Virgin Media Community

[treeoctopus]

Friends on VM in our local area are all reporting multiple days of the internet being unavailable. 

Mine has been on and off repeatedly for days. I re-setup a BQM, link below.

I'm running the superhub 2 in modem mode, details below. Running Unifi USG + switch behind the SH2, with ethernet cabled connections into desktop PCs (also happens obviously on wifi devices).

It has been several weeks of shorter spikes of disconnections, terrible packet loss and high ping, and sometimes longer ranges of full unavailability.

BQM:

Today's (it's been out for hours despite what this graph looks like)
https://www.thinkbroadband.com/broadband/monitoring/quality/share/493f1956809df8e733bc32ccfebe46905f... 

From the other day:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/cad05afd47f59ac901a2225c939280091a... 

SH details:

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	411000000	419000000	427000000	435000000	443000000	451000000	459000000	467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	-1.52	-1.22	-1.07	-1.25	-1.65	-1.91	-1.96	-1.98
RxMER (dB)	35.60	35.97	35.97	36.17	36.39	36.39	36.39	36.39
Pre RS Errors	3442	3093	2453	2454	2406	2351	2451	2340
Post RS Errors	662	1168	1257	1267	1343	1249	1421	1315

Upstream  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	7	8	5	6
Frequency (Hz)	32600000	25800000	46200000	39400000
Ranging Status	Success	Success	Success	Success
Modulation	64QAM	64QAM	64QAM	64QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	43.75	45.50	42.25	42.25
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	48	60	46	83
T4 Timeouts	0	0	0	0

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type	16QAM	QPSK	16QAM	64QAM	64QAM	16QAM
Differential Encoding	OFF	OFF	OFF	OFF	OFF	OFF
Preamble Length	56	640	384	104	104	104
Preamble Value Offset	652	0	0	716	716	716
FEC Error Correction (T)	0	5	5	10	16	5
FEC Codeword Information Bytes (K)	16	34	34	81	223	86
Maximum Burst Size	0	0	0	3	255	255
Guard Time Size	8	48	48	8	8	8
Last Codeword Length	Fixed	Fixed	Fixed	Shortened	Shortened	Shortened
Scrambler On/Off	ON	ON	ON	ON	ON	ON

Network Log

First Time	Last Time	Priority	Error Number	Description
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT	13/08/2020 11:43:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out

I've been unable to get through on the phone, please can you assist?

[treeoctopus]

still suffering bad packet loss and intermittent connection problems. someone else on VM on the same street has no access at all...

Any VM staff actually available to help?

Would also like to know why speed is stuck at around 50mbps when it IS working (on M200), and reports across the south east also tie in with that.

[John_GS]

Hi treeoctopus

Thanks for posting. My apologies for the delayed reply and indeed the broadband issues. 

I've checked the system today and all the levels are showing in spec, no other issues showing. I do hope therefore everything is resolved. However, if not, please take the hub out of modem mode, let me know and we can run further checks.

Would you also like a free of charge upgrade to a hub 3 router? If you're happy to self-install let me know and I can arrange for one to be sent. 

Kind regards,

[treeoctopus]

Hi John, 

thanks for getting back to me. I can confirm that the service is still SUB PAR - we had another outage this morning around 9am. Sometimes it's short, often long periods then terrible lag/ping/unstable once it does come back up.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c82680a823b170e4ff87b9ef376b787325... 

and last night, and frankly throughout the day it is hit and miss, even when the bbm doesn't pick it up. Our speed is still stuck at around 50mbps. 

The service is unacceptable, and if you can furnish me with the complaints contact that would be great, as I'm paying £50/month for purely broadband and not receiving the service I expect. I even work for Virgin group, so that's fun explaining to colleagues why I can't work at home...

I heard from many people that the SH3 has significant chip bug that still haven't been resolved. It seems unlikely to be that anyway, as a neighbour is having the same issues, and the fool only signed up for VM this year... 😉 

[John_GS]

Thanks for coming back to me and I am sorry to hear that it's not sorted.

Would you like to upgrade to the hub 3 free of charge? Any issues with it have been sorted so no issues currently reported

Kind regards,

[treeoctopus]

Cheers John, 

I *think* someone from the live chat team is sending me one, although it was such an effort to get a real answer out of them as to why the connection is so bad I'm not 100% sure... 

They kept trying to blame it on the wifi & superhub positioning, even though I said several times it's in modem mode, and my PC is connected by cat6 cabling to the network... 

I've just been trying to relax and play some online games this Sunday morning, it's IMPOSSIBLE as the packet loss is so great I warp across the screen and then get disconnected from the servers...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e62936f3bedd5e456d1cc4393fae2a162c3c017d-22-08-2020

This is yesterday's graph, and frankly doesn't tell the whole story anyway as it's forever disconnecting more than the packet loss shows.

At this point I need to speak to someone in a higher position of authority as I refuse to pay this rate for such a long-running subpar service.

[MikeRobbo]

Can you post a link to your Live Graph please.

Instructions for posting BQM 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.

[treeoctopus]

BQM live 

[tommygun75]

Treeoctopus' neighbour here weighing in.

To confirm, I have a Hub 3 and have been experiencing intermittent disconnects the past couple of weeks. I don't so much mind having a work video conference interrupted but when my CoD 12 killstreak is wiped, this is where it gets real. 

TV is connected via LAN, and this too gets affected, so its not purely wifi. I've done various speed checks and they all register 100mb, but clearly there is some loss of service over the course of the day. This is becoming highly frustrating as I recently moved from Sky, who were throttling speeds drastically, however, never had a loss of service from them in 6 years.

Happy to try all sorts of tests, but I think its clear that this isn't an isolated issue (or maybe it is for our area). I don't think swapping out hubs will solve the problem. 

[treeoctopus]

23rd

25th

Hey, as you can see this is still happening; asking in our neighbourhood group, we've had confirmation of several others suffering from the same issues. Most suggest moving to a different ISP...