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Internet not working

kieranarstall
On our wavelength

Hello all, 

I had a terrible time when i first joined with latency and packet loss, eventually it went away and i've had a good 6 month run. 

The internet doesn't work again now. Here are the stats: 

1bc5a9b17fd6fcff1101985e11c60fbd06bbbcb0

 

 I'm currently on my virgin media mobile, being charged data to use the internet, let me log on to the broken internet and try and get the up/down channels. 

12 REPLIES 12

kieranarstall
On our wavelength

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

12027500002.738256 qam9
2138750000337256 qam1
3146750000337256 qam2
41547500002.737256 qam3
51627500002.737256 qam4
61707500002.737256 qam5
71787500002.537256 qam6
81867500002.737256 qam7
91947500002.738256 qam8
102107500002.938256 qam10
112187500002.938256 qam11
122267500002.938256 qam12
13234750000338256 qam13
14242750000338256 qam14
15250750000338256 qam15
16258750000338256 qam16
172667500003.538256 qam17
182747500003.538256 qam18
192827500003.438256 qam19
202907500003.738256 qam20
21298750000438256 qam21
223067500003.738256 qam22
233147500004.438256 qam23
243227500004.338256 qam24

Downstream bonded channels

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

1Locked38.918931106
2Locked38.914120
3Locked38.914180
4Locked38.612570
5Locked38.69340
6Locked38.610650
7Locked38.911530
8Locked38.911200
9Locked38.68410
10Locked38.96860
11Locked38.98070
12Locked38.98880
13Locked38.97470
14Locked40.34440
15Locked38.95140
16Locked38.95440
17Locked40.35710
18Locked40.33380
19Locked40.32680
20Locked40.31610
21Locked38.91540
22Locked40.32520
23Locked38.92790
24Locked40.31530

Upstream bonded channels

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

14620000039.8512032 qam2
23260000040512032 qam4
32580000037.8512032 qam5
43940000040512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0050
3ATDMA0070
4ATDMA0080

Time Priority Description

27/07/2021 09:11:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:11:40criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:11:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:11:20criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:10:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:10:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:10:20criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:09:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:09:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:08:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:08:22criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:07:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 09:07:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:58Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 08:55:34Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Please help me virgin media

Hi @kieranarstall.

 

Welcome back to our community forums.

 

Sorry for the delay in response and to hear you are having issues with your service. I have been able to access your account and can see there is an SNR outage in your area that may be causing this. Our team are aware of this and will aim to resolve this as soon as possible. The current fix time is 02 AUG 2021 09:00.

 

Please let us know if the issues persist after this and we will do our best to help.

 

Thanks,

Akua_A
Forum Team

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


Thanks for your reply, 

Yes that seems to make sense re: intermittence. I got a text last night saying that they had fixed the issues and today i have internet, I haven't checked for packet loss which sometimes comes with the territory but hopeful it's restored. 

I have really low expectations of VM in terms of network stability so I'm actually impressed i was only without consistent internet for 3 days, and in fact I was kept up to date with the progress the whole way, so thanks! 

Kieran

 

We are glad to hear service has been restored @kieranarstall.

 

Please continue to monitor your service and let us know if you need any further help regarding this.

 

Thanks,

 

 

Akua_A
Forum Team

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


It's broken again

Hi @kieranarstall

 

Thanks for posting on our community forum!

 

There's currently an SNR (Signal Noise Ratio) outage ongoing in your area, you may see this cause issues with your connection, some dropouts - packet loss, etc. The estimated end date is 04 AUG 2021 09:00 as our engineers are working hard to have this resolved as soon as possible.

 

Once this is concluded your issues will fully be cleared up.

 

Regards

Travis_M
Forum Team

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