27-07-2021 09:44 - edited 27-07-2021 09:48
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:
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.
on 27-07-2021 10:19
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 202750000 | 2.7 | 38 | 256 qam | 9 |
2 | 138750000 | 3 | 37 | 256 qam | 1 |
3 | 146750000 | 3 | 37 | 256 qam | 2 |
4 | 154750000 | 2.7 | 37 | 256 qam | 3 |
5 | 162750000 | 2.7 | 37 | 256 qam | 4 |
6 | 170750000 | 2.7 | 37 | 256 qam | 5 |
7 | 178750000 | 2.5 | 37 | 256 qam | 6 |
8 | 186750000 | 2.7 | 37 | 256 qam | 7 |
9 | 194750000 | 2.7 | 38 | 256 qam | 8 |
10 | 210750000 | 2.9 | 38 | 256 qam | 10 |
11 | 218750000 | 2.9 | 38 | 256 qam | 11 |
12 | 226750000 | 2.9 | 38 | 256 qam | 12 |
13 | 234750000 | 3 | 38 | 256 qam | 13 |
14 | 242750000 | 3 | 38 | 256 qam | 14 |
15 | 250750000 | 3 | 38 | 256 qam | 15 |
16 | 258750000 | 3 | 38 | 256 qam | 16 |
17 | 266750000 | 3.5 | 38 | 256 qam | 17 |
18 | 274750000 | 3.5 | 38 | 256 qam | 18 |
19 | 282750000 | 3.4 | 38 | 256 qam | 19 |
20 | 290750000 | 3.7 | 38 | 256 qam | 20 |
21 | 298750000 | 4 | 38 | 256 qam | 21 |
22 | 306750000 | 3.7 | 38 | 256 qam | 22 |
23 | 314750000 | 4.4 | 38 | 256 qam | 23 |
24 | 322750000 | 4.3 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 1893 | 1106 |
2 | Locked | 38.9 | 1412 | 0 |
3 | Locked | 38.9 | 1418 | 0 |
4 | Locked | 38.6 | 1257 | 0 |
5 | Locked | 38.6 | 934 | 0 |
6 | Locked | 38.6 | 1065 | 0 |
7 | Locked | 38.9 | 1153 | 0 |
8 | Locked | 38.9 | 1120 | 0 |
9 | Locked | 38.6 | 841 | 0 |
10 | Locked | 38.9 | 686 | 0 |
11 | Locked | 38.9 | 807 | 0 |
12 | Locked | 38.9 | 888 | 0 |
13 | Locked | 38.9 | 747 | 0 |
14 | Locked | 40.3 | 444 | 0 |
15 | Locked | 38.9 | 514 | 0 |
16 | Locked | 38.9 | 544 | 0 |
17 | Locked | 40.3 | 571 | 0 |
18 | Locked | 40.3 | 338 | 0 |
19 | Locked | 40.3 | 268 | 0 |
20 | Locked | 40.3 | 161 | 0 |
21 | Locked | 38.9 | 154 | 0 |
22 | Locked | 40.3 | 252 | 0 |
23 | Locked | 38.9 | 279 | 0 |
24 | Locked | 40.3 | 153 | 0 |
on 27-07-2021 10:20
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 39.8 | 5120 | 32 qam | 2 |
2 | 32600000 | 40 | 5120 | 32 qam | 4 |
3 | 25800000 | 37.8 | 5120 | 32 qam | 5 |
4 | 39400000 | 40 | 5120 | 64 qam | 3 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 5 | 0 |
3 | ATDMA | 0 | 0 | 7 | 0 |
4 | ATDMA | 0 | 0 | 8 | 0 |
27-07-2021 10:20 - edited 27-07-2021 10:21
Time Priority Description
27/07/2021 09:11:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:11:40 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:11:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:11:20 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:10:36 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:10:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:10:20 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:09:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:09:0 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:08:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:08:22 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:07:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 09:07:43 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:36 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:00:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:00:25 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:58 | Warning! | ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 08:55:34 | Warning! | TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 27-07-2021 10:25
Please help me virgin media
on 29-07-2021 09:59
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,
on 29-07-2021 13:53
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
on 29-07-2021 15:15
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,
on 02-08-2021 15:29
It's broken again
on 02-08-2021 15:45
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