Heya folks. Started experiencing massive internet problems yesterday. Did the usual tricks, reset the hub. Checked all the connections. Even reset the hub. Download speed is fine, upload speed is non existent.
Service status is saying nothing is wrong. Did the online trouble-shooter and was presented with a splash page saying there are problems in my area, and to check back for updates. I work from home so needed something more concrete then that.
Called up, presented with another automated message and no option to speak to a human being. Eventually managed to brute force my way through using my mobile phone. Got through to the call centre, the lady was as helpful as she could be. Issues understanding her not withstanding, as I'm sure my accent didn't help either.
But I was told there is a major outage in my postal code affecting 25% of all customers, and to not expect it to be fixed till Thursday the 26th of January???
So it's not going to be working for 6 days? I was just wondering if that was factual, or if it might have just been something I was told to get me off the phone? That's the longest outtage i've ever had with Virgin, and I've been a customer for 20 odd years.
Obviously stings to be paying for a service I cannot use reliably, and it's going to cost me a fortune in petrol commuting as I live miles away from our office.
vmdg505 which I believe is the Superhub 3? Only one single offcolour white thin light on it at the moment. Which I think mean's everything is supposed to be alright? As i've said upload is dipping anywhere between 0.01 and maxing out at 0.30. So there's barely any bandwidth to do anything. Hopefully this image will actually show, as the forum has blocked my last two attempts to show a speed test.
We've now migrated from, slow as dial up used to be. To Disconnecting every 2 minutes. Guess I'll try calling again tomorrow. Not holding out much hope. Service status still tells me nothing. 0800 service status number still tells me nothing.
3 days of this now. 😞
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
Time Priority Description
|21/01/2023 20:11:40||notice||LAN login Success;CM-|
|20/01/2023 11:33:35||critical||No Ranging Response received - T3 time-out;CM-|
|20/01/2023 11:32:43||critical||REG RSP not received;CM-|
|20/01/2023 11:32:43||Error||T6 Timeout and retries exceeded;CM-M|
|01/01/1970 00:03:41||critical||No Ranging Response received - T3 time-out;CM-|
|01/01/1970 00:03:0||critical||DHCP FAILED - Discover sent, no offer received;CM-MAC|
|20/01/2023 10:06:19||critical||No Ranging Response received - T3 time-out;CM-|
|20/01/2023 10:06:19||critical||Unicast Ranging Received Abort Response - initializing|
|20/01/2023 04:04:56||critical||No Ranging Response received - T3 time-out;CM-|
|20/01/2023 04:04:56||critical||Unicast Ranging Received Abort Response - initializing MAC;CM-|
|19/01/2023 18:43:50||critical||No Ranging Response received - T3 time-out;CM-|
|19/01/2023 18:41:56||Warning!||RCS Partial Service;CM-|
|19/01/2023 18:41:56||critical||SYNC Timing Synchronization failure - Loss of Sync|
|19/01/2023 18:41:55||Warning!||RCS Partial Service;CM-|
|19/01/2023 18:41:55||critical||SYNC Timing Synchronization failure - Loss of|
|19/01/2023 18:41:53||Warning!||RCS Partial Service;CM-|
|19/01/2023 18:41:46||Warning!||Lost MDD Timeout;CM-|
|19/01/2023 18:41:41||critical||SYNC Timing Synchronization failure - Loss of Sync;|
|19/01/2023 18:41:40||Warning!||RCS Partial Service;CM-|
|19/01/2023 18:41:40||critical||SYNC Timing Synchronization failure - Loss of Sync;CM-MAC|
Slightly more information. Not the greatest but a case number and an official date in writing is something I suppose.
The estimated repair time is 26 JAN 2023 13:25. We are working as hard as we can to fix this, however due to the complexities of the issue it's taking us a little longer than normal. I have escalated this to our Field support team and here is the Remedy number F010406012. Do regret the inconvenience. I have also cleared the upstream and downstream channels to make sure you are on the least congested band, but we cannot guarantee a stable connection until the outage is fixed. I have also registered you for compensation for loss of services and once the issue has been fixed you will be contacted from us regarding this and get compensated for the same.
Fingers crossed it's fixed by then or sooner.