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iridescence
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Message 1 of 11
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10-40% Packet Loss, Upload Speed approaching 0Mbps

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:

RTlvuRt

Downstream bonded channels

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

1331000000640256 qam25
22030000005.940256 qam9
3211000000640256 qam10
4219000000640256 qam11
52270000006.140256 qam12
62350000006.140256 qam13
7243000000640256 qam14
8251000000640256 qam15
92590000006.340256 qam16
102670000006.540256 qam17
112750000006.540256 qam18
122830000006.340256 qam19
132910000006.140256 qam20
142990000006.140256 qam21
153070000005.940256 qam22
163150000005.940256 qam23
17323000000640256 qam24
183390000005.940256 qam26
193470000005.540256 qam27
203550000005.440256 qam28
213630000005.140256 qam29
223710000005.340256 qam30
233790000005.340256 qam31
243870000005.440256 qam32



Downstream bonded channels

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

1Locked40.9314887
2Locked40.931433509
3Locked40.921402673
4Locked40.9461644444
5Locked40.97075336
6Locked40.96661244
7Locked40.37958613
8Locked40.96779150
9Locked40.96578634
10Locked40.36559304
11Locked40.95451319
12Locked40.96081085
13Locked40.97588203
14Locked40.95598670
15Locked40.95219048
16Locked40.93651160
17Locked40.96379026
18Locked40.96338420
19Locked40.9463717
20Locked40.96208882
21Locked40.96418512
22Locked40.96108307
23Locked40.96308072
24Locked40.96968440
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iridescence
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Message 2 of 11
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Re: 10-40% Packet Loss, Upload Speed approaching 0Mbps

Upstream bonded channels

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

16030000043.8512064 qam1
23940000042.3512064 qam4
34620000043.3512064 qam3
45370000043.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA001530
2ATDMA002100
3ATDMA002250
4ATDMA001870
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Message 3 of 11
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Re: 10-40% Packet Loss, Upload Speed approaching 0Mbps

Network Log

Time Priority Description

28/06/2021 09:57:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 09:47:17noticeDHCP 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 09:47:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:47:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:47:17noticeDHCP 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 08:47:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:29:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:29:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:22:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:17:17noticeDHCP 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 08:17:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:50:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:47:16noticeDHCP 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 07:47:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:47:14ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:08:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 07:06:1noticeDHCP 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 07:06:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 06:37:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 06:36:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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iridescence
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Message 4 of 11
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Re: 10-40% Packet Loss, Upload Speed approaching 0Mbps

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.

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lotharmat
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Message 5 of 11
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Re: 10-40% Packet Loss, Upload Speed approaching 0Mbps

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



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

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jpeg1
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Message 6 of 11
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Re: 10-40% Packet Loss, Upload Speed approaching 0Mbps

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

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iridescence
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Message 7 of 11
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Re: 10-40% Packet Loss, Upload Speed approaching 0Mbps

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.

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lotharmat
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Message 8 of 11
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Re: 10-40% Packet Loss, Upload Speed approaching 0Mbps

Keep us posted!



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

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iridescence
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Message 9 of 11
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Re: 10-40% Packet Loss, Upload Speed approaching 0Mbps

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.

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iridescence
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Message 10 of 11
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Re: 10-40% Packet Loss, Upload Speed approaching 0Mbps

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

 

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