1000s of pre and post RS errors | multiple synchronization failure | Packet loss

[DDMuhrcu]

So I've really not been impressed with Virgin lately, but hopefully this Forum can help turn the tide.

We have been having a persistent issue now for over 6 weeks. The issue started when there was a full day outage on our service, and a second one 2 days later. Since then we have experienced the following:

Pre and Post RS errors in the 1000s per hour. These are occurring in flurries. We experience no problem for 30 mins - a few hours, and then we get 1000s to 10s of 1000s of errors occurring all at once.
This seems to trigger a desyncronisation and the router disconnecting from the network and rebooting and so we get these dropping connection lasting 30s - 2mins at a time.
All of this is confirmed by ThinkBroadband's quality monitor which is showing regular packet losses up to 100% over the day.

What's surprising is that we are in central London

As both my partner and I work from home this is not acceptable, but Virgin can't seem to find a resolution.
I was first told this was a known issue that that it would be resolved quickly. This obviously did not happen.
I called again and was told I needed up buy a repeater from them for £5. I told them I was experiencing these issues on LAN and there was no need for any additional equipment.
I finally got someone who seemed to understand there is a bigger issue, but only when I tried to cancel my contract. They organized for an engineer to come who tested the connection, found a problem with the coax cable and replaced it, but found no issues with the router, setup or between the coax connection and exchange.
When the issue returned later that week, I called again and was told again that the issue was known about and that it would definitely be resolved in 24 hours. The issue persisted.
I again called earlier this week and demanded an engineer be sent. They booked the engineer, but I was told this morning that the engineer would not be visiting as they had already been and found no issues.
I was told that this was probably my fault for having a relatively high usage. I said we had only started experiencing these issues at the outage, and that the pre and post errors would seem to tell a different story, but Virgin insisted that this was the problem but said they would double my bandwidth (100 - 200mbps) and that if this solved the issue I could decide if I wanted to upgrade my service to this level. Obviously this has not happened.
I called again and was told there was a known issue, and I am hoping to book an engineer but have to wait another 24 hours to do so.

Is there anything else that can be done. This is becoming a very serious issue. It has not only taken up hours of my working day, but also means we can not work effectively.

[DDMuhrcu]

So since I've rebooted we've had another flurry of RS errors and more disconnects.

Can I just confirm that this issue is now reflected on my account notes?

Downstream bonded channels

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

1	Locked	38.9	2700	1142
2	Locked	40.9	2555	1584
3	Locked	40.3	2615	1407
4	Locked	40.3	2647	1361
5	Locked	38.9	2824	1416
6	Locked	40.3	3250	1412
7	Locked	38.9	3338	1337
8	Locked	38.9	3120	1305
9	Locked	38.9	2975	1041
10	Locked	40.3	2635	1167
11	Locked	38.9	2467	992
12	Locked	38.9	2698	1107
13	Locked	38.6	2938	1005
14	Locked	38.9	2963	938
15	Locked	38.6	2791	1067
16	Locked	40.3	2569	1136
17	Locked	40.3	2467	1144
18	Locked	38.9	2622	1000
19	Locked	38.9	2477	906
20	Locked	38.9	2466	1301
21	Locked	40.3	2600	1358
22	Locked	38.9	2675	1228
23	Locked	40.3	2805	1091
24	Locked	40.3	2762	1236

Network Log
Time	Priority	Description
03/05/2022 20:55:50	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 20:53:08	Warning!	RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 20:53:08	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 20:52:59	Warning!	RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 14:05:22	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 12:23:45	notice	LAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

[DDMuhrcu]

To update, my errors have rocketed up again this morning with loads of disconnects, many happening as I was making work calls. This really is not acceptable.

As mentioned above, could this issue please be detailed as notes on my account so I can start to get this resolved.

Thanks

Downstream bonded channels

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

1	Locked	38.9	154448	49550
2	Locked	40.3	154054	63244
3	Locked	40.3	158184	62527
4	Locked	40.3	160112	64999
5	Locked	38.9	168642	67358
6	Locked	40.3	195604	71092
7	Locked	38.6	202699	64815
8	Locked	38.9	187280	57976
9	Locked	38.6	178598	50585
10	Locked	40.9	157857	46086
11	Locked	38.9	144084	46397
12	Locked	38.9	158672	53430
13	Locked	38.6	171931	52298
14	Locked	38.9	176640	49049
15	Locked	38.9	162638	46190
16	Locked	40.3	153628	45574
17	Locked	40.3	145424	47382
18	Locked	38.6	151169	46003
19	Locked	38.9	141488	42636
20	Locked	38.9	136552	47953
21	Locked	40.3	147361	49804
22	Locked	38.6	144565	52163
23	Locked	40.3	150248	50325
24	Locked	40.3	148967	50467

Network Log
Time	Priority	Description
04/05/2022 10:56	Warning!	RCS Partial Service;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:56	Warning!	RCS Partial Service;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:54	Warning!	RCS Partial Service;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:53	Warning!	RCS Partial Service;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:52	Warning!	RCS Partial Service;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:52	Warning!	RCS Partial Service;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:40	Warning!	RCS Partial Service;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 10:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 09:51	Warning!	RCS Partial Service;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 09:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 09:48	Warning!	RCS Partial Service;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 09:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 09:48	Warning!	RCS Partial Service;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 09:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXX;CMTS-Mac=XXXX;CM-QOS=1.1;CM-VER=3.0;

[DDMuhrcu]

Adding to the posts above:

New BMQ 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2eec2906ba9d26fb5d7fe4ee687fa16fd8...

Previous BMQ

https://www.thinkbroadband.com/broadband/monitoring/quality/view/826d05fa1efd1ec62f257e50e0db4df46d3... 

As mentioned can the notes on my account be updated to reflect these ongoing problems? 

Thanks

[DDMuhrcu]

Hi Forum team,

I was just giving a presentation to 100 people and my connection dropped. You seem to be the only people in VM who understand this as an issue. Could you please add this as notes to my account so I can seek a resolution with the team on the phone. They seem oblivious that I have been experiencing any issues at all and refuse to deal with me.

Thanks

[DDMuhrcu]

Can I please get a response from the team on this.

[DDMuhrcu]

Still waiting

[Gareth_L]

Hi DDMuhrcu

Sorry for the delay in replying. As the Forum is not a direct messaging platform, it can take us slightly longer to reply sometimes 

Regarding the poor service, I can see you have been in touch with the Team 

How are things looking now?

Gareth_L

[DDMuhrcu]

Hi Gareth,

Unfortunately things are not going well at all. We continue to have drops in connection, but that aside, I really feel I was cheated by one of your technical support staff on the phone into signing up to a more expensive package which I can now not undo without extending our contract duration back to 18 months.

I have mentioned this in a previous post, but to give more context, the reason this member of staff called me was to tell me that the engineer we had booked had refused to come to our property as they did not believe there was anything that could be done to resolve the problem on site. The solution presented was to go from the M100 package to the M200 package. I did not want this package, and said as much to your staff member, and the reason I did not want it is I was sure that the issue was not with the speed of our connection because A) the problems started after the outage 3 months ago and B) the problems were presenting themselves at times when there was no load on the line. It did not make sense that the speed of our connection would have any play here, as was confirmed here by your staff member Molly in a previous post here.

However, the operator insisted that we take this package, and that this was all the technical support VM were willing to provide. I insisted that I did not want it as I did not want to get tied into an extension of our contract. The staff member assured me that I would not be tied into any extension and that I could revert to the previous package with no issue with no extension in contract length.

This was a lie.

I tried yesterday to revert to our previous package and was told that this would not be possible without extending our contract. 

I have never experienced such bad service from a company, it truly is quite incredible.

At this stage I am going to have to try and get out of my contract, but VM insist that there is no issue with our account that that this terrible connection with makes it a lottery when I am taking calls with clients and work colleagues, is completely reasonable. I've requested a DSAR of my records with VM over the past 6 months, I have requested a deadlock letter, and I am still waiting for someone from your senior staff to call me so I can officially complain, however despite being told on more than 5 occasions that I would be called back, the only call I have ever received from your company is from the liar mentioned above to cheat me into this M200 package that was not needed.

For this reason I would like the forum team to please log as notes on my account the nature of this issue and the extent to which I have tried to have it resolved on here. Thank you.

[DDMuhrcu]

Still no response from VM about the complaint. Was told 72 hours last week. Also saw a firmware update arrive, hoped this would fix the problems. Nope.

Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	48281	18283
2	Locked	40.3	48498	24096
3	Locked	40.3	49021	24232
4	Locked	40.3	49281	24459
5	Locked	38.9	50832	25343
6	Locked	40.3	55255	23932
7	Locked	38.9	56182	22447
8	Locked	38.6	53396	21098
9	Locked	40.9	51867	18600
10	Locked	40.9	48845	17517
11	Locked	38.9	47208	17855
12	Locked	38.9	48484	19773
13	Locked	38.9	50553	19163
14	Locked	38.6	51244	18854
15	Locked	38.9	49484	17298
16	Locked	40.3	48336	16903
17	Locked	40.3	46831	18445
18	Locked	38.6	48142	16731
19	Locked	40.3	46669	16269
20	Locked	38.9	46246	18969
21	Locked	40.9	47606	18825
22	Locked	38.9	47350	19225
23	Locked	40.3	47658	19321
24	Locked	40.3	47201	18973

Network Log
Time	Priority	Description
10/05/2022 18:29	notice	LAN login Success;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 08:49	critical	No Ranging Response received - T3 time-out;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 08:14	Warning!	RCS Partial Service;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 08:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 08:13	Warning!	RCS Partial Service;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 08:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
10/05/2022 06:09	Warning!	RCS Partial Service;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 23:01	notice	LAN login Success;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 22:55	notice	SW download Successful - Via NMS
09/05/2022 22:51	notice	SW Download INIT - Via NMS
09/05/2022 15:12	Warning!	RCS Partial Service;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 14:18	notice	LAN login Success;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 13:27	Warning!	RCS Partial Service;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 13:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 12:56	Warning!	RCS Partial Service;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 12:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 12:56	Warning!	RCS Partial Service;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 12:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 09:01	Warning!	RCS Partial Service;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 09:01	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-Mac=XXXXX;CMTS-Mac=XXXXX;CM-QOS=1.1;CM-VER=3.0;

Again, can I confirm that these issues are clear as notes on my account.

Thanks

[jem101]

@DDMuhrcu 

absolutely [MOD EDIT: Inappropriate Language] unbelievable! No sorry this is VM so everything is believable!

So, you report having an issue and VM tell you that the engineer 'has refused to come out' for some BS reason (hint, I strongly suspect that this was simply some made up excuse by the way), but the 'only' way to fix it is to sign up for a more expensive package, (also hint, it would't have fixed it).

Yes?

OK first thing how long ago did you agree to increase your speed? If less than 14 days then VM HAVE to reverse it with no change to your minimum contract length terms - because that's the law! It does sound as if you have been deliberately mis-sold a product - which is illegal in itself and not enforceable,.

OK let's give the @Forum_Team a chance to sort this out, otherwise this is absolutely going to be yet another kicking by CISAS. 

@DDMuhrcu if you haven't heard back from the forum team in the next few days then post back here and we can certainly advise you on how to take this to the industry regulator - one thing I would say is to make notes of every interaction you have had with VM over this, what you reported, what they said would happen and what actually did happen along with dates.