Virgin Media Community

[AdpT]

Hello, I have been suffering with this problem with my internet for a few months now. I am experiencing Disconnects from the router plus lag spikes. I have been in contact with Virgin multiple times and they have sent out about 5 engineers to look at the issue and they still have not fount it. The engineers have replaced my router 4 times, the coaxial cable to the router. Have spent time investigating the cabinet and still having no joy with it.

I play competitive Call of Duty and having these issues will not let me get online at all sometimes, usually I cant load the game up as it disconnects me from the battle net servers. I have a LAN event in a few weeks and not been able to practice at all. Not just Cod I have the issues its pretty much everything. Find it hard to watch anything connected to the WIFI so I usually use my 5g.

This is the day after having a engineer out for 2 hours looking at my issue and replacing everything stated above.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c3a4650e8b9d3b9b012c08dfb2865e5f6...

 I can provide every day's graph on my old router from the 5th of April if needed.

Sorry for the massive post, let me know if I can provide any more information, Just had enough of this now.

[Adduxi]

Your stats are fine but your BQM is horrendous.   Post the network log for comment.  

Looks like noise on the circuit, but the stats say not?  Maybe a hardware fault somewhere along the cables or street cabinet.

[AdpT]

[AdpT]

25/04/2022 15:10:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 13:48:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 11:55:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 14:12:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 13:34:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 06:17:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 21:10:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 21:10:13	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 21:09:8	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 11:35:15	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 11:35:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 11:35:13	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 10:14:42	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 10:14:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 09:56:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 09:45:0	notice	SW download Successful - Via Config file
23/04/2022 09:42:14	notice	SW Download INIT - Via Config file
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Kain_W]

Hi AdpT,

Thanks for posting and welcome back to the community!

So sorry to see the issues you are facing with the broadband.

From checking our side I can't see any readings that would attribute to the issues faced, just to touch on the visits previously, have the technicians advised of a network issue relating to this?

Also has any cables to the property been replaced?

Thanks,

[AdpT]

Hi Kain_W, 

Regarding the Technicians, All they had changed was,

Coaxial cable to the router and the Router its self.

I have had 3 or 4 routers but still no joy.

Last time a Tech came out they spent close to 2 hours investigating my issue and they spent a 20 mins or so in the cabinet looking for a issue that was all that has been done. 

Many Thanks AdpT

[AdpT]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/90fde765672f11fd5ef21930ed29ccc981ed3859-29-04-2022

Just not getting any better

[Steven_L]

Thanks for coming back to us @AdpT. 

I have looked further into this and can see that there is an SNR fault in your area, that will be causing the issues that you're facing, the current estimated fix time for the issues is 3rd May at 9am.

The issue is logged under fault reference F009799472.

Regards,

Steven_L

[AdpT]

Hi Steven,

This problem still has not been fixed? I'm still suffering with all the problems I have encountered to this point. There has only been 1 day where it seemed stable and then went back to its normal ways after a few hours. Is there anyway you can help me with this further as I'm getting no where and its becoming extremely frustrating.  

[Ashleigh_C]

Hi there @AdpT

Thank you for popping back to us and I am so sorry to hear that you are still experiencing issues. 

I have checked and the outage that was reported has now been resolved. 

Can I ask if the issues are still the same as before? Also what did the last engineer say when they came out? 

Thanks again.