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12% packet loss, then lost connection

Hi,

Today I randomly started getting around 12% packet loss, which caused real issues with working from home.

Sadly its no worse as the modem is failing to acquire a connection to the network at all. On a super hub 1. Several things happening with lights:

1. Wan flashing rapidly green, whilst connection led slowly flashes green.

2. Wan flashes slowly green. No other lights.

3. Wan is solid blue, connection light flashing rapid green.

Currently it is failing to acquire any downstream or upstream channels and I'm seeing the following in the network log:

Sync timing synchronization failure - failed to acquire qam/qpsk symbol timing

Sync timing synchronization failure - failed to acquire fec framing

No ranging response received - t3 time-out

Tried the usual turning off for 10 or so mins, no luck. 

Virgin media service status shows no issues in my area. 

Any ideas?

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Re: 12% packet loss, then lost connection

Turns out Virgin finally updated their service status to say there were two faults in the area (only took the best part of a day to update that). Now it's all fixed.

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Re: 12% packet loss, then lost connection

Hi there @96stong 

 

Thanks for your posts. Apologies for the delay in response, we have been very busy and doing all we can to get to each community post ASAP. 

 

Sorry to hear that you had some issues in your area and that the service page wasn't updated quickly. This is something we can feedback to the relevant teams. Glad to hear that this issue was resolved for you, please pop back and let us know if you have any further issues 🙂 

 

Thanks, 

 

 

Hollie - Forum Team


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