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Broadband still not fit for purpose after engineer visit.

So after 10 days without useable internet, I got an engineer visit on Thursday. He replaced my router and told me only 1 of the lines into the house was working and he'd have to fix those at the exchange. He went away for about 5 minutes and came back, did a test and all seemed well.
Sunday evening, I started to get severe latency issues, roll on tonight (monday night) and I'm back to the same issue I had before the visit, Router tells me I'm only getting a partial service, constant dropping out of game as I hit 100% packet loss, completely unusable internet once more.

I expect a refund as I'm paying as much for this piece of **** service as I do for me gas and electric combined....

BQM Graph 

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Re: Broadband still not fit for purpose after engineer visit.

Would seem you've got a noise or power problem that's causing your router to lose channels.  A restart (or connecting a replacement hub) will usually restore the connection for a short while because the hub renegotiates all 28 channels, but then it loses synch over time on one or more channels, and that causes the problems you describe and your BQM shows.  The technician should have checked all this....but being VM they leave it to customers like us.

Rather than let VM send out a technician to find what's going on and fail again, suggest you connect to the hub, select "Check router status" and post the contents of the tabs titled Downstream, Upstream and Network logs in three separate replies here, and we'll take a look to see if we can spot an underlying cause.  That won't fix it, but if we can identify probable cause, you can then get a technician out and they will know what they're coming to fix, which improves the chances of it being fixed. 

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

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Re: Broadband still not fit for purpose after engineer visit.

Downstream bonded channels

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

1483000000-7.237256 qam30
2187000000-1.436256 qam7
3195000000-1.236256 qam8
4203000000-236256 qam9
5211000000-336256 qam10
6219000000-3.735256 qam11
7227000000-4.235256 qam12
8235000000-4.235256 qam13
9243000000-4.536256 qam14
10251000000-4.536256 qam15
11259000000-4.735256 qam16
12267000000-536256 qam17
13275000000-636256 qam18
14283000000-536256 qam19
15291000000-3.736256 qam20
16299000000-337256 qam21
17307000000-3.937256 qam22
18315000000-4.437256 qam23
19323000000-3.937256 qam24
20443000000-7.936256 qam25
21451000000-7.536256 qam26
22459000000-736256 qam27
23467000000-7.237256 qam28
24475000000-7.237256 qam29



Downstream bonded channels

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

1Locked37.35322562
2Locked36.6142181398395894
3Locked36.6142803286680678
4Locked36.398080575060687
5Locked36.37911467727302
6Locked35.7102998811255828
7Locked35.7114708876278223
8Locked35.7117252746067443
9Locked36.3156205221089996
10Locked36.38484616995355
11Locked35.5110161652358918
12Locked36.390095246611856
13Locked36.6154982614896112
14Locked36.39817990764159
15Locked36.39983874584389
16Locked37.377693756141459
17Locked37.3100984763371760
18Locked37.3452972481428
19Locked37.3547887849916
20Locked36.36485881872
21Locked36.66980345
22Locked36.64251011
23Locked37.36114842
24Locked37.3487555
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Re: Broadband still not fit for purpose after engineer visit.

Upstream bonded channels

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

1603000935.1512064 qam1
2394000635.1512064 qam4
3461997125.075512064 qam3
4537000875.1512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Broadband still not fit for purpose after engineer visit.

Network Log

Time Priority Description

28/04/2020 09:56:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 09:56:0ErrorDCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 09:17:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 09:17:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 09:17:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 09:17:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 09:02:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 09:01:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 03:37:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 03:37:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 23:16:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 23:16:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 23:14:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 23:14:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 23:13:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 23:13:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 22:45:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 22:44:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 22:35:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 22:35:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Broadband still not fit for purpose after engineer visit.

Your Downstream power is too low (-6 to +10 limits) and your Upstream is too high (Over 51) Also a lot of PostRS errors indicative of noise on the circuit. An engineer will need to fix this.
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