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LewisTx
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Broadband cuts out multiple times per day

I have called Virgin Media over 10 times now and every single time we ring they say to us that there is nothing wrong with the connection. Well, there is... No matter what we say they just tell us that it's fine. It's clearly not fine when the wifi and ethernet connection drops out 5 times a day... We can't get anywhere with them and can barely understand their Indian accents and they keep refusing to send a technician. They did say that they will be sending us a new modem but I'm not 100% sure if that is going to fix our problems.

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LewisTx
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Re: Broadband cuts out multiple times per day

Network Log 

Time Priority Description

02/04/2019 13:01:35criticalNo Ranging Response received - T3 time-out;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:01:37Warning!RCS Partial Service;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:01:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:01:37Warning!RCS Partial Service;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:02:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:02:12Warning!RCS Partial Service;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:02:15criticalNo Ranging Response received - T3 time-out;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:02:30Warning!RCS Partial Service;CM-MAC=0;CMTS-MAC=0;CM-VER=3.0;
02/04/2019 13:02:30criticalNo Ranging Response received - T3 time-out;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:02:40Warning!RCS Partial Service;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:02:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:02:51Warning!RCS Partial Service;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:02:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=0;CMTS-MAC=0CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:02:51Warning!RCS Partial Service;CM-MAC=0;CMTS-MAC=0CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:03:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:03:11Warning!RCS Partial Service;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:03:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:03:13Warning!RCS Partial Service;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 13:03:50criticalNo Ranging Response received - T3 time-out;CM-MAC=0;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;

MAC Addresses were removed.

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LewisTx
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Message 3 of 9
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Re: Broadband cuts out multiple times per day

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

11870000002.438256 qam7
21950000002.540256 qam8
32030000002.438256 qam9
4211000000238256 qam10
52190000001.738256 qam11
62270000001.538256 qam12
72350000001.438256 qam13
8243000000138256 qam14
92510000000.538256 qam15
102590000000.738256 qam16
112670000000.538256 qam17
122750000000.538256 qam18
132830000001.238256 qam19
142910000001.538256 qam20
15299000000237256 qam21
16307000000237256 qam22
17315000000237256 qam23
183230000002.237256 qam24
193790000001.737256 qam25
203870000001.737256 qam26
213950000001.737256 qam27
22403000000238256 qam28
23411000000238256 qam29
244190000001.938256 qam30



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.61381
2Locked40.340
3Locked38.950
4Locked38.930
5Locked38.950
6Locked38.960
7Locked38.650
8Locked38.960
9Locked38.900
10Locked38.650
11Locked38.650
12Locked38.600
13Locked38.650
14Locked38.650
15Locked37.640
16Locked37.650
17Locked37.350
18Locked37.350
19Locked37.300
20Locked37.340
21Locked37.650
22Locked38.640
23Locked38.600
24Locked38.6100

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1326000294.621512016 qam3
2258000264.625512016 qam4
3393999664.625512016 qam2
4461999884.625512016 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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jbrennand
Alessandro Volta
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Message 4 of 9
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Re: Broadband cuts out multiple times per day

To get visual proof of the dropouts, set up a free BQM - this will continually monitor the state of your connection (by pinging it repeatedly) and display any dropouts, 24/7 - it keeps a visual record of the disconnection data.
https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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LewisTx
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Message 5 of 9
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Re: Broadband cuts out multiple times per day

Virgin Media

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Forum Team
Forum Team
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Message 6 of 9
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Re: Broadband cuts out multiple times per day

Hi LewisTx,

 

Hi thanks  for Posting to the Virgin Media Community.

I am sorry to hear you've not had a great experience with our team on the phone.

I see that your having service issue. you can talk to our online team to do some test on your device.

We can do this via online chat.

 

Let me know if there's anything else that we can help.

 

Thanks,

Gina_M

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LewisTx
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Message 7 of 9
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Re: Broadband cuts out multiple times per day

There is no point in me wasting time doing that. They have done tests/scans every time I rang up and there is "nothing wrong".

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Roger_Gooner
Superstar
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Message 8 of 9
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Re: Broadband cuts out multiple times per day

Even though the stats look good the RCS and SYNC messages in the log show a network problem.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Forum Team
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Message 9 of 9
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Re: Broadband cuts out multiple times per day

Hello LewisTx,

 

I appreciate the time and inconvenience that your Broadband service is causing.

I understand that tests were done but we would really like to help get things sorted. if you change your mind, feel free to access our web chat through the link that was previously provided during the opening hours.

 

Thanks,

Ann_E

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