Continuing network problems

[syamaprasadpg]

Hi,

From the day it was installed my super hub was not able to give an un-interrupted net connection (I am talking about cases ranging from disconnections every 10 minutes to not able to connect for a couple of days during this period).

Initially both my tivo box and my super hub was connected to a socket in my hall. The hub suddenly stopped working and was out for a couple of days. After around 2-3 engineer visits they confirmed that the wiring to my house might be faulty. They connected my hub to another socket in my bedroom and my tivo to the original socket which occasionally connects to Internet!.

The hub connected to the socket in my bedroom gets disconnected every now and then and again after 2-3 engineer visits they told me that the power coming to my bedroom socket is sometimes too high and the power coming to my hall socket is always too low.

They connected an attenuator to the bedroom socket and told this will solve my issue. It didn't (it reduced the disconnections though) Then we tried swapping to a new hub. No use. I am still having a terrible Internet connection and my tivo is mostly offline.

The latest information was that they have booked a network engineer to look into my problem. But he will not come until mid of September. I got refunds in the last two bills after having long discussions with the customer care executives and waiting for hours on end at the phone line.

Is there anyway for virgin to consider this continuing issue while billing me until the network engineer gives me back a "real broadband". It is a headache to convince the techsupport / customer care everytime that everything that they can possibly think about is already done and I need a refund until the network engineer comes and rewire the box/ wiring to my house and fix my issue.

Can some one add an instruction to my account to this effect?

I am not sure if I can post my account details here. So if any one from virgin in these forums cares, I can give my details to them. 

[syamaprasadpg]

Some sample errors from my "wonderful broadband" below

Event Log

Time Priority Description
Tue Jul 17 07:25:50 2012 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 07:25:40 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 17 07:25:08 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 17 07:12:29 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 17 07:12:25 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 07:05:24 2012 Critical (3) REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 17 07:05:24 2012 Error (4) T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 17 07:04:53 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 07:04:47 2012 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 07:04:45 2012 Warning (5) Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 07:04:45 2012 Warning (5) MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 06:45:09 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 06:44:03 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 06:44:01 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 06:43:56 2012 Critical (3) TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 06:43:27 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 06:43:22 2012 Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 06:43:03 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 17 06:42:44 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 06:42:33 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 01:57:19 2012 Critical (3) Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 01:56:26 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 01:12:53 2012 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

[syamaprasadpg]

More error messages after the last one. I think my superhub/network is very stable if I don't try to access internet.The problem starts only when I try to access web pages. humm...May be I will watch the blinking lights for the time being (that is for the next two months, till the network engineer fixes this issue).Wonderful colour display!

Tue Jul 17 12:34:22 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 17 11:11:15 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 17 11:11:07 2012 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 11:10:49 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 17 11:02:22 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 10:37:35 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 10:37:29 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 10:37:25 2012 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 10:37:03 2012 Warning (5) Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 10:37:03 2012 Warning (5) MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 10:35:58 2012 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 09:34:30 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 09:34:10 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 17 09:33:51 2012 Critical (3) Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

[syamaprasadpg]

hooray!!!! had a stable conenction  to internet for last hour or so! what a wonderful  place internet is!!! bye bye blinking lights..will be back to watch you three lights ,when I get the next disconnection(most probably after 15 minutes)!!! see yaa..

[Jason_G]

Hi syamaprasadpg,

I shall shortly send you a Private Message regarding this.

[syamaprasadpg]

I am still having these issues. No changes in disconnections after another engineer visit.

[Ralph_R]

Hi syamaprasadpg,

Your cable modem appears to be switched off so I have been unable to check its power levels, etc. Please bump this thread and leave it switched on for a few days. (If it is switched on then please call in to tech support on 0845 454 1111, or 150 from a Virgin landline as an engineer visit may be required.

[syamaprasadpg]

I am having a very bad connection the last couple of days.probably why you are not able to view my modem online.

it is switched on, but most of the times it is as good as a paper weight.

As far as technicians are concerned I had around 6-7 technician visits so far to no avail.

Can you assign a permanent technician for my modem?

Regards,

Syama

[syamaprasadpg]

For the second time engineer failed to appear on a confirmed booking. I waited for 4 hours on Wednesday and again on Friday.

No one came. Such a great service virgin!!!

[syamaprasadpg]

I am not sure about the consumer courts in uk, but I think this will be (especially the kind of rotten internet service you are providing me) will be valid argument in any court. I called customer care and re-booked for thursday. I would like to pass my complaint to whoever is managing this pathetic show before I take the net steps.