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Outage in Bromley

Just moved to the Bromley. Broadband is intermittent and keeps dropping out. Can’t even get through one tv programme. When I last called I was told there was an outage in my area that could last until 2nd December but every time I check the service status it says it is fine. When will this be resolved and how do I get compensated? 

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Re: Outage in Bromley


@SavageG wrote:

Just moved to the Bromley. Broadband is intermittent and keeps dropping out. Can’t even get through one tv programme. When I last called I was told there was an outage in my area that could last until 2nd December but every time I check the service status it says it is fine. When will this be resolved and how do I get compensated? 


Compensation is only for total loss of service and not because of an outage.

Have you phoned the automated service line?


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Re: Outage in Bromley

But if I’m paying to be guaranteed an average of 108 MBPS and it’s sometimes coming through at low as 10 MBPS - surely I shouldn’t be paying full price?! And he’s I have called several times and as I said - they told me there is an outage in my area and engineers are working on fixing it...but when I check “service status” in my area - it repeatedly says there is no issue. I have boosted and reset the hub multiple times just in case. 

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Re: Outage in Bromley


@SavageG wrote:

But if I’m paying to be guaranteed an average of 108 MBPS and it’s sometimes coming through at low as 10 MBPS - surely I shouldn’t be paying full price?! And he’s I have called several times and as I said - they told me there is an outage in my area and engineers are working on fixing it...but when I check “service status” in my area - it repeatedly says there is no issue. I have boosted and reset the hub multiple times just in case. 


Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Outage in Bromley

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Outage in Bromley

Thanks 

 

Downstream

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

1314750000337256 qam23
2138750000235256 qam1
31467500001.935256 qam2
41547500001.736256 qam3
51627500001.736256 qam4
61707500001.936256 qam5
7178750000236256 qam6
8186750000236256 qam7
9194750000236256 qam8
102027500001.536256 qam9
112107500001.536256 qam10
122187500001.737256 qam11
132267500001.736256 qam12
142347500001.537256 qam13
152427500001.237256 qam14
162507500001.237256 qam15
172587500001.236256 qam16
182667500002.537256 qam17
192747500002.437256 qam18
202827500002.537256 qam19
212907500002.237256 qam20
222987500002.737256 qam21
233067500002.737256 qam22
243227500002.937256 qam24



Downstream bonded channels

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

1Locked37.3406619
2Locked35.75801149
3Locked35.7506736
4Locked36.35081017
5Locked36.65461229
6Locked36.36491606
7Locked36.66001593
8Locked36.66081222
9Locked36.6502980
10Locked36.3505853
11Locked36.6454566
12Locked37.3358477
13Locked36.6368308
14Locked37.3358292
15Locked37.3347285
16Locked37.6297264
17Locked36.6337290
18Locked37.3311291
19Locked37.3399410
20Locked37.6396439
21Locked37.6378547
22Locked37.3424470
23Locked37.3423589
24Locked37.3408752



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Re: Outage in Bromley

Upstream

Upstream bonded channels

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

15370009040.5512064 qam1
23260000440.5512064 qam4
33939999840.5512064 qam3
44620002940.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000



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Re: Outage in Bromley

Configuration

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ca69834ncxv9873254k;fg87dsfd;



Primary Downstream Service Flow

SFID24383
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID31145
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

Network Log 

Network Log

Time Priority Description

01/01/1970 00:34:29ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:34:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:33:32Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:28:26ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:27:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:26:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:26:26ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:26:6Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:2ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:15noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:51Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 21:16:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 19:28:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 19:28:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 14:20:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 22:53:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 01:40:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 20:27:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 00:05:48noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Outage in Bromley


@SavageG wrote:

Thanks 

 

Downstream

Downstream bonded channels

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

1Locked37.3406619
2Locked35.75801149
3Locked35.7506736
4Locked36.35081017
5Locked36.65461229
6Locked36.36491606
7Locked36.66001593
8Locked36.66081222
9Locked36.6502980
10Locked36.3505853
11Locked36.6454566
12Locked37.3358477
13Locked36.6368308
14Locked37.3358292
15Locked37.3347285
16Locked37.6297264
17Locked36.6337290
18Locked37.3311291
19Locked37.3399410
20Locked37.6396439
21Locked37.6378547
22Locked37.3424470
23Locked37.3423589
24Locked37.3408752




Your Pre & Post RS Error counts are quite high.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check the counts again in an hour or so.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Outage in Bromley

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo