Book another engineer visit? FAO Mods

[jamessheffield]

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.

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

This will help diagnose any issues!

[jbrennand]

Also, have you checked first for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[jamessheffield]

Hi, 

Thanks for your response.

The link to my broadband quality monitor is: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c3e5f6ddd5172e436c675000ae818f320e...

I can't seem to get my modem logs using that URL sorry. 

[jamessheffield]

A more recent one here shows complete dropout: https://www.thinkbroadband.com/broadband/monitoring/quality/share/0ddd1d2e487f8bd57b016f36b51f5160be...

[jbrennand]

Post up the Hub data as requested.

Have you actually got NO network connectivity - the "wall of red" BQM may be happening for "other" reasons.

[Paul_DN]

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.

[jamessheffield]

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.

[lotharmat]

can you post up the data from the downstream and upstream pages as well please?

[Hayley_S]

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,