on 25-02-2023 18:07
Hi.
Wonder if anyone can help with this.
I have done all the regular stuff including calling up .
Router is just dying intermittantly.
Checking router status reveals only 1 channel working for upstream with power levels at 57 dbmv.
Answered! Go to Answer
on 25-02-2023 19:31
Power level is also very high, indicates cable/cabinet fault, you need a technician’s visit to rectify unless there is an area fault.
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
VM will not dispatch any technicians while an area fault exists.
If no area faults found:
The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
on 25-02-2023 18:38
Check for local faults on 0800 561 0061. If nothing then call it in as a fault.
on 25-02-2023 18:47
Hi Cardiffman
Thanks for the reply.
I have been on the phone with virgin faults but she said she couldnt do anything .
There are no announced faults in the area and this has been happening for around a week.
Does the image I postod look like a fault to you?
on 25-02-2023 19:05
on 25-02-2023 19:20
Thank you Client62 for the reply.
Without wanting to sound like Karen ..
It has got to the point that it resets itself everyday sometimes more than once but the worst part is I have some cameras that use the Wifi to secure the house.
So frustrating . All I want is an engineer to come take a look and fix it. I have restarted ,rebooted ,reset and still the same .
I have made the phone calls . I have done the online checks .
Pretty much guaranteed when midnight comes it will loose connection and restart once or twice.
The network log is all Critical notes.
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
The upstream doesnt look too good .
I am not an expert but that looks like a lot of errors.
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 7 | 0 |
2 | Locked | 38.9 | 4380 | 0 |
3 | Locked | 38.6 | 1547316 | 2293826 |
4 | Locked | 38.6 | 759264 | 0 |
on 25-02-2023 19:31
Power level is also very high, indicates cable/cabinet fault, you need a technician’s visit to rectify unless there is an area fault.
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
VM will not dispatch any technicians while an area fault exists.
If no area faults found:
The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
on 25-02-2023 19:32
Hi Gaz. You are missing upstream channels and the one displaying has power levels that are far too high. Post the other stats if you want.
on 25-02-2023 19:37
Thankyou Cardiffman.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 267000000 | 0 | 40 | 256 qam | 17 |
2 | 139000000 | -2.2 | 38 | 256 qam | 1 |
3 | 147000000 | -1.2 | 37 | 256 qam | 2 |
4 | 155000000 | -1 | 38 | 256 qam | 3 |
5 | 163000000 | -0.9 | 38 | 256 qam | 4 |
6 | 171000000 | -0.2 | 38 | 256 qam | 5 |
7 | 179000000 | 0 | 40 | 256 qam | 6 |
8 | 187000000 | 0 | 38 | 256 qam | 7 |
9 | 195000000 | 0 | 40 | 256 qam | 8 |
10 | 203000000 | 0 | 40 | 256 qam | 9 |
11 | 211000000 | 0.4 | 40 | 256 qam | 10 |
12 | 219000000 | 0.5 | 38 | 256 qam | 11 |
13 | 227000000 | 0.2 | 38 | 256 qam | 12 |
14 | 235000000 | 0 | 38 | 256 qam | 13 |
15 | 243000000 | -0.5 | 38 | 256 qam | 14 |
16 | 251000000 | -0.2 | 38 | 256 qam | 15 |
17 | 259000000 | -0.4 | 40 | 256 qam | 16 |
18 | 275000000 | 0.4 | 40 | 256 qam | 18 |
19 | 283000000 | 0.7 | 40 | 256 qam | 19 |
20 | 291000000 | 1.2 | 40 | 256 qam | 20 |
21 | 299000000 | 1.7 | 40 | 256 qam | 21 |
22 | 307000000 | 1.5 | 40 | 256 qam | 22 |
23 | 315000000 | 1 | 40 | 256 qam | 23 |
24 | 323000000 | 0.5 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 7 | 0 |
2 | Locked | 38.6 | 6085 | 0 |
3 | Locked | 37.6 | 2349767 | 3064184 |
4 | Locked | 38.6 | 1078598 | 0 |
5 | Locked | 38.9 | 2418 | 0 |
6 | Locked | 38.9 | 1301 | 0 |
7 | Locked | 40.3 | 778 | 0 |
8 | Locked | 38.9 | 325 | 0 |
9 | Locked | 40.3 | 198 | 0 |
10 | Locked | 40.3 | 135 | 0 |
11 | Locked | 40.3 | 61 | 0 |
12 | Locked | 38.9 | 34 | 0 |
13 | Locked | 38.9 | 15 | 0 |
14 | Locked | 38.9 | 13 | 0 |
15 | Locked | 38.9 | 6 | 0 |
16 | Locked | 38.9 | 10 | 0 |
17 | Locked | 40.3 | 11 | 0 |
18 | Locked | 40.9 | 7 | 0 |
19 | Locked | 40.9 | 6 | 0 |
20 | Locked | 40.9 | 5 | 0 |
21 | Locked | 40.3 | 0 | 0 |
22 | Locked | 40.3 | 6 | 0 |
23 | Locked | 40.3 | 7 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 49600014 | 57 | 5120 | 64 qam | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
on 25-02-2023 19:38
Thank you Tudor
on 25-02-2023 19:43
Channel 3 downstream has loads of post RS errors which is also a problem.
Call it all in as a fault and good luck.