18-04-2021 18:23 - edited 18-04-2021 18:31
The title is a summary of my suffering with Virgin Media Broadband. These constant interruptions and horrible slow speed occur for a week or more, every few months, and it is getting annoying. My latest issue has been ongoing for a bit longer than a week now, SLOW speeds with the occasional 0 internet.
Here is my QLM, running since yesterday.
on 18-04-2021 18:38
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 138750000 | 0.5 | 40 | 256 qam | 1 |
2 | 146750000 | -0.5 | 40 | 256 qam | 2 |
3 | 154750000 | -0.7 | 40 | 256 qam | 3 |
4 | 162750000 | -0.2 | 40 | 256 qam | 4 |
5 | 170750000 | -0.4 | 40 | 256 qam | 5 |
6 | 178750000 | -0.7 | 40 | 256 qam | 6 |
7 | 186750000 | -0.9 | 40 | 256 qam | 7 |
8 | 194750000 | -0.9 | 40 | 256 qam | 8 |
9 | 202750000 | -1.2 | 38 | 256 qam | 9 |
10 | 210750000 | -1.7 | 38 | 256 qam | 10 |
11 | 218750000 | -1.9 | 40 | 256 qam | 11 |
12 | 226750000 | -1.9 | 40 | 256 qam | 12 |
13 | 234750000 | -1.7 | 38 | 256 qam | 13 |
14 | 242750000 | -2 | 38 | 256 qam | 14 |
15 | 250750000 | -2.7 | 38 | 256 qam | 15 |
16 | 258750000 | -3 | 38 | 256 qam | 16 |
17 | 266750000 | -3.2 | 38 | 256 qam | 17 |
18 | 274750000 | -3 | 38 | 256 qam | 18 |
19 | 282750000 | -2.5 | 38 | 256 qam | 19 |
20 | 290750000 | -2.5 | 38 | 256 qam | 20 |
21 | 298750000 | -2.7 | 38 | 256 qam | 21 |
22 | 306750000 | -3.2 | 38 | 256 qam | 22 |
23 | 314750000 | -3.5 | 38 | 256 qam | 23 |
24 | 322750000 | -3.2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 6273495 | 10449637 |
2 | Locked | 40.3 | 10682596 | 6216863 |
3 | Locked | 40.3 | 7616413 | 11758555 |
4 | Locked | 40.3 | 7464521 | 16809949 |
5 | Locked | 40.3 | 17121504 | 3404118 |
6 | Locked | 40.3 | 6796452 | 11543287 |
7 | Locked | 40.3 | 6999480 | 8751769 |
8 | Locked | 40.3 | 2099858 | 125804 |
9 | Locked | 38.9 | 1553101 | 93730 |
10 | Locked | 38.9 | 1940614 | 93666 |
11 | Locked | 40.3 | 2156411 | 104025 |
12 | Locked | 40.3 | 2648902 | 76535 |
13 | Locked | 38.9 | 2632981 | 113274 |
14 | Locked | 38.6 | 1764351 | 144478 |
15 | Locked | 38.9 | 1598714 | 41944 |
16 | Locked | 38.9 | 2070685 | 61478 |
17 | Locked | 38.6 | 3315411 | 207126 |
18 | Locked | 38.9 | 2338524 | 165841 |
19 | Locked | 38.9 | 731870 | 50805 |
20 | Locked | 38.9 | 820974 | 45261 |
21 | Locked | 38.9 | 2505964 | 261596 |
22 | Locked | 38.9 | 2293569 | 222902 |
23 | Locked | 38.9 | 1289691 | 31785 |
24 | Locked | 38.9 | 1029721 | 32909 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 47.8 | 5120 | 64 qam | 8 |
2 | 39400000 | 46.8 | 5120 | 64 qam | 10 |
3 | 46200000 | 46.8 | 5120 | 64 qam | 9 |
4 | 60300000 | 48.8 | 5120 | 64 qam | 7 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 35 | 0 |
2 | ATDMA | 0 | 0 | 40 | 0 |
3 | ATDMA | 0 | 0 | 33 | 0 |
4 | ATDMA | 0 | 0 | 31 | 0 |
on 18-04-2021 18:39
Network Log
Time Priority Description
18/04/2021 17:33:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 17:32:50 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 17:15:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 17:15:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 17:13:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 17:13:18 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 17:10:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 17:10:14 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 17:09:5 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:49:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:49:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:44:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:43:52 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:39:34 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:39:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:34:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:34:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:22:27 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:22:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 16:21:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18-04-2021 19:27 - edited 18-04-2021 19:28
Thats not as good looking connection. Have you checked first for “known network faults” As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.
The BQM is dreadful and the huge number of RS errors and T3 timeouts reported in the table and the logs suggest that there may be "noise" getting in somewhere - so it needs someone from VM to look at it and probably set up a tech visit.
One thing you can try first is to do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.
Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.
So call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits
If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).
A VM person should pick this up here and respond, but it can take a few days for them to get here.
on 18-04-2021 19:57
Hi mate, thanks for the suggestions and the tips.
Just now they have updated their messaging on their "check status" to network issue, however they are not providing a time frame for a fix. I also gave them a call, and it seems I get the "network issue in your area" message.
This is a very normal occurrence every few months, at least this time it seems they are aware of an issue(a bit late). As far as checking the cables, and equipment I do this every time there is a drop off in speed or any cuts. I shall ring 'em again tomorrow, see what happens. Thanks again.
on 19-04-2021 15:27
Is it normal for there to be no timeline/timeframe for a fix? The only message I get whether online or on the phone is that there's an area issue, engineers are working on it, and that apparently it is a complex issue. Live agents refer me to the "check service status" for a timeframe, but that yields nothing apart from the network issue message.
on 20-04-2021 18:41
Hello AD-3
Sorry that this is ongoing and you are not getting any joy from our Customer Service Team
I have just had a look at this and can see we do have an SNR issue in the area
This is causing the faults that you are experiencing
It is under the reference number F008941711
And has a review date of 21/04/2021 at 12 Midday
If its still bad after 12 can you please pop back on here and we can chase this up
Gareth_L
on 21-04-2021 10:35
Thanks so much for getting back. I will pop back in here after 12 for an update. Thank you.
21-04-2021 13:12 - edited 21-04-2021 13:17
Hi Gareth_L, I restarted the router around 12:15 just in case it made a difference, however the issue still ongoing.
You can see on the BQM where I restarted my router, and what follows after is just a "horror" show of spikes.
Speed Test.
on 21-04-2021 13:23
Thank you for coming back to us.
The issues is still listed to be resolved today but the fix time has been pushed back to 3pm.
Kind regards,
Zak_M