Virgin Media Community

[SweetFA]

Hey Virgins. 

We've been having issues for awhile now with BB speed/Tivo blah blah.

So I've copied the status page details, if anyone can have a scan and see if there's any issues that'd be grand.

Date And Time Error Number Event Description

2017-03-17 12:18:28.00	84000500	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 12:18:33.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 12:18:47.00	84000500	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 12:18:50.00	84000700	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 12:18:50.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 12:18:50.00	84000500	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 12:19:04.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 12:19:06.00	84000500	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 12:20:31.00	82000400	Received 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;
1970-01-01 00:01:27.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:27.00	84020300	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:41.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:22.00	82000300	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:22.00	82000800	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:23.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:03:04.00	82000300	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:03:04.00	82000800	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:03:22.00	84020200	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:03:22.00	84020300	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:03:36.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[stevedh2]

could probably do with seeing your power/snr levels too..

[SweetFA]

Thanks for the quick reply Steve. 

This is the Downstream bonded channel info from the status page.

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

1	299000000	5.1	32.5	256 qam	21
2	323000000	5	32.3	256 qam	24
3	315000000	5	32.3	256 qam	23
4	307000000	4.9	32.3	256 qam	22
5	291000000	5	32.5	256 qam	20
6	283000000	5.3	32.6	256 qam	19
7	275000000	5.6	33.3	256 qam	18
8	267000000	5.9	33.4	256 qam	17
9	259000000	5.9	33.3	256 qam	16
10	251000000	5.8	33.4	256 qam	15
11	243000000	5.8	33.4	256 qam	14
12	235000000	6	33.8	256 qam	13

[ravenstar68]

Downstream SNR is very poor and needs looking into.

[Nicola_C]

Hello SweetFA

I am sorry you have been having a few performance issues recently, as Tim kindly spotted the downstream SNR is a bit too low... and still is:-

32.5 dB        32.3 dB        32.3 dB        32.3 dB        32.6 dB        32.6 dB        33.3 dB        33.4 dB        33.3 dB        33.3 dB        33.3 dB        33.8 dB

Best we book an engineer visit for you please, I will send you a forum PM to arrange an appointment.

Speak soon

[Nicola_C]

Thanks for getting back SweetFA, I have booked you an engineer appointment, please check your PM for details.

Good luck with the visit, if you have a moment please update this thread, we are still here for you.

Thank you

[SweetFA]

Ok, So the plot thickens.!!

Engineer arrived yesterday I asked him what he was here for expecting him to say low snr but not to my surprise he said I'm here because your modem keeps rebooting lol

I tell him about the low snr he says its in the low 40's. Amazing!

So he gets busy checking the outside plastic box which had a splitter one for downstairs cable the other for upstairs, the one upstairs don't get used so it was disconnected hoping it would help ease the snr issue.

He then spoke to another person who said there's a network issue in the area? So until the area issue is sorted we won't know anything else.

However today I get a call from a friend saying the landline isn't working, the answerphone didn't cut in. Low and behold there's no dial tone on the line just a buzz? Another phone was plugged into the socket to eliminate a problem with the other phone.

Is this likely to be related to the work done on the box yesterday?

Thanks.

[SweetFA]

Any Mod fancy answering to this?
Why our phone line is now goosed?

Or is it about time we cut our losses and move on to another two bit company!!
........

[Craig_D]

Hey SweetFA

I'm so sorry for the problems you're experiencing with your telephone service as well as the ongoing problems with your broadband at the moment. 

I've located your account to test the line, we're not detecting any errors from our end but as you've already tried an alternate handset and we know the socket is the correct socket as it worked previously, I'd like to arrange for another member of the team to come and take a closer look as soon as possible.

I've sent you information regarding this in a private message, which you can view by clicking the envelope on the top right of this page. 

Talk soon

Craig