Broadband Daily Dropout, RCS Partial Service, Loss of Sync

[TerryB81]

Hello VM,

I've been having dropouts on my broadband multiple times per day for the past couple of weeks and my SH logs seem to match a lot of other people's issues with entries such as RCS Partial Service, No Ranging Response Received - T3 time-out and Timing Synchronisation failure - Loss of Sync.

The SH doesn't restart, the light stays steady purple in modem mode and the connection returns within 30 seconds to a minute without intervention.

I understand that this requires an engineer to attend the cabinet, could this please be arranged?

Thanks in advance.

[jbrennand]

Lets see the data - can you do this....

___________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[TerryB81]

Hello John,

While appreciate that you take the time to help on these forums, I pay for a service from VM and expect to receive that service fully functional. Failing that, responsibility for diagnosing and rectifying any issues that may arise with that service lies with VM and not myself.

So, VM,

Is this forum a place where I am able to request an engineer visit for my issue or does this require a call/complaint?

Thanks again

[RT123]

Hi,

There is a forum team but they do take a few days to respond sometimes- which is why you were asked to provide the logs so that John or one of the other community members here can help you to identify the problem - sometimes the forum team like to ignore obvious issues too, so these are helpful.

[TerryB81]

Fully understand what you guys are doing, and how my response must appear from your perspective.

My perspective is that I pay a lot of money for a service, for which the price has just increased on the pretence that this money goes toward maintenance and improvement of that service and associated infrastructure. 

With that in mind, VM have a responsibility to uphold their side of our contract and ensure that the service they provide is fully functional. For example, if I call the RAC, they don't ask me to pull out an OBD machine.

If I can't get a response from Virgin here, I'll attempt to seek assistance through other channels.

Again, thanks for input but if you don't work for VM, you can't help.

[jbrennand]

They will reply here within a week or so.

For quicker responses use any of the other recommended telephone numbers you will find in this forum for the other ways

[RT123]

Can also use Twitter/X or Facebook - I've found that to be reasonably quick.

[Robert_P]

Hello TerryB81

Sorry to hear of the broadband issues experienced, we appreciate you raising this via the forums.

I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

Rob