Virgin Media Community

[Kirston26]

Hello, i've been having very insufficient connection for the past 3-4 months.. This is getting beyond a joke. Surely if the service is unstable and unreliable there would be a way out of the contract as i would have thought this is a breach of contract. I've had Customer Service tell me that they can't find any issues on their end, which is absolutely false, i've also had a technician out to try and rectify the issue but still no avail. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c804dc4c9a06d6bc22917916bc591e0484...

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330750000	5.5	38	256 qam	25
2	202750000	5.3	38	256 qam	9
3	210750000	6	38	256 qam	10
4	218750000	6.3	38	256 qam	11
5	226750000	6	38	256 qam	12
6	234750000	5.3	38	256 qam	13
7	242750000	5.1	38	256 qam	14
8	250750000	5.8	38	256 qam	15
9	258750000	5.9	38	256 qam	16
10	266750000	6	39	256 qam	17
11	274750000	5.9	40	256 qam	18
12	282750000	5.6	38	256 qam	19
13	290750000	5.9	40	256 qam	20
14	298750000	6	38	256 qam	21
15	306750000	5.5	40	256 qam	22
16	314750000	5.3	38	256 qam	23
17	322750000	5.4	38	256 qam	24
18	338750000	5.5	38	256 qam	26
19	346750000	5	38	256 qam	27
20	354750000	5.1	38	256 qam	28
21	362750000	4.6	38	256 qam	29
22	370750000	4.1	38	256 qam	30
23	378750000	5	38	256 qam	31
24	386750000	5.5	40	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	1901	14456
2	Locked	38.6	3092	19785
3	Locked	38.9	3311	17624
4	Locked	38.9	2520	18708
5	Locked	38.6	2459	16854
6	Locked	38.6	2703	20789
7	Locked	38.6	2659	19776
8	Locked	38.9	2285	13495
9	Locked	38.9	1781	12554
10	Locked	39.8	1780	19405
11	Locked	40.3	2011	21779
12	Locked	38.9	1983	22507
13	Locked	40.3	1765	21907
14	Locked	38.9	1630	22221
15	Locked	40.3	1704	22773
16	Locked	38.6	1824	23712
17	Locked	38.9	2067	24192
18	Locked	38.9	1814	21438
19	Locked	38.9	1601	21015
20	Locked	38.6	1422	20169
21	Locked	38.9	1736	21988
22	Locked	38.9	1826	22792
23	Locked	38.9	1657	22783
24	Locked	40.3	1394	21988

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	32600000	43.8	5120	64 qam	11
2	46200000	45.3	5120	64 qam	9
3	39400000	43.5	5120	64 qam	10
4	25800000	44.5	5120	64 qam	12

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

[Kirston26]

Network Log

Time Priority Description

07/04/2021 16:59:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:59:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:59:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:59:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:55:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:55:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:51:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:51:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:48:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:48:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:48:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:48:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:36:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:36:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:28:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:28:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:12:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:12:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:06:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:06:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Z92]

Your logs seem to indicate noise in the BB circuit, but your stats don't include any timeouts which you would expect with that amount of noise.

So I'm wondering when your hub was last rebooted, and if you could reboot it and then post back after it's dropped the connection again so we can have a better view.

[Kirston26]

It was rebooted less than 5 hours prior to posing the stats. 

I've rebooted the router, these are my stats now. 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	138750000	3.5	37	256 qam	1
2	146750000	2.7	37	256 qam	2
3	154750000	3.4	37	256 qam	3
4	162750000	3	37	256 qam	4
5	170750000	3.2	38	256 qam	5
6	178750000	2.7	37	256 qam	6
7	186750000	4.6	38	256 qam	7
8	194750000	4	38	256 qam	8
9	202750000	4.4	38	256 qam	9
10	210750000	5.1	38	256 qam	10
11	218750000	5.3	38	256 qam	11
12	226750000	5.1	38	256 qam	12
13	234750000	4.4	38	256 qam	13
14	242750000	4.4	38	256 qam	14
15	250750000	5	38	256 qam	15
16	258750000	5	38	256 qam	16
17	266750000	5	38	256 qam	17
18	274750000	4.8	38	256 qam	18
19	282750000	4.5	38	256 qam	19
20	290750000	4.9	38	256 qam	20
21	298750000	5.1	38	256 qam	21
22	306750000	4.8	38	256 qam	22
23	314750000	4.1	38	256 qam	23
24	322750000	4.4	38	256 qam	24

Downstream bonded channels

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	32600000	43.8	5120	64 qam	11
2	46200000	45.3	5120	64 qam	9
3	39400000	43.8	5120	64 qam	10
4	25800000	44.8	5120	64 qam	12

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

[Kirston26]

I've noticed between the hours of 7am and 10pm is when it has frequent disconnects. I had a Technician out that apparently rectified the noise and did some stuff at the local cab.

Here are my logs since you asked to reboot. 

Network Log

Time Priority Description

08/04/2021 11:47:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:47:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:37:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:37:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:35:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:35:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:23:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:23:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:13:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 11:13:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 10:59:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 10:59:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:45:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:45:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:25:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:25:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:24:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:24:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:15:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:15:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Kath_F]

Hi Kirston26, 

Thanks for your post and apologies to hear you are having continued issues with your broadband. 

Taking a look at the hub itself, all is fine. Power levels are good, as are signal levels and there are no timeouts recorded. 

There are no open network faults affecting you but on closer inspection of the cables, I can see one is producing a lot of noise. I have referred this over to our networks team for them to double check things. For now, all we can do is wait on a reply from them.

Once I have any news I will be in touch. 

Thanks,

[Kirston26]

Thank you, 

Kath. 

This issue has gotten to the point where i'm considering getting a line installed from the likes of Openreach due to reliability. Please keep me up to date with any news you find out, because this issue has been going on long enough now. 

[Kirston26]

Hi @Kath_F , 

Is there any news on this situation? I still have the same occurring issues with broadband and seems like no one can tell me what the fault is. 

[Corey_C]

Hi Kirston26,

Was the engineer unable to sort? That was the last update, to send an engineer. 

Thanks,

Corey C

[Kirston26]

Hi @Corey_C,

The technician that came was booked in order to fixed power levels of the upstream which wasn't necessary as I simply removed the attenuator, but yes I still have the same issue with intermittent connection as you can see from my live graph.