Lead time on 'network team' response

[shuurajou]

I've been having some issues a couple of a weeks where my 500 meg broadband is running at ~42 meg. 

The self-service diagnostics was detecting an issue, which didn't clear in 24hrs, so it booked me an engineer. An engineer attended today, swapped the hub, but couldn't resolve the issue and said they would pass to their 'networks team'. 

Does anyone know what sort of response time I can expect? I don't really have a job number or any way to track it.

Also, for what it's worth...

Downstream bonded channels

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

1	331000000	4	40	256 qam	25
2	203000000	3.4	40	256 qam	9
3	211000000	3.5	40	256 qam	10
4	227000000	3.4	37	256 qam	12
5	235000000	3.2	40	256 qam	13
6	243000000	3.4	40	256 qam	14
7	251000000	3.5	40	256 qam	15
8	259000000	3.2	40	256 qam	16
9	267000000	3.4	40	256 qam	17
10	275000000	3.7	40	256 qam	18
11	283000000	4	40	256 qam	19
12	291000000	3.9	40	256 qam	20
13	299000000	4.3	40	256 qam	21
14	307000000	4.4	40	256 qam	22
15	315000000	4.5	40	256 qam	23
16	323000000	4.1	40	256 qam	24
17	339000000	4.4	40	256 qam	26
18	347000000	4.5	40	256 qam	27
19	355000000	4	40	256 qam	28
20	363000000	3.7	40	256 qam	29
21	371000000	3.9	40	256 qam	30
22	379000000	4	40	256 qam	31
23	387000000	3.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	0	0
2	Locked	40.9	20	0
3	Locked	40.3	3	0
4	Locked	37.6	80	704
5	Locked	40.3	5	0
6	Locked	40.9	5	0
7	Locked	40.3	5	0
8	Locked	40.9	6	0
9	Locked	40.3	4	0
10	Locked	40.9	8	0
11	Locked	40.3	5	0
12	Locked	40.3	5	0
13	Locked	40.9	4	0
14	Locked	40.3	7	0
15	Locked	40.3	6	0
16	Locked	40.9	5	0
17	Locked	40.3	5	0
18	Locked	40.9	5	0
19	Locked	40.3	5	0
20	Locked	40.3	5	0
21	Locked	40.9	6	0
22	Locked	40.3	6	0
23	Locked	40.9	1	0

Upstream bonded channels

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

1	49599991	49	5120	64 qam	1
2	23600000	49	5120	64 qam	5
3	30100034	49	5120	64 qam	4
4	36600012	49	5120	64 qam	3
5	43099998	49	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

 

[shuurajou]

Network Log

Time Priority Description

09/09/2022 20:09:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 19:28:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 19:28:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 18:33:47	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 18:33:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 18:14:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 18:09:47	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 18:04:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 18:04:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 18:04:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 18:04:33	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 18:04:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 17:58:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2022 17:55:48	notice	SW download Successful - Via Config file
09/09/2022 17:53:23	notice	SW Download INIT - Via Config file
09/09/2022 17:53:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Roger_Gooner]

Do you have 23 downstream channels? There's one missing...

[shuurajou]

Indeed, definitely only 23. 

[John_GS]

Hi shuurajou,

Thanks for posting and welcome to the community. I am sorry for any broadband issues. I've ran a check today on the system and it says there is a short term network issue that should be fixed soon. 

We need to check that the coax cable (white cable) is connected securely to every piece of Virgin Media kit but also ensure that it is connected securely to any splitters that are in use as well as the wall socket.
Tighten any loose connections to make sure they are finger tight. If the cables have push-fit connectors make sure they are connected securely, especially to the back on the Hub 3.0.

Please do the above and monitor the connection for me for the next few days and let me know if the issues persist.

Best,

[shuurajou]

Hi John,

Unfortunately still issues here. The engineer who came out last Friday was pretty thorough, and took signal readings from the external house connection, modem, and even went down to the 'pit' at the end of our street. 

I've not heard nor seen the networks team the engineer said he was escalating the matter to.

What happens now? 

Thanks.

[shuurajou]

The online status checking tool has decided I need another engineer. I have a feeling this will be a waste of both of our time but I'm aware of no other options to get this resolved. 

[Tudor]

My guess in noise ingress on channel 4 downstream due to TV signal.

[shuurajou]

Thanks for your thoughts. For what it’s worth broadband and telephone via the hub are my services. 

[Tudor]

It would be a terrestrial TV signal. VM use a wide frequency band that includes DAB radio, terrestrial TV and other services. The noise ingress can be from anyone on the same street box, that’s the reason VM use extra screened coax cable and nobody should use their own coax.