on 09-08-2022 21:11
Hello,
I’ve been having serious issues with my Virgin Media broadband since signing up a few months ago. I work from home and suffer from drop outs multiple times a day. This is particularly prominent when I have video calls. I can’t go any longer in a video call than 10 minutes before dropping out. I’ve called customer support multiple times about this, and they have been unhelpful. I’ve been told it’s a WiFi issue, a Powerline LAN issue, or due to the fact that I run my modem in modem-only and use a third party wifi router. I’m sure none of these are the causes as I still encounter this issue when connecting by ethernet directly to the modem.
Is there anything I can do to get a technician to come out and take a look at this? Does anything in the logs below stand out to anyone?
22-08-2022 10:50 - edited 22-08-2022 11:38
So, a technician came and changed a few things:
For the first day or two things were running fine - no dropouts. However, dropouts are starting to occur more and more frequently [I lose all internet connectivity for a minute or so and get T3 timeouts in the modem logs]. In particular, I am dropping out of work video calls several times a day again! Honestly, this level of service unacceptable. I'm paying for a service, that I need for work, that doesn't function correctly. Can anyone from Virgin Media advise what the next steps here here?
Time Priority Description
22/08/2022 10:35:31 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 10:34:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 10:34:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 10:33:20 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 10:24:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 10:22:56 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 10:21:16 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 10:21:16 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 10:17:45 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:44:25 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:42:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:41:28 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:38:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:37:55 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:37:16 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:36:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:36:43 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:35:18 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:31:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 09:15:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 08:57:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 08:52:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 08:41:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 08:41:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 08:40:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 08:40:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 08:38:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 08:28:43 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 08:24:0 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 04:48:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 51 | 5120 | 64 qam | 3 |
2 | 53700000 | 51 | 5120 | 64 qam | 2 |
3 | 39400049 | 51 | 5120 | 64 qam | 4 |
4 | 60300000 | 42 | 5120 | 64 qam | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 7 | 0 |
2 | ATDMA | 0 | 0 | 5 | 0 |
3 | ATDMA | 0 | 0 | 28 | 0 |
4 | ATDMA | 0 | 0 | 6 | 0 |
on 22-08-2022 10:51
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 4.5 | 40 | 256 qam | 1 |
2 | 147000000 | 4.4 | 40 | 256 qam | 2 |
3 | 155000000 | 4.4 | 40 | 256 qam | 3 |
4 | 163000000 | 4.1 | 40 | 256 qam | 4 |
5 | 171000000 | 4 | 40 | 256 qam | 5 |
6 | 179000000 | 3.9 | 40 | 256 qam | 6 |
7 | 187000000 | 3.9 | 40 | 256 qam | 7 |
8 | 195000000 | 3.5 | 40 | 256 qam | 8 |
9 | 203000000 | 3.5 | 40 | 256 qam | 9 |
10 | 211000000 | 3.5 | 40 | 256 qam | 10 |
11 | 219000000 | 3.4 | 40 | 256 qam | 11 |
12 | 227000000 | 3.2 | 40 | 256 qam | 12 |
13 | 235000000 | 3.2 | 40 | 256 qam | 13 |
14 | 243000000 | 3.4 | 40 | 256 qam | 14 |
15 | 251000000 | 3.7 | 40 | 256 qam | 15 |
16 | 259000000 | 4 | 40 | 256 qam | 16 |
17 | 267000000 | 4 | 40 | 256 qam | 17 |
18 | 275000000 | 3.9 | 40 | 256 qam | 18 |
19 | 283000000 | 4 | 40 | 256 qam | 19 |
20 | 291000000 | 4 | 40 | 256 qam | 20 |
21 | 299000000 | 4.1 | 40 | 256 qam | 21 |
22 | 307000000 | 4.1 | 40 | 256 qam | 22 |
23 | 315000000 | 4.1 | 40 | 256 qam | 23 |
24 | 323000000 | 4.3 | 40 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 2495235 | 558434 |
2 | Locked | 40.9 | 408668 | 191626 |
3 | Locked | 40.3 | 953380 | 246217 |
4 | Locked | 40.9 | 2087824 | 436720 |
5 | Locked | 40.3 | 264453 | 118729 |
6 | Locked | 40.9 | 1565932 | 259250 |
7 | Locked | 40.9 | 560540 | 117510 |
8 | Locked | 40.9 | 201462 | 58947 |
9 | Locked | 40.3 | 165817 | 50768 |
10 | Locked | 40.3 | 171620 | 53129 |
11 | Locked | 40.9 | 162143 | 48966 |
12 | Locked | 40.3 | 160107 | 45290 |
13 | Locked | 40.3 | 181058 | 45305 |
14 | Locked | 40.3 | 148960 | 38445 |
15 | Locked | 40.9 | 107747 | 26920 |
16 | Locked | 40.3 | 104896 | 26382 |
17 | Locked | 40.9 | 125989 | 29725 |
18 | Locked | 40.3 | 124791 | 30002 |
19 | Locked | 40.9 | 94069 | 21612 |
20 | Locked | 40.3 | 82772 | 18406 |
21 | Locked | 40.3 | 95891 | 20162 |
22 | Locked | 40.3 | 83680 | 17358 |
23 | Locked | 40.9 | 80521 | 19256 |
24 | Locked | 40.9 | 83171 | 19383 |
23-08-2022 19:44 - edited 23-08-2022 19:45
1 day later, the errors are getting more frequent. I can't go more than 5 mins in a video call without dropping out. Dropouts are also occurring when watching videos/surfing the web.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 4.3 | 40 | 256 qam | 1 |
2 | 147000000 | 4 | 40 | 256 qam | 2 |
3 | 155000000 | 4 | 40 | 256 qam | 3 |
4 | 163000000 | 3.9 | 40 | 256 qam | 4 |
5 | 171000000 | 3.7 | 40 | 256 qam | 5 |
6 | 179000000 | 3.5 | 40 | 256 qam | 6 |
7 | 187000000 | 3.5 | 40 | 256 qam | 7 |
8 | 195000000 | 3.5 | 40 | 256 qam | 8 |
9 | 203000000 | 3.2 | 40 | 256 qam | 9 |
10 | 211000000 | 3.2 | 40 | 256 qam | 10 |
11 | 219000000 | 3 | 40 | 256 qam | 11 |
12 | 227000000 | 2.9 | 40 | 256 qam | 12 |
13 | 235000000 | 3 | 40 | 256 qam | 13 |
14 | 243000000 | 3 | 40 | 256 qam | 14 |
15 | 251000000 | 3.2 | 40 | 256 qam | 15 |
16 | 259000000 | 3.7 | 40 | 256 qam | 16 |
17 | 267000000 | 3.7 | 40 | 256 qam | 17 |
18 | 275000000 | 3.5 | 40 | 256 qam | 18 |
19 | 283000000 | 3.7 | 40 | 256 qam | 19 |
20 | 291000000 | 3.7 | 40 | 256 qam | 20 |
21 | 299000000 | 3.9 | 40 | 256 qam | 21 |
22 | 307000000 | 3.9 | 40 | 256 qam | 22 |
23 | 315000000 | 3.7 | 40 | 256 qam | 23 |
24 | 323000000 | 3.9 | 40 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 4659205 | 1176205 |
2 | Locked | 40.3 | 710932 | 342123 |
3 | Locked | 40.3 | 1981064 | 457580 |
4 | Locked | 40.3 | 4198019 | 949331 |
5 | Locked | 40.3 | 471528 | 210175 |
6 | Locked | 40.3 | 3226685 | 547515 |
7 | Locked | 40.3 | 1200672 | 201096 |
8 | Locked | 40.3 | 413312 | 121170 |
9 | Locked | 40.3 | 342078 | 100762 |
10 | Locked | 40.9 | 327209 | 98319 |
11 | Locked | 40.3 | 305424 | 91279 |
12 | Locked | 40.9 | 301584 | 87162 |
13 | Locked | 40.3 | 345649 | 86236 |
14 | Locked | 40.3 | 282777 | 74373 |
15 | Locked | 40.9 | 196290 | 54506 |
16 | Locked | 40.3 | 192746 | 54626 |
17 | Locked | 40.9 | 238250 | 59822 |
18 | Locked | 40.3 | 239342 | 58152 |
19 | Locked | 40.3 | 174582 | 45357 |
20 | Locked | 40.9 | 145812 | 40125 |
21 | Locked | 40.9 | 164033 | 43404 |
22 | Locked | 40.9 | 145758 | 36603 |
23 | Locked | 40.3 | 143581 | 40336 |
24 | Locked | 40.3 | 145700 | 38858 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200048 | 49.8 | 5120 | 64 qam | 3 |
2 | 53700000 | 50.8 | 5120 | 32 qam | 2 |
3 | 39398833 | 50.5 | 5120 | 64 qam | 4 |
4 | 60299576 | 50.3 | 5120 | 64 qam | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 25 | 0 |
2 | ATDMA | 0 | 0 | 47 | 0 |
3 | ATDMA | 0 | 0 | 46 | 0 |
4 | ATDMA | 0 | 0 | 16 | 0 |
on 23-08-2022 19:44
Time Priority Description
23/08/2022 18:42:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:41:11 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:41:4 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:40:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:40:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:39:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:39:19 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:39:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:39:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:25:1 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:25:0 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:24:2 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:24:2 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:24:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:23:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:23:34 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:23:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:23:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:23:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/08/2022 18:23:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 25-08-2022 20:18
Hi tlid,
Thanks for coming back to me. I am sorry to hear the internet issues have not been sorted. From doing a system check, I can see you've spoke to the team and booked in a new tech visit.
Please let us know how this goes.
Kind regards,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 29-09-2022 23:06
It's been a few weeks since the second technician's visit and things seem to be working well now.
If I recall correctly, he said there were some dodgy connections at the cabinet that he fixed.