Virgin Media Community

[robcatherall]

Everything was working fine. And suddenly it wasn't. Currently have <1Mbps downstream and 4Mbps upstream. Almost unusable of course, just enough to post this message 😕

Tried resetting box a couple of times, no difference. Connections seem okay and nothing has been changed.

Network Log

Time Priority Description

25/06/2020 13:12:19	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:12:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:08:20	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:08:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:08:11	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:08:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:07:45	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:07:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:07:17	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:07:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:06:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:06:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:06:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:06:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:52	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 13:05:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Not obvious how to contact VM. People seem to have been able to help here with similar problems. Thanks in advance.

Rob

[robcatherall]

Downstream bonded channels

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

1	483000000	-17.5	30	256 qam	32
2	203000000	-22.2	26	256 qam	9
3	211000000	-21	27	256 qam	10
4	219000000	-22	25	256 qam	0
5	227000000	-21.2	26	256 qam	12
6	235000000	-22.2	26	256 qam	13
7	243000000	-21.7	27	256 qam	14
8	251000000	-21.7	27	256 qam	15
9	259000000	-22	26	256 qam	16
10	267000000	-21.7	27	256 qam	17
11	275000000	-21.8	27	256 qam	18
12	283000000	-20.5	28	256 qam	19
13	291000000	-20.8	28	256 qam	20
14	299000000	-19	28	256 qam	21
15	307000000	-19.7	28	256 qam	22
16	315000000	-18	29	256 qam	23
17	323000000	-18.7	29	256 qam	24
18	427000000	-18.5	29	256 qam	25
19	435000000	-19.2	29	256 qam	26
20	443000000	-18.5	30	256 qam	27
21	451000000	-18.7	29	256 qam	28
22	459000000	-17.5	30	256 qam	29
23	467000000	-18.4	30	256 qam	30
24	475000000	-17.7	30	256 qam	31

Downstream bonded channels

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

1	Locked	30.8	1198988	0
2	Locked	26.7	7419075	5969794
3	Locked	27.4	13007723	307789
4	Locked	25.3	2700	13384824
5	Locked	26.7	6300397	7090512
6	Locked	26.7	7018948	6370220
7	Locked	27.1	11721780	1656810
8	Locked	27	10500670	2888727
9	Locked	26.8	9110208	4281185
10	Locked	27	11176087	2213088
11	Locked	27.1	12087159	1293597
12	Locked	28	12626143	3645
13	Locked	28	12645243	3849
14	Locked	28.9	8941866	0
15	Locked	28.7	9820472	1
16	Locked	29.8	4078126	0
17	Locked	29.6	4998002	0
18	Locked	29.8	3923516	0
19	Locked	29.5	5283773	0
20	Locked	30	3107913	0
21	Locked	29.8	4243798	0
22	Locked	30.8	1210255	0
23	Locked	30.3	2264968	0
24	Locked	30.5	1328150	0

[DJ_Shadow1966 · Accepted solution]

Hello

Yep that is a very bad connection your power levels are too low and your SNR is all over the place, this could be down too noise, so I would go around and make sure that all coaxial connections to all VM equipment are fingertight, power off hub for 30 secs and then back on, if the power level are still show those figures then an engineer will be  need to resolve the problem.

Regards Mike

[robcatherall]

Mike,

Thanks for your reply. Is there any trick to getting someone out other than sitting on the phone in the customer services queue on the 0345 number?

Rob

[DJ_Shadow1966]

Hello

If you hang around a VM staff member will get to the post (can take a few days) and sort that for you or alternatively you can use the text service 07533051809 Just send a text with the issue you are facing and someone will get back to you as soon as they can. Please bear in mind at this time this service does also have a high load and may take quite some time getting back to you. 

Regards Mike

[Katie_WT]

Hay there @robcatherall

Welcome to our Community and for your first posts to our Forums - sorry that you've been having some issues with your broadband service recently. Thanks so much to @DJ_Shadow1966 for interpreting your network logs and taking a look for us all. 

I have been able to locate your account from your Forum information and can see that your power levels are lower than we'd expect and are out of the parameters we would like. This would require a technician and I can see that you have since been in touch, chatting with Tech Support and have once scheduled 🙂 

You can check the date and time of this via your online account - you can even reschedule it if you need to - virg.in/myVM

Please do pop back once you've had your visit to let us now how things have gone. 

Cheers