on 21-01-2022 21:47
For the past month, our internet has been on and off, and constant calls with virgin media seem to have accomplished nothing. our internet constantly disconnects at random times during the day, there seems to be no difference between ethernet and wireless connections. the maximum download speed we have seen is 100mbps. Customer support keeps informing us the issue will be fixed the next day, they have been saying this for 2 weeks. Here is a Broadband quality monitor I have set up to view our connection throughout the day and our upstream and downstream channels.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/abc9251d14e741bba1dab314425cfa799644a348-21-01-2022
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 235000000 | 7.8 | 36 | 256 qam | 13 |
2 | 139000000 | 8.1 | 35 | 256 qam | 1 |
3 | 147000000 | 8.5 | 35 | 256 qam | 2 |
4 | 155000000 | 8.6 | 35 | 256 qam | 3 |
5 | 163000000 | 8.5 | 35 | 256 qam | 4 |
6 | 171000000 | 8.5 | 35 | 256 qam | 5 |
7 | 179000000 | 8.3 | 35 | 256 qam | 6 |
8 | 187000000 | 8 | 35 | 256 qam | 7 |
9 | 195000000 | 7.9 | 36 | 256 qam | 8 |
10 | 203000000 | 7.8 | 36 | 256 qam | 9 |
11 | 211000000 | 8 | 36 | 256 qam | 10 |
12 | 219000000 | 7.8 | 36 | 256 qam | 11 |
13 | 227000000 | 8 | 36 | 256 qam | 12 |
14 | 243000000 | 8 | 36 | 256 qam | 14 |
15 | 251000000 | 7.5 | 36 | 256 qam | 15 |
16 | 259000000 | 7.8 | 36 | 256 qam | 16 |
17 | 267000000 | 7.9 | 36 | 256 qam | 17 |
18 | 275000000 | 7.5 | 36 | 256 qam | 18 |
19 | 283000000 | 7.8 | 36 | 256 qam | 19 |
20 | 291000000 | 7.8 | 36 | 256 qam | 20 |
21 | 299000000 | 8.1 | 36 | 256 qam | 21 |
22 | 307000000 | 7.8 | 36 | 256 qam | 22 |
23 | 315000000 | 7.6 | 36 | 256 qam | 23 |
24 | 323000000 | 7.6 | 36 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.3 | 243834 | 0 |
2 | Locked | 35.5 | 1711817 | 0 |
3 | Locked | 35.7 | 1256121 | 0 |
4 | Locked | 35.7 | 1081318 | 0 |
5 | Locked | 35.5 | 953272 | 0 |
6 | Locked | 35.5 | 841433 | 0 |
7 | Locked | 35.5 | 714310 | 0 |
8 | Locked | 35.7 | 603806 | 0 |
9 | Locked | 36.3 | 479157 | 0 |
10 | Locked | 36.3 | 442649 | 0 |
11 | Locked | 36.3 | 358284 | 0 |
12 | Locked | 36.6 | 304319 | 0 |
13 | Locked | 36.3 | 269069 | 0 |
14 | Locked | 36.3 | 218406 | 0 |
15 | Locked | 36.3 | 211122 | 0 |
16 | Locked | 36.6 | 171362 | 0 |
17 | Locked | 36.3 | 126231 | 0 |
18 | Locked | 36.6 | 113399 | 0 |
19 | Locked | 36.6 | 101742 | 0 |
20 | Locked | 36.6 | 98294 | 0 |
21 | Locked | 36.3 | 94343 | 0 |
22 | Locked | 36.6 | 92814 | 0 |
23 | Locked | 36.3 | 88192 | 0 |
24 | Locked | 36.6 | 89436 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 48.5 | 5120 | 64 qam | 6 |
2 | 46200033 | 49.3 | 5120 | 64 qam | 3 |
3 | 39400477 | 49 | 5120 | 64 qam | 4 |
4 | 32600098 | 48.8 | 5120 | 64 qam | 5 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 22-01-2022 16:52
on 22-01-2022 17:15
pre rs errors are through the roof - bqm is worse than awful
do a full reset - hold the button a good 30 sec - doubt if it will do anything but it gets it out of the way
that should also reset the rs errors to zero - if not do a reboot and post that page again if they rise
check all coax cables are good and all connections are tight
after that wait for VM - will flag the thread to try and get them here a little quicker
22-01-2022 18:00 - edited 22-01-2022 18:01
Maybe you have a device doing DoS?
When you have done the reset/reboot disable wifi and test by wire one device at a time as you run ping -t 194.168.4.100 to check your ping is low
on 22-01-2022 19:55
still no changes after a full reset, and the fibre cable seems to be tight.
on 22-01-2022 20:03
on 22-01-2022 20:05
@nmasood11 OK, right, you have done all about as much as you can, the claims from VM customer support (an oxymoron if ever I heard one) about fixes in the next day are simply lies to get you off the phone, but at least it closes the call and that’s the most important thing, certainly more important than a customer getting the service they pay for. Got to keep those stats up……!
As stated above those BQMs and error rates are horrendous, you have a connectivity/cabling issue. My advice is to call up and follow the ‘thinking of leaving us’ options where you have more chance of getting through to someone who can do something about it.
on 23-01-2022 12:56
Hi @nmasood11, thanks for your post although I'm really sorry that you've been having connectivity problems.
I've checked your account, and I can confirm that there is a congestion issue on the line.
A fault ticket has been raised for this, and the reference number is F009585712.
The estimated fix time for this, is tomorrow 24th January at 15:50 so please run further tests after tomorrow and if the congestion problem is resolved, everything should be back to normal again!
Please let me know if you need any further assistance.
Regards
on 25-01-2022 17:55
We are continuing to have to the same issues as before.
on 25-01-2022 18:34