07-07-2021 15:05 - edited 07-07-2021 15:20
For the last three months my internet connection drops out for a few minutes 2 to 3 times a day. Not the wi-fi, the internet connection. I have tested this by disconnecting all other equipment and using a wired connection to the router, it is definitely that piece of equipment causing the problem. There are no local service issues.
The faults team have told me there is nothing they can do unless I contact them while it is offline. Given that it takes at least 10 minutes to speak to an engineer and the fault only lasts for about 3 minutes at a time, that is a physical impossibility, but no matter how many times I explained this, I got the same reply: there is nothing they can do. I thought the cancellations team might have more leverage, but no, it seems Virgin Media doesn't care about losing a £58 a month internet account.
I have been with Virgin for over 4 years, subscribing to the most expensive service available throughout this time. This is the first time I have called support, I should be exactly the sort of customer the company would want to retain, but it seems not. The router is obviously faulty, it would be a simple task to replace it, but Virgin would rather lose the account than put one in the post. The lack of customer care is staggering, Virgin doesn't deserve to be in business with this attitude.
Answered! Go to Answer
on 07-07-2021 15:06
on 07-07-2021 15:06
07-07-2021 15:19 - edited 07-07-2021 15:27
Thanks for your reply. This is the data you requested.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 3 38 256 qam 1
2 147000000 2.7 40 256 qam 2
3 155000000 2.7 38 256 qam 3
4 163000000 2.5 40 256 qam 4
5 171000000 2.5 40 256 qam 5
6 179000000 2.5 40 256 qam 6
7 187000000 2.4 38 256 qam 7
8 195000000 2.4 40 256 qam 8
9 203000000 2.2 40 256 qam 9
10 211000000 2.2 38 256 qam 10
11 219000000 2.2 40 256 qam 11
12 227000000 2.2 40 256 qam 12
13 235000000 2.2 40 256 qam 13
14 243000000 2.2 40 256 qam 14
15 251000000 2.4 40 256 qam 15
16 259000000 2.4 40 256 qam 16
17 267000000 2.5 40 256 qam 17
18 275000000 2.5 40 256 qam 18
19 283000000 2.5 40 256 qam 19
20 291000000 2.5 40 256 qam 20
21 299000000 2.7 40 256 qam 21
22 307000000 2.5 40 256 qam 22
23 315000000 2.5 38 256 qam 23
24 323000000 2.5 38 256 qam 24
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 6 0
2 Locked 40.3 6 0
3 Locked 38.9 6 0
4 Locked 40.3 7 0
5 Locked 40.3 4 0
6 Locked 40.3 6 0
7 Locked 38.9 6 0
8 Locked 40.3 6 0
9 Locked 40.3 6 0
10 Locked 38.9 4 0
11 Locked 40.3 6 0
12 Locked 40.3 6 0
13 Locked 40.3 6 0
14 Locked 40.3 7 0
15 Locked 40.3 3 0
16 Locked 40.3 7 0
17 Locked 40.3 6 0
18 Locked 40.3 6 0
19 Locked 40.9 7 0
20 Locked 40.3 7 0
21 Locked 40.3 7 0
22 Locked 40.3 6 0
23 Locked 38.6 6 0
24 Locked 38.9 9 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 43.8 5120 64 qam 6
2 46200000 43.8 5120 64 qam 5
3 32600000 44 5120 64 qam 7
4 25800000 43.8 5120 64 qam 8
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 0 0
4 ATDMA 0 0 0 0
Network Log
Time Priority Description
07/07/2021 14:09:39 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/07/2021 11:01:9 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/07/2021 10:28:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/07/2021 10:28:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/07/2021 10:28:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/07/2021 03:46:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 12:56:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/06/2021 07:47:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/06/2021 00:56:27 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/06/2021 17:44:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 12:56:26 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/06/2021 16:03:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/06/2021 00:56:25 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/06/2021 09:27:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/06/2021 12:56:24 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/06/2021 05:32:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/06/2021 00:56:24 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/06/2021 03:57:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 07-07-2021 15:32
on 07-07-2021 15:34
on 07-07-2021 15:37
on 07-07-2021 15:38
Thanks for your help.
on 07-07-2021 15:40
on 07-07-2021 15:40
@NickC4555 wrote:
Could you please expand on "the log tells a different story!" for me, please?
Lot's of T3 errors that seem to be causing RCS (downstream) issues but downstream power and SNR / RxMER look spot on!
on 07-07-2021 15:41
@NickC4555 wrote:Thanks for your help.
Not a link to the "share live graph" - its a link to your login page.