on 17-12-2021 23:43
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:
on 17-12-2021 23:44
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 |
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 |
on 17-12-2021 23:45
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 |
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 |
on 17-12-2021 23:50
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 |
on 18-12-2021 01:48
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.
on 18-12-2021 20:41
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
on 19-12-2021 18:55
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.
on 21-12-2021 20:02
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,
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on 21-12-2021 22:47
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?
on 22-12-2021 23:12
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?