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spudjones
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Intermittent connection | known fault

Hey there,

I've been dealing with an intermittent connection for the last 10 days or so. While service status page was all green, calling their 0800 number tells me that there's a complex fault in my area (W11). I figured there's nothing I can do on my end, but hope that by posting here someone from VM but can give me more context around the fault (what it is, estimated fix date etc.), and if by chance there's something I can do on my end. 

Some context:

  • On M500, SH3 in modem mode with ASUS RT-AC86U
  • Done the usual tests, resets, cable checks (using coax provided by VM)
  • Affects all devices both wireless and ethernet
  • Speeds constantly fluctuating across down/up eg. up should be 32 but mostly stays around 3. Although i've noticed in the last two days it's started reaching back to normal speeds it still drops very frequently (more noticeable while running speed tests). Having two people on VoIP is no doubt becoming a problem.
  • Relatively consistent packet loss + the odd latency spike

 

Router Status

Here's some data from the hub. I last rebooted yesterday morning. There's a staggering amount of T3 timeouts.

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

202750000

1.2

37

256 qam

9

2

138750000

3.5

38

256 qam

1

3

146750000

1.7

38

256 qam

2

4

154750000

0.7

38

256 qam

3

5

162750000

1.2

38

256 qam

4

6

170750000

1.9

38

256 qam

5

7

178750000

2

38

256 qam

6

8

186750000

2.7

38

256 qam

7

9

194750000

2

38

256 qam

8

10

210750000

0.5

38

256 qam

10

11

218750000

-0.2

38

256 qam

11

12

226750000

-0.2

38

256 qam

12

13

234750000

0

38

256 qam

13

14

242750000

-0.5

38

256 qam

14

15

250750000

-1

38

256 qam

15

16

258750000

-1

38

256 qam

16

17

266750000

-0.7

38

256 qam

17

18

274750000

-1.2

38

256 qam

18

19

282750000

-1.4

38

256 qam

19

20

290750000

-1.2

37

256 qam

20

21

298750000

-1.7

38

256 qam

21

22

306750000

-2

38

256 qam

22

23

314750000

-2

37

256 qam

23

24

322750000

-1.7

38

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.9

16

0

2

Locked

38.6

14

0

3

Locked

38.6

2

0

4

Locked

38.9

160

0

5

Locked

38.9

57

0

6

Locked

38.6

23

0

7

Locked

38.9

10

0

8

Locked

38.6

1

0

9

Locked

38.6

6

0

10

Locked

38.6

12

0

11

Locked

38.6

9

0

12

Locked

38.6

8

0

13

Locked

38.9

13

0

14

Locked

38.6

5

0

15

Locked

38.9

10

0

16

Locked

38.6

12

0

17

Locked

38.6

11

0

18

Locked

38.6

7

0

19

Locked

38.6

32

0

20

Locked

37.6

14

0

21

Locked

38.6

19

0

22

Locked

38.6

9

0

23

Locked

37.6

13

0

24

Locked

38.6

21

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

47.3

5120

64 qam

3

2

32600000

42.8

5120

64 qam

5

3

39400000

44.8

5120

64 qam

4

4

53700000

45.3

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

220

0

4

ATDMA

0

0

0

0

 

Will post network logs and BQM in another comment (character limit 😅

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spudjones
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Re: Intermittent connection | known fault

Network Log

Time

Priority

Description

16/01/2021 16:52:50

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/01/2021 16:52:49

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/01/2021 13:55:48

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/01/2021 13:55:47

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/01/2021 11:49:1

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/01/2021 11:48:44

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/01/2021 05:45:27

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/01/2021 05:42:29

notice

SW download Successful - Via NMS

15/01/2021 05:40:39

notice

SW Download INIT - Via NMS

14/01/2021 17:04:35

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 17:03:43

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;

14/01/2021 17:03:13

Warning!

TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 17:03:13

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 07:41:21

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 07:41:20

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 07:39:48

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 07:39:48

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 07:09:11

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 07:09:11

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 05:19:44

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

BQM

I've been running a BQM the last 24 hours, which certainly maps back to when I've been getting dropouts.

Live BQM Link

 

Again, I imagine there's not much I can do on my end but would appreciate any insight around the fault. I understand a lot of folks here recommend calling VM at 8:00am. Would that be worthwhile given my current situation? Been learning a ton just by browsing on here, so thank you for that. 

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gary_dexter
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Helpful Answer

Re: Intermittent connection | known fault

If you are having issues then you either need to call in or wait 5-10 days for a forum rep to reply here.

Also the link to your BQM isn't working.

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spudjones
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Re: Intermittent connection | known fault

Oops, sorry, BQM link should be working now.

Is 0345 454 1111 the number I should be calling?
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Emily_G
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Re: Intermittent connection | known fault

Thanks for the post Spudjones and welcome to our community.

 

We can see there's currently a known area fault that may be affecting your services, I'll pop the information on this below.

 

Reference: F008720722   

Estimated repair time: 22 JAN 2021 12:00

 

Thanks, Emily.