Virgin Media Community

[cappy]

Since the last Engineer visit (Oct 17th) following an outage that left me without a connection for 4 days, I've had a lot of issues with my Gig1 connection. These include:

1 - Slow speeds. Since my router was reset I no longer can use SamKnows Realspeed - I just get the following message

Your SamKnows enabled device is offline

Please check your SamKnows enabled device is turned on and connected to the internet.

If I try a speedtest on Ookla (even though I know I won't see Gig1 speeds) the first thing I notice is I have a Virgin Business IP address (which is odd) and my download speed is always <200mbps (Slow), upload speed is between 35 - 50Mbps. Download should be >700Mbps using Ookla, as it was before when I first installed Gig1. This happens even when I reboot the modem, etc.

2 - Disconnects - Strange again, but quite often, and usually about midnight my connection will drop out leaving me in the middle of a Netflix program or movie, and unable to continue watching. I usually reboot the router and it comes back 10 minutes later. Annoying since I am usually watching TV in bed that time.

If I check the Router log there's lots of T3 timeouts like this:

Thu 12/11/2020 04:22:03

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Please could somebody help? I'm unsure of what could be wrong, just that something is NOT like it was when Gig1 worked properly.

My Power levels seem within range, I'm unable to post in this message due to the character limit. I'll try in another message.

[cappy]

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

32	659000000	5.099998	40.366287	QAM256	32
33	667000000	5.199997	40.366287	QAM256	33
34	675000000	5.699997	40.366287	QAM256	34
35	683000000	5.800003	40.366287	QAM256	35
36	691000000	5.900002	40.366287	QAM256	36
37	699000000	5.900002	40.366287	QAM256	37
38	707000000	6.000000	40.366287	QAM256	38
39	715000000	5.800003	40.946209	QAM256	39
40	723000000	6.000000	40.946209	QAM256	40
10	483000000	6.400002	40.946209	QAM256	10
11	491000000	6.300003	40.366287	QAM256	11
12	499000000	6.300003	40.946209	QAM256	12
13	507000000	6.199997	40.366287	QAM256	13
14	515000000	6.000000	40.946209	QAM256	14
15	523000000	6.099998	40.946209	QAM256	15
16	531000000	6.099998	40.366287	QAM256	16
17	539000000	6.300003	40.366287	QAM256	17
18	547000000	6.300003	40.366287	QAM256	18
19	555000000	6.500000	40.366287	QAM256	19
20	563000000	6.199997	40.946209	QAM256	20
21	571000000	6.000000	40.946209	QAM256	21
22	579000000	5.699997	40.366287	QAM256	22
23	587000000	5.199997	40.366287	QAM256	23
24	595000000	4.500000	40.946209	QAM256	24
25	603000000	3.900002	38.983261	QAM256	25
26	611000000	3.900002	38.605377	QAM256	26
27	619000000	4.199997	38.983261	QAM256	27
28	627000000	4.500000	40.366287	QAM256	28
29	635000000	4.800003	40.366287	QAM256	29
30	643000000	4.800003	40.366287	QAM256	30
31	651000000	4.900002	40.366287	QAM256	31

3.0 Downstream channels

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

32	Locked	0	0	0
33	Locked	9691181	6	0
34	Locked	9798546	10	0
35	Locked	39697389	1	0
36	Locked	39969725	3	0
37	Locked	9851986	9	0
38	Locked	9660337	3	0
39	Locked	9521996	3	0
40	Locked	5643760	4	0
10	Locked	5675721	0	0
11	Locked	27391439	6	0
12	Locked	12514638	2	0
13	Locked	5531148	2	0
14	Locked	5479660	2	0
15	Locked	5454050	2	0
16	Locked	3537076	2	0
17	Locked	3693356	1	0
18	Locked	3752814	0	0
19	Locked	3568005	10	0
20	Locked	3324442	3	0
21	Locked	3497021	4	0
22	Locked	3660391	7	0
23	Locked	3503775	4	0
24	Locked	5320744	7	0
25	Locked	6006446	15	0
26	Locked	6113565	9	0
27	Locked	5804377	7	0
28	Locked	5849893	13	0
29	Locked	6051581	6	0
30	Locked	6107681	5	0
31	Locked	41879937	8	0

3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM2048

728

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

7.0

23017541

0

[cappy]

3.0 Upstream channels

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

1	46200000	44.020599	5120 KSym/sec	64QAM	3
2	25800000	43.770599	5120 KSym/sec	64QAM	6
3	32600000	43.770599	5120 KSym/sec	64QAM	5
4	39400000	44.270599	5120 KSym/sec	8QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[gary_dexter]

Why do you believe you have a business IP address?

[cappy]

It states "Virgin Media Business" on Speedtest. Of course, it may not be and I'm probably mistaken (Since it is a class C IP address), I just find that odd since it never stated this before.

[cappy]

PING ms 8

DOWNLOAD Mbps 228.30

UPLOAD Mbps 47.87

Connections Multi

Virgin Media Brentford Change Server

Virgin Media Business 213.104.1xx.xxx (redacted for obvious reasons)

[gary_dexter]

What device are you speed testing with?

[carl_pearce]

One of your upstream channels is out of spec:

3.0 Upstream channels

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

1	46200000	44.020599	5120 KSym/sec	64QAM	3
2	25800000	43.770599	5120 KSym/sec	64QAM	6
3	32600000	43.770599	5120 KSym/sec	64QAM	5
4	39400000	44.270599	5120 KSym/sec	8QAM	4

[cappy]

Desktop PC wired to the router

[cappy]

Out of Spec? That's interesting. After the previous outage I had no connection, there was an issue with my upstream. The Engineer came, spoke to Network Services and informed me that due to the "noise" from my connection (I'm closest to the cabinet), there was a "block" put on my connection which they "unblocked". Apparently this is normal procedure, albeit most inconvenient for me. Would this have anything to do with this issue? How do I resolve this?