Virgin Media Community

[smblck]

Hi,

Posting here in the hope that someone can give some insight into what is going on. I've been suffering from 3+ weeks of broadband dropouts. 10-20 times a day. Full loss of connection, hub reset, the works. Mostly fobbed off by technical team. 'Issue with the network in the area', although the status checker has never shown that. Had a technician visit, who checked and replaced cables, replaced the wall box and isolator, was even down the manhole in the street trying to trace the fault. He confirmed to me that after speaking to his networking team, there was apparently no issue on the network. Complaint opened with apparently no resolution whatsoever.

1.5 hours on the phone to Virgin last night, spoke to 6 people! One of whom tried to convince me that 11 devices connected was 'far too many' for a 100mbps connection. Just nonsense. In the end I asked to speak to cancellations and finally reached someone helpful. As a result, I am now on 350mbps at the same price, with the bonus of now being in a cooling off period - i.e. if this is not fixed in 28 days, I am off. I am hoping that posting here will spur VM on to fix this, or at least someone can try and spot what is wrong from the logs here:

Current speed is no better than 44Mbps down, on wired or wifi

Link to BQM:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/29260f1a726fff35c430acc10e2e766778... 

[smblck]

Router Logs:

Downstream bonded channels

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

1	443000000	0.4	38	256 qam	37
2	251000000	3.2	38	256 qam	15
3	259000000	4	38	256 qam	16
4	267000000	4.9	38	256 qam	17
5	275000000	5.4	38	256 qam	18
6	283000000	5.5	40	256 qam	19
7	291000000	5.6	40	256 qam	20
8	299000000	5.5	38	256 qam	21
9	307000000	5.4	40	256 qam	22
10	315000000	5.4	38	256 qam	23
11	323000000	5.3	38	256 qam	24
12	347000000	5.1	40	256 qam	25
13	355000000	5.4	38	256 qam	26
14	363000000	5.9	38	256 qam	27
15	371000000	5.8	40	256 qam	28
16	379000000	2.7	37	256 qam	29
17	387000000	-0.9	37	256 qam	30
18	395000000	-4	35	256 qam	31
19	403000000	-9.2	31	256 qam	32
20	419000000	-8.7	32	256 qam	34
21	427000000	-4	36	256 qam	35
22	435000000	-1.5	37	256 qam	36
23	451000000	2	38	256 qam	38

Downstream bonded channels

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

1	Locked	38.9	46	44
2	Locked	38.9	16	0
3	Locked	38.6	15	0
4	Locked	38.6	22	0
5	Locked	38.9	22	0
6	Locked	40.3	20	0
7	Locked	40.3	22	2
8	Locked	38.9	20	1
9	Locked	40.3	24	2
10	Locked	38.6	16	12
11	Locked	38.6	11	39
12	Locked	40.9	25	43
13	Locked	38.9	21	46
14	Locked	38.9	15	134
15	Locked	40.3	22	51
16	Locked	37.3	22	57
17	Locked	37.6	40	35
18	Locked	35.7	127	75
19	Locked	31.3	182985	384
20	Locked	32.2	13843733	8405264
21	Locked	36.3	459649	102
22	Locked	37.3	228	43
23	Locked	38.9	36	36

Upstream bonded channels

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

1	46199998	42.3	5120	64 qam	11
2	39400024	42.3	5120	64 qam	12
3	53700000	42.3	5120	64 qam	10
4	60299969	42.3	5120	64 qam	9

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

[smblck]

Network Log

Time Priority Description

18/02/2021 10:11:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 10:08:3	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:44:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:44:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:38:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:38:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:20:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:20:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:19:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:19:18	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:19:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:19:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:32	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:13:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:12:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:12:45	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[tehwolf]

a couple of your downstream channels are way out of spec (channels 19,20) the rest look ok.. you’re seeing a lot of errors on channel 20, fewer on 19 but this is likely impacting the quality of your connection.. upstream looks ok.

network log is showing a lot of channel drops (assume it’s teh same channels). Suspect you’ll need an engineer to put this right, but you could start by checking that all of hte coax connections, both inside and outside your house, aren’t loose..

it takes a few days for a forum staffer to respond, maybe 3 - 5, so if this is urgent you’re better off calling it in (though as you’ve already done that and been fobbed off, you may prefer to wait here :p) 

[smblck]

That's really helpful! Evidence of something actually being wrong!

Not sure I can stomach another call to VM to try and explain this just yet, so I might just sit it out. Thank you