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nikbower
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Unstable connection / sustained packet loss

Virgin is reporting no issues in my area and running their test shows no problems, but my internet as been too unstable to use for days.  Outlook cannot connect, web browsing is intermittent, work is impossible.  Yet again I am using my phone's hotspot.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/555a3cec7d9752a7ec2a51f5d84d6d2a2ea2bfac

 

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nikbower
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Message 2 of 19
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Re: Unstable connection / sustained packet loss

Network Log

Time

Priority

Description

22/10/2021 06:39:9

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 21:53:18

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 21:53:18

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 20:53:24

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 20:53:24

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 16:56:12

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 16:56:11

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 16:54:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 16:54:39

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 16:52:51

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 16:52:51

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 10:42:43

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 10:42:43

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 10:21:24

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 10:21:24

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 09:42:49

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 09:42:49

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 09:35:57

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 09:35:57

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/10/2021 09:34:34

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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nikbower
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Message 3 of 19
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Re: Unstable connection / sustained packet loss

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

25800000

42.8

5120

32 qam

6

2

32600000

43.3

5120

32 qam

5

3

39400000

43.3

5120

32 qam

4

4

46200000

42.8

5120

32 qam

3




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

3

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

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nikbower
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Message 4 of 19
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Re: Unstable connection / sustained packet loss

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

170750000

1.4

40

256 qam

5

2

138750000

2

38

256 qam

1

3

146750000

1.7

40

256 qam

2

4

154750000

1.5

40

256 qam

3

5

162750000

1.2

40

256 qam

4

6

178750000

1

38

256 qam

6

7

186750000

1

38

256 qam

7

8

194750000

1

40

256 qam

8

9

202750000

0.7

40

256 qam

9

10

210750000

0.5

38

256 qam

10

11

218750000

0.5

40

256 qam

11

12

226750000

0.2

40

256 qam

12

13

234750000

0.2

38

256 qam

13

14

242750000

0

38

256 qam

14

15

250750000

0

38

256 qam

15

16

258750000

0

40

256 qam

16

17

266750000

0

38

256 qam

17

18

274750000

-0.2

38

256 qam

18

19

282750000

0

38

256 qam

19

20

290750000

0

38

256 qam

20

21

298750000

0.4

38

256 qam

21

22

306750000

0.2

38

256 qam

22

23

314750000

0

38

256 qam

23

24

322750000

0

38

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

6

0

2

Locked

38.9

6

0

3

Locked

40.3

5

0

4

Locked

40.3

6

0

5

Locked

40.9

5

0

6

Locked

38.9

5

0

7

Locked

38.9

5

0

8

Locked

40.3

7

0

9

Locked

40.3

6

0

10

Locked

38.9

3

0

11

Locked

40.9

6

0

12

Locked

40.3

6

0

13

Locked

38.6

6

0

14

Locked

38.9

7

0

15

Locked

38.6

9

0

16

Locked

40.3

4

0

17

Locked

38.6

4

0

18

Locked

38.6

6

0

19

Locked

38.9

6

0

20

Locked

38.9

6

0

21

Locked

38.6

5

0

22

Locked

38.6

6

0

23

Locked

38.9

6

0

24

Locked

38.9

8

0

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John_GS
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Message 5 of 19
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Re: Unstable connection / sustained packet loss

Hi nikbower

 

Thanks for posting. My apologies for the broadband issues. 

 

I've done a system check today and you're affected by an SNR (signal to noise ratio) issue. F009338025 is the fault reference number and the estimated fix date is the 2nd November. 

 

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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nikbower
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Message 6 of 19
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Re: Unstable connection / sustained packet loss

OMG what a nightmare.  I have spent more time affected by SNR issues in my area over the past 2 years than I have been free of them.  A fix date of 2 November means neither my wife nor I will be able to work effectively from home for the whole of next week.  This really is unacceptable.  Do you have any idea what is to blame, where the problem is and how to fix it, or is that fix date just going to keep moving further out every time we approach?

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Alex_RM
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Message 7 of 19
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Re: Unstable connection / sustained packet loss

I'm sorry for any inconvenience this is causing.

 

We will aim to have this resolved as soon as possible.

 

The only additional information I can see if that there are errors at the Node.

 

Alex_Rm

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nikbower
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Message 8 of 19
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Re: Unstable connection / sustained packet loss

Anything you can do to help would be appreciated, thank you

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Akua_A
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Message 9 of 19
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Re: Unstable connection / sustained packet loss

Thank you for your response @nikbower

 

I have had a look into your account regarding this and I can confirm the SNR outage is still ongoing. The current estimated fix time now is 02 NOV 2021 14:00. Our team will aim to get this resolved as soon as possible.

 

If the issue persists after the given estimated fix time, please let us know and we will do our best to help from here.

 

Thanks,

Akua_A
Forum Team



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nikbower
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Message 10 of 19
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Re: Unstable connection / sustained packet loss

Hi guys, it's 3 November and the issue is not fixed.  Please check my BQM (live linked higher in the chain) to see what a catastrophic failure of service I am enduring right now.  What are you able to do about this? When can it be fixed?

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