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Willbav
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Message 1 of 18
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Service dropping out - I’m leaving if not fixed

Frankly fed up with Virgin Media. 

Been having connection problems for weeks on end now, usually in the evenings. Although all my devices are connected to the super hub 3 it regularly loses connection to the internet, usually in the middle of watching something on demand. 

After spending many hours on calls to the customer support line telling me to reset the hub etc etc I finally had an engineer attend and he replaced the hub. However, he said himself that this was unlikely to solve the problem as he showed me diagnostics on his device that showed 8 dropouts of service in the last 24 hours. 

So why, when I phone the customer service line do I keep getting told that everything is fine from their end. Clearly it is not and either the teams in India don’t have access to systems that show he real problem or They know there is an issue with oversubscribed service in my area and I’m getting robbed off. The engineer told me that hey will have visibility of how many times the service is dropping  

Tonight my service has again dropped out and I’m writing this on my 4g connection. Having again called the helpline I’ve again been told there is no problem. 

So that’s it Virgin, you either acknowledge there is an issue in my area and tell me what you are doing to fix it or I’m leaving to go to someone who can actually provide the service I need. 

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Rikaka85
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Message 2 of 18
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Re: Service dropping out - I’m leaving if not fixed

What's your modem stats. 192.168.0.1 check status, downstream and upstream figures 

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Willbav
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Message 3 of 18
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Re: Service dropping out - I’m leaving if not fixed

Not sure what figures you want me to post?

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jbrennand
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Message 4 of 18
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Re: Service dropping out - I’m leaving if not fixed


@Willbav wrote:

Not sure what figures you want me to post?


Check all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing (rabbit chews!).  Also check that all looks good with the outside cabling and wall box.

If that’s all good.... post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return.   On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at bottom middle of first page up and then copy/paste 3 sets of data onto here - the downstream, upstream, &  network logs.  Don't worry about the formatting it can be easily read, but don’t include personal data or mac addresses - blank them out.


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Willbav
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Message 5 of 18
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Re: Service dropping out - I’m leaving if not fixed

  Downstream bonded channels

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

1299000000-2.540256 qam21
2323000000-340256 qam24
3315000000-2.740256 qam23
4307000000-2.940256 qam22
5291000000-2.740256 qam20
6283000000-2.440256 qam19
7275000000-2.740256 qam18
8267000000-2.540256 qam17
9259000000-2.940256 qam16
10251000000-3.240256 qam15
11243000000-3.240256 qam14
12235000000-3.540256 qam13
13227000000-2.740256 qam12
14219000000-2.740256 qam11
15211000000-2.540256 qam10
16203000000-1.940256 qam9
17195000000-1.440256 qam8
18187000000-1.540256 qam7
19179000000-1.240256 qam6
20171000000-1.740256 qam5
21163000000-1.540256 qam4
22155000000-2.238256 qam3
23147000000-3.438256 qam2
24139000000-2.238256 qam1



Downstream bonded channels

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

1Locked40.31144276
2Locked40.31338327
3Locked40.91226330
4Locked40.31077274
5Locked40.31354236
6Locked40.31708317
7Locked40.32120508
8Locked40.31997369
9Locked40.31796335
10Locked40.31992297
11Locked40.32447435
12Locked40.34280673
13Locked40.33544670
14Locked40.93009499
15Locked40.33175575
16Locked40.332281132
17Locked40.944011412
18Locked40.343461226
19Locked40.34303879
20Locked40.939982435
21Locked40.944761431
22Locked38.656411817
23Locked38.9387212183
24Locked38.95219439244727

 

Upstream bonded channels

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

13940000050.5512064 qam14
24620000051512064 qam13



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

 

 

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Willbav
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Message 6 of 18
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Re: Service dropping out - I’m leaving if not fixed

 

Network Log

Time Priority Description

1970-01-01 00:01:26.00Warning!Lost MDD Timeout;CM-MAC=                       ;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:26.00Warning!MDD message timeout;CM-MAC=                     ;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:39.00criticalNo Ranging Response received - T3 time-out;CM-MAC=                    ;CMTS-MAC=0                       ;CM-QOS=1.1;CM-VER=3.0;
2019-01-09 16:25:13.00noticeSW Download INIT - Via Config file
2019-01-09 16:27:44.00ErrorDisruption during SW download - Power Failure
2019-01-09 16:27:58.00noticeSW Download INIT - Via Config file
2019-01-09 16:30:30.00noticeSW download Successful - Via Config file
2019-01-09 16:47:58.00criticalNo Ranging Response received - T3 time-out;CM-MAC=                     ;CMTS-MAC=                     ;CM-QOS=1.1;CM-VER=3.0;
2019-01-09 17:08:41.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=                        ;CMTS-MAC=                      ;CM-QOS=1.1;CM-VER=3.0;
2019-01-09 17:18:32.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=                       ;CMTS-MAC=                          ;CM-QOS=1.1;CM-VER=3.0;
2019-01-09 18:11:39.00Warning!RCS Partial Service;CM-MAC=                       ;CMTS-MAC=                   ;CM-QOS=1.1;CM-VER=3.0;
2019-01-09 18:30:07.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=                   ;CMTS-MAC=                    ;CM-QOS=1.1;CM-VER=3.0;
2019-01-09 18:49:41.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=                           ;CMTS-MAC=                      ;CM-QOS=1.1;CM-VER=3.0;
2019-01-10 00:56:22.00Warning!RCS Partial Service;CM-MAC=               ;CMTS-MAC=                    ;CM-QOS=1.1;CM-VER=3.0;
2019-01-10 01:04:10.00criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=                           ;CMTS-MAC=                  CM-QOS=1.1;CM-VER=3.0;
2019-01-10 19:11:39.00criticalNo Ranging Response received - T3 time-out;CM-MAC=1                 ;CMTS-MAC=                  ;CM-QOS=1.1;CM-VER=3.0;
2019-01-12 13:08:24.00Warning!RCS Partial Service;CM-MAC=1                   ;CMTS-MAC=                      ;CM-QOS=1.1;CM-VER=3.0;
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Sephiroth
Alessandro Volta
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Message 7 of 18
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Re: Service dropping out - I’m leaving if not fixed

If your upstream power is hitting 54 dBmv, then there's your problem (it would explain the T4 reset event in the log). That impairment could be caused by upstream noise and only the VM bods can tell you whether or not that is the case.

Channel 24 on the downstream shows a high number of post-RS errors (lost data). Is this number rising? If not then it's historic - if so, then that would give you problems as well.



Seph - ( DEFROCKED - My advice is at your risk)

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Willbav
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Message 8 of 18
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Re: Service dropping out - I’m leaving if not fixed

Thanks, but as a complete tech newbie I have no idea what your answer means. Do you mean the issue is with the Virgin network? The router was replaced on 9th Jan so may account for a lot of the log items
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jbrennand
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Message 9 of 18
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Re: Service dropping out - I’m leaving if not fixed

Basically yes - you need VM input at this point - either on here or by phone.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Sephiroth
Alessandro Volta
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Message 10 of 18
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Re: Service dropping out - I’m leaving if not fixed

Well, you'll need to look at the stats you posted and then follow what I've said to see the numbers.

Then bring up the stats again and look at the numbers to see if the upstream has reached 54 dBmv and the post-RS errors on downstream channel 24 have risen. Then let us know by posting the new stats.

You potentially have a circuit problem and as it takes a week before the VM bods get to a thread the Community can give you a good heads up.

Seph - ( DEFROCKED - My advice is at your risk)

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