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dgxpert
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Message 11 of 30
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Re: Repeated area outages

Downstream bonded channels

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

1442750000-0.937256 qam30
21867500002.237256 qam7
3194750000237256 qam8
42027500001.737256 qam9
52107500001.237256 qam10
62187500001.437256 qam11
7226750000137256 qam12
8234750000137256 qam13
92427500000.537256 qam14
102507500000.737256 qam15
112587500000.737256 qam16
122667500000.737256 qam17
132747500000.537256 qam18
142827500000.538256 qam19
152907500000.237256 qam20
162987500000.537256 qam21
173067500000.237256 qam22
183147500000.537256 qam23
193227500000.437256 qam24
20402750000-0.537256 qam25
21410750000-0.537256 qam26
22418750000-0.437256 qam27
23426750000-0.737256 qam28
24434750000-0.737256 qam29



Downstream bonded channels

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

1Locked37.310
2Locked37.3180
3Locked37.660
4Locked37.640
5Locked37.640
6Locked37.650
7Locked37.650
8Locked37.350
9Locked37.300
10Locked37.650
11Locked37.350
12Locked37.660
13Locked37.650
14Locked38.650
15Locked37.650
16Locked37.660
17Locked37.350
18Locked37.350
19Locked37.650
20Locked37.340
21Locked37.370
22Locked37.650
23Locked37.6120
24Locked37.370
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Message 12 of 30
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Re: Repeated area outages

Upstream bonded channels

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

1462000004.821512016 qam9
2394000004.821512016 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

 

 

Network Log

Time Priority Description

30/07/2019 09:53:54criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:56criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:58criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:59criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:2criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:32criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 10:00:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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dgxpert
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Message 13 of 30
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Re: Repeated area outages

Wednesday 31st July:

My Broadband Ping - Virgin Media Home

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Message 14 of 30
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Re: Repeated area outages

Thursday 1st August:

My Broadband Ping - Virgin Media Home
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Superuser
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Message 15 of 30
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Re: Repeated area outages


@dgxpert wrote:

Upstream bonded channels

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

1462000004.821512016 qam9
2394000004.821512016 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

 

 

Network Log

Time Priority Description

30/07/2019 09:53:54criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:56criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:58criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:59criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:53:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:2criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 09:54:32criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2019 10:00:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

That looks like a very noisy upstream. Only two channels locked (should be four), & the others are down to the minimum 16 QAM. Whole installation needs checking from the hub back to the cabinet. Once the customers line is eliminated then the rest of the local network can be looked at to find the culprit.

Cable customer since 1993. Services: FH TV, Sky Sports & Movies (2xV6), Talk Anytime Phone, VIVID 350, Virgin PAYG Mobile
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dgxpert
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Message 16 of 30
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Re: Repeated area outages

We did have an issue last year with upstream noise in the area - my fourm post about it at the time from last year:

https://community.virginmedia.com/t5/Speed/Painfully-slow-speeds-LS28-Area-22/m-p/3796391#M194701

There's Virgin fault number in that thread if it means anything Virgin's team. Maybe a repeat of whatever that was?

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Message 17 of 30
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Re: Repeated area outages

Saturday 3rd August:

My Broadband Ping - Virgin Media Home

Sunday 4th August - completely unusable:

My Broadband Ping - Virgin Media Home

So far this morning (Monday 5th) - total outage Smiley Sad:

My Broadband Ping - Virgin Media Home

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Message 18 of 30
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Re: Repeated area outages

I am in the same part of Leeds and we have been having exactly the same problem with the connection dropping again and again (daily now) for up to hours. It has been going on for weeks and weeks. When we first called the helpline we were told there would be compensation, but nothing has materialised. We have been given large numbers of predicted dates for an end to the problem (always two days or so away from our call), but it never ends. The message on the help line simply states each time that the problem is "more complex" than thought. 

This evening it's been out again and we called the billing line to express frustration and ask again about compensation. They simply put us through to the technical line, which then does not reply. There have been no emails from Virgin to explain what is happening and why this issue is so hard to resolve. To cap it off, we find that we have about five days to leave Virgin without incurring costs under contract - despite the breach of contract on their part in not supplying the services we are paying for. The cost of course goes up constantly....

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dgxpert
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Message 19 of 30
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Re: Repeated area outages

Monday 5th August:

My Broadband Ping - Virgin Media Home

Tuesday 6th August:

My Broadband Ping - Virgin Media Home

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dgxpert
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Message 20 of 30
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Re: Repeated area outages

Apparently it's an area fault with high upstream noise. Supposed to be fixed by yesterday, although it doesn't look like it was.

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