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Ryno007
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Message 1 of 20
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Regular dropouts and poor speeds

Since April I have been having ongoing issues with connection.

I finally managed to get through to support online and a new modem was shipped. All replaced and for a couple of days fine before back to issues then the national outage occurred.  After that was resolved I had a couple of weeks of good service before all downhill again and I've not been able to get through to support since, multiple online requests just blackholed and no responses.

I have a document 14 pages long recording outages and poor speed, and they are just those that I have managed to record, nowhere near conclusive.

It appears I can't upload a document though.

I am now sick and tired of this and it's costing me and my wife money!

I want it resolved ASAP!

I normally use in modem mode but I have switched to router mode (amazingly poor) and using a mix of wifi and ethernet.  When I have the issues it is across all devices! Service status for the area (30) always shows no issues and tests always come back no problems.

All connections and cabling are good and firm!

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gary_dexter
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Message 2 of 20
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Re: Regular dropouts and poor speeds

Posting some stats would help.

Post back the Network, Upstream and Downstream logs from the hub admin pages 


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Ryno007
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Re: Regular dropouts and poor speeds

Is this what you are look for from the Advanced Settings, Tools, Network Status Page?

Downstream bonded channels

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

1187000000-1.938256 qam7
2139000000-2.936256 qam1
3147000000-3.237256 qam2
4155000000-2.937256 qam3
5163000000-2.738256 qam4
6171000000-2.438256 qam5
7179000000-2.438256 qam6
8195000000-1.538256 qam8
9203000000-1.438256 qam9
10211000000-1.238256 qam10
11219000000-0.738256 qam11
12227000000-0.938256 qam12
13235000000-138256 qam13
14243000000-1.238256 qam14
15251000000-1.238256 qam15
16259000000-1.238256 qam16
17267000000-138256 qam17
18275000000-0.538256 qam18
19283000000-0.238256 qam19
20291000000038256 qam20
212990000000.238256 qam21
223070000000.738256 qam22
233150000000.738256 qam23
243230000000.938256 qam24



Downstream bonded channels

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

1Locked38.6144528663255192
2Locked36.36348575038541950
3Locked37.3315751298992315
4Locked37.6165337155079860
5Locked38.6165099574912076
6Locked38.6155552344383013
7Locked38.9149088633504799
8Locked38.9138673923025143
9Locked38.6128463252598873
10Locked38.9115148462043954
11Locked38.9114315021816475
12Locked38.9126712812238794
13Locked38.9127284732089049
14Locked38.6113766871619243
15Locked38.6105523771391953
16Locked38.6102814721219324
17Locked38.6100442731130906
18Locked38.99356656990383
19Locked38.98567428837890
20Locked38.97596815668322
21Locked38.96664534539343
22Locked38.95413586397984
23Locked38.64943268362678
24Locked38.94274672325543

 

Upstream bonded channels

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

1393999445.1512064 qam2
2258000204.675512064 qam4
3325998825.1512064 qam3
4462000155.1512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Will post network separately

 

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Ryno007
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Re: Regular dropouts and poor speeds

Network Log

Time Priority Description

01/07/2020 18:49:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:49:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:47:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:47:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:45:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:45:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:45:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:45:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:45:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:45:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:41:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:40:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:36:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:36:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:36:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:36:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:35:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:35:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:35:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 18:34:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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gary_dexter
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Message 5 of 20
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Re: Regular dropouts and poor speeds

Your upstream levels are too high and there’s too much noise on the downstream.

You'll need an engineer visit. 


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Ryno007
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Message 6 of 20
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Re: Regular dropouts and poor speeds

Can that be arranged through these forums?

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Ryno007
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How do I get an engineer visit

Ok, so I am following up on my previous query as it seems to have gone dead.

Lots of outages and Facebook page directed me here to get a resolution as quicker and 'account access'.

So it appears I have an isuue as stated by one of the techs on here and I need an engineer visit.

How can I get an engineer out to resolve this...

Previous post in link.

https://community.virginmedia.com/t5/Speed/Regular-dropouts-and-poor-speeds/m-p/4313264#M233961

 

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jbrennand
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Message 8 of 20
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Re: How do I get an engineer visit

That thread was only yesterday! VM staff can take 2 or 3 days on here to get to posts. So in the meantime - call it in and explain what has been said on there and see what they do

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Ryno007
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Re: How do I get an engineer visit

Maybe so but my post was answered quickly yesterday and I am not dropping the throttle on this, I've been messed around enough already.

Have you tried contacting directly, that's why I have ended up here!

 

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gary_dexter
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Message 10 of 20
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Re: How do I get an engineer visit

Don’t make duplicate post and don’t bump threads.

It’s against forum rules.


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