10-40% Packet Loss, Upload Speed approaching 0Mbps

[iridescence]

Problem described in the subject line has been worsening since Thursday 24th. It is now impossible for anyone in our household to work from home, stream media, game online or otherwise use anything requiring a consistent connection. Spoken to Virgin support 3 times, every time they have 'configured my cable' and tried the usual steps; nothing has made any difference. Multiple forum threads on the topic prove there is a fault in infrastructure somewhere yet Virgin refuse to admit fault.

BQM since 9am Mon 28th:

Downstream bonded channels

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

1	331000000	6	40	256 qam	25
2	203000000	5.9	40	256 qam	9
3	211000000	6	40	256 qam	10
4	219000000	6	40	256 qam	11
5	227000000	6.1	40	256 qam	12
6	235000000	6.1	40	256 qam	13
7	243000000	6	40	256 qam	14
8	251000000	6	40	256 qam	15
9	259000000	6.3	40	256 qam	16
10	267000000	6.5	40	256 qam	17
11	275000000	6.5	40	256 qam	18
12	283000000	6.3	40	256 qam	19
13	291000000	6.1	40	256 qam	20
14	299000000	6.1	40	256 qam	21
15	307000000	5.9	40	256 qam	22
16	315000000	5.9	40	256 qam	23
17	323000000	6	40	256 qam	24
18	339000000	5.9	40	256 qam	26
19	347000000	5.5	40	256 qam	27
20	355000000	5.4	40	256 qam	28
21	363000000	5.1	40	256 qam	29
22	371000000	5.3	40	256 qam	30
23	379000000	5.3	40	256 qam	31
24	387000000	5.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	314	887
2	Locked	40.9	3143	3509
3	Locked	40.9	2140	2673
4	Locked	40.9	4616	44444
5	Locked	40.9	707	5336
6	Locked	40.9	666	1244
7	Locked	40.3	795	8613
8	Locked	40.9	677	9150
9	Locked	40.9	657	8634
10	Locked	40.3	655	9304
11	Locked	40.9	545	1319
12	Locked	40.9	608	1085
13	Locked	40.9	758	8203
14	Locked	40.9	559	8670
15	Locked	40.9	521	9048
16	Locked	40.9	365	1160
17	Locked	40.9	637	9026
18	Locked	40.9	633	8420
19	Locked	40.9	463	717
20	Locked	40.9	620	8882
21	Locked	40.9	641	8512
22	Locked	40.9	610	8307
23	Locked	40.9	630	8072
24	Locked	40.9	696	8440

[iridescence]

Upstream bonded channels

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

1	60300000	43.8	5120	64 qam	1
2	39400000	42.3	5120	64 qam	4
3	46200000	43.3	5120	64 qam	3
4	53700000	43.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	153	0
2	ATDMA	0	0	210	0
3	ATDMA	0	0	225	0
4	ATDMA	0	0	187	0

[iridescence]

Network Log

Time Priority Description

28/06/2021 09:57:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 09:47:17	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 09:47:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:47:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:47:17	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:47:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:29:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:29:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:22:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:17:17	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:17:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:50:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:47:16	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:47:16	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:47:14	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:08:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:06:1	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:06:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 06:37:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 06:36:1	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[iridescence]

As of this morning the landline we have with Virgin is also non-functional, which means I cannot dial 150 to ask for an Engineer visit. No faults are listed on the Service Status page.

[lotharmat]

Can you try the 0345 454 1111 number form a mobile?

[jpeg1]

Your logs show there is a serious fault on your line and you need an engineer visit to repair it.

[iridescence]

Thank you @lotharmat. I've just dialled the mobile number and the automated message has informed me that they're 'working on upgrades' in my area and that this will be completed by 13:15. This is the first I've heard of it and frankly I don't quite believe that this is true, so I'm going to try to call back to speak to an operator who can inform me of the nature of today's work.

[lotharmat]

Keep us posted!

[iridescence]

Customer service rep has informed me that there is an identified fault in the area and that it should be resolved today. The service status page still hasn't been updated so I suppose I'll just have to wait and see—unfortunately the rep couldn't tell me if an engineer was currently working on it.

[iridescence]

As of noon today (30/06) the issue is still ongoing. Automated message on Virgin's line has changed to telling us that the service will be restored by "9am. My partner spoke to a customer service rep this morning who has now denied that there is a fault and told us that "the Hub was configured to Router mode on our [Virgin's] end." I don't know how this is even possible as the setting of the router is determined by us through our web portal—very blatantly another excuse.

Purposefully unclear communication and lies is definitely pushing me towards cancellation. Customers who use this service for business should be treated far better and given actual remediation dates, not totally left in the dark.

BQM for today:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9d4583257becffdadfdb9d83e3284485dce2399e-30-06-2021