Virgin Media Community

[DBrackets]

I can see that lots of people are posting similar questions, but the advice seems to be to start a new thread if you want anything from Virgin (and there aren't very many answers in the threads anyway, or not that I can see).

In the interests of balance - I was a very happy customer for c.9 years, or at least happy with the speed and reliability of the internet connection. Moved house last September, and it has been poor since then and getting progressively worse.

We are now at the point where the internet drops out most days. It's not generally for all that long (though any period of time with people working and schooling from home is too long...) BUT when it reconnects, the ethernet ports on the Hub don't work. Which is tricky because our house is not good for wifi and we're leaning heavily on powerline networking to keep everything working.

At that point I have to reboot the router, or log into it and use the diagnostic - and then the ethernet ports work again, and I can power-cycle all of the powerline receivers to get everything connected.

The router can also take an extraordinarily long time to re-establish a connection if rebooted. When it has happened before it has always seemed that if I could get to the VM site and "run a test" then connection was established, but that might have been unrelated.

On Saturday, having read this forum, I did a pinhole reset at about 5pm; router couldn't then re-establish connection for the rest of the day. I "ran a test" several times, and also spent time talking to someone in the call centre who told me it was 100% definitely a physical issue and there was nothing they could do remotely - obviously connection came back overnight.

I will post the status etc. below. I have signed up for a BQM and will post when it's ready. I have tried a reboot, a factory restore, and a pinhole reset.

Unrelated - in my kitchen (the other end of the house to the router) there is a very clear dividing line between a wifi connection that the VM app says is fine and they won't help, and no wifi connection at all. I have tried running the test hopping back and forth across the line, but no joy - either the test comes back a-okay not gonna help, or it fails because no wifi. How can I persuade VM that "no connection" is just as bad as whatever it is that they're looking to see in order to help?

[DBrackets]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	411000000	Locked
Ranged Upstream Channel (Hz)	39399974	Locked
Provisioning State	Online

Downstream bonded channels

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

1	411000000	-4	40	256 qam	31
2	203000000	0	40	256 qam	9
3	211000000	-0.2	40	256 qam	10
4	219000000	-0.5	40	256 qam	11
5	227000000	-0.9	40	256 qam	12
6	235000000	-1	40	256 qam	13
7	243000000	-1.2	40	256 qam	14
8	251000000	-1.2	40	256 qam	15
9	259000000	-1.7	40	256 qam	16
10	267000000	-1.9	40	256 qam	17
11	275000000	-2.2	40	256 qam	18
12	283000000	-2.2	40	256 qam	19
13	291000000	-2.4	40	256 qam	20
14	299000000	-2.4	40	256 qam	21
15	307000000	-2.5	40	256 qam	22
16	315000000	-2.7	40	256 qam	23
17	323000000	-2.5	40	256 qam	24
18	331000000	-2.4	40	256 qam	25
19	371000000	-3.2	40	256 qam	26
20	379000000	-3.5	40	256 qam	27
21	387000000	-3.9	40	256 qam	28
22	395000000	-4	40	256 qam	29
23	403000000	-4.2	40	256 qam	30
24	419000000	-4.2	40	256 qam	32

[DBrackets]

Downstream bonded channels

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

1	Locked	40.3	37640336	143589
2	Locked	40.9	8530957	696891
3	Locked	40.9	6884618	286890
4	Locked	40.9	28851381	330477
5	Locked	40.3	42739850	349102
6	Locked	40.9	12595635	290282
7	Locked	40.3	2762008	259062
8	Locked	40.9	22814786	279164
9	Locked	40.9	67694035	925581
10	Locked	40.9	62466169	405127
11	Locked	40.9	9906403	271195
12	Locked	40.3	2757402	208935
13	Locked	40.3	56228599	285135
14	Locked	40.3	99403489	13448600
15	Locked	40.9	82621574	843778
16	Locked	40.3	9179486	235397
17	Locked	40.9	2931783	184722
18	Locked	40.3	56594438	232125
19	Locked	40.9	58734682	172463
20	Locked	40.9	125019740	7355773
21	Locked	40.9	114866512	1520631
22	Locked	40.9	36421679	166584
23	Locked	40.3	4861061	123121
24	Locked	40.9	107823358	202094

Upstream bonded channels

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

1

39399974

37.5

5120

64 qam

4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

5

0

Network Log (I've edited out all the MACs)

Time Priority Description

31/01/2021 22:10:25	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 13:08:12	notice	LAN login Success;CM-MAC=;CMTS-MAC=;QOS=1.1;CM-VER=3.0;
31/01/2021 08:14:41	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 04:03:34	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:43:38	Warning!	Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:43:36	Error	DCC-ACK rejected authentication failure;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:40:51	Warning!	Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:40:47	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:35:14	Warning!	Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:35:8	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:35:8	Error	TCS Fail on all Upstream Channels;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:35:8	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 03:34:57	Warning!	Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:27:0	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:27:0	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:26:1	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:26:0	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:25:1	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:25:1	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 04:24:3	critical	No Ranging Response received - T3 time-out;CCM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Looks dreadful - can you do this and then post the stats up again to see if things have improved.
_____________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and see if the missing UP channels have appeared and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[DBrackets]

Thanks John.

That is exactly what I did (on Saturday, late pm), following advice I'd seen you post to others on here, and the result was no internet connection for the rest of the day!

Will wait until (much) later, when no-one needs the internet...

[jbrennand]

If you did that recently then dont do it again!  And you need VM to test your connection. Call it in and they should see the issues straight away - 08.00 is the best time. Looks like noise getting in somewhere and will need a tech visit to investigate.

Do you have a BQM running - is so post up the "shared live graph" - if not do so.

https://www.thinkbroadband.com/broadband/monitoring/quality

[DBrackets]

Thanks John. Yes, did it on Saturday so won't do it again now.

I started a BQM this afternoon - I couldn't see which of the sharing options to choose, I will check back and see if this updates I guess!

 

I will try to get a human on the phone tomorrow. Pray for me.

[DBrackets]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2176db8a5c3272f5900e852f1f8d4b1567...

Hmm - previous doesn't seem to have done it. Trying again, and this time with the link above in case this doesn't work either.

[DBrackets]

I haven't been able to get through to anyone at VM - there's only so long that we can wait on the line, and it hasn't been long enough!

I have an engineer coming tomorrow thanks to the online portal. Is there anything that I should be saying to them, in particular? Or will they do these diagnostics as SOP?

[DBrackets]

Updates (sort of?)

A technician came yesterday, could find anything wrong with the router, everything within tolerances, all green on his testing app etc. 

He went out to the street and found a couple of very old connections in the cabinet - swapped them out, and immediately we had four upstream channels. Yay! All fixed!

...and then the internet crashed out again at 20:30 last night, and again at 10 this morning. Back to just one upstream channel again as well.

Downstream from the diagnostics:

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	-21.2	29	256 qam	25
2	203000000	-19.5	31	256 qam	9
3	211000000	-19	32	256 qam	10
4	219000000	-20.3	30	256 qam	11
5	227000000	-21.2	30	256 qam	12
6	235000000	-20	31	256 qam	13
7	243000000	-18.5	32	256 qam	14
8	251000000	-19.9	30	256 qam	15
9	259000000	-22.2	29	256 qam	16
10	267000000	-22	29	256 qam	17
11	275000000	-19.8	31	256 qam	18
12	283000000	-18	32	256 qam	19
13	291000000	-21.2	29	256 qam	20
14	299000000	-23	27	256 qam	21
15	307000000	-22.5	28	256 qam	22
16	315000000	-19.3	31	256 qam	23
17	323000000	-17.8	31	256 qam	24
18	371000000	-21.7	29	256 qam	26
19	379000000	-23.8	27	256 qam	27
20	387000000	-23.3	28	256 qam	28
21	395000000	-20.5	29	256 qam	29
22	403000000	-19	31	256 qam	30
23	411000000	-21	29	256 qam	31
24	419000000	-23	28	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	29.4	5688812	57
2	Locked	31.9	124126	0
3	Locked	32.2	92762	0
4	Locked	30.6	1061520	0
5	Locked	30.1	2556752	0
6	Locked	31.4	326207	37
7	Locked	32.6	57309	5
8	Locked	30.8	893277	142
9	Locked	29	6527354	3282
10	Locked	29.2	5476423	2687
11	Locked	31.4	350328	93
12	Locked	32.5	73288	6
13	Locked	29.6	4495651	2953
14	Locked	28	9683491	31907
15	Locked	28.7	7756797	14485
16	Locked	31.3	430636	1
17	Locked	31.9	110739	0
18	Locked	29.2	5588676	27
19	Locked	27.7	9899575	76225
20	Locked	28	9558390	5070
21	Locked	29.8	3442254	14
22	Locked	31.3	334871	0
23	Locked	29.8	3303662	9
24	Locked	28.4	8983808	1175