Intermittent broadband for several months!

[kan-izh]

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:

[kan-izh]

Some stats from my router

Downstream bonded channels

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

1	331000000	6.3	40	256 qam	25
2	203000000	6.6	40	256 qam	9
3	211000000	6.5	40	256 qam	10
4	219000000	6	40	256 qam	11
5	227000000	5.8	38	256 qam	12
6	235000000	5.8	38	256 qam	13
7	243000000	5.5	38	256 qam	14
8	251000000	5.4	40	256 qam	15
9	259000000	5.5	38	256 qam	16
10	267000000	5.8	38	256 qam	17
11	275000000	5.8	40	256 qam	18
12	283000000	6	40	256 qam	19
13	291000000	6.1	38	256 qam	20
14	299000000	6.8	38	256 qam	21
15	307000000	6.5	40	256 qam	22
16	315000000	6.4	40	256 qam	23
17	323000000	6.3	38	256 qam	24
18	339000000	6.1	40	256 qam	26
19	347000000	5.9	40	256 qam	27
20	355000000	5.9	40	256 qam	28
21	363000000	5.6	40	256 qam	29
22	371000000	5.5	40	256 qam	30
23	379000000	5.4	40	256 qam	31
24	387000000	5.6	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	13263	994
2	Locked	40.3	20664	3149
3	Locked	40.3	20796	4583
4	Locked	40.3	20911	5306
5	Locked	38.9	21341	5077
6	Locked	38.9	20720	3722
7	Locked	38.9	20237	3299
8	Locked	40.3	20742	3544
9	Locked	38.9	21433	3956
10	Locked	38.9	21749	4127
11	Locked	40.3	22000	3452
12	Locked	40.3	21599	2432
13	Locked	38.9	19704	1482
14	Locked	38.9	16744	1080
15	Locked	40.9	12986	1052
16	Locked	40.3	12037	979
17	Locked	38.9	12269	1014
18	Locked	40.3	13170	888
19	Locked	40.3	10302	919
20	Locked	40.3	7145	865
21	Locked	40.3	4276	809
22	Locked	40.3	3577	832
23	Locked	40.3	3375	810
24	Locked	40.9	2449	824

Upstream bonded channels

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

1	49600000	35.5	5120	64 qam	1
2	36600000	34.5	5120	64 qam	3
3	43100000	35.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[kan-izh]

Network Log

Time Priority Description

08/12/2022 12:55:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:55:6	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:54:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:54:46	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:53:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:53:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:53:26	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:53:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:53:6	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:51:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:51:46	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:51:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:51:26	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:50:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:50:6	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:49:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:49:46	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:48:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:48:26	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 12:48:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Paul_DN]

Hi kan-izh,

Thank you for reaching out to us in our community and welcome, really sorry to see you have been facing intermittent drops in your connection, although the drops only lasted seconds it is effecting you when making Video calls ETC.

I was able to locate you on our system with the details we have for you, after running further checks I can see there is an SNR (Signal to Noise Ratio) fault in your area, this is generally caused by an exposed or faulty connection causing noise on the Network, these can be quite tricky to locate and once found doees usually required works doing which we have to wait for permits from the local Council.

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 ASAP.

This was raised on 23/10/22 which coincides from when you started facing issues, the estimated fix time is Today 12/12/22 @15:00 however this can change.

Regards

Paul.

[kan-izh]

The issue seems was not fixed yet. Yesterday and today is especially bad.

[Nathan_B]

Thanks for your reply @kan-izh, sorry to see that this has still not been resolved.

I have checked for an update on the SNR issue and it seems like the estimated fix time is now today at 3pm. As the times are estimates only, they can change depending on the complexity of the issue.

If you need any further updates, please let us know. We will be happy to assist.

Regards

Nathan

[kan-izh]

Was anything actually fixed? I still see "Looks like there are issues in your postcode affecting your services", timeouts and errors in logs.

[Rbaig]

Hi .I am having issue with broadband .I am not getting internet on my house .I am having a trouble to get the signal intermittently in my hub 4 .Engineer visit three times and changed the hub .Now I have a problem again today same no internet connectivity in my hub 4.I rang Virgin media and they book the engineer.It’s quite frustrating.I don’t no what to do .Please give me advice.

[kan-izh]

It's definitely not fixed, as usual... Today I had another few seconds gap, very noticeable as I was using a Remote Desktop. If it is not fixed this month, I am thinking to cancel the services, too much struggle. I need a reliable connection.

[Tom_W1]

Hi @kan-izh thanks for your reply, sorry you're still having issues.

It does look like this is still ongoing unfortunately, the latest info is that it's due to be fixed Jan 16th @ 15:00.

If this is happening after this time, please let us know.

Many thanks