Virgin Media Community

[Talbot_Sunbeam]

I wonder if anyone can can offer me any advice.

I have always been pretty satisfied as a VM customer, since long before they called that, but I have been struggling with an intermittent connection and packet loss issues for 3 or 4 years now, despite several engineer visits and calls to support it never goes away and sometimes gets worse.

I use my V3 box in modem mode.

*My apologies I have had to remove the formatting due as I was exceeding the character limit.

Router status

Refresh data

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

203000000

Locked

Ranged Upstream Channel (Hz)

43100000

Locked

Provisioning State

Online

Refresh data
Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

6.1

40

256 qam

9

2

139000000

5.3

38

256 qam

1

3

147000000

5.6

40

256 qam

2

4

155000000

5.6

40

256 qam

3

5

163000000

5.9

40

256 qam

4

6

171000000

6.1

40

256 qam

5

7

179000000

6.3

40

256 qam

6

8

187000000

6.3

40

256 qam

7

9

195000000

6

40

256 qam

8

10

211000000

6.5

40

256 qam

10

11

219000000

6.9

40

256 qam

11

12

227000000

7

40

256 qam

12

13

235000000

7

40

256 qam

13

14

243000000

7

40

256 qam

14

15

251000000

6.8

40

256 qam

15

16

259000000

7.1

40

256 qam

16

17

267000000

7

40

256 qam

17

18

275000000

7

40

256 qam

18

19

283000000

7.4

40

256 qam

19

20

291000000

7.1

40

256 qam

20

21

299000000

7.8

38

256 qam

21

22

307000000

7

38

256 qam

22

23

315000000

7.4

40

256 qam

23

24

323000000

7.5

40

256 qam

24

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

1797286

647526

2

Locked

38.9

2126693124

5358431

3

Locked

40.3

1672493817

3695372

4

Locked

40.9

969494650

1560730

5

Locked

40.9

1669144

1016720

6

Locked

40.3

1677224

1000335

7

Locked

40.3

1689083

966035

8

Locked

40.3

1666397

621149

9

Locked

40.9

1628546

1006025

10

Locked

40.3

1691128

181223

11

Locked

40.3

1751978

539029

12

Locked

40.3

1591576

921336

13

Locked

40.9

1670071

650900

14

Locked

40.3

1697547

339207

15

Locked

40.3

1758301

721124

16

Locked

40.3

1792479

184277

17

Locked

40.3

1721500

492825

18

Locked

40.3

1259167

45108

19

Locked

40.3

549363

2297

20

Locked

40.3

11432

654

21

Locked

38.9

1723802

571056

22

Locked

38.9

1551696

933786

23

Locked

40.3

1590321

883871

24

Locked

40.3

1803425

299132

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Router status

Status

Downstream

Upstream

Configuration

Network Log

Refresh data
Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

43100000

43.3

5120

64 qam

2

2

23600000

41.3

5120

64 qam

5

3

30100000

41.8

5120

64 qam

4

4

36600000

42.3

5120

64 qam

3

5

49600000

43.8

5120

64 qam

1

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

10

0

3

ATDMA

0

0

2

0

4

ATDMA

0

0

5

0

5

ATDMA

0

0

6

0

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General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

87dsfd;kfoA,.iyewrkldJKDHSUBs

Primary Downstream Service Flow

SFID

4546

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0

Primary Upstream Service Flow

SFID

4545

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

Refresh data
Network Log

Time

Priority

Description

06/02/2023 13:56:45

critical

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

06/02/2023 13:56:44

critical

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

06/02/2023 13:56:5

critical

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

06/02/2023 13:56:5

critical

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

06/02/2023 13:53:45

critical

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

06/02/2023 13:53:45

critical

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

06/02/2023 13:43:46

critical

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

06/02/2023 13:43:46

critical

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

06/02/2023 13:43:26

critical

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

06/02/2023 13:43:26

critical

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

06/02/2023 13:42:46

critical

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

06/02/2023 13:42:46

critical

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

06/02/2023 13:41:46

critical

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

06/02/2023 13:41:46

critical

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

06/02/2023 13:39:46

critical

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

06/02/2023 13:39:46

critical

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

05/02/2023 23:52:8

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 23:52:8

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 23:52:8

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2023 23:05:54

critical

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

[Anonymous]

Not the easiest post to read tbh but looks like lots of post RS errors and timeouts. 

Make sure all cables and connections are tight and in good condition and try a 30 second pinhole reset of the hub.

Also check for local faults on 0800 561 0061. 

[Tudor]

If you post the stats as separate entries they will be accepted.

Too many errors, but the figures are accumulative since the hub was last power cycled. So please turn off your hub for a short period, this will reset the counters, then post a new full set of stats after about two hours. This will indicate the current line status. 

[Travis_M]

Hi @Talbot_Sunbeam 

Thanks for posting on our community forum and a warm welcome with this being your first post here, sorry to hear about the issue with your broadband.

The issue is being caused by an SNR [Signal Noise Ratio] outage in your area, the team are working hard to find the fault along the network and have this resolved as soon as possible for you. The estimated fix date is currently 14 Feb at 16:55 - you may notice the connection slow down / drop out regularly whilst this is ongoing. My apologies for the inconvenience and we hope to have this resolved soon

[Talbot_Sunbeam]

Thank you, for your responses. I will monitor again after the 14th. As I have experienced this issue for 3 or 4 years I don't hold out much hope of a proper solution as this is far from first time I have been told a fix is underway.

I have looked at the stats screens a lot over the last year or so, what was posted before is about 2-4 weeks of uptime and was worse than usual. 2 hrs is likely to look close to perfect (depending of what 2 hrs) 2 days will always have hundreds of post RS errors and on worse days its 10's of thousands.

My box was powered off and on when I made the original post so below is around 48 hrs.

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Downstream bonded channels

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

1	155000000	5.5	40	256 qam	3
2	139000000	5	38	256 qam	1
3	147000000	5.5	38	256 qam	2
4	163000000	5.6	40	256 qam	4
5	171000000	5.9	40	256 qam	5
6	179000000	6	40	256 qam	6
7	187000000	6	40	256 qam	7
8	195000000	5.8	40	256 qam	8
9	203000000	6	40	256 qam	9
10	211000000	6.3	40	256 qam	10
11	219000000	6.6	40	256 qam	11
12	227000000	6.8	40	256 qam	12
13	235000000	6.6	40	256 qam	13
14	243000000	6.6	40	256 qam	14
15	251000000	6.5	40	256 qam	15
16	259000000	7	40	256 qam	16
17	267000000	6.9	40	256 qam	17
18	275000000	6.9	40	256 qam	18
19	283000000	7	40	256 qam	19
20	291000000	6.9	40	256 qam	20
21	299000000	7.5	40	256 qam	21
22	307000000	6.9	40	256 qam	22
23	315000000	7.1	40	256 qam	23
24	323000000	7.3	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	1402	242
2	Locked	38.9	1461	277
3	Locked	38.9	1303	496
4	Locked	40.3	1528	80
5	Locked	40.3	1050	47
6	Locked	40.3	377	15
7	Locked	40.3	111	0
8	Locked	40.9	132	0
9	Locked	40.3	200	0
10	Locked	40.3	136	0
11	Locked	40.3	138	0
12	Locked	40.3	108	0
13	Locked	40.3	59	0
14	Locked	40.3	189	0
15	Locked	40.3	339	0
16	Locked	40.9	365	0
17	Locked	40.9	420	0
18	Locked	40.3	426	0
19	Locked	40.3	232	0
20	Locked	40.3	149	0
21	Locked	40.3	104	0
22	Locked	40.3	104	0
23	Locked	40.3	122	0
24	Locked	40.3	65	0

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Router status

    Status

    Downstream

    Upstream

    Configuration

    Network Log

Refresh data

Upstream bonded channels

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

1 43100000 42.3 5120 64 qam 2

2 23600000 41.3 5120 64 qam 5

3 30100000 41.8 5120 64 qam 4

4 36600000 42.3 5120 64 qam 3

5 49600000 43.8 5120 64 qam 1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 0 0

2 ATDMA 0 0 2 0

3 ATDMA 0 0 3 0

4 ATDMA 0 0 0 0

5 ATDMA 0 0 0 0

[Talbot_Sunbeam]

The snapshot below is 23hrs from 20:00 on the 16th to around 19:00 on the 17th. I am still having some issues.

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

1	155000000	5	38	256 qam	3
2	139000000	4.4	38	256 qam	1
3	147000000	4.8	38	256 qam	2
4	163000000	5.1	40	256 qam	4
5	171000000	5.4	40	256 qam	5
6	179000000	5.4	40	256 qam	6
7	187000000	5.3	40	256 qam	7
8	195000000	5.1	40	256 qam	8
9	203000000	5.4	40	256 qam	9
10	211000000	5.6	40	256 qam	10
11	219000000	6.3	38	256 qam	11
12	227000000	6.3	38	256 qam	12
13	235000000	6.1	40	256 qam	13
14	243000000	6	40	256 qam	14
15	251000000	6	40	256 qam	15
16	259000000	6.5	40	256 qam	16
17	267000000	6.5	40	256 qam	17
18	275000000	6.4	40	256 qam	18
19	283000000	6.5	40	256 qam	19
20	291000000	6.4	40	256 qam	20
21	299000000	7	38	256 qam	21
22	307000000	6.5	40	256 qam	22
23	315000000	6.8	40	256 qam	23
24	323000000	6.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	7816	3119
2	Locked	38.9	206751	9933
3	Locked	38.6	126671	5497
4	Locked	40.3	7172	3798
5	Locked	40.3	5997	3785
6	Locked	40.3	4546	3753
7	Locked	40.3	3528	3727
8	Locked	40.9	3353	4196
9	Locked	40.9	3483	3259
10	Locked	40.3	3019	3464
11	Locked	38.9	2861	3542
12	Locked	38.9	2763	3323
13	Locked	40.3	2316	3238
14	Locked	40.3	1963	3087
15	Locked	40.9	1820	3058
16	Locked	40.3	1604	2727
17	Locked	40.3	1367	2773
18	Locked	40.3	1293	2581
19	Locked	40.3	1113	2208
20	Locked	40.3	958	2438
21	Locked	38.9	1033	2340
22	Locked	40.3	985	2422
23	Locked	40.3	954	2182
24	Locked	40.3	826	1828

Upstream bonded channels

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

1	43100000	43.5	5120	32 qam	2
2	23600000	41.5	5120	32 qam	5
3	30100000	42	5120	32 qam	4
4	36600000	43	5120	32 qam	3
5	49600000	43.8	5120	32 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0

[Robert_P]

Hello Talbot_Sunbeam

We're sorry to hear of the connection issues impacting your broadband connection, we appreciate the frustration this can cause and you taking the time to raise this via the forums.

From checking the connection and equipment we can confirm there is currently an area SNR issue under reference F010406516, this has and estimated fix date and time of today (20th February 2023) at 4.55pm. Hopefully once this issue is resolved you should see an improvement in the service. 

Let us know.

Rob