09-08-2021 15:55 - edited 09-08-2021 16:05
Hello everyone, since Friday 6th August I had issues where the Internet would drop at the evening around 10pm and called about it on Sunday. The gentleman told me that it could be virgin media updating and that they only do such updates at night, I also got a text message about maintenance work to be done on Wednesday 11th August. Today it dropped during the day which was infuriating and I called virgin media and they kept blaming my 3rd party mesh wifi even though I only got the mesh on Saturday, this issue occurred to the router on Friday prior to my mesh wifi. I have created a broadband quality monitor and I can send the network logs here but I wanted to ask since an advisor today brought this up with me:
A) Apparently Since the router is in modem mode, the router cannot be updated/fixed , is this true?
B) since the router is in modem mode no checks can be done by virgin (I believe this is true but wanted to double check)
C) do routers update at 10pm? If so it's annoying as hell
I will try to post all my network logs now - modem mode logs are relating to the hub correct? The advisor said its based on my mesh network which doesn't make sense to me but she could be right.
Here is my graph:
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1e987247ac47a09e1ed97b998912850e5aafb70"><img alt="My Broadband Ping - Virgin Deco M9 Plus Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1e987247ac47a09e1ed97b998912850e5aafb70.png" /></a>
on 17-08-2021 16:11
New stats that seem off to me (it's in range but wasn't like this before)
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 330750000 | 1.3 | 37.6 | QAM256 | 25 |
1 | 138750000 | 5.2 | 37.4 | QAM256 | 1 |
2 | 146750000 | 5 | 37.4 | QAM256 | 2 |
3 | 154750000 | 5 | 37.6 | QAM256 | 3 |
4 | 162750000 | 4.5 | 37.4 | QAM256 | 4 |
5 | 170750000 | 4 | 37.6 | QAM256 | 5 |
6 | 178750000 | 3.4 | 37.6 | QAM256 | 6 |
7 | 186750000 | 2.7 | 37.4 | QAM256 | 7 |
8 | 194750000 | 2.2 | 37.4 | QAM256 | 8 |
9 | 202750000 | 1.5 | 37.6 | QAM256 | 9 |
10 | 210750000 | 1.1 | 37.6 | QAM256 | 10 |
11 | 218750000 | 0.8 | 37.6 | QAM256 | 11 |
12 | 226750000 | 0.7 | 37.6 | QAM256 | 12 |
13 | 234750000 | 0.9 | 37.4 | QAM256 | 13 |
14 | 242750000 | 1.1 | 37.6 | QAM256 | 14 |
15 | 250750000 | 0.5 | 37.4 | QAM256 | 15 |
16 | 258750000 | 0.3 | 37.4 | QAM256 | 16 |
17 | 266750000 | 1.8 | 37.6 | QAM256 | 17 |
18 | 274750000 | 2.1 | 37.4 | QAM256 | 18 |
19 | 282750000 | 3.2 | 37.4 | QAM256 | 19 |
20 | 290750000 | 3.9 | 37.6 | QAM256 | 20 |
21 | 298750000 | 4.1 | 37.6 | QAM256 | 21 |
22 | 306750000 | 3.8 | 37.6 | QAM256 | 22 |
23 | 314750000 | 2.5 | 37.4 | QAM256 | 23 |
24 | 322750000 | 1.5 | 37.6 | QAM256 | 24 |
26 | 338750000 | 1.4 | 37.6 | QAM256 | 26 |
27 | 346750000 | 2.2 | 37.4 | QAM256 | 27 |
28 | 354750000 | 3 | 37.6 | QAM256 | 28 |
29 | 362750000 | 3 | 37.6 | QAM256 | 29 |
30 | 370750000 | 1.3 | 37.6 | QAM256 | 30 |
31 | 378750000 | 1.1 | 37.6 | QAM256 | 31 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 37.636276 | 0 | 0 |
1 | Locked | 37.355988 | 13 | 0 |
2 | Locked | 37.355988 | 1 | 0 |
3 | Locked | 37.636276 | 4 | 0 |
4 | Locked | 37.355988 | 7 | 0 |
5 | Locked | 37.636276 | 4 | 0 |
6 | Locked | 37.636276 | 10 | 0 |
7 | Locked | 37.355988 | 13 | 0 |
8 | Locked | 37.355988 | 3 | 12 |
9 | Locked | 37.636276 | 30 | 4 |
10 | Locked | 37.636276 | 20 | 0 |
11 | Locked | 37.636276 | 13 | 0 |
12 | Locked | 37.636276 | 12 | 0 |
13 | Locked | 37.355988 | 11 | 0 |
14 | Locked | 37.636276 | 8 | 0 |
15 | Locked | 37.355988 | 5 | 0 |
16 | Locked | 37.355988 | 9 | 0 |
17 | Locked | 37.636276 | 2 | 0 |
18 | Locked | 37.355988 | 2 | 0 |
19 | Locked | 37.355988 | 0 | 0 |
20 | Locked | 37.636276 | 0 | 0 |
21 | Locked | 37.636276 | 1 | 0 |
22 | Locked | 37.636276 | 1 | 0 |
23 | Locked | 37.355988 | 0 | 0 |
24 | Locked | 37.636276 | 1 | 0 |
26 | Locked | 37.636276 | 7 | 0 |
27 | Locked | 37.355988 | 0 | 0 |
28 | Locked | 37.636276 | 1 | 0 |
29 | Locked | 37.636276 | 0 | 0 |
30 | Locked | 37.636276 | 2 | 0 |
31 | Locked | 37.636276 | 2 | 0 |
33 | 94 | 4K | 1840 | QAM4096 | 424 |
33 | Locked | 40 | 2.2 | 13480672 | 5041 |
on 17-08-2021 16:12
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 47.8 | 5120 KSym/sec | 64QAM | 6 |
2 | 46200000 | 47.8 | 5120 KSym/sec | 64QAM | 5 |
3 | 25800000 | 46.3 | 5120 KSym/sec | 64QAM | 8 |
4 | 32600000 | 46.8 | 5120 KSym/sec | 64QAM | 7 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 16 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 16 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 17-08-2021 20:01
It's dropped 5 times today and it's aggravating myself and my family. What the hell am I supposed to do with this terrible Internet. It keeps dropping now and my patience is wearing thin. Can someone just fix this asap or do some form of check to see what is going on. Please this is getting out of hand
on 20-08-2021 08:51
Hi SR8
Thanks for coming back to us. Apologies again for the service issues.
I can see you had a tech visit who replaced the modem. Has this solved everything for you?
Please do keep us posted if you need further assistance
Kind regards,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
20-08-2021 09:33 - edited 20-08-2021 09:35
Hi John, no the new modem has not helped at all. The technician tightened the wires yet no changes. The Internet is still dropping and every person from the fault team keeps telling me that my WiFi band needs adjusting (which I get but isn't the solution for this). Can you an engineer to check my cabinet or something because this is an outside issue now. I need it checked today because I am fed up of false hope that its been fixed yet it drops whilst I'm on a call. Its affecting my family's work life and my work life so I cannot see why I should stay with VM anymore. I want this fixed today or you've lost a new customer who just joined last month. Its ridiculous how much trouble and anxiety you have given me.
Just to add to this I will file another complaint as well as try to report this matter to Ofcom now due to poor communication, poor customer service, poor service as a whole and no compensation for any of the missed appointments and service faults.
on 20-08-2021 10:59
New stats from the Hub, I am not sure if it's within the specific levels it should be. The engineer seemed to add a +3 dBmV and tightened all the wires, I think to the splitter that has wires connecting to my TV and broadband.
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 330750000 | 0.400002 | 37.355988 | QAM256 | 25 |
1 | 138750000 | 3.700001 | 37.636276 | QAM256 | 1 |
2 | 146750000 | 3.799999 | 37.636276 | QAM256 | 2 |
3 | 154750000 | 3.700001 | 37.636276 | QAM256 | 3 |
4 | 162750000 | 3.400002 | 37.636276 | QAM256 | 4 |
5 | 170750000 | 2.799999 | 37.636276 | QAM256 | 5 |
6 | 178750000 | 2.099998 | 37.636276 | QAM256 | 6 |
7 | 186750000 | 1.500000 | 37.636276 | QAM256 | 7 |
8 | 194750000 | 0.900002 | 37.636276 | QAM256 | 8 |
9 | 202750000 | 0.299999 | 37.636276 | QAM256 | 9 |
10 | 210750000 | -0.099998 | 37.636276 | QAM256 | 10 |
11 | 218750000 | -0.400002 | 37.636276 | QAM256 | 11 |
12 | 226750000 | -0.400002 | 37.355988 | QAM256 | 12 |
13 | 234750000 | -0.200001 | 37.636276 | QAM256 | 13 |
14 | 242750000 | -0.299999 | 37.355988 | QAM256 | 14 |
15 | 250750000 | -1.000000 | 37.355988 | QAM256 | 15 |
16 | 258750000 | -0.799999 | 37.355988 | QAM256 | 16 |
17 | 266750000 | 1.000000 | 37.636276 | QAM256 | 17 |
18 | 274750000 | 1.500000 | 37.636276 | QAM256 | 18 |
19 | 282750000 | 2.000000 | 37.636276 | QAM256 | 19 |
20 | 290750000 | 2.299999 | 38.605377 | QAM256 | 20 |
21 | 298750000 | 2.200001 | 37.636276 | QAM256 | 21 |
22 | 306750000 | 1.900002 | 37.355988 | QAM256 | 22 |
23 | 314750000 | 1.099998 | 37.355988 | QAM256 | 23 |
24 | 322750000 | 0.700001 | 37.355988 | QAM256 | 24 |
26 | 338750000 | 0.599998 | 37.636276 | QAM256 | 26 |
27 | 346750000 | 1.200001 | 37.355988 | QAM256 | 27 |
28 | 354750000 | 1.799999 | 37.355988 | QAM256 | 28 |
29 | 362750000 | 1.500000 | 37.355988 | QAM256 | 29 |
30 | 370750000 | 0.000000 | 37.636276 | QAM256 | 30 |
31 | 378750000 | 0.099998 | 37.355988 | QAM256 | 31 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 37.355988 | 0 | 0 |
1 | Locked | 37.636276 | 45 | 4 |
2 | Locked | 37.636276 | 22 | 0 |
3 | Locked | 37.636276 | 4 | 0 |
4 | Locked | 37.636276 | 0 | 0 |
5 | Locked | 37.636276 | 0 | 0 |
6 | Locked | 37.636276 | 0 | 0 |
7 | Locked | 37.636276 | 0 | 0 |
8 | Locked | 37.636276 | 0 | 0 |
9 | Locked | 37.636276 | 0 | 0 |
10 | Locked | 37.636276 | 0 | 0 |
11 | Locked | 37.636276 | 0 | 0 |
12 | Locked | 37.355988 | 0 | 0 |
13 | Locked | 37.636276 | 0 | 0 |
14 | Locked | 37.355988 | 0 | 0 |
15 | Locked | 37.355988 | 0 | 0 |
16 | Locked | 37.355988 | 0 | 0 |
17 | Locked | 37.636276 | 0 | 0 |
18 | Locked | 37.636276 | 0 | 0 |
19 | Locked | 37.636276 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
21 | Locked | 37.636276 | 0 | 0 |
22 | Locked | 37.355988 | 0 | 0 |
23 | Locked | 37.355988 | 0 | 0 |
24 | Locked | 37.355988 | 0 | 0 |
26 | Locked | 37.636276 | 0 | 0 |
27 | Locked | 37.355988 | 0 | 0 |
28 | Locked | 37.355988 | 0 | 0 |
29 | Locked | 37.355988 | 0 | 0 |
30 | Locked | 37.636276 | 0 | 0 |
31 | Locked | 37.355988 | 0 | 0 |
33 | 94 | 4K | 1840 | QAM4096 | 424 |
33 | Locked | 40 | 0.8 | 7169587 | 0 |
on 20-08-2021 11:00
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 48.520599 | 5120 KSym/sec | 64QAM | 6 |
2 | 46200000 | 49.020599 | 5120 KSym/sec | 64QAM | 5 |
3 | 25800000 | 47.770599 | 5120 KSym/sec | 64QAM | 8 |
4 | 32600000 | 48.020599 | 5120 KSym/sec | 64QAM | 7 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 2 | 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 |
Network Log
Time Priority Description
Thu Jan 1 00:01:22 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Aug 19 16:40:46 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Aug 19 16:43:52 2021 | 6 | SW Download INIT - Via Config file cmreg-vmdg640-bbt053+voc-b.cm |
Thu Aug 19 16:45:12 2021 | 6 | SW download Successful - Via Config file |
Thu Aug 19 16:48:11 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Aug 19 16:48:21 2021 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Aug 19 16:48:38 2021 | 6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Aug 19 16:54:57 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Aug 19 16:55:01 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Aug 19 16:55:21 2021 | 6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 26; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Aug 19 17:14:02 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 05:43:30 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 05:43:37 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 05:44:21 2021 | 3 | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 05:44:21 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 05:44:29 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 05:48:45 2021 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 05:49:42 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 05:50:22 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:04:32 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:50:40 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:51:23 2021 | 3 | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:51:23 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:51:37 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:51:47 2021 | 3 | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:51:47 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:51:48 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:55:55 2021 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:57:05 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Aug 20 07:57:44 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 20-08-2021 14:44
Here is my new bqm too,
No one in this forum seems to want to help me anymore since I'm so frustrated and worried about myself and my family's wellbeing given that we are working from home. I know I keep repeating myself and seem to make others feel uncomfortable due to my anger but this is really important and I only just joined and have to resort to an online forum and constant calling just to get something done every time for the past month.
A agent said to me the area field manager will call me, I don't know if that will actually happen but I'm hoping someone nice here can check my bqm and hub 4 data and maybe give me something that can help me determine what I need for VM to do,since they assumed it was my router when it's not now as I am using a new router now. (which was very tedious to set up for all the devices in my house).
This is clearly an outside fault and nothing that I've done but I hope someone can confirm that to me here based on the data provided
on 22-08-2021 15:34
Hi @SR8,
Thank you for coming back to us about your ongoing issue. We're sorry to hear that you're still experiencing the same problem.
I can completely understand your anger and frustration. It must be difficult to work from home if you're experiencing ongoing connection issues.
I can see that you have another appointment booked in on your account. Please keep us updated on how your appointment goes and let us know what the technician advises about your issue.
We're more than happy to look into this issue further if you're still having issues after your appointment.
Thank you,
on 23-08-2021 09:20
Hi Paulina_Z,
I have been trying to get an advisor to contact my Area Field Manager to double check if a senior engineer has been booked for my appointment this Wednesday that can check the outside wires of my property as well as the cabinet itself. Because I do not need another engineer to tell me that the fault is the router or the wires in my house because that was all checked a engineer already on Thursday and did not change the situation whatsoever.