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Strattp
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Broadband and home phone intermittent problem

  • For the last day or so the virgin connection is dropping. I have contacted Virgin and was told someone would ring me back in 4 hour's. That was 10 hour's ago.
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Strattp
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Message 2 of 16
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Re: Broadband and home phone intermittent problem

Thinkbroad monitor graph
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/74adc722201c420d9fcebc297f928c9d98a3bab0]My Broadband Ping[/url]

 

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Strattp
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Re: Broadband and home phone intermittent problem

https://www.thinkbroadband.com/broadband/monitoring/quality/share/74adc722201c420d9fcebc297f928c9d98a3bab0
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Strattp
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Re: Broadband and home phone intermittent problem

Router stats:

Downstream bonded channels

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

11390000000.237256 qam1
2147000000-0.237256 qam2
3155000000-0.238256 qam3
4163000000-0.438256 qam4
5171000000-0.237256 qam5
6179000000037256 qam6
71870000000.237256 qam7
81950000000.238256 qam8
92030000000.238256 qam9
102110000000.538256 qam10
112190000000.738256 qam11
122270000000.738256 qam12
13235000000138256 qam13
142430000000.738256 qam14
152510000001.238256 qam15
162590000000.938256 qam16
17267000000138256 qam17
182750000000.538256 qam18
192830000001.238256 qam19
202910000001.238256 qam20
21299000000238256 qam21
223070000001.938256 qam22
233150000002.238256 qam23
24323000000238256 qam24



Downstream bonded channels

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

1Locked37.6110
2Locked37.6150
3Locked38.6120
4Locked38.9130
5Locked37.6260
6Locked37.6230
7Locked37.6140
8Locked38.6110
9Locked38.6120
10Locked38.6110
11Locked38.6160
12Locked38.980
13Locked38.9130
14Locked38.6110
15Locked38.6130
16Locked38.6120
17Locked38.6120
18Locked38.6140
19Locked38.9100
20Locked38.9250
21Locked38.9190
22Locked38.990
23Locked38.6170
24Locked38.911

0

 

Network Log

Time Priority Description

11/05/2021 12:14:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:14:38criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:13:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:13:36criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:12:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:12:38criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:11:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:11:52criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:11:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:11:11criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:10:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:10:24criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:09:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:09:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:08:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:08:35criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:07:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:07:33criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:06:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 12:06:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Strattp
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Message 5 of 16
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Re: Broadband and home phone intermittent problem

 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9f4100d4c4a5eb76f7fbca9f02884928b1e1d4e5-12-05-2021

Thinkbroadband monitor

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Strattp
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Message 6 of 16
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Re: Broadband and home phone intermittent problem

Still showing a problem using Virgin media chack service status:

 
We've found a problem

We'd like to investigate this further. Get in touch with our friendly team, who can give you some more help.

Call options

150

from your Virgin Media phone or mobile

0345 454 1111*

from any phone.

Lines are open

8am - 10pm,

7 days a week

 

But is thare anypoint in ringing when they never phone me back (or text or email to let me know what's going on.

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Z92
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Message 7 of 16
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Helpful Answer

Re: Broadband and home phone intermittent problem

I'd ring them at 8am in the morning if possible for the least amount of hold time.

Meanwhile, I'd post your upstream stats.

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Strattp
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Re: Broadband and home phone intermittent problem

Upstream stats:

Upstream bonded channels

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

14620007343.5512064 qam3
23940005845512064 qam4
35370008344512064 qam2
46030009544.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0020
4ATDMA0010

 

 

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Strattp
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Message 9 of 16
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Re: Broadband and home phone intermittent problem

Broadband and phone have gone down twice today:

Strattp_0-1620821474532.png

 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9f4100d4c4a5eb76f7fbca9f02884928b1e1d4e5-12-05-2021

Network Log

Time Priority Description

12/05/2021 11:55:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 11:54:27criticalReceived 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;
12/05/2021 11:52:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 11:52:27criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 11:52:27criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Steven_L
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Message 10 of 16
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Helpful Answer

Re: Broadband and home phone intermittent problem

Hey @Strattp

 

 

Welcome to the community and thanks for taking the time to post on here.

 

I'm really sorry to hear of the problems that you're having with your connection and phone line.

 

I have been able to locate your account and there is an SNR issue in your area and this is due to be resolved on 18th May @12pm and this has been logged under ref F009012000.

 

We apologise for any inconvenience that this issue is causing for you.

 

Regards,

Steven_L 

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