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Network Engineer needed please - continued intermittent issues technicians cannot resolve

CF_6
Tuning in

‎29-10-2023 08:43 - edited ‎29-10-2023 09:15

Hi,

Can someone please help put me in touch with a Network Engineer to follow up on my issues that have been ongoing since signing up several months ago. I am beyond frustrated and fed up of both the inability to contact anyone human directly, and having to repeatedly wait 24hrs each and every time I wish to raise an outage issue - many of which subside within the window but are frequent enough to show there is a problem!

At this point I have had two technician visits, neither of which have been able to resolve the issues and the latest suggested they would continue to be unable to help and a higher level of support was required but in order to receive this I would need to have logged sufficient monitoring data on the problem.

I have a few months' worth of BQM graphs amassed now, please see image below for the last 24hrs as a fairly prime example of what I experience typically 1 day p/week.

c197b3b2d7e2ac09fe696138bb7e796b932f0ba9-29-10-2023.png

The last technician noted the riser to my flat contained unlabelled cables so he couldn't identify which was mine, but that 2 in the cupboard had tags attached saying they were 'noisy' but had no idea if these were feeding my flat, another in the building, or even currently in active use and needing to be sharing the junction.

Edit: Log info now in below post.

Further details just FYI:

  • 1gig broadband only,
  • this was a self install as infra already in place from a previous occupant,
  • I have the Hub5 operating on the latest firmware and in modem mode (note issues are present in this and router mode - I have tested),
  • and an attenuator has been fitted.

This has been going on for far too long and all of the automated tools seem useless at helping solve as keep funneling me into unhelpful chatbots or needing to wait 24hrs before being able to only book a technician who won't be able to resolve. Couldn't easily see any other way of getting through to higher level support so I'm resorting to posting here. Help gratefully received! If I've missed out any key info then please let me know and I'll happily update the post/thread accordingly.

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3 REPLIES 3

CF_6
Tuning in

on ‎29-10-2023 09:14

Downstream:

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13220000003.844QAM 25624
21700000002.543QAM 2565
31780000002.343QAM 2566
41860000002.142QAM 2567
51940000002.342QAM 2568
62020000002.343QAM 2569
72100000002.642QAM 25610
82180000002.643QAM 25611
92260000002.743QAM 25612
102340000002.843QAM 25613
112420000002.743QAM 25614
122500000002.543QAM 25615
132580000002.743QAM 25616
142660000002.843QAM 25617
152740000002.943QAM 25618
162820000003.143QAM 25619
172900000003.343QAM 25620
182980000003.544QAM 25621
193060000003.644QAM 25622
203140000003.744QAM 25623
213300000003.944QAM 25625
223380000004.144QAM 25626
233460000003.944QAM 25627
243540000003.844QAM 25628
253620000003.844QAM 25629
263700000003.844QAM 25630
273780000003.944QAM 25631
283860000003.944QAM 25632
29394000000444QAM 25633
304020000004.143QAM 25634
314100000004.244QAM 25635

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked441112
2Locked431512
3Locked431114
4Locked42524
5Locked421312
6Locked431512
7Locked421312
8Locked43611
9Locked43193
10Locked43621
11Locked431016
12Locked431412
13Locked431313
14Locked43159
15Locked431012
16Locked43203
17Locked43122
18Locked44811
19Locked44180
20Locked44612
21Locked44138
22Locked44711
23Locked44220
24Locked441012
25Locked441412
26Locked441410
27Locked44133
28Locked4478
29Locked44141
30Locked431112
31Locked441013

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
1591284K2511QAM 4096768

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked443.082430710

 

Upstream:

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
060300000445120QAM 641
153700000445120QAM 642
24620000044.55120QAM 643
339400000455120QAM 644
43260000043.85120QAM 645
52580000044.55120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA005113
1ATDMA001112
2ATDMA001010
3ATDMA0011
4ATDMA0076
5ATDMA002814

 

Network Logs:

Network Log

Time Priority Description
29-10-2023 09:05:33criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:05:01criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:04:16criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:04:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:03:35criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:03:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:03:33criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:03:32criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:03:20criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:03:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:00:23criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 09:00:16criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:59:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:59:33criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:59:03criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:59:02criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:59:02criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:58:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:52:02criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:51:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:51:54criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:51:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:51:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:51:47criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:51:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:51:18criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:51:15criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:50:37criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:50:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:50:29criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:49:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:49:50criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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CF_6
Tuning in

on ‎30-10-2023 16:45

Bump - currently suffering yet another outage. Have booked a technician only to further the point that they cannot solve this but in the hope that if I waste enough of their collective time someone will perhaps help refer this upwards to the appropriate team/person.

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Kath_F
Forum Team
Forum Team
In response to CF_6

on ‎01-11-2023 17:23

Hi CF_6, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having some issues with your connection. Checking our systems, I can see that there is a fault open for your area that is affecting you. The details of that are here: 

  • ➡ Fault reference number: F011037854
  • ➡ Estimated fix time: 06 NOV 2023 09:00
  • ➡ Description: You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

There is a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the eligibility criteria here 👉 Automatic Compensation. As there is an open fault, any engineer appointment would have been cancelled.

If there is anything else we can do, let us know. 😊

Thanks,

Kath_F ✨
Forum Team

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