Virgin Media Community

[Gazzl80]

We have the Gig1 and it worked well for about 8 months. Then boom all went to pot. We average a dosconnect every 30 odd mins 24 hours a day. Others on our estate say the same. It's do with out upload going to 0.00Mbps. The gig1 specialist said that the upload works on a lower band than the previous 650Mpbs service. We've had 8 engineers out so far and 2 more to fit a new cable. Does anyone else have gig1 disconnect issues? We had over 920 in the previous 30 days.

[jbrennand]

See this
__________
Check first for any “known network faults”

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then 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
_____________________________________________________________________
If nothing shows - do this.....

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up login and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Matthew_ML]

Hey Gazzl80, thank you for reaching out and a warm welcome to the community. I am so sorry to hear about you having over 900 disconnections in one month.

I can see someone has taken a look at the issues today, how has it been since then?

I would like to raise a complaint for you if this is something you would like?

I am going to send you a PM, please keep an eye out for the purple envelope. Thanks  

[Gazzl80]

Hi, nope the internet lasted less than 48 hours and we have been having issues with it. It kept dropping out but for very short periods, now it is back to normal longer drop outs. We have had 9 engineers out, plus 2 to put a new cable in from the grey box to the brown bow outside. they also put a new brown box in too. the cable through the wall WAS NOT changed. The cables inside the house were changed and things were better.... for a time...

[Gazzl80]

3.0 Upstream channels

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

1	46200000	41.8	5120 KSym/sec	32QAM	1
2	39400000	41.8	5120 KSym/sec	16QAM	2
3	25800000	41.5	5120 KSym/sec	16QAM	4
4	32600000	41.5	5120 KSym/sec	32QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[Gazzl80]

network logs

Time Priority Description

Thu 01/01/1970 00:01:25	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:03:28	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 16/07/2022 21:05:25	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 18/07/2022 09:44:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 19/07/2022 07:28:13	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/07/2022 09:05:09	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/07/2022 13:31:18	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 21/07/2022 09:08:58	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 21/07/2022 09:09:04	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 21/07/2022 09:11:18	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 21/07/2022 09:46:29	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 21/07/2022 09:46:53	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 22/07/2022 23:19:47	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 24/07/2022 09:28:11	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 24/07/2022 12:43:06	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 24/07/2022 14:03:12	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 24/07/2022 23:51:23	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/07/2022 08:09:43	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/07/2022 08:09:51	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/07/2022 08:12:00	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/07/2022 08:49:50	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/07/2022 09:07:36	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/07/2022 09:07:40	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/07/2022 09:07:50	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Gazzl80]

The downstream has 4 tables but I'm guessing these are the 2 you need?

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

41

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

41

Locked

43

9.3

413044779

2

[Gazzl80]

So, we had 16 engineers out and several new routers. things didn't improve until we got new cabling between the grey cabinet and the new hub 5. We got less disconnects by a mile but plenty of latency and lag. The latency and lag soon cleared up after about 2 weeks. The last engineer said that the normal techs can't do much more as the fault would appear to be further down the line and beyond their purview. This would ring true as the 16th and last engineer just checked that the specs were ok and said networks were aware of it. 

We get useable internet now. The upload does fluctuate between single digits and about 53Mbps. Not the normal 50Mbps that we are used to getting all day, every day, 24-7. 

So, in short, the internet it useable but is by no means what we have had in the previous 16 years of being with VirginMedia. I am in the process of getting the contact details for the following people:

Atif Farooq - Head of Product Reliability (former head of customer journey)

Karen Andrew - Head of Customer Experience and Assurance.

I would imagine they would have something to add to our case given we have had 16 engineers and no proper working internet or phone line for almost 5 months solid. 

[Ilyas_Y]

Hey @Gazzl80 thank you for the update.

I'm sorry to hear about the long process you've had to get this issue resolved.
I'm glad that the connection is better than how it was before although we still aim to try and give that absolute connection.
As you have mentioned, you are in the process of getting the matter dealt with individuals from the head of the customer experience etc.
Let us know how it goes with them and if there's anything else you need from us.

Kind regards.