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skinnershah
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Broadband down for 2 days

Hi,

Broadband has been down since midnight on Wednesday. The hub flashes green mostly, sometimes white, sometimes red. Our upstairs neighbours are having the same problem, and while the Virgin status page is saying there's no local issue, when I phoned yesterday it said that 'it's a really complex issue that is taking them longer to resolve'.  

Complete packet loss for the entire duration, so have had to hotspot constantly so I can work from home. Really not ideal. Have tried everything, resetting, rebooting etc. Please help! 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/c18c03daefe0cf79a266712a536f508f07... alt="My Broadband Ping - Virgin Broadband" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/c18c03daefe0cf79a266712a536f508f07..." /></a>

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skinnershah
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Re: Broadband down for 2 days

I can't send the router data because the page keeps saying message cannot exceed 20,000 characters, even though clearly there aren't that many... 

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skinnershah
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Re: Broadband down for 2 days

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 8.4 38 256 qam 1
2 146750000 8.5 38 256 qam 2
3 154750000 8.5 38 256 qam 3
4 162750000 8.5 38 256 qam 4
5 170750000 8.8 38 256 qam 5
6 178750000 8.8 38 256 qam 6
7 186750000 8.8 38 256 qam 7
8 194750000 8.8 40 256 qam 8
9 202750000 8.5 38 256 qam 9
10 210750000 8.5 38 256 qam 10
11 218750000 8.4 38 256 qam 11
12 226750000 8.3 38 256 qam 12
13 234750000 8 38 256 qam 13
14 242750000 7.9 38 256 qam 14
15 250750000 8 38 256 qam 15
16 258750000 8.3 38 256 qam 16
17 266750000 8.6 38 256 qam 17
18 274750000 8.9 38 256 qam 18
19 282750000 9 38 256 qam 19
20 290750000 9 38 256 qam 20
21 298750000 9.3 38 256 qam 21
22 306750000 9.3 38 256 qam 22
23 314750000 9.5 38 256 qam 23
24 322750000 9.8 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 5 0
2 Locked 38.9 5 0
3 Locked 38.9 6 0
4 Locked 38.9 6 0
5 Locked 38.9 20 0
6 Locked 38.9 18 0
7 Locked 38.9 18 0
8 Locked 40.3 17 0
9 Locked 38.9 6 0
10 Locked 38.9 5 0
11 Locked 38.9 5 0
12 Locked 38.9 5 0
13 Locked 38.6 6 0
14 Locked 38.9 5 0
15 Locked 38.9 0 0
16 Locked 38.9 5 0
17 Locked 38.9 5 0
18 Locked 38.9 4 0
19 Locked 38.9 6 0
20 Locked 38.9 4 0
21 Locked 38.9 5 0
22 Locked 38.9 18 0
23 Locked 38.9 18 0
24 Locked 38.9 4 0

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 40.3 5120 64 qam 1
2 39400000 40.8 5120 64 qam 2
3 25800000 40.3 5120 64 qam 4
4 32600000 40.5 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

 

Network Log
Time Priority Description
16/04/2021 12:07:16 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:36:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:23:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:23:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:23:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:23:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:23:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:23:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:23:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:23:3 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:23:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:23:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:22:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:22:56 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:22:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:22:46 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:22:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:22:37 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:22:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:22:35 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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jbrennand
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Re: Broadband down for 2 days

If its a known fault there is nothing you can do until it is fixed.

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.

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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