Loss of Service

[Swinbag]

Good afternoon all,

Looking for some guidance on an issue we're having with our broadband service; we've had problems since yesterday evening, constant dropouts and high latency/ packet loss.

Checked the VM service status page and it says there are no issues in the area - my wife is attempting to work from home and has had to resort to hot-spotting on her mobile as the connection has been down most of the morning.

Tried the usual shutting down the hub and checking connections etc. but no change.

Currently running in modem mode with an Edgerouter - BQM and stats below, any insight would be greatly appreciated!!

[Swinbag]

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	60299998	Locked
Provisioning State	Online

 

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	-4.7	32	256 qam	25
2	203000000	-3.4	25	256 qam	0
3	211000000	-3.7	25	256 qam	0
4	219000000	-3.7	26	256 qam	0
5	227000000	-3.7	26	256 qam	0
6	235000000	-4	27	256 qam	13
7	243000000	-4.2	27	256 qam	14
8	251000000	-4	28	256 qam	15
9	259000000	-4.2	29	256 qam	16
10	267000000	-4.2	29	256 qam	17
11	275000000	-4.2	30	256 qam	18
12	283000000	-4.7	31	256 qam	19
13	291000000	-4.7	32	256 qam	20
14	299000000	-4.7	32	256 qam	21
15	307000000	-5	32	256 qam	22
16	315000000	-4.7	32	256 qam	23
17	323000000	-4.5	32	256 qam	24
18	339000000	-4.5	32	256 qam	26
19	347000000	-4.9	32	256 qam	27
20	355000000	-5.5	32	256 qam	28
21	363000000	-5.2	32	256 qam	29
22	371000000	-4.9	32	256 qam	30
23	379000000	-4.5	33	256 qam	31
24	387000000	-4.2	32	256 qam	32

 

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	32.9	12466	0
2	Locked	25.4	241	7622500
3	Locked	25.8	9470	7617587
4	Locked	26.2	381556	7245575
5	Locked	26.6	2620206	5010404
6	Locked	27.1	6268994	1352117
7	Locked	27.7	7463323	91167
8	Locked	28.4	6960062	496
9	Locked	29	5477777	2
10	Locked	29.6	3538290	0
11	Locked	30.3	1776994	0
12	Locked	31.1	516265	0
13	Locked	32.2	67017	0
14	Locked	32.6	22287	0
15	Locked	32.9	15214	0
16	Locked	32.9	13278	0
17	Locked	32.9	12133	0
18	Locked	32.9	9141	0
19	Locked	32.9	11234	0
20	Locked	32.6	20964	0
21	Locked	32.6	17857	0
22	Locked	32.9	14083	0
23	Locked	33	12349	0
24	Locked	32.9	16283	0

 

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60299998	48.5	5120	64 qam	1
2	39400004	46.5	5120	64 qam	4
3	46200007	47	5120	64 qam	3
4	53700002	48.5	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Primary Downstream Service Flow

SFID	8492
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

 

Primary Upstream Service Flow

SFID	8491
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Seeing a lot of the below in the logs:

Lost MDD

No Ranging Response received

RCS Partial

[Travis_M]

Hi @Swinbag

Thanks for posting on our community forum!

Sorry to hear about your issue, I am going to drop you a private message now to investigate further - please keep an eye on your inbox.

Regards

[Travis_M]

Hi @Swinbag

Thank you for coming into a private message with myself 

I've booked a tech visit in for our engineer to look into this issue, your appointment can be viewed / rescheduled via your online account.

Please keep us updated with how the tech visit goes.

Regards

[Swinbag]

Thanks for your quick help Travis,

I can't seem to see anything in our account RE: a tech visit, would it take a while to show up?

I'm guessing this is due to the constant dropouts but our speed has dropped significantly.

It has been more "stable" since mid-day yesterday:

[Swinbag]

Just to keep this updated, yesterday was a real struggle - speed is still in the mud and latency was terrible all afternoon.

I've logged into our online account and can see the below message, does this mean that there's a general issue in our area and not just our house? Just trying to work out if I need to be available to meet a technician at any point...

[Swinbag]

Another bump to keep this moving:

Decided to try putting our hub back into router mode last night, this made no difference - checked all the connections were tight at the same time also.

Our speed is even worse today - no idea how my OH is supposed to work from home effectively.

Would really appreciate it if a MOD could step in here and advise if there is actually an issue in our area, or if we do have a technician appointment booked in?

[Molly_T]

Hi Swinbag, 

Sincerest apologies for the delayed response! Technicians appointments can take up to 24hours to show within your My Virgin Media account - did anything appear? 

The image you posted below your BQM from Monday (16th May) shows an outage in your area that was affecting your service, that was due to end at 4pm the same day. If you ever need to check for an outage or updates on an outage you can do so here: https://virg.in/servicechecker or by calling 0800 561 0061.

I have had a quick look today and it does seem you are still experiencing significant speed issues that are showing on Sam knows. You can run these tests for yourself here: samknows.com/realspeed

I would like to offer further help and support with this so I have sent you a PM to confirm a few details so I can investigate further. You will find the PM in the top right corner of the page in your Inbox. 

All the best! 

[Swinbag]

Hi @Molly_T

Thanks for coming back to me - I never did see anything about an engineer visit in our account, unfortunately. The Virgin service status page intermittently switches between "all green, no issues" to "issues found in the area".

I managed to get through to a member of the support team on the phone eventually and was told there was an area-wide issue, that was "due to be fixed by Friday the 20th".

We had a disconnect around 1PM yesterday, since then the speeds seem to have improved but we still struggled to stream anything on Netflix without buffering in the evening.

I've responded to your PM now, thanks for your help.