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Jagsy
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Message 1 of 13
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Intermittent internet, horrific customer service

I recently re joined VIrgin media for my broadband service in October, 1st time round i never had any service issues this time round it's all i have. Speed test have me running anywhere from 40 to 100 whenever i do them. Whats more of an issue though is the constant packet loss i have, not only for my pc upstairs, but for my firestick too which is right next to the modem. I think its a modem issue but cant be certain, so i need an engineer as its been a nightmare to play games online and a frustrating experience to watch things through my firestick when all i see is that rotating circle in the middle of my screen. I actually thought it was a firestick issue innitially so i bought a new one, seems not as i'm still experiencing the same issue. When i've run sevice checks it was saying there were issues up until 2 weeks ago, apparently everything if fine now (nothing could be further from the truth). Actually speaking to someone on the phone is IMPOSSIBLE. I understand we have extended waiting times because of corona virus, but having to wait over an hour twice and then have the opperator disconnect the call when i do actually get through is a joke. I wont do this again as i would lose my rag if i spoke to someone over the phone. I would appreciate if someone would get in contact and arranbge for some help. I rasied a complaint and copied the ref code but when i go to check it, it says there's been nothing raised, what a surprise

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MikeRobbo
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Alessandro Volta
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Message 2 of 13
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Re: Intermittent internet, horrific customer service

 

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?

 


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 13
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Re: Intermittent internet, horrific customer service

Please do this before posting the Hub Data

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 4 of 13
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Re: Intermittent internet, horrific customer service

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Jagsy
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Re: Intermittent internet, horrific customer service

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

12590000004.538256 qam16
21390000005.338256 qam1
3147000000538256 qam2
41550000004.638256 qam3
51630000004.638256 qam4
61710000004.638256 qam5
71790000004.638256 qam6
8187000000538256 qam7
9195000000538256 qam8
10203000000538256 qam9
112110000004.638256 qam10
122190000004.838256 qam11
132270000004.537256 qam12
142350000004.638256 qam13
152430000004.938256 qam14
162510000004.938256 qam15
172670000004.538256 qam17
182750000004.538256 qam18
192830000004.638256 qam19
202910000004.838256 qam20
212990000004.938256 qam21
223070000004.838256 qam22
233150000004.838256 qam23
24323000000538256 qam24



Downstream bonded channels

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

1Locked38.948412190
2Locked38.615947245913
3Locked38.615426523610
4Locked38.99665915961
5Locked38.910907414729
6Locked38.99122211446
7Locked38.9396189295
8Locked38.6440016711
9Locked38.6646365446
10Locked38.61055134410
11Locked38.6972013491
12Locked38.617992100582
13Locked37.629202108704
14Locked38.9289801396
15Locked38.6252852458
16Locked38.668962069
17Locked38.651992505
18Locked38.645871790
19Locked38.936111643
20Locked38.936841743
21Locked38.941191390
22Locked38.645651483
23Locked38.942451726
24Locked38.64225

1644

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Jagsy
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Re: Intermittent internet, horrific customer service

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

13940000046512064 qam6
22580000045.8512064 qam8
33260000045.8512064 qam7
44620007345.8512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0010
4ATDMA0040
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
rkldJKDHSUBsgvca69834ncxv


Primary Downstream Service Flow
SFID20040
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID20039
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Jagsy
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Message 7 of 13
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Re: Intermittent internet, horrific customer service

Time Priority Description

18/01/2021 11:36:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:26:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:19:18Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 10:47:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 10:47:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 10:23:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 05:09:23noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 05:09:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 20:22:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 18:38:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 18:38:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 14:53:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 21:42:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 13:24:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 10:31:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 10:31:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 10:30:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 10:30:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 10:30:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 10:30:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Jagsy
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Message 8 of 13
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Re: Intermittent internet, horrific customer service

dont have another device

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Jagsy
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Message 9 of 13
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Re: Intermittent internet, horrific customer service

My BQM 

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riotgirl
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Message 10 of 13
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Re: Intermittent internet, horrific customer service

Any chance someone can help Jagsy with his issues?  He can't get help on the phone, and no mods are answering on the forum?!   He needs a tech out to his house really to sort this,  wake up helpers please !

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