on 17-06-2021 21:09
My internet connection keeps dropping and having ran the online test it appears that I have interference on my line. An engineer visited today and I was told the issue was fixed. However, I am still having the same issue.
Is it possible to book an engineer online? Getting through to Virgin media on the phone is very difficult, I have already had to book a day off work for an engineer visit. Is it not possible they can come at weekends or after 6pm? I have had poor internet service for over a week now, I will be cancelling my contract if this cannot be resolved asap.
on 18-06-2021 08:10
on 18-06-2021 14:45
on 20-06-2021 12:25
Hi,
Thanks for your response.
The link to my broadband quality monitor is:
I can't seem to get my modem logs using that URL sorry.
on 20-06-2021 16:42
on 20-06-2021 16:46
on 21-06-2021 09:02
Hi James,
Thank you for reaching back out to us in our community and welcome back, sorry to hear you were still facing issues after your technician visit,
I have had a look at your account using the details we have for you and can see there is another technician booked, please let us know how you get on.
Regards
Paul.
on 22-06-2021 13:05
Hi,
Thanks for replying. An engineer visited today and changed a few things, he was very good but unfortunately I am still experiencing the same problems.
Below is my modem log:
TimePriorityDescription22/06/2021 07:29:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:29:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:29:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:29:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:29:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:29:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:29:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:29:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:14:47criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:13:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:13:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:13:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:13:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:13:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:10:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:07:39criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:06:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:06:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:06:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/06/2021 07:06:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Thanks for any help.
on 22-06-2021 13:08
on 22-06-2021 13:12
I am sorry about that @jamessheffield.
I did locate your account using your forums details and I can see he has changed your inline isolator?
As this was today please allow some time for this to recover, I would let it have 24hours before we send anyone out again as we need to give it some time to see if it does start working with the replacement that has been made.
Many thanks,
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