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Gethsemane
Superfast
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Message 1 of 37
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Broadband Problems please Help

For the last week or so my connection has become quite erratic to the point I contacted Customer Services, after some checks i was told there was an issue with my modem communicating with the system and it would need the IT team to look into it?  Earlier today i got a text to say the fault had been fixed and happy surfing.  However the fault continues, I rang Customer Services again and to be frank the person i spoke too had no idea what was going on or how to fault find an issue which eventually led her to say  'oh I've just noticed a network fault nothing i can do, give it 3 days'.  I mean really?

My speeds have generally been pretty consistent for vivid 200 line but now they've plummeted 

ping 9 jitter 3.06

Download 34.63

upload 1.76

 

2018-12-05 01:06:44.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-05 01:18:01.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-05 01:18:01.00noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-05 14:42:05.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:22.00ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-09 02:43:35.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-09 05:22:12.00criticalTLV-11 - Illegal Set operation failed;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-09 05:22:16.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Do virgin CS staff still monitor the forums? 

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Gethsemane
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Message 2 of 37
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Re: Broadband Problems please Help

pstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000042512016 qam2
22580000040512016 qam4
33260000042512016 qam3
44620000042512032 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA00190
3ATDMA0000
4ATDMA0000
 
 
ownstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12990000008.438256 qam21
2323000000837256 qam24
3315000000837256 qam23
43070000008.138256 qam22
52910000008.338256 qam20
62830000007.538256 qam19
72750000007.538256 qam18
82670000007.938256 qam17
9259000000838256 qam16
102510000008.338256 qam15
112430000008.438256 qam14
122350000008.840256 qam13
132270000008.838256 qam12
14219000000940256 qam11
152110000009.538256 qam10
162030000009.638256 qam9
1719500000010.340256 qam8
1818700000010.440256 qam7
1917900000010.540256 qam6
2017100000010.840256 qam5
211630000001140256 qam4
2215500000011.540256 qam3
231470000001238256 qam2
2413900000012.540256 qam1


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.640
2Locked37.350
3Locked37.640
4Locked38.670
5Locked38.6110
6Locked38.600
7Locked38.9110
8Locked38.950
9Locked38.950
10Locked38.960
11Locked38.900
12Locked40.350
13Locked38.940
14Locked40.350
15Locked38.950
16Locked38.980
17Locked40.360
18Locked40.350
19Locked40.340
20Locked40.300
21Locked40.350
22Locked40.39203
23Locked38.950
24Locked40.3160
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jbrennand
Alessandro Volta
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Message 3 of 37
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Re: Broadband Problems please Help

I am no expert and others will comment in more detail - but several of your downstream channel's power levels are above the recommended maximum level of 10dBmv.  You will need a technician visit to get these back in range.  I would call in and arrange that ahead of hearing what other issues there might be.


--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Gethsemane
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Message 4 of 37
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Re: Broadband Problems please Help

I took the plunge and gave customer services another call, spoke to a very helpful chap who after some further tests confirmed something isn't working as intended and has apparently escalated the fault to 2nd line.  Shame that Virgins customer services are so hit and miss.

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Very Insightful Person
Very Insightful Person
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Message 5 of 37
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Re: Broadband Problems please Help


@Gethsemane wrote:

I took the plunge and gave customer services another call, spoke to a very polite chap who confirmed something isnt work as intended and has escalated the fault to 2nd line.


well he may have done - then again pigs can fly - you came off the call thinking things were moving

no idea what he thinks 2nd line - whoever they are can do - long and short of it as said above is you need a tech to sort it 

wait here for VM to get to the thread in a few days and sense should prevail

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Tony
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Gethsemane
Superfast
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Message 6 of 37
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Re: Broadband Problems please Help

im fully expecting a message/call tomorrow to say i need a tech visit.  iirc 2nd line are the technical & engineering team.

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Very Insightful Person
Very Insightful Person
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Message 7 of 37
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Re: Broadband Problems please Help

i wouldn't put the kettle on for that happening.. since there is close a week for the forum staff to reply to a thread

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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Gethsemane
Superfast
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Message 8 of 37
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Re: Broadband Problems please Help

So i spoke with Customer Service again today, i was informed my fault was now an area fault and engineers planned to have it fixed by 9am today and would monitor it till the 17th.   I can assure you its not fixed, my connection has been off more than on again today, often the cable modem can be seen recycling itself and displaying a plethora of colored flashing lights in the process.

 

Network LogTime Priority Description
2018-12-10 12:26:56.00noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 12:54:05.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 12:54:05.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 12:54:05.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 13:01:19.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 13:08:09.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 13:19:26.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 13:19:26.00noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 14:00:39.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 14:11:57.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 14:11:57.00noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 14:53:10.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 15:04:28.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 15:04:28.00noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 16:11:27.00ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 16:29:47.00ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 16:29:47.00noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-10 19:48:41.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:22.00ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:37.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Gethsemane
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Message 9 of 37
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Re: Broadband Problems please Help

Downstream bonded channels

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

12990000008.538256 qam21
2323000000837256 qam24
3315000000838256 qam23
43070000008.138256 qam22
52910000008.438256 qam20
62830000007.638256 qam19
72750000007.538256 qam18
8267000000838256 qam17
92590000008.140256 qam16
102510000008.340256 qam15
112430000008.538256 qam14
12235000000940256 qam13
13227000000940256 qam12
142190000009.340256 qam11
152110000009.540256 qam10
162030000009.940256 qam9
1719500000010.440256 qam8
1818700000010.540256 qam7
1917900000010.840256 qam6
201710000001140256 qam5
2116300000011.140256 qam4
2215500000011.540256 qam3
2314700000012.140256 qam2
2413900000012.640256 qam1



Downstream bonded channels

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

1Locked38.650
2Locked37.600
3Locked38.650
4Locked38.640
5Locked38.9100
6Locked38.900
7Locked38.940
8Locked38.6120
9Locked40.360
10Locked40.300
11Locked38.900
12Locked40.350
13Locked40.350
14Locked40.950
15Locked40.360
16Locked40.360
17Locked40.950
18Locked40.350
19Locked40.950
20Locked40.300
21Locked40.300
22Locked40.3200
23Locked40.3180
24Locked40.9180

 

Upstream bonded channels

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

13940000040.3512032 qam2
22580000040.3512016 qam4
33260000041.8512016 qam3
44620000042.5512032 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA00100
3ATDMA0000
4ATDMA0010
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Gethsemane
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Message 10 of 37
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Re: Broadband Problems please Help

Ive also noticed the network logs don't reflect the amount of times the modem power cycles itself? this happen on average every hour or less, which makes posting anything somewhat hit and miss.....

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