on 23-06-2021 20:34
The service is ridiculous at the moment. Makes gaming or working from home near enough impossible.
I checked service status - No problem
Run through the tests on Help page - No problem
Virgin please explain the below if there's "No problem"
on 23-06-2021 20:49
Hub status captures 10 minutes after reboot - Hub is in modem mode
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 363000000 | -2.9 | 40 | 256 qam | 29 |
2 | 251000000 | -1.5 | 40 | 256 qam | 15 |
3 | 259000000 | -1.2 | 40 | 256 qam | 16 |
4 | 267000000 | -1.2 | 40 | 256 qam | 17 |
5 | 275000000 | -1.2 | 40 | 256 qam | 18 |
6 | 283000000 | -1.5 | 40 | 256 qam | 19 |
7 | 291000000 | -1.7 | 40 | 256 qam | 20 |
8 | 299000000 | -1.5 | 40 | 256 qam | 21 |
9 | 307000000 | -2 | 40 | 256 qam | 22 |
10 | 315000000 | -1.7 | 40 | 256 qam | 23 |
11 | 323000000 | -1.9 | 40 | 256 qam | 24 |
12 | 331000000 | -1.7 | 40 | 256 qam | 25 |
13 | 339000000 | -2 | 38 | 256 qam | 26 |
14 | 347000000 | -2.9 | 40 | 256 qam | 27 |
15 | 355000000 | -3 | 40 | 256 qam | 28 |
16 | 371000000 | -3 | 40 | 256 qam | 30 |
17 | 379000000 | -3 | 40 | 256 qam | 31 |
18 | 387000000 | -3 | 40 | 256 qam | 32 |
19 | 395000000 | -3 | 40 | 256 qam | 33 |
20 | 403000000 | -3 | 40 | 256 qam | 34 |
21 | 411000000 | -3 | 40 | 256 qam | 35 |
22 | 419000000 | -3.2 | 40 | 256 qam | 36 |
23 | 427000000 | -3.2 | 40 | 256 qam | 37 |
24 | 435000000 | -3.4 | 40 | 256 qam | 38 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 9 | 42 |
2 | Locked | 40.3 | 11 | 43 |
3 | Locked | 40.9 | 12 | 39 |
4 | Locked | 40.3 | 10 | 43 |
5 | Locked | 40.9 | 9 | 37 |
6 | Locked | 40.9 | 11 | 41 |
7 | Locked | 40.9 | 8 | 46 |
8 | Locked | 40.9 | 11 | 38 |
9 | Locked | 40.3 | 22 | 35 |
10 | Locked | 40.3 | 25 | 46 |
11 | Locked | 40.3 | 16 | 36 |
12 | Locked | 40.3 | 10 | 38 |
13 | Locked | 40.9 | 10 | 40 |
14 | Locked | 40.3 | 11 | 43 |
15 | Locked | 40.3 | 13 | 30 |
16 | Locked | 40.9 | 15 | 30 |
17 | Locked | 40.9 | 10 | 30 |
18 | Locked | 40.9 | 3 | 31 |
19 | Locked | 40.9 | 9 | 31 |
20 | Locked | 40.3 | 1 | 32 |
21 | Locked | 40.9 | 3 | 30 |
22 | Locked | 40.3 | 2 | 29 |
23 | Locked | 40.9 | 3 | 30 |
24 | Locked | 40.9 | 16 | 28 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400009 | 36 | 5120 | 64 qam | 4 |
2 | 46200012 | 40 | 5120 | 64 qam | 3 |
3 | 53700004 | 43 | 5120 | 64 qam | 2 |
4 | 60300026 | 41.5 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 23-06-2021 20:49
Network Log
Time Priority Description
23/06/2021 19:33:5 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 19:33:5 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 18:43:37 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 18:43:35 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 18:43:22 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 18:43:22 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 18:43:21 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:58:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:58:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:58:22 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:57:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:57:16 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:57:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:57:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:57:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:57:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:57:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:57:11 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:57:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 17:57:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24-06-2021 19:59 - edited 24-06-2021 19:59
Your upstream power levels are a bit low, network log looks bad, one of the staff should pick this up and assist with engineer.
25-06-2021 14:05 - edited 25-06-2021 14:17
Normal service is resumed today, could a staff member take a look please?
on 25-06-2021 15:08
Guess an edit of the picture doesn't get cleared, so trying again.
on 26-06-2021 10:23
Hi @landi_uk,
Welcome to our Community Forum! Thank you for your post, and I'm sorry to understand that you're experiencing some ongoing connection issues!
I was able to locate your account and run some further tests. I can see that you're experiencing some power level issues with both your upstream and downstream connection.
In order to have this looked into, I will need to confirm a few details with you over Private Message.
Please keep an eye out for a purple envelope at the top right corner of your forum page. I will be in touch soon.
Thanks! 🙂
on 26-06-2021 11:17
Thank you @Paulina_Z I have replied to PM
on 26-06-2021 11:33
Hi @landi_uk,
Thank you for getting in touch with me over Private Message and confirming your details.
I was able to book a technician appointment for the first available slot and confirmed the date and time with you over Private Message.
You can always manage your appointment via your online account.
Please keep us updated on how your appointment is getting on, and let us know if your issue has been resolved.
Thanks! 🙂
on 30-06-2021 11:01
Hi Paulina
Sent you a PM, the engineer came today but because the internet had high latency the Ring doorbell didn't ring in the house and he didn't knock on the door, I didn't know he was there.