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peejay1
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No upstream since last Thursday, Area 15

Hi,

There was scheduled upgrade work in my area last Tuesday. Since Thursday morning at 10am, my connection has been unusable - downstream bandwidth is absolutely fine, but outbound packets just don't make it, so I end up with speed tests showing 550Mbps down, 0 (or sometimes 0.01)Mbps up. My Hub 4 is in modem mode, and my router (an Asus RT-AC3200) shows that it's losing wan every few minutes. I work from home and spend all day on zoom meetings, which has been unusable.

The Virgin site says there's no problem until I actually run a test, after which time it says there's a fault in my area, but with no indication of when it will be fixed. The telephone service checker is similarly vague.

Here's my BQN, and I'll follow in a second post with modem status as it made my word count too high for this post:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1ddc5791697067952636dd52330f4d8e6f860864

Could someone from VM look into this for me please? I'd really love to know 1) when this will be fixed and 2) that the system has logged my fault for the purposes of refunding me until it is (because everytime I go into my virgin media, it claims everything is fine). Thanks!

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lotharmat
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Re: No upstream since last Thursday, Area 15

BQM is pure red - has your IP address changed?



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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peejay1
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Re: No upstream since last Thursday, Area 15

(MACs redacted, as somebody suggested in another post. Sorry for plaintext - I was getting a 'cannot exceed 20,000 chars' error when pasting formatted)
 
I once again hard reset this morning before the below - prior to that I had many more T3 timeouts.
 
Cable Modem Status
Item Status Comments
Cable Modem Status Online DOCSIS 3.1
Primary downstream channel Locked SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels 31 4
DOCSIS 3.1 channels 1 0
.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 0.099998 34.925610 QAM256 25
1 139000000 4.099998 34.345688 QAM256 1
2 147000000 3.799999 34.345688 QAM256 2
3 155000000 3.599998 34.483570 QAM256 3
4 163000000 3.299999 34.483570 QAM256 4
5 171000000 2.799999 34.483570 QAM256 5
6 179000000 2.400002 34.483570 QAM256 6
7 187000000 2.500000 34.483570 QAM256 7
8 195000000 2.099998 34.483570 QAM256 8
9 203000000 2.200001 34.925610 QAM256 9
10 211000000 2.099998 34.925610 QAM256 10
11 219000000 2.299999 35.083549 QAM256 11
12 227000000 2.299999 35.083549 QAM256 12
13 235000000 1.900002 34.925610 QAM256 13
14 243000000 1.599998 35.083549 QAM256 14
15 251000000 1.299999 33.956509 QAM256 15
16 259000000 1.299999 35.083549 QAM256 16
17 267000000 1.500000 35.083549 QAM256 17
18 275000000 1.500000 35.083549 QAM256 18
19 283000000 1.700001 35.595078 QAM256 19
20 291000000 1.400002 35.595078 QAM256 20
21 299000000 1.000000 34.925610 QAM256 21
22 307000000 0.400002 35.083549 QAM256 22
23 315000000 0.000000 35.083549 QAM256 23
24 323000000 0.099998 35.083549 QAM256 24
26 339000000 0.400002 35.083549 QAM256 26
27 347000000 0.099998 35.083549 QAM256 27
28 355000000 -0.099998 35.083549 QAM256 28
29 363000000 -0.200001 34.925610 QAM256 29
30 371000000 -0.700001 34.483570 QAM256 30
31 379000000 -0.500000 34.925610 QAM256 31
 
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 34.925610 86 0
1 Locked 34.345688 514 0
2 Locked 34.345688 149 0
3 Locked 34.483570 103 0
4 Locked 34.483570 168 0
5 Locked 34.483570 165 0
6 Locked 34.483570 121 0
7 Locked 34.483570 145 0
8 Locked 34.483570 246 0
9 Locked 34.925610 85 0
10 Locked 34.925610 65 0
11 Locked 35.083549 33 0
12 Locked 35.083549 14 0
13 Locked 34.925610 28 0
14 Locked 35.083549 28 0
15 Locked 33.956509 951 0
16 Locked 35.083549 39 0
17 Locked 35.083549 22 0
18 Locked 35.083549 20 0
19 Locked 35.595078 3 0
20 Locked 35.595078 13 0
21 Locked 34.925610 23 0
22 Locked 35.083549 37 0
23 Locked 35.083549 48 0
24 Locked 35.083549 76 0
26 Locked 35.083549 39 0
27 Locked 35.083549 46 0
28 Locked 35.083549 31 0
29 Locked 34.925610 49 0
30 Locked 34.483570 150 0
31 Locked 34.925610 101 0
 
3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 96 4K 1880 QAM4096 759
 
3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 35 -8.2 809945 38
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 47.520599 5120 KSym/sec 16QAM 3
2 39400000 47.020599 5120 KSym/sec 16QAM 4
3 60300000 49.270599 5120 KSym/sec 16QAM 1
4 53700000 48.270599 5120 KSym/sec 16QAM 2
 
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 1 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 2 0
General Configuration
Network access true
Maximum Number of CPEs 1
Baseline Privacy true
DOCSIS Mode 3.1
Config file cmreg-vmdg640-bbt053-b.cm
 
Primary Downstream Service Flow
SFID 62154
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0
 
Primary Upstream Service Flow
SFID 62153
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type bestEffort
 
Network Log
Time Priority Description
Thu Jan 1 00:01:27 1970 3 No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 6 09:43:35 2021 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 6 09:44:30 2021 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 6 09:44:49 2021 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 6 09:44:54 2021 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:21 1970 3 No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 6 09:49:29 2021 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 6 09:49:41 2021 3 No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
 
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peejay1
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Message 4 of 12
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Re: No upstream since last Thursday, Area 15

Ugh, yes, you're right - it has! Have edited in thinkbroadband (though obv it won't now be helpful for a day or two, I'd assume?)
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Adduxi
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Message 5 of 12
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Re: No upstream since last Thursday, Area 15

Usually 24 Hrs to see anything meaningful for the BQM

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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lotharmat
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Message 6 of 12
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Re: No upstream since last Thursday, Area 15

SNR and RxMER both look to be a little on the low side.

U/S is at 16 QAM across the board - Could be the cause of the upstream problems!

Also - Are you FTTP? the 3.1 channel looks to be a little underpowered and has uncorrectables (could be an artefact of the bad u/s though)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

peejay1
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Message 7 of 12
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Re: No upstream since last Thursday, Area 15

Thanks so much for taking a look - greatly appreciated. Do you reckon these look like the sorts of things it'd be worth ringing about, or is it better to hope for someone from VM to take a look in here?

I must admit I've no idea whether it's FTTP or FTTC - it was a plug and play order when I moved in because there had been a previous connection in the flat..
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lotharmat
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Message 8 of 12
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Re: No upstream since last Thursday, Area 15

If it was me; I'd call it in - select the option of 'thinking of leaving' - you usually get much better service!



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Tudor
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Message 9 of 12
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Re: No upstream since last Thursday, Area 15

If you have FTTP then you will possibly have a white box, but in any case you will have a mains connection other than the hub or TV box.

Check with Area faults on  www.virginmedia.com/servicechecker or 0800 561 0061 If you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.


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Corey_C
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Message 10 of 12
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Re: No upstream since last Thursday, Area 15

Thanks for your post and welcome to the Community Forums, peejay1,


Sorry to hear that you have been having connection issues. How has things been since your post?
I have run a remote diagnostic and have not been able to identify any issues with your connection.
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.


Cheers,
Corey C

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