on 04-03-2024 09:15
Hello all,
Little bit of history to this:
I ran a ping continuously during my working hours for a while:
217512 packets transmitted, 216539 packets received, 1% packet loss
round-trip min/avg/max/stddev = 20.327/144.534/168586.567/2731.208 ms
We're a household of two, with me working online full-time and my partner part-time. I haven't had a single meeting where my connection didn't falter for months. I assume we need another tech visit, but I wanted to check if someone here in the Community may know a quick fix.
Here's the Downstream channels/Upstream channels:
3.0 Downstream channels
1 | 339000000 | 3.8 | 41 | QAM 256 | 26 |
2 | 139000000 | 7.9 | 42 | QAM 256 | 1 |
3 | 147000000 | 7.7 | 42 | QAM 256 | 2 |
4 | 155000000 | 7.2 | 42 | QAM 256 | 3 |
5 | 163000000 | 7 | 42 | QAM 256 | 4 |
6 | 171000000 | 6.8 | 42 | QAM 256 | 5 |
7 | 179000000 | 6.6 | 42 | QAM 256 | 6 |
8 | 187000000 | 6.4 | 42 | QAM 256 | 7 |
9 | 195000000 | 6.3 | 42 | QAM 256 | 8 |
10 | 203000000 | 6.2 | 42 | QAM 256 | 9 |
11 | 211000000 | 6.3 | 42 | QAM 256 | 10 |
12 | 219000000 | 6 | 42 | QAM 256 | 11 |
13 | 227000000 | 5.5 | 42 | QAM 256 | 12 |
14 | 235000000 | 5.4 | 42 | QAM 256 | 13 |
15 | 243000000 | 5.3 | 42 | QAM 256 | 14 |
16 | 251000000 | 5.2 | 42 | QAM 256 | 15 |
17 | 259000000 | 5.1 | 42 | QAM 256 | 16 |
18 | 267000000 | 4.9 | 42 | QAM 256 | 17 |
19 | 275000000 | 5 | 42 | QAM 256 | 18 |
20 | 283000000 | 4.7 | 42 | QAM 256 | 19 |
21 | 291000000 | 4.7 | 42 | QAM 256 | 20 |
22 | 299000000 | 4.7 | 42 | QAM 256 | 21 |
23 | 307000000 | 4.3 | 42 | QAM 256 | 22 |
24 | 315000000 | 4.1 | 42 | QAM 256 | 23 |
25 | 323000000 | 3.8 | 42 | QAM 256 | 24 |
26 | 331000000 | 3.8 | 42 | QAM 256 | 25 |
27 | 347000000 | 3.3 | 42 | QAM 256 | 27 |
28 | 355000000 | 3.1 | 42 | QAM 256 | 28 |
29 | 363000000 | 2.9 | 42 | QAM 256 | 29 |
30 | 371000000 | 3 | 42 | QAM 256 | 30 |
31 | 379000000 | 3 | 42 | QAM 256 | 31 |
3.0 Downstream channels
1 | Locked | 41 | 4565 | 356 |
2 | Locked | 42 | 8000 | 12643 |
3 | Locked | 42 | 17821 | 20925 |
4 | Locked | 42 | 6957 | 12741 |
5 | Locked | 42 | 7606 | 12778 |
6 | Locked | 42 | 15455 | 19353 |
7 | Locked | 42 | 8356 | 9717 |
8 | Locked | 42 | 11824 | 18977 |
9 | Locked | 42 | 10641 | 18950 |
10 | Locked | 42 | 6909 | 12701 |
11 | Locked | 42 | 9649 | 11911 |
12 | Locked | 42 | 13234 | 15580 |
13 | Locked | 42 | 11056 | 18517 |
14 | Locked | 42 | 11572 | 12441 |
15 | Locked | 42 | 22433 | 30843 |
16 | Locked | 42 | 13692 | 18750 |
17 | Locked | 42 | 11524 | 19042 |
18 | Locked | 42 | 10689 | 19976 |
19 | Locked | 42 | 10193 | 19189 |
20 | Locked | 42 | 14328 | 22472 |
21 | Locked | 42 | 11727 | 19007 |
22 | Locked | 42 | 13430 | 21602 |
23 | Locked | 42 | 15764 | 24335 |
24 | Locked | 42 | 15391 | 22157 |
25 | Locked | 42 | 18734 | 28262 |
26 | Locked | 42 | 20942 | 25748 |
27 | Locked | 42 | 24325 | 31251 |
28 | Locked | 42 | 18196 | 18036 |
29 | Locked | 42 | 23465 | 25822 |
30 | Locked | 42 | 30850 | 33392 |
31 | Locked | 42 | 19125 | 19517 |
3.1 Downstream channels
33 | 94 | 4K | 1840 | QAM 4096 | 1108 |
3.1 Downstream channels
33 | Locked | 41 | 1.0 | 894431631 | 198122 |
3.0 Upstream channels
0 | 49600000 | 45 | 5120 | QAM 64 | 1 |
1 | 43100000 | 44.5 | 5120 | QAM 64 | 2 |
2 | 36600000 | 44.3 | 5120 | QAM 64 | 3 |
3 | 30100000 | 43.8 | 5120 | QAM 64 | 4 |
4 | 23600000 | 43.3 | 5120 | QAM 64 | 5 |
3.0 Upstream channels
0 | ATDMA | 0 | 162 | 36 | 0 |
1 | ATDMA | 0 | 162 | 40 | 0 |
2 | ATDMA | 0 | 162 | 36 | 0 |
3 | ATDMA | 0 | 162 | 36 | 0 |
4 | ATDMA | 0 | 162 | 36 | 0 |
3.1 Upstream channels
6 | 11 | 41.0 | 2K | QAM 256 |
3.1 Upstream channels
6 | OFDMA | 220 | 74000000 | 0 | 0 |
on 04-03-2024 10:07
There are hard errors (Post RS) across all of the Downstream channels, if a conf call was connected over UDP that could result in some video and audio breakup. The Upstream channels looks OK.
This could be a local fault in your street, it might be worth a call to 0800 561 0061 to see if the automated fault reporting service has logged any issues.
A restart of the VM Hub to clear the error counts would make it easier to see if the Downstream service issue is still present or has cleared.
on 05-03-2024 10:17
Thanks for the advice. There were no local faults reported, but the tool in the VM app suggested a factory reset. Afterwards the connection was stable and no hard errors anymore, although the Pre-RS errors start piling up on half the channels - not sure what the going rate for those is, but since 4pm yesterday only channels 2 and 3 didn't have any Pre-RS errors, with the lower channels now hanging at around 400.
But so far, the error correction is holding up - I hope it stays that way
on 05-03-2024 17:25
Aaaand here we go again. Pretty much 24 hours later:
3.0 Downstream channels
1 | Locked | 42 | 231 | 0 |
2 | Locked | 42 | 0 | 0 |
3 | Locked | 42 | 0 | 0 |
4 | Locked | 42 | 1 | 0 |
5 | Locked | 42 | 4 | 0 |
6 | Locked | 42 | 3 | 0 |
7 | Locked | 42 | 5 | 0 |
8 | Locked | 42 | 219 | 740 |
9 | Locked | 42 | 225 | 649 |
10 | Locked | 42 | 1397 | 1802 |
11 | Locked | 42 | 1388 | 1643 |
12 | Locked | 42 | 22 | 0 |
13 | Locked | 42 | 276 | 822 |
14 | Locked | 42 | 40 | 0 |
15 | Locked | 42 | 50 | 0 |
16 | Locked | 42 | 246 | 806 |
17 | Locked | 42 | 133 | 194 |
18 | Locked | 42 | 93 | 181 |
19 | Locked | 42 | 52 | 4 |
20 | Locked | 42 | 128 | 279 |
21 | Locked | 42 | 204 | 215 |
22 | Locked | 42 | 203 | 189 |
23 | Locked | 42 | 269 | 254 |
24 | Locked | 42 | 295 | 237 |
25 | Locked | 42 | 358 | 261 |
26 | Locked | 40 | 354 | 269 |
27 | Locked | 42 | 469 | 256 |
28 | Locked | 42 | 547 | 274 |
29 | Locked | 42 | 624 | 217 |
30 | Locked | 42 | 554 | 248 |
31 | Locked | 42 | 606 | 208 |
modem lost sync repeatedly.
on 05-03-2024 19:59
Noise by a faulty amp
on 05-03-2024 21:28
Thank you, that’s surprisingly specific. I know what an amp is, but a bit more context would be helpful. I assume that’s an upstream part that VM needs to have a look at on their end? Any suggestion how I can reach someone in support that doesn’t a) ignore it because it deviates from their script or b) ignores it because who trusts customers that try and look for solutions on their own or c) ignores It because they’ve never heard of it before themselves?
It’s getting a wee bit embarrassing that I constantly have to apologise for dropping out of meetings…
on 05-03-2024 21:51
it does strike me that everyone who has commented on here has missed the obvious, and I quote
”
So the problems seemed to have started after the cable was ‘fixed’ following it being cut. Surely the most likely explanation is that the ‘cable fix’ hasn’t been done properly and it is introducing noise into the connection?
on 06-03-2024 09:00
We had some mild issues after switching from 500 to 1gig, just nowhere near the scale of what we have now. I think I'm gonna try the support chat, although I don't have high hopes.
on 08-03-2024 16:15
Hi @Mendorian
Thanks for posting and welcome back to the community.
Apologies for any service issues, I can see you've got a tech visit booked in since posting, please let us know how it goes.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 11-03-2024 15:28
Hi @John_GS,
Thanks for the reply. I could indeed do with your help, maybe it will save me another long call.
TL;DR: Engineer says the patched up cable is at fault and a new drop cable needs to be installed from cabinet to the house. I'm at the end of my tether. Can you help without me having curse at the chat bot and wait for a support agent with a fringe case that is far outside of what their script allows them to deal with?
The long explanation and what has happened since my last post:
I had a WhatsApp support chat on Thursday. The agent confirmed that our modem disconnected 107 times in the last two weeks alone. He boosted the amplifier output, which actually helped a bit and made the connection more stable, but we were still seeing large ping spikes and lost packets, just less disconnects and ranging issues. He then said he'd book us an engineer in for Friday morning to replace our Hub and have a look at the amp.
On Friday, no engineer. I check my scheduled appointments, nothing is listed. I call the complaints hotline, pre-empted what followed with "I know this is not your fault, but I have to vent" and explained to the gentleman there all the issues over the last 3 months. He then promised to send me someone to do what the other support agent promised, with an appointment from 1pm to 6pm. That was on Friday. I am working from home full-time and re-arranged what meetings I had to Monday morning, with the exception of one meeting at 2pm. I mention that for a reason.
This morning, at at 11am, I see two missed calls. Turns out it was the engineer who wanted to drop by. I texted him and told him I was expecting him from 1pm, just had a meeting at 2pm, but was otherwise happy to welcome him whenever. The engineer was very confused because apparently the only note he had on the system was to check the street cabinet connected to us.
Of course he arrived at 2pm, just after my meeting started, and chatted with my partner, who knows where things are switched on and off, but not much more, and the engineer had no idea what he was supposed to do.
Once I'm done with the meeting I send the engineer a long text message and explain the situation. He actually turns around and we have a chat at the door. I explain the situation to him, he looks at the cable (which was, a couple months ago, ripped out of the ground and destroyed together with our fence when a stolen car crashed into our garden... seriously) and was then patched up by a VM engineer.
SO, finally:
He says we need a new drop cable from the cabinet to the house. Noise is probably introduced where the cable was patched together.
This is all I have now. Could you, pretty please with a cherry on top, point whoever needs to read this to get a new drop cable drawn from the cabinet to our house?