Virgin Media Community

[danouk]

Hi,

I have mentioned my issue as a reply on another thread, but wanted to share my own experience in case it's different.

Never had any issues during my time with Virgin, always had a consistent connection, but in the last 2 weeks approximately my upload speed has dropped from 20mbps to between 0.5-5mbps in the evening and sometimes in the day. 

I have a T200 package, I have a Super Hub 3 which is in Modem mode.

When I check service status in the area it says everything is fine, but when I click on the equipment test, it says there may be an issue affecting people in the area. The issues generally only happen when support lines are closed so it's very frustrating as I can't report it at the time. I'll post info from router now:

[danouk]

Downstream bonded channels

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

1	331000000	-0.7	38	256 qam	25
2	203000000	-1.5	38	256 qam	9
3	211000000	-1.4	38	256 qam	10
4	219000000	-1.9	38	256 qam	11
5	227000000	-2.2	38	256 qam	12
6	235000000	-1.9	38	256 qam	13
7	243000000	-2	38	256 qam	14
8	251000000	-2.5	38	256 qam	15
9	259000000	-2.2	38	256 qam	16
10	267000000	-2	38	256 qam	17
11	275000000	-2.5	38	256 qam	18
12	283000000	-2.7	38	256 qam	19
13	291000000	-2.2	38	256 qam	20
14	299000000	-1.5	38	256 qam	21
15	307000000	-0.7	38	256 qam	22
16	315000000	-0.9	40	256 qam	23
17	323000000	-1	38	256 qam	24
18	339000000	-0.4	40	256 qam	26
19	347000000	-1	38	256 qam	27
20	355000000	-1.2	40	256 qam	28
21	363000000	-0.7	40	256 qam	29
22	371000000	-1.5	40	256 qam	30
23	379000000	-2	38	256 qam	31
24	387000000	-1.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	46	0
2	Locked	38.6	49	8
3	Locked	38.6	28	0
4	Locked	38.6	43	0
5	Locked	38.6	37	0
6	Locked	38.6	52	0
7	Locked	38.9	46	0
8	Locked	38.9	114	0
9	Locked	38.6	50	0
10	Locked	38.9	33	0
11	Locked	38.6	62	0
12	Locked	38.6	71	0
13	Locked	38.6	43	0
14	Locked	38.6	66	0
15	Locked	38.9	75	0
16	Locked	40.3	48	0
17	Locked	38.9	77	0
18	Locked	40.3	38	0
19	Locked	38.9	63	0
20	Locked	40.3	53	0
21	Locked	40.3	33	0
22	Locked	40.3	52	0
23	Locked	38.9	65	0
24	Locked	38.9	35	0

[danouk]

Upstream bonded channels

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

1	46199831	43.8	5120	16 qam	3
2	53700370	43.8	5120	16 qam	2
3	60299525	44.3	5120	32 qam	1
4	39398992	43.5	5120	16 qam	4

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	7	0

[danouk]

Network Log
Time	Priority	Description
17/12/2021 23:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 22:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 23:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 20:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 15:21	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 19:01	critical	No Ranging Response received - T3 time-out;CM-MAC=4**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

[Icantcrabhere]

Your upstream modulation(QAM) is absolutely shot - all 4 should be locked to 64.
(so is mine, we're like twins)
Also quite a few "Partial service" errors in the log.

Looks like a noise issue.
That'll require a technician visit.
Going to have to wait for a member of staff to best advise/book one for you.

[danouk]

Thank you for the response, its much appreciated. I'll call tomorrow and try and arrange.

From what I'm hearing from others though they won't organise engineers whilst there's an issue in the area despite the fact its been 2 weeks and still haven't recognised the issue on the service status for us until we test equipment 

[danouk]

Internet down on the whole street since 1pm today. Yet another issue, 4th outage in past 2 weeks. Virgin has always been quite reliable until this, becoming utterly painful to try and work from home. 

Would welcome a response from someone at Virgin on this issue. 4 neighbours having the exact issues for weeks now and nothing is being communicated to us despite the issues being reported. 

[John_GS]

Hi @danouk

Thanks for posting and welcome to the community. Apologies for the low upload speed issue.

I've done a system check and you are affected by an SNR (signal to noise ratio).

The fault reference is F009497920. The estimated fix date is tomorrow at 3pm.

Please monitor the connection for me after this time and let us know if any issues.

Best,

[danouk]

Thanks for the reply. I heard from a neighbour that he has a fault reference for this now.

My BQM has been running for a few days now and can see the issues are between 8am and 8pm so I'll see if this gets better tomorrow.

Are the recent outages linked to this issue also as they're very localised mainly?

[danouk]

Okay so your 3pm deadline has passed, and no difference. 8pm the problems again kicked in.

Please see BQM data here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4ee4c4e04e161432dbff8e044862116b1e2bd480

Is there a new Fault Reference now or is that one extended and what is the ETA on a fix? I've seen multiple posts of fix dates just published and then being pushed back multiple times and this has been going on for weeks so please can you let me know what is being done to address these issues?