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Duffster27
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8 months on, problem back again?

Hi all,

 

I posted a thread last April about my connection constantly dropping. Ended up speaking to someone from 3rd line who done some router changes splitting out 2.4ghz and 5ghz and a new router - which seemed to fix things.

Ref: https://community.virginmedia.com/t5/Networking-and-WiFi/Connection-Dropping/m-p/4221088#M277278

From just before Christmas, we've now had buffering on the TV when playing things on ITV Hub, YouTube on iPad and it's coming to the point now where emails won't load in and you have to wait 1 minute or so for the content to download.

I spoke to Virgin who got a tech out yesterday. About 5 years we got something installed to try and help with power drop outs, the tech yesterday couldn't work out why this was installed and he rung his boss. His boss said to unplug this power booster. Engineer yesterday couldn't find fault but said ping was originally 27 and he got it down to 17 after unplugging this.

He said this week another chap would ring me to discuss how it's went.

However, today it's even worse. I tried to call up to speak to Virgin and spoke to 1st line agent who wanted to log a 30 day speed complaint with OFCOM. I said it's not a speed issue, it's latency/dropping. Agent didn't understand. Said he would get a 2nd line agent to ring me within 4hrs. It's now been over 4hrs.

I thought it might be worth trying to come back to this forum to see if anyone has any ideas?

At this stage, and with the recent price hike, I am now thinking about another vendor. A competitor doing up to 900Mbps has just launched in my region so thinking of trying them unless Virgin can resolve this.

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JitteryPinger
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Re: 8 months on, problem back again?

It's likely your affected by congestion in local area which has come about because of increased broadband usage in your local area.

You say that a competitor is bringing full fibre to your area I would strongly encourage you to look at your options there.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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Duffster27
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Re: 8 months on, problem back again?

Hello,

Not to come across rude, but I have saw your response similiar to this on a lot of other threads.

Do you genuinely think this is the issue, and only option?

We have been with VM for approx 15 years+ now (Since Telewest days).

It seems issue has got even worse since yesterdays engineer visit where he removed the power/frequency thing in the loft... so maybe it isnt congestion?

 

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carl_pearce
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Re: 8 months on, problem back again?


@Duffster27 wrote:

Hello,

Not to come across rude, but I have saw your response similiar to this on a lot of other threads.

Do you genuinely think this is the issue, and only option?

We have been with VM for approx 15 years+ now (Since Telewest days).

It seems issue has got even worse since yesterdays engineer visit where he removed the power/frequency thing in the loft... so maybe it isnt congestion?

 


Your BQM doesn't show congestion, as it stands.

Maybe post the 'Downstream', 'Upstream', and 'Network Log' tab data from your HUB under 'Advanced Settings\Tools\Network Status', as text, so we can see if they are in spec?

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Duffster27
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Re: 8 months on, problem back again?

Hello.

Thanks for your reply.

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

13310000001.938256 qam25
2203000000-1.737256 qam9
3211000000-237256 qam10
4219000000-1.737256 qam11
5227000000-1.737256 qam12
6235000000-1.937256 qam13
7243000000-1.737256 qam14
8251000000-1.237256 qam15
9259000000-0.237256 qam16
10267000000037256 qam17
11275000000038256 qam18
122830000000.238256 qam19
132910000000.538256 qam20
142990000000.937256 qam21
15307000000138256 qam22
163150000001.538256 qam23
173230000001.738256 qam24
18339000000238256 qam26
193470000001.738256 qam27
203550000001.538256 qam28
213630000001.438256 qam29
22371000000138256 qam30
23379000000138256 qam31
24387000000138256 qam32



Downstream bonded channels

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

1Locked38.6200
2Locked37.660
3Locked37.3140
4Locked37.3140
5Locked37.3140
6Locked37.3130
7Locked37.6140
8Locked37.380
9Locked37.650
10Locked37.670
11Locked38.6170
12Locked38.6180
13Locked38.640
14Locked37.380
15Locked38.930
16Locked38.670
17Locked38.9190
18Locked38.6190
19Locked38.6130
20Locked38.9210
21Locked38.970
22Locked38.670
23Locked38.960
24Locked38.620

 

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Duffster27
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Re: 8 months on, problem back again?

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14619981741.7512064 qam3
23939997641.8512064 qam4
35369998841.8512064 qam2
46029998341.8512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network LogTime Priority Description
24/01/2021 17:21:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 17:17:32Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 17:17:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 15:50:6Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:04:31criticalReceived 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;
23/01/2021 16:01:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:01:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:01:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:01:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:01:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:53:43criticalReceived 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;
23/01/2021 15:51:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:50:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:50:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:50:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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carl_pearce
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Re: 8 months on, problem back again?

Overall the stats don't look too bad, however you appear to have a lot of errors/info recorded in the network log, especially yesterday.

I wonder if there is some work going on in the area.

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Duffster27
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Re: 8 months on, problem back again?

I called up 31st Dec and was told they couldnt find a fault and would escalate to 2nd line.

 

On 7th of Jan, it got really bad so I called, they recongised it as a fault and target fix date was the 12th (if memory serves), blamed it on an issue in the area and engineers were onsite.

Although job text completing now fixed, it doesnt appear to be.

 

The engineer was here yesterday between 2pm - 4.30pm, do you think something he was doing may have triggered the faults? He was drawing a blank to be honest, I think that's why he suggested his colleague give me a call this week.

 

Any ideas on how best to proceed?

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carl_pearce
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Re: 8 months on, problem back again?


@Duffster27 wrote:

I called up 31st Dec and was told they couldnt find a fault and would escalate to 2nd line.

 

On 7th of Jan, it got really bad so I called, they recongised it as a fault and target fix date was the 12th (if memory serves), blamed it on an issue in the area and engineers were onsite.

Although job text completing now fixed, it doesnt appear to be.

 

The engineer was here yesterday between 2pm - 4.30pm, do you think something he was doing may have triggered the faults? He was drawing a blank to be honest, I think that's why he suggested his colleague give me a call this week.

 

Any ideas on how best to proceed?


Ah right, yes the errors could have been caused by 'tinkering'.

Unsure what to suggest other than persist with VM.

I hate to say it, however the 900/500/300Mbps deals for fibre by other suppliers is VERY tempting when it comes to an area (Not mine yet unfortunately).

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Duffster27
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Re: 8 months on, problem back again?

To be fair, I am on a bit of a cracking deal

 

Anytime calls (although not used)

350Mbps fibre

TV M package

1 extra Tivo in bedroom

For £47pm

 

Low cost but low quality it seems..

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