Forum Discussion

Sharpey's avatar
Sharpey
On our wavelength
18 days ago

Random loss of connection

Recently i have been getting my internet connection dropping out randomly i checked all the cables etc but nothing was wrong there. 

The modem log show this - 

 

Mod Edit - Personal information removed 

6 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    5 days ago

    Too many PostRS errors on your Downstream channels.  Could be indicative of "noise" ingress on the circuit.  One for VM tech to check and fix.  A good circuit should have zero, or close to, PostRS errors. 

  • Sharpey's avatar
    Sharpey
    On our wavelength
    5 days ago

    Over the last 12hrs ive had 27 entries in the modem log of these errors  " CM-STATUS message sent. Event Type Code: 16; Chan ID: 33"  and " CM-STATUS message sent. Event Type Code: 24; Chan ID: 33" 

     

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      3 days ago

      Thank you for this information. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

      Thanks,

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    16 days ago

    Hi Sharpey​ 

    Thanks for posting and welcome back to the community. 

    Sorry to hear of any Broadband issues. We've ran a check today and no area issues or outages are showing so we do hope everything has been fixed since your post.

    If not, the first thing to do is check our service status page - https://virg.in/servicechecker pop your postcode in and the surname of the account holder. Any issues will be shown, and you can even run a fault diagnostic on your equipment. 

    If it's just a WiFi issue, please download the Connect App - https://virg.in/connectapp when downloaded, you'll be able to do a wireless scan in the property in every room. This will optimise the connection where possible to do so. If a Pod is needed, you'll be prompted to order.

     

    Keep us posted.

    • MancSoulja's avatar
      MancSoulja
      Tuning in
      15 days ago

      The issue is a firmware update that broke our routers that Virgin refuse to acknowledge or roll back.

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        13 days ago

        Hi MancSoulja 

        Thanks for posting and welcome to the community. Sorry to hear of any issues with your Broadband connection. There's no issues we're aware of with any Firmware update. 

        I hope everything is fixed for you since posting but if not, the first place to check is our status page - https://virg.in/servicechecker for any service issues. Pop the postcode and surname of the account holder in, any local issues will show. You can also run a fault test with the equipment via that page as well.

         

        Keep us posted if you need further help.