Menu
Reply
  • 31
  • 0
  • 1
On our wavelength
396 Views
Message 1 of 7
Flag for a moderator

Engineer visit cancelled due to network problem - issues remain

Hello

One of the forum team, Megan, replied to my previous post about a longer coax cable (see here: https://community.virginmedia.com/t5/QuickStart-set-up-and/Where-can-I-get-a-longer-coax-cable-from/...).  She said she tested my connection and it showed there were problems so she ordered an engineer visit and said she would also ask the engineer if he could supply a longer cable (this relates to wanting to move the rooter to enhance the wifi around the house).

On the morning the engineer was due I got a message saying it was on hold due to a problem with the network they were working on.  Then I got a message saying it's all solved.  However since then, internet went completely dead last night at half 12, and on the router page shows RCS partial service and lost MDD errors. Downstream power ranges from -6 to -3, SnR 34-38. Upstream power 5.4 I'm getting thousands of Post RS Errors on all channels since reboot last night, 5 with 10,000+ plus errors, one channel with 184,000 errors.

Could a member of the admin team kindly book in the engineer visit again, also asking about the coax cable?  Perhaps also check the connection their end as Megan did?  I would contact her via pm again but it seems she is not always online, hence my posting this on the wider forum.

Thanks in advance for help

Dan

0 Kudos
Reply
  • 3.7K
  • 229
  • 356
Forum Team
Forum Team
349 Views
Message 2 of 7
Flag for a moderator

Re: Engineer visit cancelled due to network problem - issues remain

Hello @reflex1234,

 

Sorry to hear about your continued problems with your broadband. I've had a look at your network details and yes there are some problems with your downstream power levels. I've arranged for an engineer to take a look and it's for the soonest available date. Please log into your online account to view it and if it's inconvenient, you can reschedule it to a more suitable time.

 

Please let us know how it goes after the visit.

 

Thanks,

 

Lisa

0 Kudos
Reply
  • 31
  • 0
  • 1
On our wavelength
321 Views
Message 3 of 7
Flag for a moderator

Re: Engineer visit cancelled due to network problem - issues remain

Hi Lisa thanks very much for your help

Sorry if I'm missing something obvious but when I sign in to my account I don't see any details of any appointments. Should it be in a specific section?

 

Regards

Dan

0 Kudos
Reply
  • 31
  • 0
  • 1
On our wavelength
318 Views
Message 4 of 7
Flag for a moderator

Re: Engineer visit cancelled due to network problem - issues remain

Just checked and I have a text with the appointment anyway, cheers! 

0 Kudos
Reply
  • 8.2K
  • 502
  • 532
Forum Team
Forum Team
285 Views
Message 5 of 7
Flag for a moderator

Re: Engineer visit cancelled due to network problem - issues remain

No worries, let us know how it all goes 🙂

Emma_C - Forum Team
0 Kudos
Reply
  • 31
  • 0
  • 1
On our wavelength
239 Views
Message 6 of 7
Flag for a moderator

Re: Engineer visit cancelled due to network problem - issues remain

Hello just to update, the connection is vastly improved now.  The broadband quality monitor shows a much better connection overall.  I still get the odd few error messages from the router but these do not seem to have caused any noticeable issues with the connection (pasted below for reference).  Thanks again very much for your help.

 

29/07/2020 09:15:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 09:15:39Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 22:56:56ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 14:57:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 08:26:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 11:16:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 07:06:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 00:29:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 13:57:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 15:25:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 15:25:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
  • 4.83K
  • 194
  • 267
Forum Team
Forum Team
235 Views
Message 7 of 7
Flag for a moderator

Re: Engineer visit cancelled due to network problem - issues remain

Hi reflex1234,

 

I'm glad to hear this is all sorted for you. 

 

^Martin

0 Kudos
Reply