Virgin Media Community

[col_1871]

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 

[lotharmat]

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

[col_1871]

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

[lotharmat]

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).

[col_1871]

Time Priority Description

10/06/2021 06:50:34	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 05:34:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 04:47:3	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:54:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:26:43	critical	Received 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 16:25:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:25:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:25:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:25:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 09:22:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 10:48:35	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 01:38:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 09:59:5	notice	DHCP 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 09:59:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 15:39:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 05:41:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 22:04:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 14:51:17	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 14:48:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 20:34:50	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[col_1871]

General Configuration

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

Primary Downstream Service Flow

SFID	27084
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	25992
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[col_1871]

Refresh data

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

1	46199996	45.3	5120	64 qam	11
2	25800009	43.3	5120	64 qam	14
3	32599981	43.8	5120	64 qam	13
4	39399991	45.3	5120	64 qam	12

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[col_1871]

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	603000000	-3	38	256 qam	25
2	475000000	-3.4	40	256 qam	9
3	483000000	-3.5	40	256 qam	10
4	491000000	-3.7	40	256 qam	11
5	499000000	-3.5	40	256 qam	12
6	507000000	-3.4	40	256 qam	13
7	515000000	-3.4	40	256 qam	14
8	523000000	-3.2	40	256 qam	15
9	531000000	-3.9	40	256 qam	16
10	539000000	-3.7	40	256 qam	17
11	547000000	-3.7	40	256 qam	18
12	555000000	-3.4	40	256 qam	19
13	563000000	-3	40	256 qam	20
14	571000000	-3.5	40	256 qam	21
15	579000000	-3.5	40	256 qam	22
16	587000000	-3.5	40	256 qam	23
17	595000000	-3.4	40	256 qam	24
18	611000000	-3	40	256 qam	26
19	619000000	-3.4	40	256 qam	27
20	627000000	-3.7	38	256 qam	28
21	635000000	-4.2	38	256 qam	29
22	643000000	-4.2	38	256 qam	30
23	651000000	-4	38	256 qam	31
24	659000000	-4	40	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	6	0
2	Locked	40.3	5	0
3	Locked	40.3	5	0
4	Locked	40.3	6	0
5	Locked	40.3	7	0
6	Locked	40.9	5	0
7	Locked	40.3	5	0
8	Locked	40.9	6	0
9	Locked	40.3	5	0
10	Locked	40.3	5	0
11	Locked	40.9	6	0
12	Locked	40.3	8	0
13	Locked	40.9	6	0
14	Locked	40.3	7	0
15	Locked	40.9	7	0
16	Locked	40.3	9	0
17	Locked	40.3	0	0
18	Locked	40.3	6	0
19	Locked	40.3	5	0
20	Locked	38.9	8	0
21	Locked	38.9	16	0
22	Locked	38.9	15	0
23	Locked	38.9	14	0
24	Locked	40.9	5	0

[col_1871]

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

[lotharmat]

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!