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d4disney
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Virgin refusing to acknowledge error and BQM guidance please.

Hi there

So I have been having constant drop outs for both wi-fi and ethernet. I am on Fibre 200.

New hub installed, new connectors and splitters fitted thanks to an engineer visit.

Issue not resolved - Network Team are saying there are no errors.....!

In less than 24 hours I have Pre and post errors across all channels (pre average = 40,000, post errors average = 700,000)

In less than 24 hours I have had over 30 RCS Partial Service and SYNC Timing Synchronization failures

There are several timeout errors

Up and Downstream settings as well as signal to noise all seem within spec

Ethernet average speeds are 80mbps

5GHZ wifi avergae speeds are 35mbps

I am now being ignored by the engineer who left his number after I requested a cable repull and have a very unhappy household.

I am under the 107 minimum guaranted and after 30 years am ready to enforce a leave of contract.

To help, please could someone explain my linked BQM (I think it shows continuous latency issues, and packet losses, which is apparant in video calls and ps4 connectivity)

I am at my wits end, and feel like I am being treated like a fool, and then ignored when I present facts, evidence and challenge what I am being told - THERE ARE NO ERRORS!!!

Thanks

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2cd1fe5cbe2315703ea0b4d81ba476e4d3... 

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d4disney
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Re: Virgin refusing to acknowledge error and BQM guidance please.

 
Network LogTime Priority Description
10/04/2021 14:24:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 14:24:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 14:19:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 14:19:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 14:14:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 14:14:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 14:09:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 14:09:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 14:04:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 14:04:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 13:54:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 13:54:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 13:34:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 13:34:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 13:29:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 13:29:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 13:19:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 13:19:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 13:09:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 13:09:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 
 
 
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000001.538256 qam1
21470000001.438256 qam2
31550000001.240256 qam3
41630000001.240256 qam4
51710000001.438256 qam5
61790000001.438256 qam6
71870000001.438256 qam7
81950000001.240256 qam8
92030000001.240256 qam9
10211000000138256 qam10
11219000000140256 qam11
122270000000.938256 qam12
132350000000.938256 qam13
14243000000140256 qam14
15251000000140256 qam15
162590000000.740256 qam16
172670000000.540256 qam17
182750000000.540256 qam18
192830000000.938256 qam19
202910000001.740256 qam20
21299000000238256 qam21
22307000000240256 qam22
233150000002.240256 qam23
243230000002.440256 qam24
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d4disney
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Message 3 of 16
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Re: Virgin refusing to acknowledge error and BQM guidance please.


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.956409421759
2Locked38.943983466612
3Locked40.335205667343
4Locked40.336047714467
5Locked38.940685717267
6Locked38.945113717537
7Locked38.949773627852
8Locked40.932983674945
9Locked40.337499679067
10Locked38.931586696739
11Locked40.330654688907
12Locked38.929819683473
13Locked38.931397674396
14Locked40.330514678030
15Locked40.329574680180
16Locked40.329039694441
17Locked40.323768683230
18Locked40.315046620188
19Locked38.911577537748
20Locked40.912195540143
21Locked38.921740550470
22Locked40.323729635487
23Locked40.325186674491
24Locked40.325920671706
 
 
 
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000044512064 qam2
24620000043.5512064 qam3
36030000044.3512064 qam1
43940003943.3512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0010
 
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jb66
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Message 4 of 16
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Re: Virgin refusing to acknowledge error and BQM guidance please.

Your signal stats are fine so its unlikely to be cable in garden, are you able to get a signal screenshot when the net goes down?

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d4disney
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Message 5 of 16
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Re: Virgin refusing to acknowledge error and BQM guidance please.

Thanks for the reply, - but do the post rs errors not show there is an issue with what is coming down the cable to the hub - that is what I have been advised previously? The network log also shows connectivity issues? If the issue is not the cable in the garden and we have a new hub - what would cuase all of these dropputs, speed issues and latency problems?

 

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jb66
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Message 6 of 16
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Re: Virgin refusing to acknowledge error and BQM guidance please.

Damaged drop cables usually are easy to spot as you get ingress at 227mhz. You really need someone who isnt a script reader to compare your stats to neighbouring property's to determine if your issue is local or the whole area is knackered
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g0akc
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Message 7 of 16
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Re: Virgin refusing to acknowledge error and BQM guidance please.

Are there any sources of interference such as mobile handsets or a femto cell close to the hub?  Or a mobile phone mast nearby?

There have been EMC issues with LTE devices and interference on DOCSIS modems (and other routers etc.).

See the Ofcom commissioned Cobham report here 

It's just a thought, particularly if you tend to charge or keep your phones near the hub.

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I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
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d4disney
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Message 8 of 16
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Re: Virgin refusing to acknowledge error and BQM guidance please.

Thanks for your reply, but the new hub is in the same place as the old one was for 3 years - which was rock solid!

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Natalie_L
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Message 9 of 16
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Re: Virgin refusing to acknowledge error and BQM guidance please.

Hi d4disney 

 

Thank you for getting in touch. 

 

I am very sorry to hear of the issues you have been experiencing with your service. 

I have taken a look at your BQM and this is definitely something we would need to look into so I am going to need to pop you over a private message now 

This message will be available via the purple envelope on the top right of this page. 

 

Speak soon, 

 

 

Nat
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g0akc
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Message 10 of 16
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Re: Virgin refusing to acknowledge error and BQM guidance please.


@d4disney wrote:

Thanks for your reply, but the new hub is in the same place as the old one was for 3 years - which was rock solid!


And no new devices or kit put near it?

Looks like VM are going to take a look now so hopefully it’ll get resolved 

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I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!
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