02-2023 11:13:36warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 11:13:36warningDynamic Range Window violation
01-02-2023 11:13:05noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 11:13:00noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 11:13:00warningDBC-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;
01-02-2023 11:12:25warningDBC-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;
01-02-2023 11:12:25noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

0 Kudos

Molly_T
Forum Team
Forum Team
In response to kan-izh

on ‎03-02-2023 12:02

Hi Kan-izh. Thank you for returning to this public thread to keep us updated!

Sorry to hear you are still experiencing issues. Sadly you are affected by a local outage. This is currently estimated to resolve by 8th February at 2pm. You can also check for updates here 👉 https://virg.in/service or call 📞0800 561 0061. 

Pleas let us know if you are still having issues but the outage confirms as ended so we can offer further support if needed!

Wishing you all the best 🌞

Molly
0 Kudos

kan-izh
Tuning in
In response to Molly_T

on ‎10-02-2023 10:01

Again.

Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
0ATDMA0140
1ATDMA0100
2ATDMA0150
3ATDMA0120
4ATDMA01310

 

Network Log

TimePriorityDescription
10-02-2023 07:03:23warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:03:13criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:02:46noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:02:40noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.
10-02-2023 07:02:40noticeCM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:02:40noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:02:40noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
10-02-2023 07:02:23warningDBC-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;
10-02-2023 07:02:15warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:02:03criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:02:03criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:01:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:01:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:01:43criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:01:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:01:33warningDBC-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;
10-02-2023 07:01:33warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:01:26criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:01:25warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 07:01:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
0 Kudos

Ayisha_B
Forum Team
Forum Team
In response to kan-izh

on ‎12-02-2023 11:52

Hi @kan-izh,

I am so sorry you're still experiencing issues. 

I can see you are still impacted by the outage. 

The current estimated time of fix is 15 FEB 2023.

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

Thank you for your continued patience. 

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
0 Kudos
Top