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;

Poverty · ‎18-11-2021

Still going offline...

Poverty · ‎19-11-2021

Paul_DN · ‎21-11-2021

Hi Poverty,

Thanks for coming back, it looks like there is a SNR issue in the area which is causing the drops you are experiencing, this was picked up on 18/11/21 and the estimated fix date is 25/11/21 SNR Signal to Noise Ration can cause the below?

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, apologies for any inconvenience caused.

Regards

Paul.

Poverty · ‎06-01-2022

Now what is the problem?

Paulina_Z · ‎09-01-2022

Hi @Poverty,

Thank you for coming back to us. I'm sorry to see that you're experiencing some disconnections again! I understand that this is not ideal at all.

I was able to locate your account and run through some checks for you to ensure that there are not faults impacting your services. I cannot see any area issues or problems with your power levels. However, I can see that your Hub uptime is showing as 30 days at the moment. We would advise rebooting your Hub to see if this can help with your disconnection problems.

You can also take a look at our Broadband Faults page to run some further checks on your equipment.

Thank you.

Paulina_Z
Forum Team
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Poverty · ‎22-03-2022

Nothing was sorted last time, now getting serious dropouts again and it's been offline 12+ hours.

Had enough - Finally Openreach have upgraded the area so I can get Fibre!

Only a month to wait for disconnection, can't wait!

Jodi_S · ‎24-03-2022

Hi Poverty,

Sorry to see that you're having ongoing issues again, we can certainly understand your frustration with this.

Remotely checking our systems, we can see that you're currently experiencing some downstream power level issues.

Due to this, we would need to book an engineer out to come and resolve this issue for you.

Would you be happy for us to do this?

Please let me know, and I will get this arranged for you.

Kind regards Jodi.

Poverty · ‎31-03-2022

For anyone intrested - look at this graph the difference. Exact same router but on an FTTP connection with TalkTalk and should be rock solid according to the engineer that installed it in comparison to Virgin.

Couldn't be happier that it's now installed and Virgin has been cancelled (a 6 year wait for an alternative provider).

IP changed when I rebooted the router at 9:30pm incase you were wondering 😛

Martin_N · ‎02-04-2022

We're sorry to see you have left us. We do wish you all the best with your new provider.

^Martin

legacy1 · ‎03-04-2022

I'm sure one day VM will go fibre with better and fastest tech comes around to put a end to copper

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Awful Unreliable Connection with Dropouts (Modem Only Mode)