Virgin Media Community

[scotsd]

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!

Downstream bonded channels

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

Downstream bonded channels

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

Upstream bonded channels

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

Upstream bonded channels

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

[jbrennand]

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.

[scotsd]

Hi, thanks for the reply!

Happy to start from the blank sheet. I did a power down and back up as suggested. Used the time to check the cabling again. All the same amount of finger tight as they were a few days back.

Cabling all kink free and no damage seen to my front door. Top floor flat here and cabling runs to a cable closet then down a few floors; can't comment on any of that cable.

Will set myself an alarm for the next few hours to try and grab logs.

Cheers,
Dave

[Gareth_L]

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

[Carley_S]

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.