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SNR issues for weeks, now upstream power levels bad. Internet unusable today.

I raised a formal complaint in July because my Hub was regularly cycling round and round as if it was just constantly rebooting.

Had an engineer round in September who confirmed there was no issue with the Hub, or any equipment in my apartment. He removed the 10dB Forward Path Attenuator and 6dB Wideband Attenuator that were previously connected between the incoming cable and the Hub. Told me there was an SNR issue on the network somewhere and asked for a network monitor for 3 days. Not heard anything since this visit.

The problem did not go away, and still hasn't. 

Today the connection has been totally unstable and unusable since at least 9am and ongoing currently. Am experiencing between 5% and 100% packet loss, and total loss of internet for a few seconds at a time, as well as wildly varying download speeds from the full 200mbps to 40-65mbps. Upload speed varying between the full 20mbps ish and zero.

Spent hours chatting to somebody on the Live Chat facility, to be told that my 'upstream power levels are bad' and that he could see my Hub regularly losing connection. Unfortunately he was unable to do anything at all apparently, and that I had to call somebody to explain this to them all over again right from the start. 

Suffice to say I didn't stay on hold waiting for longer than 15mins, don't really see why I should keep contacting you despite having 1) an open complaint that is over 3 months old and 2) you having confirmed there is an issue with your network. 

There is zero chance that I'm going to wait on hold for 1hr+ so thought I'd post here as a last resort. 

I wasn't going to bother referring my complaint to the ombudsman, but I probably will now given the debacle today which has seriously disrupted both my and my partner's ability to work from home. No doubt tomorrow will be the same given that nobody seems to be bothering to look into this.

 

EDITED to add that at least two of my neighbours in the same building confirmed to have the same issues at the same times that I do. 

 

 

  

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Alessandro Volta
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Re: SNR issues for weeks, now upstream power levels bad. Internet unusable today.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: SNR issues for weeks, now upstream power levels bad. Internet unusable today.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/19217b4eebfedf1fb47059fdb313a9c424...


Downstream

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

14027500003.740256 qam30
22027500001.738256 qam9
32107500001.538256 qam10
42187500001.738256 qam11
52267500001.938256 qam12
62347500001.738256 qam13
72427500001.738256 qam14
82507500001.738256 qam15
92587500001.538256 qam16
102667500001.738256 qam17
112747500001.938256 qam18
122827500002.238256 qam19
132907500002.438256 qam20
142987500002.538256 qam21
153067500002.540256 qam22
163147500002.538256 qam23
173227500002.738256 qam24
183307500002.738256 qam25
193707500003.540256 qam26
203787500003.538256 qam27
213867500003.540256 qam28
223947500003.540256 qam29
234107500003.540256 qam31
244187500003.540256 qam32



Downstream bonded channels

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

1Locked40.370
2Locked38.960
3Locked38.690
4Locked38.960
5Locked38.650
6Locked38.950
7Locked38.660
8Locked38.650
9Locked38.960
10Locked38.650
11Locked38.920
12Locked38.950
13Locked38.950
14Locked38.950
15Locked40.350
16Locked38.950
17Locked38.960
18Locked38.930
19Locked40.960
20Locked38.960
21Locked40.3150
22Locked40.970
23Locked40.350
24Locked40.380

 

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Re: SNR issues for weeks, now upstream power levels bad. Internet unusable today.

Upstream

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

5.1

5120

32 qam

2

2

25800000

5.1

5120

32 qam

4

3

32600000

5.1

5120

32 qam

3

4

46200000

5.1

5120

32 qam

1

 

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

0

0

 

Network log

Network Log

Time

Priority

Description

26/10/2020 17:31:39

critical

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

26/10/2020 17:31:38

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 17:27:39

critical

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

26/10/2020 17:27:39

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 17:26:19

critical

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

26/10/2020 17:26:19

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 17:24:59

critical

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

26/10/2020 17:24:59

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 17:22:19

critical

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

26/10/2020 17:22:19

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 17:13:0

critical

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

26/10/2020 17:13:0

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 17:07:41

critical

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

26/10/2020 17:07:41

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 17:05:1

critical

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

26/10/2020 17:05:1

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 17:03:41

critical

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

26/10/2020 17:03:41

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/10/2020 17:02:21

critical

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

26/10/2020 17:02:21

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: SNR issues for weeks, now upstream power levels bad. Internet unusable today.

Your >> BQM << needs a few more hours to give any kind of picture.

Your Upstream Power Levels are maxed out and they are running at 32 QAM, they should be 64 QAM.

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

5.1

5120

32 qam

2

2

25800000

5.1

5120

32 qam

4

3

32600000

5.1

5120

32 qam

3

4

46200000

5.1

5120

32 qam

1

 

These will require an engineer to put right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: SNR issues for weeks, now upstream power levels bad. Internet unusable today.

Do you mean, an engineer to visit my house? That would be disappointing if so, given that an engineer already did that and said everything was good inside my property!

 

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Re: SNR issues for weeks, now upstream power levels bad. Internet unusable today.

The engineer would possibly need access.

Things change, if they didn't you wouldn't be here with the problem you are having.

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: SNR issues for weeks, now upstream power levels bad. Internet unusable today.

There has been an issue with stability for 3 months, with a network fault confirmed by the Virgin engineer 5 weeks ago. Hard to believe that this fault was magically fixed and now it's a totally different issue, when in reality the problem has never gone away - just varied by how tolerable it is.

Called in as you suggested, to eventually get a recording telling me that "due to Coronavirus", the call centres are closed. 

Don't really see why I should constantly try to hassle VM to address the problem to be honest, they have been aware of it for 3 months but are seemingly doing absolutely nothing about it. There are probably 10 other customers in this building suffering from the same issue.

Posting here was really a last resort and I'm pretty much giving up now.

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Re: SNR issues for weeks, now upstream power levels bad. Internet unusable today.

Try again in the morning.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: SNR issues for weeks, now upstream power levels bad. Internet unusable today.

Yet another 1 hour call, via two different people and eventually to somebody in Sheffield ('Kate') who was very rude and made it out as if she was doing me a favour by escalating the fault to the local manager. When I told her I had already escalated a complaint which was now in ombudsman territory, she said I was wrong and didn't understand the process!! Amazing.

Not holding out any hope whatsoever, if they haven't fixed the issue in 3 months, I expect it's unlikely they will fix it any time soon.

Has anybody ever had any success getting money back for ongoing issues like this, or been able to terminate the contract early to move to a different provider?

 

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