on 20-08-2021 06:20
Note I made a subject about 10 hours ago, and it never appeared, not sure if I disconnected at the time of posting, so if my other one shows up moderators feel free to delete it.
Let me preface by saying that I've contacted customer service on the phone twice.
First time the guy was very unhelpful and tried to sell me a higher package for 15 minutes instead of helping with my issue and when I actually pushed back against the upselling he decided to do a "test" that lasted of all of 30 seconds and tell me it should be fine and then ended the call.
The second time was a bit more helpful, but didn't actually help with anything. This was today, and I'm still getting drop-outs and low upload speeds.
These issues have been going on for close to 3 weeks, maybe a month now. I do a lot of video call teaching, so it's pretty vital for me to have a decent upload. If you need me to provide everything else, then let me know.
ownstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | -5.2 | 37 | 256 qam | 1 |
2 | 147000000 | -5.4 | 38 | 256 qam | 2 |
3 | 155000000 | -5.4 | 37 | 256 qam | 3 |
4 | 163000000 | -5.7 | 37 | 256 qam | 4 |
5 | 171000000 | -6 | 38 | 256 qam | 5 |
6 | 179000000 | -6.2 | 38 | 256 qam | 6 |
7 | 187000000 | -6.4 | 38 | 256 qam | 7 |
8 | 195000000 | -6.7 | 37 | 256 qam | 8 |
9 | 203000000 | -7.2 | 37 | 256 qam | 9 |
10 | 211000000 | -7.5 | 37 | 256 qam | 10 |
11 | 219000000 | -7.7 | 34 | 256 qam | 11 |
12 | 227000000 | -8 | 33 | 256 qam | 12 |
13 | 235000000 | -8.5 | 37 | 256 qam | 13 |
14 | 243000000 | -9 | 37 | 256 qam | 14 |
15 | 251000000 | -9 | 37 | 256 qam | 15 |
16 | 259000000 | -9.2 | 37 | 256 qam | 16 |
17 | 267000000 | -9.4 | 37 | 256 qam | 17 |
18 | 275000000 | -9.7 | 37 | 256 qam | 18 |
19 | 283000000 | -10 | 37 | 256 qam | 19 |
20 | 291000000 | -10 | 37 | 256 qam | 20 |
21 | 299000000 | -10 | 36 | 256 qam | 21 |
22 | 307000000 | -10.2 | 36 | 256 qam | 22 |
23 | 315000000 | -10.5 | 36 | 256 qam | 23 |
24 | 323000000 | -10.7 | 36 | 256 qam | 24 |
Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 626006 | 182586 |
2 | Locked | 38.6 | 116422 | 15212 |
3 | Locked | 37.6 | 353389 | 80863 |
4 | Locked | 37.6 | 629877 | 172849 |
5 | Locked | 38.6 | 16127 | 4413 |
6 | Locked | 38.6 | 445241 | 92393 |
7 | Locked | 38.6 | 196237 | 30141 |
8 | Locked | 37.6 | 16494 | 115 |
9 | Locked | 37.6 | 4328 | 114 |
10 | Locked | 37.6 | 3393 | 104 |
11 | Locked | 34.3 | 37482 | 206 |
12 | Locked | 33.4 | 276174 | 141 |
13 | Locked | 37.6 | 9873 | 74 |
14 | Locked | 37.3 | 1759 | 59 |
15 | Locked | 37.3 | 742 | 60 |
16 | Locked | 37.3 | 913 | 54 |
17 | Locked | 37.3 | 10480 | 60 |
18 | Locked | 37.6 | 2088 | 44 |
19 | Locked | 37.3 | 758 | 52 |
20 | Locked | 37.3 | 474 | 62 |
21 | Locked | 36.6 | 1998 | 65 |
22 | Locked | 36.6 | 624 | 62 |
23 | Locked | 36.3 | 325 | 75 |
24 | Locked | 36.3 | 366 | 110 |
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 46.3 | 5120 | 64 qam | 1 |
2 | 39400000 | 45 | 5120 | 64 qam | 4 |
3 | 46200000 | 45.3 | 5120 | 64 qam | 3 |
4 | 53700000 | 45.8 | 5120 | 64 qam | 2 |
Upstream bonded channelsChannel 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 |
20/08/2021 02:46:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 21:22:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 19:37:35 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 19:37:31 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 19:25:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 19:25:10 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 19:22:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 19:17:53 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 18:18:54 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:14:15 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:13:11 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:11:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:10:28 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:10:20 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:08:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:06:50 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:06:6 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:06:2 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:04:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/08/2021 16:04:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 20-08-2021 10:00
Your downstream signal levels are far too low.
This is a fault that requires a technician visit to correct. Call it in to 150 as a fault.
on 20-08-2021 11:42
Hi @Lokíí
Thanks for posting. Apologies for the broadband issues. Yeah the downstream are all out of spec so needs a tech
I'll send you a PM now to assist further
Kind regards,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 20-08-2021 13:33
@john_cs is this normal for mods to by pass other issues ?? I’m currently paying good money for a service with issues
on 20-08-2021 15:27
Hi @Lokíí
Thanks for joining me on PM
Just to confirm the engineer visit was booked in.
This can be tracked in your online account
Let us know how the visit goes
Kind regards,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 21-08-2021 19:22
Technician came out this morning and stated there was nothing that he could do until a new line was fitted. Just wondering if i have to do any further steps?
on 23-08-2021 19:34
Hi Lokíí,
Thanks so much for updating us with the visit. Apologies that we are unable to do anything until the new cable has been fitted. Looking remotely from our end this has already been booked in for you.
It will be a 2-man crew that is going to attend to get this job done. You can check your online account for this appointment and time here.
Kind regards Jodi.
on 23-08-2021 21:07
Thanks. I just checked it out, and I just want to make sure the appointment is correct as it's stating that it's for TV Service, but that's obviously not the issue.
Just making sure no one is wasting any more time here.
on 26-08-2021 08:44
on 02-09-2021 19:43
Got the new cable fitted today these are my current router statistics:
1 | 139000000 | 0.5 | 38 | 256 qam | 1 |
2 | 147000000 | 0.4 | 38 | 256 qam | 2 |
3 | 155000000 | 0.4 | 38 | 256 qam | 3 |
4 | 163000000 | 0.2 | 38 | 256 qam | 4 |
5 | 171000000 | 0 | 38 | 256 qam | 5 |
6 | 179000000 | -0.2 | 38 | 256 qam | 6 |
7 | 187000000 | -0.4 | 38 | 256 qam | 7 |
8 | 195000000 | -0.7 | 38 | 256 qam | 8 |
9 | 203000000 | -1 | 38 | 256 qam | 9 |
10 | 211000000 | -1.4 | 38 | 256 qam | 10 |
11 | 219000000 | -1.5 | 38 | 256 qam | 11 |
12 | 227000000 | -1.7 | 38 | 256 qam | 12 |
13 | 235000000 | -2 | 38 | 256 qam | 13 |
14 | 243000000 | -2.5 | 38 | 256 qam | 14 |
15 | 251000000 | -2.5 | 38 | 256 qam | 15 |
16 | 259000000 | -2.7 | 38 | 256 qam | 16 |
17 | 267000000 | -2.9 | 38 | 256 qam | 17 |
18 | 275000000 | -3.2 | 38 | 256 qam | 18 |
19 | 283000000 | -3.5 | 38 | 256 qam | 19 |
20 | 291000000 | -3.4 | 38 | 256 qam | 20 |
21 | 299000000 | -3.5 | 38 | 256 qam | 21 |
22 | 307000000 | -3.5 | 38 | 256 qam | 22 |
23 | 315000000 | -4 | 38 | 256 qam | 23 |
24 | 323000000 | -4.2 | 38 | 256 qam | 24 |
1 | Locked | 38.6 | 29 | 0 |
2 | Locked | 38.9 | 28 | 0 |
3 | Locked | 38.9 | 44 | 0 |
4 | Locked | 38.6 | 26 | 0 |
5 | Locked | 38.9 | 24 | 0 |
6 | Locked | 38.6 | 16 | 0 |
7 | Locked | 38.9 | 15 | 0 |
8 | Locked | 38.9 | 26 | 0 |
9 | Locked | 38.9 | 31 | 0 |
10 | Locked | 38.6 | 40 | 0 |
11 | Locked | 38.9 | 42 | 0 |
12 | Locked | 38.9 | 50 | 0 |
13 | Locked | 38.9 | 48 | 0 |
14 | Locked | 38.9 | 52 | 0 |
15 | Locked | 38.9 | 61 | 0 |
16 | Locked | 38.6 | 56 | 0 |
17 | Locked | 38.6 | 85 | 0 |
18 | Locked | 38.6 | 116 | 0 |
19 | Locked | 38.6 | 117 | 0 |
20 | Locked | 38.9 | 119 | 0 |
21 | Locked | 38.6 | 132 | 0 |
22 | Locked | 38.9 | 126 | 0 |
23 | Locked | 38.6 | 154 | 0 |
24 | Locked | 38.6 | 204 | 0 |
60300283 | 41 | 5120 | 64 qam | 1 | |
2 | 39400263 | 39.8 | 5120 | 64 qam | 4 |
3 | 53700356 | 40.5 | 5120 | 64 qam | 2 |
4 | 46200292 | 40.3 | 5120 | 64 qam | 3 |
1 | ATDMA | 0 | 0 | 0 | |
2 | ATDMA | 0 | 0 | 0 | |
3 | ATDMA | 0 | 0 | 0 | |
4 | ATDMA | 0 | 0 | 0 |
02/09/2021 09:00:7 | critical | Received 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; |
02/09/2021 08:57:36 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 08:57:35 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 08:57:35 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 08:57:35 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 08:57:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 07:31:47 | critical | Received 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; |
02/09/2021 07:27:50 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 07:27:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 07:27:49 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 07:27:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 07:27:48 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 07:27:47 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 07:27:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/09/2021 03:40:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |