Outages, Packet Loss, Slow Speed

[mr-elephant]

Hi,

I've been getting a really awful internet service for about a week now. On the 1st of June, there was a day long Virgin Media outage in my postcode. A technician fixed the outage, but when the service was back, it was worse than ever before. We're experiencing often outages that last about half an hour every day, constantly high packet loss (~20%), and much slower speeds than promised. At it's current rate, these issues are affecting even the Zoom/Whatsapp calls which is the main way I both work and also keep in touch with family and friends in my home country.

From what I gathered, this looks like a widespread issue. But I still wanted to make this post to bring more eyes on it. In case there is something wrong on my end, I'm also going to post my network stats as a reply to this post.

I don't want to be overly dramatic about this, but our patience has really been running out as I've had a similar issue a couple months back. This time the hard resets also haven't been helping. I've been a VM user for years, but I think this will be the last time we'll tolerate an issue like this before switching to a FTTP provider.

[mr-elephant]

Location: South London
Modem: Hub 3 (in Router Mode)

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	234750000	Locked
Ranged Upstream Channel (Hz)	53699985	Locked
Provisioning State	Online

Downstream bonded channels

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

1	234750000	-0.4	38	256 qam	13
2	138750000	-2.4	35	256 qam	1
3	146750000	-1.9	37	256 qam	2
4	154750000	-1.7	36	256 qam	3
5	162750000	-1.5	37	256 qam	4
6	170750000	-1.5	38	256 qam	5
7	178750000	-1.4	38	256 qam	6
8	186750000	-1.2	38	256 qam	7
9	194750000	-1.2	38	256 qam	8
10	202750000	-1.4	38	256 qam	9
11	210750000	-2.2	36	256 qam	10
12	218750000	-1	25	256 qam	11
13	226750000	-0.7	24	256 qam	12
14	242750000	-0.5	38	256 qam	14
15	250750000	0	38	256 qam	15
16	258750000	0	38	256 qam	16
17	266750000	-0.2	38	256 qam	17
18	274750000	0	38	256 qam	18
19	282750000	0	38	256 qam	19
20	290750000	0	38	256 qam	20
21	298750000	0.7	38	256 qam	21
22	306750000	0.5	38	256 qam	22
23	314750000	0.2	38	256 qam	23
24	322750000	0.7	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	1795	233
2	Locked	35.7	29199676	5130
3	Locked	37.6	549138	2377
4	Locked	36.6	11423	1818
5	Locked	37.3	180868	1325
6	Locked	38.6	6850	318
7	Locked	38.6	11744	477
8	Locked	38.2	17558	365
9	Locked	38.9	7845	425
10	Locked	38.9	177881	365
11	Locked	36.3	375813	971
12	Locked	25.2	227278657	1360118782
13	Locked	24	2502916	455943851
14	Locked	38.9	1266	150
15	Locked	38.9	1212	147
16	Locked	38.6	1395	183
17	Locked	38.6	860	105
18	Locked	38.6	688	135
19	Locked	38.6	799	93
20	Locked	38.6	729	63
21	Locked	38.6	567	18
22	Locked	38.6	488	4
23	Locked	38.9	305	0
24	Locked	38.9	347	0

Upstream bonded channels

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

1	53699985	51	5120	64 qam	2
2	46199990	51	5120	64 qam	3
3	39400000	51	5120	64 qam	4
4	60300000	51	5120	64 qam	1

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

[mr-elephant]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062+voc-b.cm

Primary Downstream Service Flow

SFID	682430
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	682429
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

04/06/2022 15:32:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:32:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:32:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:32:43	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:32:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:32:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:32:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:32:22	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:31:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:31:57	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:31:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:31:46	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:31:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:31:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:31:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:31:22	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:31:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:31:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:30:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2022 15:30:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Massive issues - I am guessing there is a wider fault check here...
____________________________________________________

Try the “check service,”Area status webpage" (link at top right of this forum)

Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[Anonymous]

Upstream power levels are too high. Loads of post RS errors when they should be zero. Downstream channels 12 and 13 particularly affected. Check for local issues again on 0800 561 0061. Make sure all cables and connections are tight and secure and not kinked. Tbh the stats combined with the packet loss in the BQM point to a local fault again. Don't blame you looking for an alternative ISP. 

[Lee_R]

Hi @mr-elephant, thanks for getting back to us.

I am really sorry to hear that you've been experiencing outages, slow internet speed and packet loss.  We've had a look at our systems and cannot find anything that explains the issues that you're experiencing.  Therefore, I am going to send you a private message, so we can have a closer look on your behalf.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[legacy1]

---

@Lee_R wrote:

We've had a look at our systems and cannot find anything that explains the issues that you're experiencing.  

---

Seems odd you can't see anything wrong even with the hub in router mode seeing what has been posted.

[Lee_R]

Hi @mr-elephant.

We have had a further look at our systems and we need to send a technician. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.  

Regards

Lee_R