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col_1871
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Message 1 of 20
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10 Weeks of ongoing issues - need to escalate

So, we have had to put up with 10 weeks of issues, resetting the internet up to 5 times a day and fairly laughable service from folks on the phone.

Is there anyway to successfully escalate a call.

Have tried talking, raising a complaint, twitter - Virgin just don't seem to be interested 

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lotharmat
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Message 2 of 20
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Re: 10 Weeks of ongoing issues - need to escalate

Is it just wireless that is the issue? Are wired connections affected?



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Hub 3 - Modem Mode - TP-Link Archer C7

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col_1871
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Message 3 of 20
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Re: 10 Weeks of ongoing issues - need to escalate

Both, have replaced Hub3, splitters, attenuators and re-pulled a new cable to the house

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lotharmat
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Message 4 of 20
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Re: 10 Weeks of ongoing issues - need to escalate

Crikey!

Can you humour me and post up the Hub stats:

We may be able to see what is out of whack from them!

Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).



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col_1871
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Message 5 of 20
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Re: 10 Weeks of ongoing issues - need to escalate

Time Priority Description

10/06/2021 06:50:34noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 05:34:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 04:47:3noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:54:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:26:43criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:25:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:25:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:25:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:25:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 09:22:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 10:48:35noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 01:38:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 09:59:5noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 09:59:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 15:39:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 05:41:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 22:04:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 14:51:17noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 14:48:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 20:34:50noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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col_1871
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Message 6 of 20
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Re: 10 Weeks of ongoing issues - need to escalate

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ldJKDHSUBsgvca69834ncxv98



Primary Downstream Service Flow

SFID27084
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID25992
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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col_1871
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Message 7 of 20
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Re: 10 Weeks of ongoing issues - need to escalate

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14619999645.3512064 qam11
22580000943.3512064 qam14
33259998143.8512064 qam13
43939999145.3512064 qam12


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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col_1871
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Message 8 of 20
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Re: 10 Weeks of ongoing issues - need to escalate

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1603000000-338256 qam25
2475000000-3.440256 qam9
3483000000-3.540256 qam10
4491000000-3.740256 qam11
5499000000-3.540256 qam12
6507000000-3.440256 qam13
7515000000-3.440256 qam14
8523000000-3.240256 qam15
9531000000-3.940256 qam16
10539000000-3.740256 qam17
11547000000-3.740256 qam18
12555000000-3.440256 qam19
13563000000-340256 qam20
14571000000-3.540256 qam21
15579000000-3.540256 qam22
16587000000-3.540256 qam23
17595000000-3.440256 qam24
18611000000-340256 qam26
19619000000-3.440256 qam27
20627000000-3.738256 qam28
21635000000-4.238256 qam29
22643000000-4.238256 qam30
23651000000-438256 qam31
24659000000-440256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.960
2Locked40.350
3Locked40.350
4Locked40.360
5Locked40.370
6Locked40.950
7Locked40.350
8Locked40.960
9Locked40.350
10Locked40.350
11Locked40.960
12Locked40.380
13Locked40.960
14Locked40.370
15Locked40.970
16Locked40.390
17Locked40.300
18Locked40.360
19Locked40.350
20Locked38.980
21Locked38.9160
22Locked38.9150
23Locked38.9140
24Locked40.950
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col_1871
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Message 9 of 20
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Re: 10 Weeks of ongoing issues - need to escalate

Cable to house was replaced yesterday afternoon around 17:00 so that should marry up in the logs somewhere

 

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lotharmat
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Message 10 of 20
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Re: 10 Weeks of ongoing issues - need to escalate

Thanks for this! - I genuinely have no idea what could be causing the restarts (No-one seems to know what the ATOM message is from being on here a while)

VM Staff should pick this up shortly and be able to help!



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Hub 3 - Modem Mode - TP-Link Archer C7