VirginMedia 1gig poor performance and disconnects Hub5

[GlasCsGo]

hello, I am experiencing significant performance issues with my connection.

I had been posting on the forum earlier with no changes to my state and was told to post again as nothing could be done for me...

Below information

1Gig and my speed test (cabled straight into Hub5)

https://www.thinkbroadband.com/speedtest/1677759200256790755

BQM link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eca432bd63025f5bf17adeb154740092363cc9db

Router diagnostic

Network Log

Time Priority Description

02-03-2023 12:02:16	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
02-03-2023 12:01:49	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-03-2023 06:51:57	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-03-2023 03:22:21	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
02-03-2023 03:20:48	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
02-03-2023 03:20:40	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-03-2023 03:00:19	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-03-2023 02:57:08	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-03-2023 02:53:46	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-03-2023 02:22:04	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
02-03-2023 02:20:49	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
02-03-2023 02:20:26	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-03-2023 22:13:04	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-03-2023 21:53:03	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
01-03-2023 19:05:41	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
01-03-2023 19:05:17	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-03-2023 14:32:20	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
01-03-2023 11:46:22	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
01-03-2023 11:46:19	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-03-2023 09:21:13	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
01-03-2023 00:26:31	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Router settings:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	363000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

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

1	363000000	0.1	43	QAM 256	29
2	275000000	0.5	43	QAM 256	18
3	283000000	0.1	43	QAM 256	19
4	291000000	0.1	43	QAM 256	20
5	299000000	0.1	43	QAM 256	21
6	307000000	0.5	43	QAM 256	22
7	315000000	0.1	43	QAM 256	23
8	323000000	0.1	43	QAM 256	24
9	331000000	0.5	43	QAM 256	25
10	339000000	0.5	42	QAM 256	26
11	347000000	0.2	43	QAM 256	27
12	355000000	0.1	43	QAM 256	28
13	371000000	0.2	43	QAM 256	30
14	379000000	0.6	42	QAM 256	31
15	387000000	0.9	42	QAM 256	32
16	395000000	0.8	43	QAM 256	33
17	403000000	-1	42	QAM 256	34
18	411000000	-1	42	QAM 256	35
19	419000000	0.8	42	QAM 256	36
20	427000000	0.4	42	QAM 256	37
21	435000000	0.7	42	QAM 256	38
22	443000000	-1	42	QAM 256	39
23	451000000	-1.4	42	QAM 256	40
24	459000000	0.9	42	QAM 256	41
25	467000000	0.8	42	QAM 256	42
26	475000000	-1.1	42	QAM 256	43
27	483000000	-1.1	42	QAM 256	44
28	491000000	-1.5	42	QAM 256	45
29	499000000	-1.4	42	QAM 256	46
30	507000000	-1.4	42	QAM 256	47
31	515000000	-1.7	42	QAM 256	48

Downstream bonded channels

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

1	Locked	43	815	11
2	Locked	43	109	9
3	Locked	43	257	135
4	Locked	43	306	14
5	Locked	43	283	236
6	Locked	43	394	11
7	Locked	43	380	207
8	Locked	43	399	12
9	Locked	43	562	7
10	Locked	42	610	10
11	Locked	43	540	11
12	Locked	43	747	9
13	Locked	43	762	10
14	Locked	42	989	11
15	Locked	42	1054	13
16	Locked	43	964	9
17	Locked	42	1254	12
18	Locked	42	1271	9
19	Locked	42	1384	8
20	Locked	42	1243	13
21	Locked	42	1766	12
22	Locked	42	1827	13
23	Locked	42	2261	14
24	Locked	42	2369	10
25	Locked	42	2716	42
26	Locked	42	2378	13
27	Locked	42	3021	48
28	Locked	42	3445	11
29	Locked	42	3235	41
30	Locked	42	4305	11
31	Locked	42	4318	28

Upstream bonded channels

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

0	49600000	48.5	5120	QAM 64	1
1	43100000	48	5120	QAM 64	2
2	36600000	47.5	5120	QAM 64	3
3	30100000	47.3	5120	QAM 64	4
4	23600000	46.5	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	11	0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

k;fg87dsfd;kfoA,.iyewrkldJKDH

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

6856

1200000450 bps

42600bytes

0 bps

30848

128000 bps

4000bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

6855

55000270 bps

42600bytes

0 bps

16320bytes

Best Effort

30847

128000 bps

4000bytes

0 bps

1522bytes

Best Effort

So - first thing why my speeds are way below specification? Secondly, why I am enduring so many disconnects... this starts to be highly annoying.

[Kath_F]

Hi GlasCsGo, 

Thanks for coming back to us on this one and letting us know you never received the message. We're really sorry about this. 

I've taken a look at things this end today to avoid any further delay and can see that there is still an open area fault affecting you. I can see Chris gave you the details of this via private message but here they are again:

• ➡ Fault reference number: F010542195
• ➡ Estimated fix time: 08 MAY 2023 15:00
• ➡ Description: You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

We understand that it is frustrating when something isn't working as it should be but until his fault is resolved, we're not able to book an engineer as the issues you're having is more than likely down to the fault. 

There is already a note of this fault on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the edibility criteria here 👉 Automatic Compensation

For now, there really isn't anything else we can do. 

Once the fault has cleared, we can re-check things then and go from there. 

Many thanks, 

[GlasCsGo]

Hi Kathy,

Thanks for reaching out - fault you are referring to is a been in an active state since February and pushing the date out on it every time I am posting or ask question seems to be a tactic here - so how certain are you the 8th of May will be the date that it will be resolved? As much as I am thrilled to be in the ability to have my automatic compensation I am more concerned for the fault to be resolved as I am fully working from home and need reliability and speed.

Thanks

[John_GS]

Hi @GlasCsGo 

Thanks for coming back to the thread. I am sorry it's been extended. Depending on the complexity of the fault, it can take a little longer to fix; however rest assured we'd be working hard to get this resolved asap. 

Best wishes.

[GlasCsGo]

Hi there so we are at 09/05/2023

Network Log

Time Priority Description

09-05-2023 16:20:48	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
09-05-2023 16:20:32	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 15:20:10	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 15:20:10	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 15:18:15	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 15:18:15	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 14:12:30	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 14:12:30	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 14:00:08	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 14:00:08	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 13:37:19	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 13:37:19	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-05-2023 12:28:57	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi

And as you can see it's still not working as intended - any update on the fault?

[Carley_S]

Really sorry to hear this is still ongoing for you @GlasCsGo 

I have checked the systems at our side and can see that the outage has been extended and is currently showing it's estimated fix time for 12th May 2023 at 15:00.  I can assure you, our engineers are working to have this resolved as soon as possible. Once the outage looks closed/fixed, please reboot your equipment and let us know if you have any further issues

[GlasCsGo]

So:

12-05-2023 17:07:00	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
12-05-2023 17:05:27	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
12-05-2023 17:05:22	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-05-2023 15:26:10	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
12-05-2023 15:25:07	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
12-05-2023 15:24:48	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

I'm afraid fault is not yet resolved? and new date is let's say 18/05/2023 at 17:00???- guessing here but what else is left for me to do 🙂 I can only wait and pray to gods of internet for 3 months of faulty internet to be resolved - can someone confirm what is the new date now?

Thanks

[Tom_W1]

Hi @GlasCsGo thanks for your reply here.

I'm really sorry, as it does look like there is another extension to this date.

The latest news I have is that it is due to be the 17th May at 15:00 - if you can report back after this time, we'll do our best to tell you the latest info then (hopefully that it is resolved).
Many thanks

[GlasCsGo]

Hello - so i got an text from Virgin all is fixed - and again - random drop out:

Network Log

Time Priority Description

17-05-2023 10:34:08	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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;
17-05-2023 10:32:51	notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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;
17-05-2023 10:32:37	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-05-2023 10:06:37	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-

Any idea if this fault is still in play and they randomly sent me text about some fault being fixed?

Thanks,

[Paulina_Z]

Hi @GlasCsGo,

Thanks for coming back to us about your ongoing issue! Sorry to hear that this problem is ongoing after the local outage has been resolved.

I've taken a look at our systems and I can see some issues with your power levels. In order to have this rectified, I'll need to send you a Private Message to confirm a few details. As we're unable to resolve this issue remotely, we'll need to arrange for a technician appointment.

Please keep an eye out for an envelope at the top right corner of your Forum page. If you're having issues locating this, please let me know and I'm happy to help. I'll be in touch soon.

Thank you.

[Paulina_Z]

Hi @GlasCsGo,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing broadband connection issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.