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Aleian81
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Issues with TV channels and intermittent Broadband

Hello,

I am having issues with the signal of around 30 channels on my TV.

On half of them I have the message error W02. On the other half, I have distorted image/pixilation.

This is the full list of channels with issues: 126,127,128,129,130,136,160,191,226,256,266,267,271,286,290,312,346,348,425,426,428,512,516,517,621,740.

I have already tried to reboot the Tivo, used the app and all the on-line help. None of them has worked.

Additionally, I am having intermittent broadband slow speed since the past week. I have checked on-line and it appeared as an intermittent issue of which virgin-media was aware. I have registered for updates on the issue and received a message on Friday saying that the issue was solved. However I still have less of the minimum speed guaranteed (I have M200). According to speed-test it is currently 80mbps. In the last few days have been anything between 5 and 120. If i check for issues and run the test, I still got the message saying that there is an intermittent issue.

Can anyone from VirginMedia help please?

 

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MikeRobbo
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Alessandro Volta
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Message 2 of 10
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Re: Issues with TV channels and intermittent Broadband

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


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Aleian81
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Re: Issues with TV channels and intermittent Broadband

Thanks, so here are all the technical data requested.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a224948de26f0c036fe5498920b82f33b0... 

From the router:

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

1363000000-738256 qam29
2267000000-8.236256 qam17
3275000000-7.737256 qam18
4283000000-8.237256 qam19
5291000000-8.537256 qam20
6299000000-8.537256 qam21
7307000000-737256 qam22
8315000000-7.537256 qam23
9323000000-6.937256 qam24
10331000000-7.437256 qam25
11339000000-638256 qam26
12347000000-6.937256 qam27
13355000000-6.538256 qam28
14371000000-6.538256 qam30
15379000000-7.437256 qam31
16387000000-6.238256 qam32
17395000000-6.437256 qam33
18403000000-6.238256 qam34
19411000000-738256 qam35
20419000000-6.238256 qam36
21427000000-7.538256 qam37
22435000000-7.737256 qam38
23443000000-8.737256 qam39
24451000000-7.438256 qam40



Downstream bonded channels

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

1Locked38.6977081603
2Locked36.66972763610
3Locked37.36726193163
4Locked37.6107328815438
5Locked37.6148954018902
6Locked37.36333132855
7Locked37.63394992074
8Locked37.34739422969
9Locked37.62161502313
10Locked37.61452012079
11Locked38.6893591644
12Locked37.61062482002
13Locked38.6967221872
14Locked38.92002223232
15Locked37.34541735389
16Locked38.61362133480
17Locked37.61162121494
18Locked38.9947921879
19Locked38.61092301751
20Locked38.660539907
21Locked38.61383401565
22Locked37.65242801356382
23Locked37.61051561722
24Locked38.6475021119

 

Upstream bonded channels

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

1462000005.4512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

 

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Aleian81
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Re: Issues with TV channels and intermittent Broadband

Network Log

Time Priority Description

14/09/2020 14:18:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:18:58criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:18:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:18:18criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:17:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:17:38criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:16:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:16:58criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:16:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:16:18criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:15:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:15:38criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:14:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:14:58criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:14:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:14:18criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:13:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:13:38criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:13:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:12:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 5 of 10
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Helpful Answer

Re: Issues with TV channels and intermittent Broadband

Your Downstream Channel power levels are too low.

You only have one Upstream Channel, we would expect to see 4 and the power on that channel is to high.

 

You need an engineer visit to put things back in spec.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


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Aleian81
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Re: Issues with TV channels and intermittent Broadband

Thanks,

I will try to call 150 tomorrow morning first thing.

Can I use your words below to describe the issue that is causing variable/low speed? I would only be able to say that the broadband is often slower than expected 🙂

Your Downstream Channel power levels are too low.

You only have one Upstream Channel, we would expect to see 4 and the power on that channel is to high.

 

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Aleian81
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Re: Issues with TV channels and intermittent Broadband

Hi,

so the engineer came this morning to fix this. I am sharing the downstream/upstream/network log after the fix. It would be good to hear your opinion on the new tables.

Downstream bonded channels

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

14190000001.437256 qam36
22670000000.736256 qam17
32750000000.236256 qam18
4283000000036256 qam19
5291000000-0.236256 qam20
62990000000.236256 qam21
73070000000.536256 qam22
8315000000137256 qam23
93230000001.436256 qam24
103310000001.236256 qam25
113390000000.736256 qam26
123470000001.437256 qam27
133550000001.237256 qam28
143630000000.937256 qam29
153710000000.236256 qam30
16379000000137256 qam31
173870000001.437256 qam32
183950000001.237256 qam33
194030000001.237256 qam34
204110000001.737256 qam35
214270000000.237256 qam37
22435000000037256 qam38
23443000000-0.237256 qam39
24451000000-0.237256 qam40



Downstream bonded channels

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

1Locked37.3170
2Locked36.640
3Locked36.660
4Locked36.350
5Locked36.3130
6Locked36.370
7Locked36.6100
8Locked37.340
9Locked37.340
10Locked36.680
11Locked36.320
12Locked37.350
13Locked37.350
14Locked37.330
15Locked36.600
16Locked37.300
17Locked37.3210
18Locked37.3100
19Locked37.350
20Locked37.650
21Locked37.620
22Locked37.360
23Locked37.360
24Locked37.390

 

Upstream bonded channels

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

1462000364.9512064 qam3
2325999984.5512064 qam5
3393999914.55512064 qam4
4537000074.75512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Aleian81
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Re: Issues with TV channels and intermittent Broadband

Network Log

Time Priority Description

16/09/2020 09:28:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:52:6criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:52:6ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:51:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:51:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:50:45criticalReceived 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;
16/09/2020 08:49:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:49:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:49:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:49:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:49:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:49:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:49:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:49:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:49:36criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:48:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:48:56criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:48:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:48:16criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 08:47:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Message 9 of 10
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Re: Issues with TV channels and intermittent Broadband

The Hub Power Levels look very good.

Is everything running OK now ?

 


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Aleian81
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Re: Issues with TV channels and intermittent Broadband

Yes and the problem with the TV channels was also solved.

The speed is consistently high downstairs in the room with the router.

For some reasons, I am finding the speed upstairs slower than before the fix, according to speedtest.net, but I was ensured that it has nothing to do with the fix. 

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