on 25-11-2021 13:23
Hi, my upstream speed regularly (several times a day) drops to close to 0, meaning video calls (for work) and gaming (for fun) drop out.
My tale of woe: I've spoken at length to VM and haven't got anything very useful, no faults reported on the status page but they always say there is one on the phone (this has been true for over 5 years); an engineer visited about 6 months ago and said it was a network problem and that i'd be contacted when it was resolved, which I never was, and no fault was ever reported on the status page.
I would very much appreciate any help, as this is having a significant impact on my work which is mostly video calls.
I'm using all-cabled connections on several devices going via Google Nest Wifi routers, so this is not a Wifi issue. Google Nest Wifi routers helpfully don't respond to ICMP so my BQM graph is all red.
Downstream
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 379000000 1 38 256 qam 31
2 203000000 1.5 38 256 qam 9
3 211000000 1.2 38 256 qam 10
4 219000000 1.4 36 256 qam 11
5 227000000 1 37 256 qam 12
6 235000000 1.2 38 256 qam 13
7 243000000 1.4 38 256 qam 14
8 251000000 1.2 38 256 qam 15
9 259000000 1.2 38 256 qam 16
10 267000000 1.5 38 256 qam 17
11 275000000 1.4 38 256 qam 18
12 283000000 1 38 256 qam 19
13 291000000 1.7 38 256 qam 20
14 299000000 1.7 38 256 qam 21
15 307000000 1 38 256 qam 22
16 315000000 2 38 256 qam 23
17 323000000 2 38 256 qam 24
18 331000000 2 40 256 qam 25
19 339000000 2.5 38 256 qam 26
20 347000000 2 38 256 qam 27
21 355000000 1.2 40 256 qam 28
22 363000000 1.5 38 256 qam 29
23 371000000 1.5 38 256 qam 30
24 387000000 1.2 38 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 1158517 308320
2 Locked 38.9 2393328 667015
3 Locked 38.9 2306810 594655
4 Locked 36.3 2455347 685086
5 Locked 37.3 2495919 706910
6 Locked 38.9 2267671 627921
7 Locked 38.9 2168268 551649
8 Locked 38.9 2137122 441966
9 Locked 38.9 2099122 453249
10 Locked 38.9 2687894 573101
11 Locked 38.9 2242148 603459
12 Locked 38.9 1928027 402340
13 Locked 38.6 1755404 242894
14 Locked 38.9 2170356 268031
15 Locked 38.9 1828817 257877
16 Locked 38.9 1483253 179696
17 Locked 38.9 1391721 150750
18 Locked 40.3 1207568 107512
19 Locked 38.6 1111062 79179
20 Locked 38.9 1124642 85321
21 Locked 40.3 1138249 104252
22 Locked 38.9 1143833 104495
23 Locked 38.9 1192386 121278
24 Locked 38.6 959152 77654
Upstream
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200025 48.8 5120 64 qam 3
2 39399830 48.8 5120 64 qam 4
3 60299784 50 5120 64 qam 1
4 53700088 49.8 5120 64 qam 2
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 2 0
4 ATDMA 0 0 2 0
on 30-12-2021 18:20
Hello willypimpernel
Thanks for the updates and stats
Happy to get an engineer out for you as a few of the downstream levels a just out
I will need to send you a private message to pass security
If you can check the purple envelope top right of your screen that would be great
Regards
Gareth_L
on 06-01-2022 18:00
After a couple of engineer visits and a total loss of service, I'm still experiencing dropouts. These seem more severe, which is to be expected now the cable is flapping around outside the trunking? Both engineers said the problems would be fixed by things other people were doing. I'm not sure how to get this addressed?
Weirdly downstream power levels are now around 3 compared to 6 yesterday, but the engineer said that was within range
06/01/2022 17:49:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2022 17:48:38 critical Received 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;
06/01/2022 17:46:27 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2022 17:46:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 323000000 3.2 40 256 qam 24
2 203000000 3.2 40 256 qam 9
3 211000000 3 40 256 qam 10
4 219000000 3.2 36 256 qam 11
5 227000000 3 37 256 qam 12
6 235000000 3 40 256 qam 13
7 243000000 3.2 40 256 qam 14
8 251000000 3.2 40 256 qam 15
9 259000000 3 40 256 qam 16
10 267000000 3.2 40 256 qam 17
11 275000000 3 40 256 qam 18
12 283000000 2.5 40 256 qam 19
13 291000000 2.7 38 256 qam 20
14 299000000 3 38 256 qam 21
15 307000000 2.5 40 256 qam 22
16 315000000 3.2 38 256 qam 23
17 331000000 3.2 40 256 qam 25
18 339000000 3.9 40 256 qam 26
19 347000000 3.5 40 256 qam 27
20 355000000 3 40 256 qam 28
21 363000000 3.2 40 256 qam 29
22 371000000 3.2 40 256 qam 30
23 379000000 3 40 256 qam 31
24 387000000 3 40 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 45 0
2 Locked 40.3 113 11
3 Locked 40.3 105 12
4 Locked 36.6 71 5
5 Locked 37.6 40 0
6 Locked 40.3 43 0
7 Locked 40.3 47 0
8 Locked 40.3 49 0
9 Locked 40.3 58 0
10 Locked 40.3 89 2
11 Locked 40.3 45 0
12 Locked 40.3 58 0
13 Locked 38.9 71 1
14 Locked 38.9 54 0
15 Locked 40.3 35 0
16 Locked 38.9 42 0
17 Locked 40.3 43 0
18 Locked 40.3 27 0
19 Locked 40.3 17 0
20 Locked 40.3 30 0
21 Locked 40.3 32 0
22 Locked 40.3 45 0
23 Locked 40.3 21 0
24 Locked 40.9 22 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 47.8 5120 64 qam 1
2 53700000 47.8 5120 64 qam 2
3 46200000 47 5120 64 qam 3
4 39400000 47 5120 16 qam 4
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
on 09-01-2022 09:48
Thanks for coming back to us. I am sorry it's not sorted. I've done some further checks and there's low SNR on two of the upstream channels.
This is another tech visit so I shall PM you now to advise further.
Best,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 09-01-2022 09:52
PM has been sent with the time and date of the tech visit. This can also be found in your online account where you can track and re-arrange the visit if needed.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Kind regards,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 12-01-2022 14:01
Thanks for your message but please don't send a PM unless we ask 🙂
How's the internet been since the message? No issues are showing for the checks ran so I am hoping it was just a temporary blip.
Best,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 12-01-2022 15:03
Sure thing, sorry.
Unfortunately there's no improvement. The connection is dropping regularly, just as before. Looks like a replacement router has not solved the problem, so I still think the issue is outside my house.
Here are the numbers since yesterday
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 4.6 38 256 qam 1
2 147000000 4.4 38 256 qam 2
3 155000000 3.5 38 256 qam 3
4 171000000 3.5 38 256 qam 5
5 179000000 3.7 38 256 qam 6
6 187000000 3.5 39 256 qam 7
7 195000000 3.5 40 256 qam 8
8 203000000 3.2 38 256 qam 9
9 211000000 3 39 256 qam 10
10 219000000 3.2 38 256 qam 11
11 227000000 2.9 38 256 qam 12
12 235000000 3 40 256 qam 13
13 243000000 3.2 40 256 qam 14
14 251000000 3 39 256 qam 15
15 259000000 2.9 40 256 qam 16
16 267000000 3.2 39 256 qam 17
17 275000000 2.7 38 256 qam 18
18 283000000 2 38 256 qam 19
19 291000000 2.5 38 256 qam 20
20 299000000 2.5 38 256 qam 21
21 307000000 1.2 40 256 qam 22
22 315000000 2.2 38 256 qam 23
23 323000000 2.2 38 256 qam 24
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 1044015 906849
2 Locked 38.9 703229 74217
3 Locked 38.9 1257067 686031
4 Locked 38.9 494499 48391
5 Locked 38.6 1297116 871498
6 Locked 39.8 1087157 491274
7 Locked 40.3 112963 5234
8 Locked 38.9 58037 2604
9 Locked 39.8 56068 1969
10 Locked 38.6 56880 1918
11 Locked 38.2 53009 1958
12 Locked 40.3 61199 2126
13 Locked 40.3 50762 2498
14 Locked 39.3 33774 1539
15 Locked 40.3 41804 2408
16 Locked 39.3 99561 4094
17 Locked 38.9 69282 3851
18 Locked 38.9 39502 2313
19 Locked 38.9 42410 3672
20 Locked 38.9 104843 6449
21 Locked 40.3 75228 5196
22 Locked 38.9 32271 1471
23 Locked 38.9 22376 973
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400131 48.3 5120 32 qam 4
2 46199951 48.8 5120 64 qam 3
3 60300000 49.5 5120 64 qam 1
4 53700063 49.3 5120 64 qam 2
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 3 0
on 13-01-2022 10:15
Things seem much worse than before. Dropouts are far more regular (several times an hour) and the numbers look much worse. There are several million more post-rs errors on each channel compared to yesterday, and a bunch of T3 errors on the upstream.
I'm no longer able to take video calls, which is a real problem as I work from home. Is there any way to go back to how it was before? That would at least keep me going until I can get a new provider installed. I really don't want to switch because the speed is important to me, but speed is useless if I can't maintain a connection.
I really appreciate any help.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 4.9 38 256 qam 1
2 147000000 4.6 38 256 qam 2
3 155000000 3.9 38 256 qam 3
4 163000000 3.5 38 256 qam 4
5 171000000 3.9 40 256 qam 5
6 179000000 4 38 256 qam 6
7 187000000 3.9 39 256 qam 7
8 195000000 3.7 40 256 qam 8
9 203000000 3.5 38 256 qam 9
10 211000000 3.4 38 256 qam 10
11 219000000 3.5 38 256 qam 11
12 227000000 3.2 38 256 qam 12
13 235000000 3.4 38 256 qam 13
14 243000000 3.5 40 256 qam 14
15 251000000 3.4 38 256 qam 15
16 259000000 3.2 40 256 qam 16
17 267000000 3.5 38 256 qam 17
18 275000000 3.2 38 256 qam 18
19 283000000 2.2 38 256 qam 19
20 291000000 2.7 38 256 qam 20
21 299000000 2.7 38 256 qam 21
22 307000000 1.5 40 256 qam 22
23 315000000 2.4 38 256 qam 23
24 323000000 2.5 38 256 qam 24
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 6652417 5327661
2 Locked 38.9 5022492 1244656
3 Locked 38.9 7897896 3830535
4 Locked 38.9 7432306 7446048
5 Locked 40.3 3383184 1245466
6 Locked 38.9 7204357 5218098
7 Locked 39.3 7219605 2797920
8 Locked 40.3 2399817 479608
9 Locked 38.9 2167376 351763
10 Locked 38.9 2038816 242641
11 Locked 38.6 1977259 233305
12 Locked 38.9 2037420 249935
13 Locked 38.9 1889675 221322
14 Locked 40.3 1717953 159258
15 Locked 38.9 1589353 132473
16 Locked 40.3 1576527 149247
17 Locked 38.9 2004205 291037
18 Locked 38.9 1928429 312701
19 Locked 38.9 1758558 160497
20 Locked 38.9 1461550 104469
21 Locked 38.9 1712562 189699
22 Locked 40.3 1501724 182239
23 Locked 38.9 1225313 66535
24 Locked 38.6 1172652 42618
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 47.8 5120 32 qam 4
2 46199824 48.3 5120 64 qam 3
3 60300000 48.8 5120 64 qam 1
4 53700063 48.5 5120 64 qam 2
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0
2 ATDMA 0 0 5 0
3 ATDMA 0 0 3 0
4 ATDMA 0 0 7 0
on 14-01-2022 11:06
My BQM is showing what's up
on 16-01-2022 11:20
Hi @willypimpernel,
Sorry to hear you're having some issues with the service.
I've taken a look at the account and our system has identified errors on the broadband network for several days. This could be causing slow speeds or a degradation of service (pixelating/buffering whilst streaming). I am going to pop you a PM now so we can take a closer look into this.
Hope to hear from you soon.
on 17-01-2022 16:20
Thanks for confirming the requested details via PM @willypimpernel
I've booked a technician for you to come out and have a look into the issue with your service. You can find confirmation of the visit via your online account.
Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:
•The technician diagnoses the faults as not being caused by our network/equipment
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Let us know how the visit goes!