on 24-03-2022 15:31
Having exhausted all the resources I can find, I turn to the forums for help. I have been in contact with Virgin directly several times since the turn of the year including a recent package resize (dropped TV and phone, switched to just internet; got my volt upgrade) and am running M350. Or should be.
Poor internet speeds, high latency & regular packet have been plaguing me on and off this year but have been atrocious the last couple of weeks. I've done all the usual in house activities. Checked the cabling, re-seated everything, checked my hardware to make sure there is nothing underlying. All to no avail.
I DO have an engineer in the books for mid April (my first date I can guarantee availability) however the issue still feels like it's something outside of what I expect said engineer will come and do (notably - probably what I've just done) and feels more like an external environmental problem based on the strange pattern and evidence - especially given the 3 times someone has checked my router from Virgin already this year they've advised everything is absolutely fine with the kit.
So, here I am. Upload and download logs to follow. Network log I likely won't paste here but safe to say it's full of RCS Partial Service & MDD Timeouts. (Internet is of course showing Partial for DS too).
I also signed up to thinkbroadband and set up one of their monitors. Below is typical for most days over the last couple weeks. (Yes, I should sleep more, you're right!)
Thanks in advance!
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 363000000 | -7.7 | 34 | 256 qam | 29 |
2 | 267000000 | -6.2 | 36 | 256 qam | 17 |
3 | 275000000 | -6.9 | 35 | 256 qam | 18 |
4 | 283000000 | -6.9 | 35 | 256 qam | 19 |
5 | 291000000 | -6.7 | 35 | 256 qam | 20 |
6 | 299000000 | -6.7 | 35 | 256 qam | 21 |
7 | 307000000 | -6.7 | 33 | 256 qam | 22 |
8 | 315000000 | -7 | 32 | 256 qam | 23 |
9 | 323000000 | -7 | 31 | 256 qam | 24 |
10 | 331000000 | -7 | 29 | 256 qam | 25 |
11 | 339000000 | -7.2 | 26 | 256 qam | 26 |
12 | 347000000 | -7.5 | 25 | 256 qam | 27 |
13 | 355000000 | -7.7 | 30 | 256 qam | 28 |
14 | 371000000 | -7.9 | 37 | 256 qam | 30 |
15 | 379000000 | -8 | 36 | 256 qam | 31 |
16 | 387000000 | -8.2 | 37 | 256 qam | 32 |
17 | 403000000 | -8.2 | 35 | 256 qam | 34 |
18 | 411000000 | -7.9 | 36 | 256 qam | 35 |
19 | 419000000 | -8 | 35 | 256 qam | 36 |
20 | 427000000 | -8.4 | 35 | 256 qam | 37 |
21 | 435000000 | -8.5 | 36 | 256 qam | 38 |
22 | 443000000 | -8.5 | 37 | 256 qam | 39 |
23 | 451000000 | -8.2 | 37 | 256 qam | 40 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 34.9 | 203112 | 11110 |
2 | Locked | 36.3 | 13144 | 15045 |
3 | Locked | 35.7 | 18856 | 15550 |
4 | Locked | 35 | 30816 | 24422 |
5 | Locked | 35.7 | 23146 | 23027 |
6 | Locked | 35 | 45175 | 16105 |
7 | Locked | 33.9 | 7528063 | 18872 |
8 | Locked | 32.3 | 106458247 | 19598 |
9 | Locked | 31.6 | 212370863 | 21348 |
10 | Locked | 29 | 892615152 | 1292069 |
11 | Locked | 26.5 | -1679822085 | 1751608912 |
12 | Locked | 25.6 | 9699916 | 64355747 |
13 | Locked | 30.4 | 1031296128 | 17334 |
14 | Locked | 37.6 | 14240 | 22028 |
15 | Locked | 36.6 | 10135 | 48581 |
16 | Locked | 37.3 | 16200 | 289629 |
17 | Locked | 35.7 | 4773 | 22617 |
18 | Locked | 36.3 | 4312 | 22866 |
19 | Locked | 35.5 | 9727 | 17573 |
20 | Locked | 35.5 | 8053 | 21615 |
21 | Locked | 36.6 | 8333 | 25929 |
22 | Locked | 37.3 | 3521 | 30092 |
23 | Locked | 37.6 | 1976 | 20364 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 51 | 5120 | 64 qam | 2 |
2 | 32600012 | 51 | 5120 | 64 qam | 5 |
3 | 39399988 | 51 | 5120 | 64 qam | 4 |
4 | 46200000 | 51 | 5120 | 64 qam | 3 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
24-03-2022 16:27 - edited 24-03-2022 16:30
Thats a dreadful connection - looks like noise getting in somewhere - I will flag for VM to take a look - in the meantime can we start from a blank sheet by doing this.....
Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes
When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
on 24-03-2022 17:06
on 24-03-2022 17:12
Hi scotsd
Thanks for your post
Sorry to hear about the issue with your service
Looking at the power levels we do need to get someone out
If you don't mind, I will need to send you a private message to pass security
If you can check the purple envelope top right of your screen that would be great
Regards
Gareth_L
on 27-03-2022 13:20
Hi @scotsd
Thank you for confirming the information on private message. Let us know how you get on with your tech appointment. Any further issues, please feel free to post back on this thread and we'll investigate further. If you need to cancel or reschedule you appointment for any reason, you can do so via your online account or the My Virgin Media app by 4pm the day before the appointment.