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Really really bad service (with stats)

vmediafan1975
Just browsing

Hi beautiful people I have been having atrocious internet for a month now. I started tracking it using the thinkbroadband BQM service since the 21st, I will post all the necessary logs to show my wonderful experience. Just to give all the details. T3 timeouts reported on the router multiple times per day every day, internet cuts out completely for a minute or 2 at least 5x per day. The outages usually happen around 10-12am and 4-12pm but are intermittent throughout the rest of the day. I have the Hub 3 with a separate router (netgear nighthawk) for all the internal network connections that I have thoroughly checked works perfectly. The Hub 3 itself works well in both modem and router mode and only reports the T3 upstream issues never actually turns itself off or anything.

I have a technician coming over Wednesday but if that could be avoided or helped in any way I am all ears.

Also I assume if this service quality carries on I could cut my service or get a discount considering VM are not keeping their connection quality guarantee?

 

Anyway here are a couple of BQM charts with the last one being a live chart:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9d2993f5437b86c6d081a738ed2d98ee88...
https://www.thinkbroadband.com/broadband/monitoring/quality/share/cc5f16143479b3f833d8f0e4597edd5d6a96fd7a-08-06-2024
https://www.thinkbroadband.com/broadband/monitoring/quality/share/caae6f319c5c6590c70fd1805d247aa6a83ed8cc

 

Here is a healthy traceroute to google.co.uk: 

traceroute to google.co.uk (172.217.169.35), 20 hops max, 46 byte packets
1 192.168.0.1 2.524 ms
2 *
3 80.4.208.53 14.474 ms
4 *
5 62.254.59.130 12.441 ms
6 142.250.160.116 17.971 ms
7 *
8 172.217.169.35 12.378 ms

 

Here is my router log:

ime Priority Description

09/06/2024 08:31:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:28:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:28:6criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:28:6criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:27:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:27:47criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:27:47criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:26:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:26:20criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:26:20criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:17criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:1criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:21:1criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:19:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:19:32criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:19:32criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2024 08:18:48critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13 REPLIES 13

Tudor
Very Insightful Person
Very Insightful Person

We need full up/down stats.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Full up/down stats? You mean my speeds? They are at full M350 speeds apart from the total loss of service and ping spikes.

Nope your upstream and downstream hub stats (same place as your error log above). 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12030000004.940256 qam9
2139000000740256 qam1
31470000006.438256 qam2
4155000000638256 qam3
51630000005.940256 qam4
6171000000640256 qam5
71790000005.640256 qam6
81870000005.540256 qam7
91950000005.340256 qam8
10211000000540256 qam10
112190000004.640256 qam11
122270000004.940256 qam12
132350000004.540256 qam13
142430000004.540256 qam14
152510000003.940256 qam15
162590000004.140256 qam16
172670000003.940256 qam17
18275000000440256 qam18
192830000003.540256 qam19
202910000003.740256 qam20
212990000003.238256 qam21
223070000003.540256 qam22
23315000000338256 qam23
24323000000338256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.332043202
2Locked40.337526494
3Locked38.989146544
4Locked38.940815558
5Locked40.334405153
6Locked40.334444650
7Locked40.332894240
8Locked40.333033996
9Locked40.332483719
10Locked40.331823251
11Locked40.330843239
12Locked40.331682899
13Locked40.329933016
14Locked40.329142484
15Locked40.327492703
16Locked40.327182410
17Locked40.326882281
18Locked40.326981954
19Locked40.924841995
20Locked40.325051974
21Locked38.924021819
22Locked40.922532033
23Locked38.921831785
24Locked38.921311788

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12360000037.5512032 qam5
23660000038.3512064 qam3
33010000037.8512064 qam4
44310000038.8512064 qam2
54960000039.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA001720
2ATDMA001210
3ATDMA001230
4ATDMA0000
5ATDMA0000

Anything else? Hopefully I get a prize for a T3 highscore 😄

jpeg1
Alessandro Volta

Lots of noise on the signal, leading to uncorrected data errors and the T3 timeouts.

Also one of the upstream channels has dropped a modulation level.  It's not a healthy connection.

Have you checked for local faults on 0800 561 0061 ?

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Tudor
Very Insightful Person
Very Insightful Person

These: 

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

  • Click on the “> Check router status” button
  • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
  • Click on the “Upstream” tab, copy the text and paste into your reply
  • Click on the “Networking” tab, copy the text and paste into your reply.
    • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

done!

These are the stats updated today, not sure why the T3 timeout count is so different

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12360000037.3512064 qam5
23660000039512064 qam3
34960017549512064 qam1
43010020449512064 qam4
54309991749512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00210
2ATDMA00190
3ATDMA0010
4ATDMA00220
5ATDMA001030

Downstream bonded channels

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

12030000003.538256 qam9
22110000003.738256 qam10
32190000003.238256 qam11
42270000003.538256 qam12
52350000003.240256 qam13
62430000003.238256 qam14
72510000002.538256 qam15
82590000002.938256 qam16
92670000002.538256 qam17
102750000002.740256 qam18
112830000002.240256 qam19
122910000002.538256 qam20
13299000000238256 qam21
143070000002.440256 qam22
153150000001.738256 qam23
163230000001.738256 qam24
173310000001.538256 qam25
183390000001.738256 qam26
193470000001.738256 qam27
203550000001.238256 qam28
213630000001.240256 qam29
22371000000138256 qam30
233790000001.438256 qam31
243870000000.938256 qam32



Downstream bonded channels

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

1Locked38.951205357
2Locked38.952894821
3Locked38.952794762
4Locked38.951644887
5Locked40.352144884
6Locked38.952344881
7Locked38.953274276
8Locked38.952384498
9Locked38.953624346
10Locked40.354424224
11Locked40.352994024
12Locked38.952353899
13Locked38.951553918
14Locked40.351383858
15Locked38.952973484
16Locked38.651233763
17Locked38.951133520
18Locked38.951473295
19Locked38.951243457
20Locked38.950823272
21Locked40.350463002
22Locked38.950223255
23Locked38.950022818
24Locked38.649182863