Virgin Media Virgin Media Community

Poverty · ‎27-08-2021

Can someone take a look at these logs and provide what's happening here?

Today had far too many outages. HUB3 in modem only mode. Devices are wired. Router seems to reboot every few minutes.

Never really had any reliable service from Virgin Media and even switched to Virgin Media Business but they never fixed anything (horrendous customer service and held me to their 2 year contract) and just keep saying area faults and left back for residential (100MB). I've had 5 years of this and now as 4G has got a lot cheaper I'll have to attempt to try a failover with 4G on 02 & this 100MB connection.

Virgin media for home don't offer 4G backup services, and I don't want to try a business connection again with the 4G backup as i'll be forced into a 2 year contract even if their service is constantly offline and no amount of complaining will fix the problem.

The area must be over capacity and the network just can't handle the volume of customers.

Unfortunately got no Fibre to go down the BT route 😞

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	1.5	40	256 qam	25
2	203000000	0.7	38	256 qam	9
3	211000000	0.2	38	256 qam	10
4	219000000	0.2	40	256 qam	11
5	227000000	-0.2	38	256 qam	12
6	235000000	-0.5	38	256 qam	13
7	243000000	-1.4	38	256 qam	14
8	251000000	-1.5	38	256 qam	15
9	259000000	-0.2	38	256 qam	16
10	267000000	0.2	38	256 qam	17
11	275000000	0.5	40	256 qam	18
12	283000000	0.9	40	256 qam	19
13	291000000	0.7	40	256 qam	20
14	299000000	1	40	256 qam	21
15	307000000	1.2	40	256 qam	22
16	315000000	1	40	256 qam	23
17	323000000	1.2	40	256 qam	24
18	371000000	1.7	40	256 qam	26
19	379000000	1.5	40	256 qam	27
20	387000000	1.4	40	256 qam	28
21	395000000	1.7	40	256 qam	29
22	403000000	1.5	40	256 qam	30
23	411000000	1.5	40	256 qam	31
24	419000000	1.2	40	256 qam	32



Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	11042926	3307936
2	Locked	38.9	7877602	24436111
3	Locked	38.9	11414586	18666292
4	Locked	40.3	11155682	22584645
5	Locked	38.9	8868585	25782832
6	Locked	38.6	9327179	23870956
7	Locked	38.6	12124718	15954441
8	Locked	38.6	6354247	11661015
9	Locked	38.9	3747562	10118425
10	Locked	38.9	7566230	10139458
11	Locked	40.3	4526289	13700822
12	Locked	40.3	10717993	8535984
13	Locked	40.3	7449918	7559393
14	Locked	40.9	5526519	7236264
15	Locked	40.3	4566592	7045256
16	Locked	40.3	9356652	6793769
17	Locked	40.3	10271011	6374777
18	Locked	40.9	6066464	973323
19	Locked	40.9	6139777	1130106
20	Locked	40.3	5806534	1015403
21	Locked	40.3	5371990	450549
22	Locked	40.3	5022674	131304
23	Locked	40.3	3867500	69832
24	Locked	40.9	2711444	37094


Refresh data
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46199847	47.5	5120	64 qam	9
2	25800000	47.5	5120	64 qam	12
3	32600000	47.5	5120	64 qam	11
4	39399925	47.5	5120	64 qam	10


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0


General Configuration
Network access	
Allowed
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
DOCSIS Mode	
Docsis30
Config file	
9834ncxv9873254k;fg87dsfd



Primary Downstream Service Flow
SFID	626
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0



Primary Upstream Service Flow
SFID	625
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	
BestEffort





Network Log

Time

Priority

Description

27/08/2021 16:40:52

Warning!

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

27/08/2021 16:39:16

notice

LAN login Success;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:38:16

Warning!

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

27/08/2021 16:38:15

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:44

Warning!

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

27/08/2021 16:37:42

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:30

Warning!

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

27/08/2021 16:37:30

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:26

Warning!

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

27/08/2021 16:37:26

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:37:2

Warning!

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

27/08/2021 16:37:0

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:35:42

Warning!

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

27/08/2021 16:35:42

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:34:56

Warning!

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

27/08/2021 16:34:55

Error

Service Change Response rejected - Invalid transaction ID;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:33:2

Warning!

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

27/08/2021 16:33:2

Warning!

Lost MDD Timeout;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

27/08/2021 16:32:58

Warning!

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

27/08/2021 16:32:57

critical

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

legacy1 · ‎22-09-2021

Its happening not often that they likely can't find the fault short from replacing your whole line. But you could replace your Ethernet line and port to the hub should the cable be bad or port on the hub.

---------------------------------------------------------------

BQM, Test for outgoing ports and SSL/L2TP VPN test

Zach_R · ‎24-09-2021

Hi @Poverty,

Thank you for the update. I'm really sorry to hear that the scheduled visit didn't go ahead.

Do you still need our help with this, or has it been resolved since your post?

Thanks,

Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!

Poverty · ‎24-09-2021

Apparently there is an upstream problem (SNR) issue at the cabinet now. So it's been offline quite a lot today. Awaiting a cabinet fix...

Alex_RM · ‎27-09-2021

Hi Poverty,

Thanks for posting and sorry to hear you've been advised of an area issue.

Just in case you weren't given any details, I've been able to locate your account using your forum information, and can see it's an area SNR problem.

The estimated fix date for this is 1st October 9am.

Please let us know if you're still experiencing problems with the connection after this date.

Alex_Rm

Poverty · ‎16-10-2021

Still dropping the connection as of today!

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	40	5120	64 qam	10
2	25800000	40	5120	32 qam	12
3	32600000	40	5120	64 qam	11
4	46200012	40	5120	64 qam	9


Upstream bonded channels
Channel	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

Paulina_Z · ‎19-10-2021

Hi @Poverty,

Thank you for getting back to us and for updating us about this ongoing issue. Apologies that you're still impacted by this. I can understand that this is very frustrating.

I have taken a look over your account and I cannot see any area issues that are impacting your service at the moment. However, I can see that your upstream and downstream power levels are out of spec, and are most likely causing this issue.

I can have another engineer appointment scheduled for you to look into this issue further. I will send you a Private Message to confirm a few details.

Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you,

Paulina_Z
Forum Team
New around here? Check out the do's and don'ts, in our Community FAQs

Poverty · ‎09-11-2021

Still having issues, after the last engineer visit...

Refresh data
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	4.9	40	256 qam	25
2	203000000	4.5	40	256 qam	9
3	211000000	4.4	38	256 qam	10
4	219000000	4.1	40	256 qam	11
5	227000000	4	38	256 qam	12
6	235000000	3.9	38	256 qam	13
7	243000000	3.7	40	256 qam	14
8	251000000	3.9	40	256 qam	15
9	259000000	4	38	256 qam	16
10	267000000	4.4	40	256 qam	17
11	275000000	4.6	40	256 qam	18
12	283000000	4.6	40	256 qam	19
13	291000000	4.6	40	256 qam	20
14	299000000	4.9	40	256 qam	21
15	307000000	4.8	40	256 qam	22
16	315000000	4.6	40	256 qam	23
17	323000000	4.8	40	256 qam	24
18	339000000	5.3	40	256 qam	26
19	347000000	5.3	40	256 qam	27
20	355000000	5.1	40	256 qam	28
21	363000000	5.4	40	256 qam	29
22	371000000	5.5	40	256 qam	30
23	379000000	5.5	40	256 qam	31
24	387000000	5.3	40	256 qam	32


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	210	386
2	Locked	40.3	137	473
3	Locked	38.6	145	473
4	Locked	40.3	138	484
5	Locked	38.9	169	567
6	Locked	38.9	146	477
7	Locked	40.3	157	468
8	Locked	40.3	155	654
9	Locked	38.9	179	538
10	Locked	40.3	205	542
11	Locked	40.3	164	473
12	Locked	40.3	203	454
13	Locked	40.3	168	643
14	Locked	40.3	196	645
15	Locked	40.3	210	458
16	Locked	40.3	209	566
17	Locked	40.3	199	507
18	Locked	40.9	188	707
19	Locked	40.9	245	559
20	Locked	40.3	243	680
21	Locked	40.3	219	575
22	Locked	40.3	216	569
23	Locked	40.3	221	457
24	Locked	40.9	225	669

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	43	5120	32 qam	10
2	25800000	43	5120	64 qam	12
3	32600000	42.8	5120	32 qam	11
4	46200000	43	5120	64 qam	9


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	6	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	2	0
General Configuration
Network access	
Allowed
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
DOCSIS Mode	
Docsis30
Config file	
a69834ncxv9873254k;fg87ds


Primary Downstream Service Flow
SFID	31988
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0


Primary Upstream Service Flow
SFID	31985
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Steven_L · ‎12-11-2021

Thanks for updating us about this @Poverty, I have been able to look into your account and can see that all the power levels from your connection are within specification for a good and stable connection.

How has your connection been since you last posted on Tuesday?

Regards,

Steven_L

Poverty · ‎12-11-2021

Offline this morning...

Paul_DN · ‎14-11-2021

Hey Poverty,

Thanks for coming back, it looks like there may have been some issues causing your previous issue however there is nothing showing now, how is your connection now?

Regards

Paul.

Virgin Media Virgin Media Community

Virgin Media Virgin Media Community

Awful Unreliable Connection with Dropouts (Modem Only Mode)