Virgin Media Community

[Gazhuddersfield]

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.

[Anonymous]

Check for local faults on 0800 561 0061. If nothing then call it in as a fault. 

[Gazhuddersfield]

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?

[Client62]

Virgin Media do not appear to detect these very obvious platform issues as alerts than need field repairs.

[Gazhuddersfield]

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

[Tudor · Accepted solution]

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.

[Anonymous]

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. 

[Gazhuddersfield]

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

Downstream bonded channels

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

Upstream bonded channels

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

1

49600014

57

5120

64 qam

1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

[Gazhuddersfield]

Thank you Tudor

[Anonymous]

Channel 3 downstream has loads of post RS errors which is also a problem.

Call it all in as a fault and good luck.