Virgin Media Community

[Mike9908]

I have had this fault for a month or so now 

I have tried several times to contact you now been on hold for over an hour on hold last time and then didn’t get through 

why can I not book an engineer online. 
you keep doing tests on my router and it says everything is ok ? 
but clearly it isn’t it’s very bad at times 

would someone please contact me about this had enough now of trying to hold of you it’s not acceptable 

[conman33158]

Can you please explain in more detail what your actual problem is?

Also, can you please upload your router stats and set up a BQM

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

Do NOT log in, just click “Check Router Status” at the bottom of the page. Sometimes the “Check Router Status” is missing, in this case just go ahead and log in and go to Advanced Settings-> Tools-> Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again.

Do not try to fit everything in one post! You can use more than one post for each item if needed!

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Under your graph you just created Click (Share Live Graph)

Copy the text in the “Direct Link” box and paste it on here

[Mike9908]

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

1	202750000	5	40	256 qam	9
2	138750000	5	40	256 qam	1
3	146750000	5.9	40	256 qam	2
4	154750000	6	40	256 qam	3
5	162750000	5.5	40	256 qam	4
6	170750000	5.1	40	256 qam	5
7	178750000	5.1	40	256 qam	6
8	186750000	5.1	38	256 qam	7
9	194750000	5	40	256 qam	8
10	210750000	5.3	40	256 qam	10
11	218750000	5.3	40	256 qam	11
12	226750000	5.4	40	256 qam	12
13	234750000	5.5	40	256 qam	13
14	242750000	5.4	40	256 qam	14
15	250750000	5.5	40	256 qam	15
16	258750000	5.5	40	256 qam	16
17	266750000	5.1	40	256 qam	17
18	274750000	4.5	40	256 qam	18
19	282750000	4.4	40	256 qam	19
20	290750000	4.3	38	256 qam	20
21	298750000	4.3	38	256 qam	21
22	306750000	4	40	256 qam	22
23	314750000	4	38	256 qam	23
24	322750000	3.7	38	256 qam	24 Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 46200000 33.8 5120 64 qam 3 2 39399972 34.5 5120 64 qam 4 3 60300263 34 5120 64 qam 1 4 53700112 33.8 5120 64 qam 2 Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 4 0 2 ATDMA 0 0 21

Downstream bonded channels

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

1	Locked	40.3	3812	6252
2	Locked	40.3	6929	8838
3	Locked	40.3	5017	7462
4	Locked	40.3	5533	9170
5	Locked	40.3	7101	8631
6	Locked	40.3	5241	8159
7	Locked	40.3	5609	7563
8	Locked	38.9	4638	7087
9	Locked	40.3	2027	7004
10	Locked	40.3	1698	6593
11	Locked	40.3	1035	6267
12	Locked	40.9	932	5962
13	Locked	40.3	994	5774
14	Locked	40.3	938	5326
15	Locked	40.3	750	5642
16	Locked	40.3	684	4987
17	Locked	40.3	783	5202
18	Locked	40.3	772	5673
19	Locked	40.3	678	5764
20	Locked	38.9	647	5537
21	Locked	38.6	740	5521
22	Locked	40.3	670	6382
23	Locked	38.9	624	5251
24	Locked	38.9	575	5301

[Mike9908]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow

SFID	66822
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	66821
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[Mike9908]

Network Log

Time Priority Description

20/05/2021 20:58:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:58:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:58:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:58:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:57:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:55:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:54:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:54:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:49:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:28:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:16:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:15:20	critical	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=3.0;
20/05/2021 20:14:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:14:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:13:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 20:13:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Mike9908]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5f3d1fc158b6f32f51f5dfcbf9b73af7e7036202

[conman33158]

1	46200000	33.8	5120	64 qam	3
2	39399972	34.5	5120	64 qam	4
3	60300263	34	5120	64 qam	1
4	53700112	33.8	5120	64 qam	2

Your upload power levels are a bit on the low side and would need adjusting. You BQM is also showing some issues. You will need an engineer visit to put this right. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

[Mike9908]

Thank You 

why can virgin not see this when they run tests on the automated test. 
also why is it so difficult to get in touch with them. 
BT is really easy and no hassle or long waits on the phone. 

[conman33158]

Virgin aren't known for their outstanding customer service 😞 You only have to read around the forum. If you ring in as suggested above you will eventually get through but as I said, your only alternative is to wait here for 5-10 days on a response from a Virgin staff member.

[Mike9908]

Finally they have found an intermittent fault on the automated line they are monitoring it for 24hrs then will give me an engineer.