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Can't sign in on live chat and need to book a senior mutli skill engineer

Romona
Tuning in

Hi, as the title suggests I am in need of a way to book a senior multi skill engineer as suggested to request for by a service rep through live chat yesterday. I have been trying to get in contact through another service rep to send said request, however i'm stuck in a technical loop as it seems. I can get up to the point found in the picture below, but once I click on the signed in button, the page refreshes, and does nothing. I am wondering if anyone has any idea of what I can do as working this through the phone also doesn't lead me anywhere. I am simply sent a link to a service check which doesn't help with my problem that doesn't consistently come up, regardless of the obvious presence of my intermittent internet problem.

Romona_0-1686907668678.png

 

1 ACCEPTED SOLUTION

Accepted Solutions

Tudor
Very Insightful Person
Very Insightful Person

Too many errors Pre and Post errors, but the figures are accumulative since the hub was last power cycled. So please turn off your hub for a short period, this will reset the counters, then post a new full set of stats after about two hours. This will indicate the current line status. I think you will need a technician’s visit to rectify.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

See where this Helpful Answer was posted

11 REPLIES 11

Tudor
Very Insightful Person
Very Insightful Person

Please fully explain your problem with the internet not live chat and then people can help you and point you in the correct direction to get it resolved.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Understood.

I have had what most seems to resemble an intermittent internet connection for quite some time now. At one point I got an engineer booked through the service check tool, they came in, fixed some power levels and some other stuff, and it seemed to fix the issue for at best a few hours, I think. Tried the same thing, but the issue was now not consistently popping up on the service check, eventually got another appointment through live chat, got cancelled,

Romona_0-1686908759834.jpeg

I followed the instructions, and had the service up and running for about an hour and a half before the issues came up again. Got through to another live chat, was told "I have re-ran the Hub Program, which will reduce the Interference level & Network coverage & latency issues if any. I have also cleared the upstream and downstream channels to make sure you are on the least congested band.". Followed instruction and the issues were still present. To note, I had followed any common solutions such as factory resetting the hub, restarting it and whatnot.

 

 

Romona
Tuning in

BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8aac8be6c4c51d44c73fdad818af79e03a96f19

newapollo
Very Insightful Person
Very Insightful Person

Hi Romona 

That BQM  doesn't look very good at all.

Call  the  Service Status number on  0800 561 0061.  This often gives details of more local issues down to postcode level than the online checker which mainly reports large area faults.

Check all of your cabling, especially the white coaxial cable, and make sure it's snug and tight and free from all kinks.

There are a lot of tech guru's on the forum that can look into your issues so please open a browser page and type in 192.168.0.1  On the page that opens click on the link below the login box that says "Check router status"

This brings up a section containing the hub stats   (the hub Router Status page)

Please  copy/paste 3 FULL sets of data onto here (not screenshots) – from the Downstream, Upstream, & Network Logs pages. (just click on each section in the navigation bar)

When posting the Network Logs you will see an error message (that's just the forum system blanking out the MAC addresses which can't be displayed), ignore this and just click on Reply (or Post) again, then your post will be approved.

Dave
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Gotcha.

I agree. And I shall call that number when I get the chance. I checked all the cabling and found nothing to be particularly loose or kinked.
-------

Downstream bonded channels

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

1227000000-0.938256 qam12
2139000000038256 qam1
31470000000.538256 qam2
41550000000.238256 qam3
5163000000-0.238256 qam4
6171000000-0.238256 qam5
7179000000-0.438256 qam6
8187000000-0.438256 qam7
9195000000-0.738256 qam8
10203000000-0.938256 qam9
11211000000-0.938256 qam10
12219000000-138256 qam11
13235000000-138256 qam13
14243000000-1.238256 qam14
15251000000-1.538256 qam15
16259000000-1.738256 qam16
17267000000-2.538256 qam17
18275000000-2.738256 qam18
19283000000-2.538256 qam19
20291000000-238256 qam20
21299000000-138256 qam21
22307000000-0.438256 qam22
23315000000038256 qam23
24323000000-0.238256 qam24



Downstream bonded channels

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

1Locked38.612691372919
2Locked38.622816297488
3Locked38.920322379738
4Locked38.615982316706
5Locked38.99304205387
6Locked38.632192625279
7Locked38.621847356015
8Locked38.629047535415
9Locked38.927807489917
10Locked38.635929667387
11Locked38.620024432290
12Locked38.612990303314
13Locked38.615540470228
14Locked38.620295542509
15Locked38.618806516088
16Locked38.96395180774
17Locked38.66783196949
18Locked38.63671120225
19Locked38.98027214899
20Locked38.615995400899
21Locked38.611030351426
22Locked38.6645351228098
23Locked38.9583411047717
24Locked38.6392551014596



 

I'm just reiterating just incase, since I'm assuming these might look different given I was told  they "cleared the upstream and downstream channels to make sure you are on the least congested band".

Romona
Tuning in

Upstream bonded channels

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

14959999846.3512064 qam1
22360003146.3512064 qam5
33010001946.3512064 qam4
43660000046.3512064 qam3
54310002446.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0000
5ATDMA0000

Romona
Tuning in

Network Log

Time Priority Description

16/06/2023 10:34:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 10:34:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 10:29:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 10:29:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 10:09:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 10:09:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 10:09:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 10:09:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 10:07:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 10:07:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 09:27:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 09:27:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 09:26:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 09:26:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 09:26:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 09:26:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 09:26:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 09:26:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 08:29:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2023 08:29:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Tudor
Very Insightful Person
Very Insightful Person

Too many errors Pre and Post errors, but the figures are accumulative since the hub was last power cycled. So please turn off your hub for a short period, this will reset the counters, then post a new full set of stats after about two hours. This will indicate the current line status. I think you will need a technician’s visit to rectify.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2