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BENGR33N
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Intermittent Service

Good Morning All,

Hoping I can find some help which I have thus far failed to do from VM Customer Services over the phone.  

Last Friday my internet went down for around 6-7h for "planned maintenance" I have been told by a number of sources within VM that this was to upgrade the lines in preparation for Gigabit connections to be available to all in my are by the end of the year.  Since last Friday I have had regular drop outs (typically 16:30-18:00), slow speeds, high ping etc.  I have had an engineer come to the property who re-wired the house side of my connection and found no problem (there was no issue at the time the connection was running as expected at 220mb), however just a few hours after he left the line went dead again, VM CS claim there is no problem outside "temporary line problems" and advise resetting the router.

On the advise of someone at VM who called me I have installed a broadband quality monitor in an attempt to prove that I am actually having issues.  As you can see this morning (Fri 1st) there was considerable packet loss and high latency on the network for around an hour before it cleared, VM CS claim to see no issue and tell me to call when there is an issue (which I've been doing for around a week to no success).

Can anyone identify where/what may be going wrong with the connection?  I have successfully used VM for around 4.5 years with no issues, until last Fridays down time and line upgrade.  

For clarity, I am running an my Hub 3 in Modem mode (have been since June 2021) with an Asus RT-AC86U providing the routing. 

 

Downstream bonded channels

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

1226750000-3.234256 qam12
2218750000-2.738256 qam11
3234750000-3.538256 qam13
4242750000-3.438256 qam14
5250750000-438256 qam15
6258750000-3.238256 qam16
7266750000-437256 qam17
8274750000-3.238256 qam18
9282750000-3.537256 qam19
10290750000-437256 qam20
11298750000-3.237256 qam21
12306750000-3.537256 qam22
13314750000-3.737256 qam23
14322750000-3.537256 qam24
15330750000-3.737256 qam25
16338750000-437256 qam26
17346750000-3.437256 qam27
18354750000-437256 qam28
19362750000-437256 qam29
20370750000-3.237256 qam30
21378750000-4.937256 qam31
22386750000-3.537256 qam32
23394750000-3.736256 qam33
24402750000-4.237256 qam34



Downstream bonded channels

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

1Locked34.468216494180
2Locked38.6138252227
3Locked38.6596077359
4Locked38.93465187
5Locked38.6573306
6Locked38.6583157
7Locked37.61050398
8Locked38.6675265
9Locked37.6379144
10Locked37.65270
11Locked37.65491
12Locked37.65330
13Locked37.64467
14Locked37.642842
15Locked37.64010
16Locked37.32560
17Locked37.642614
18Locked37.3460324
19Locked37.350493
20Locked37.61340
21Locked37.333278
22Locked37.3182016894
23Locked36.64322106
24Locked37.32150

 

Upstream bonded channels

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

14620000041512064 qam2
23939996141.3512064 qam3
35370000042.3512064 qam1
43259998541512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jbrennand
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Re: Intermittent Service

Yes thats a bad looking BQM. Stats are a bit worrying too - particularly the PostRS errors - often indicates noise ingress - to double check - can you do this.
________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, 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 (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and any T3 errors have all reset to 0. Then check every hour or so 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.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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BENGR33N
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Re: Intermittent Service

Hey,  Thanks for the reply, really appreciate it.   I actually turned the router off for more than 5mins at around 2PM and ensured that everything was reset back to 0 as I read to do this on another post on this forum.  As you can see on the BQM graph it becomes somewhat cleaner from that point, however I am now noticing that the high latency spikes are creeping back in again.

I had a VM engineer out on Wednesday who changed the cabling that come in from outside, along with all the cabling internally from the wall to the Hub and Tivo box.  I have confirmed that everything is tight and there is nothing unterminated anywhere.

BQM

Below is the downstream and upstream data again, which look like some errors are starting to build up again.  Is this error likely to be on my side or a core network problem?

Downstream bonded channels

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

1226750000-3.733256 qam12
2218750000-3.238256 qam11
3234750000-437256 qam13
4242750000-438256 qam14
5250750000-4.538256 qam15
6258750000-3.937256 qam16
7266750000-4.537256 qam17
8274750000-3.738256 qam18
9282750000-437256 qam19
10290750000-4.737256 qam20
11298750000-437256 qam21
12306750000-4.237256 qam22
13314750000-4.437256 qam23
14322750000-437256 qam24
15330750000-4.237256 qam25
16338750000-4.737256 qam26
17346750000-437256 qam27
18354750000-4.737256 qam28
19362750000-4.537256 qam29
20370750000-3.938256 qam30
21378750000-5.537256 qam31
22386750000-4.237256 qam32
23394750000-4.236256 qam33
24402750000-4.938256 qam34



Downstream bonded channels

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

1Locked33.98167711845
2Locked38.6640
3Locked37.6949
4Locked38.61053
5Locked38.64535
6Locked37.65911
7Locked37.37113
8Locked38.6968
9Locked37.6711
10Locked37.6490
11Locked37.31040
12Locked37.6670
13Locked37.6350
14Locked37.614324
15Locked37.6190
16Locked37.3220
17Locked37.6505
18Locked37.6606
19Locked37.6320
20Locked38.6510
21Locked37.3470
22Locked37.6280
23Locked36.31370
24Locked38.6270

 

 

Upstream bonded channels

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

14620000041.8512064 qam2
25370000043512064 qam1
33940000042512064 qam3
43260000041.8512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jbrennand
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Re: Intermittent Service

Thats bad - I will flag for VM to come here to comment

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
BENGR33N
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Re: Intermittent Service

Thanks, much appreciated.

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Molly_G
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Re: Intermittent Service

Hey @BENGR33N,

 

Welcome to the forums and many thanks for your post. I'm very sorry to see the issues you've been having.

I've been able to locate your account using your forums details to run some further checks but can see you've already managed to speak with an agent in the meantime who has booked a visit in for you.

Glad this has already been arranged and I do hope this is resolved swiftly. Please do feel free to drop back if you require any assistance following the appointment and we'll be happy to help further.

 

Kind regards,

Molly_G
Forum Team



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BENGR33N
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Re: Intermittent Service

Hi,

Yes I have now booked an engineer to come out, however I also had an engineer out on Wednesday who didn't fix the issue either and never mentioned checking the wider line (other than internal wiring in my house).  So again I am somewhat sceptical as to whether the issue will be resolved.

Thanks,

Ben

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John_GS
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Re: Intermittent Service

I do understand your skepticism, Ben. 

 

Do let us know how the visit goes.

 

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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jbrennand
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Re: Intermittent Service

When the Tech says its fixed - before they leave check back in the Hub settings and see whether there are RS errors accumulating in channel 1 - there shouldnt be - and see whether the RxMER has increased to above 34 - it should have. If it hasnt it needs fy=urther investigation to identify where the noise is getting in. N.B. - that may not be in your property as an example - my bad cabling was causing noise" on my neighbours connection.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
BENGR33N
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Re: Intermittent Service

Thanks I will double check these when the engineer is here.  The internet has been frankly dreadful today, by far the worst day I've had since the supposed line upgrade. My BQM 

To add insult to injury, I then received an email from the complaints resolutions team saying they've spoken to me today (haven't spoken to anyone today from VM) and that the complaint is now resolved. 

 

Starting to become somewhat vexed by it al now and getting ready to look for an alternate supplier.

 

 

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