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Edwardjr
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Poor Service - Area 03 (CR0)

Terrible service on my Vivid connection. Unable to stream or work from home using SSH.

I have rebooted the hub several times, unscrewed all of my coax and re tightened. 

Please see below my BQM, and router logs.

 

Annotation 2020-08-21 091224.jpg

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Edwardjr
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Re: Poor Service - Area 03 (CR0)

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

331000000

1

40

256 qam

25

2

235000000

-1.7

40

256 qam

13

3

243000000

-1.5

40

256 qam

14

4

251000000

-1

40

256 qam

15

5

259000000

-1

40

256 qam

16

6

267000000

-0.9

40

256 qam

17

7

275000000

-0.7

40

256 qam

18

8

283000000

-0.4

40

256 qam

19

9

291000000

-0.4

40

256 qam

20

10

299000000

-0.2

40

256 qam

21

11

307000000

0.2

40

256 qam

22

12

315000000

0.4

40

256 qam

23

13

323000000

0.7

40

256 qam

24

14

339000000

1.2

40

256 qam

26

15

347000000

1.2

40

256 qam

27

16

355000000

1.2

40

256 qam

28

17

363000000

1

40

256 qam

29

18

371000000

1.2

40

256 qam

30

19

379000000

1.5

40

256 qam

31

20

387000000

1.7

40

256 qam

32

21

395000000

1.9

40

256 qam

33

22

403000000

1.9

40

256 qam

34

23

411000000

2

40

256 qam

35

24

419000000

1.9

40

256 qam

36

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Edwardjr
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Re: Poor Service - Area 03 (CR0)

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53699971

5.7

5120

64 qam

10

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

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Edwardjr
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Re: Poor Service - Area 03 (CR0)

Network Log

Time

Priority

Description

21/08/2020 07:15:29

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/08/2020 09:54:8

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/08/2020 08:51:19

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/08/2020 13:10:21

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/08/2020 13:10:21

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/08/2020 06:53:49

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/08/2020 04:23:12

critical

No 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 7
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Re: Poor Service - Area 03 (CR0)

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

You will need an engineer visit to get it fixed.

You can contact VM to report your 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Edwardjr
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Re: Poor Service - Area 03 (CR0)

VM's response is to replace the hub.

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Jodi_S
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Re: Poor Service - Area 03 (CR0)

Hi Edwardjr,

 

Welcome to our community and thanks for posting, sorry to hear you're having issues wit our internet services, we understand the frustration caused when issues occur.

 

Looking remotely from our end with the details you have provided from your community profile we can see there is an upstream power level  issue we need to address. 

 

 Form your last post you advised a new router would resolved this?

 

Is this what our team advised? If so have they ordered this for you and given you a date when it will arrive?

 

Please let us know of the above so we can assist you further.

 

Kind regards Jodi

 

 

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