Internet instability and packet loss

[Tuqiri]

Heyhey,

We have recently got installed onto Virgin 1GB FTTP package (Saturday 14th). However ever since then our internet stability has been completely terrible with constant packet loss and loss of internet entirely.

After checking the Hub logs I can see there is a lot of T2, T3 and T4 timeouts happening.

Speaking with Telephone support seems to have been absolutely useless they added the WiFi extenders onto my package assuming I had a WiFi problem. They then booked two engineer visits after calling them back. One to check the cabling and one to debug my actual problem.

When the engineer came to set up FTTP we noticed that he added a 6 dB attenuator onto the end going into the Hub, he did not explain why this was added but I assume that is not causing this problem. We also noticed after he left that he snagged the fibre cable in the plastic cable storage box when he clipped it back onto the wall.

Here is a link to ThinkBroadBand checker: https://www.thinkbroadband.com/broadband/monitoring/quality/share/ff807440569bad65d60711f398aeb702e0...



Here is some info from the Hub:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	331000000	Locked
Ranged Upstream Channel(Hz)	60300000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

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

1	331000000	4.4	39	QAM 256	25
2	139000000	3.8	39	QAM 256	1
3	147000000	3.8	39	QAM 256	2
4	155000000	3.8	39	QAM 256	3
5	163000000	3.8	39	QAM 256	4
6	171000000	3.9	38	QAM 256	5
7	179000000	4.1	38	QAM 256	6
8	187000000	4.2	38	QAM 256	7
9	195000000	4.4	38	QAM 256	8
10	203000000	4.4	39	QAM 256	9
11	211000000	4.5	39	QAM 256	10
12	219000000	4.4	39	QAM 256	11
13	227000000	4.4	39	QAM 256	12
14	235000000	4.3	39	QAM 256	13
15	243000000	4.3	39	QAM 256	14
16	251000000	4.4	39	QAM 256	15
17	259000000	4.4	39	QAM 256	16
18	267000000	4.5	39	QAM 256	17
19	275000000	4.5	39	QAM 256	18
20	283000000	4.5	39	QAM 256	19
21	291000000	4.6	39	QAM 256	20
22	299000000	4.5	39	QAM 256	21
23	307000000	4.5	39	QAM 256	22
24	315000000	4.5	39	QAM 256	23
25	323000000	4.5	39	QAM 256	24
26	339000000	4.6	39	QAM 256	26
27	347000000	4.6	39	QAM 256	27
28	355000000	4.6	39	QAM 256	28
29	363000000	4.6	39	QAM 256	29
30	371000000	4.7	38	QAM 256	30
31	379000000	4.8	39	QAM 256	31
32	387000000	4.8	38	QAM 256	32

Downstream bonded channels

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

1	Locked	39	0	0
2	Locked	39	16	0
3	Locked	39	0	0
4	Locked	39	0	0
5	Locked	39	14	0
6	Locked	38	0	0
7	Locked	38	34	0
8	Locked	38	0	0
9	Locked	38	0	0
10	Locked	39	0	0
11	Locked	39	0	0
12	Locked	39	0	0
13	Locked	39	0	0
14	Locked	39	0	0
15	Locked	39	0	0
16	Locked	39	0	0
17	Locked	39	0	0
18	Locked	39	0	0
19	Locked	39	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	39	0	0
23	Locked	39	0	0
24	Locked	39	0	0
25	Locked	39	0	0
26	Locked	39	0	0
27	Locked	39	0	0
28	Locked	39	0	0
29	Locked	39	0	0
30	Locked	38	0	0
31	Locked	39	0	0
32	Locked	38	0	0

Upstream bonded channels

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

0	60300000	43.8	5120	QAM 64	9
1	53700000	43.3	5120	QAM 64	10
2	46200000	43.3	5120	QAM 64	11
3	39400000	43.8	5120	QAM 64	12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	11	7	7
1	ATDMA	0	11	6	3
2	ATDMA	0	11	3	3
3	ATDMA	0	11	1	0

Network Log

Time Priority Description

25-01-2023 17:16:07	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:14:26	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:14:26	warning	Dynamic Range Window violation
25-01-2023 17:13:30	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:13:18	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:07:55	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:05:13	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:05:13	warning	Dynamic Range Window violation
25-01-2023 17:05:12	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:04:07	warning	Dynamic Range Window violation
25-01-2023 17:04:07	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:03:13	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:02:47	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:02:47	warning	Dynamic Range Window violation
25-01-2023 17:01:13	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 17:00:07	warning	Dynamic Range Window violation
25-01-2023 17:00:07	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 16:59:18	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 16:58:25	warning	Dynamic Range Window violation
25-01-2023 16:58:25	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 16:58:02	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 16:56:53	warning	Dynamic Range Window violation
25-01-2023 16:56:53	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 16:56:15	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 16:56:09	warning	Dynamic Range Window violation
25-01-2023 16:56:09	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 16:56:09	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 16:56:09	warning	Dynamic Range Window violation
25-01-2023 16:56:09	warning	Dynamic Range Window violation
25-01-2023 16:56:09	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 16:54:15	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;
25-01-2023 16:53:37	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=-snipped-;CMTS-MAC=-snipped-;CM-QOS=1.1;CM-VER=3.1;

[Tuqiri]

Hi,

The 3rd engineer came today to check over the problems we have been having. He did mention that two regional managers for Virgin are looking very closely at the problems we have been having and informed the engineer about this before visiting us. I am happy that at least someone from Virgin is actually taking this issue seriously and have not left us in the dark.

From what he mentioned there seems to be a wider problem with the provisioning of Virgin in our area as someone else down the road from us also seems to be having the same issue as us. After he spoke to his manager for a while in his van they are unsure where in their own network the problem is coming from so they will need to set up a "Dummy MAP" for a week to try to isolate where the problem is coming from.

I did ask about possible compensation for this issue however I was told because it's not a complete outage of service that we will unlikely be able to get anything back. Personally, I think that's completely unreasonable as the service has been unusable at times it might as well be a complete loss of service. I've not switched from using our old ISP because of how unstable it has been.

I've still had no response to my problems on this forum from Virgin...

[Andrew-G]

I did ask about possible compensation for this issue however I was told because it's not a complete outage of service that we will unlikely be able to get anything back. 

VM happily refer to the Ofcom automatic compensation scheme as though those are your only rights here, but that's not the case.  The following steps are the way to get compensation for an unreliable connection:

1) You raise a formal complaint with VM; This should outline the problem, and the resolution you want.  

2) Either VM come up with a credible settlement, or they don't.  Set your expectations dial to "they don't".  Any poor outcome doesn't matter, including closure of the complaint, rejection, an inadequate settlement, or even the disappearance of the complaint into the ether.  The whole point is that VM have a reasonable opportunity given to them to address the matter before you unleash the hounds.  If you get a fob off, then you reply by rejecting it and asking for a "deadlock letter" for the purposes of escalation to the industry complaints adjudicator.

3) If VM haven't satisfied your complaint, then you take the matter up with Ombudsman Services.  There are two important criteria here - either you have a deadlock letter, alternatively eight weeks have elapsed since a formal complaint was made to VM.  If you have to involve Ombudsman Services you might want to do a quick summary to Ofcom as well, although don't put much effort into that because Ofcom operate at an industry level rather than getting involved in resolving specific complaints.

VM like to make out that the patchy auto-compensation scheme is the only option for customers, and that doesn't cover intermittent outages or poor service.  That's incorrect: The Consumer Rights Act 2015 requires any consumer service to be provided with "reasonable skill and care" failing which the company are liable to resolve the matter through various fixes including compensation.  Also, the Ofcom Fairness Commitments that VM agreed to in 2019 (but CEO Lutz Schuler and his senior team seem to have forgotten) state "Customers’ services work as promised, reliably over time. If things go wrong providers give a prompt response to fix problems and take appropriate action to help their customers, which may include providing compensation where relevant. If providers can’t fix problems with core services they have promised to deliver within a reasonable period, customers can walk away from their contract with no penalty."

Of course, the other thing is to cut your losses and cancel with VM.  You could exercise your rights referred to above, but at the moment cancelling in response to the forthcoming price rise would be quicker and easier than fighting for release from contract due to VM's poor service.  

[John_GS]

Hi Tuqiri

Thanks for coming back to the thread. OK so networks are aware of this and a ticket has been raised. Fault reference is F010433001 and the estimated fix date is the 8th February. 

I will send you a PM though to help with the complaint

Best wishes