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David-B1
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Message 11 of 20
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Re: Connection Dropping.

I rang them today and still with no luck, they're now saying there's a fault in the area that's causing TV to buffer and the internet to drop which I don't suspect is the problem because this has been happening way before the reported fault. As I sit her now I'm still getting these error messages on the Network log and the tv buffering plus the internet buffering/dropping. Is there any way I can book an engineer through here or be put through to someone that can book one for me as I'm done with the customer service via phone they just don't listen whatsoever.

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wonkotsane
Fibre optic
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Message 12 of 20
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Re: Connection Dropping.

If you call back you should get then to the UK. Go through to cancellations.

Massage an ego, click the kudos button. If someone answers your question, mark it as helpful.
Be nice, eat all your vegetables and keep your room tidy.
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Forum Team
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Message 13 of 20
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Re: Connection Dropping.

Hi, David-B1.

 

Sorry for the broadband issues. 

 

So I can assist you further, I'll be sending you a quick PM to have a look at the account, run some tests etc.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Talkingheads78
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Message 14 of 20
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Re: Connection Dropping.

Hi all, 

Sorry to tag on to this topic but I'm seeing my connection dropping constantly. I reported this and had an engineer out who said there were something like 300 dropped connections in the log but he'd fixed the issue. Lo and behold the issue persists and I'm seeing the dropped connections across all devices - hardwired tv, laptop on wireless (running a Carbon x1 6th gen), iphone dropping, tablet dropping, Amazon echo dropping connection... getting really frustrating and wondering if there is anything in the community that can help before I raise another case?

If logs etc would be helpful can you PM me with instructions how to access and export the logs and I'll happily share. 

Thank in advance

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Forum Team
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Message 15 of 20
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Re: Connection Dropping.

Hi Talkingheads78,

 

Thank you for your post. I'm sorry to hear this. 

 

I will private message you so we can look into this.

 

^Martin

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harrylesanto
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Message 16 of 20
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Re: Connection Dropping.

I've been having similar dropouts, a good 10 or so times a day at fairly random times for a couple of minutes in each instance, been going on for weeks now. We had a hub replacement, followed by an engineer visit (changed the attenuator) then another engineer (same again, removed the previous attenuator) and now whenever I call they tell me they can't see any problem. I had one operator try to convince me it was because I was using a long ethernet cable (20m... it's hardly a seafloor cable), despite the fact that all my wired and WiFi devices disconnect at the same time, then I had another operator tell me they were going to send something to my hub within the next 24 hours that should stabilise the connection, whether he was just lying to get me off the phone or whether he really did that and it just hasn't worked I don't know but that was over 24 hours ago now so I gave it the time I was told to and it's had no effect whatsoever.

 

I'll post my logs below in case they're helpful at all. I really don't want to leave VM as we get a much faster connection than we would on a copper line, I'm on 350 where we'd get max 80 on the any of the other providers that're on the openreach network, but at least then I'd potentially have a stable line (I work for Openreach so I'd even be able to fix my own faults that way)...

12/05/2019 13:58:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 13:58:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 13:58:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 13:59:15criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 13:59:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 13:59:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 13:59:39criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:02:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:02:51criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:03:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:04:3criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:04:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:04:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:04:33criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:05:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:05:33criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:42:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:42:33criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:42:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2019 14:43:3criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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harrylesanto
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Message 17 of 20
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Re: Connection Dropping.

I'll also post power levels here because why not.

Downstream bonded channels

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

1323000000540256 qam24
22030000004.840256 qam9
32110000004.538256 qam10
42190000004.440256 qam11
52270000004.340256 qam12
62350000004.540256 qam13
72430000004.540256 qam14
82510000004.540256 qam15
92590000004.540256 qam16
102670000004.640256 qam17
112750000004.640256 qam18
12283000000540256 qam19
13291000000540256 qam20
142990000005.140256 qam21
153070000005.140256 qam22
163150000005.340256 qam23
174270000005.140256 qam25
184350000005.140256 qam26
194430000005.340256 qam27
204510000005.340256 qam28
214590000005.340256 qam29
224670000005.140256 qam30
234750000004.840256 qam31
244830000004.640256 qam32



Downstream bonded channels

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

1Locked40.361272257
2Locked40.9136363897
3Locked38.9128484007
4Locked40.3146833591
5Locked40.3458346484
6Locked40.3280063836
7Locked40.3109303191
8Locked40.996862754
9Locked40.988002969
10Locked40.376602716
11Locked40.372822573
12Locked40.363642899
13Locked40.363252839
14Locked40.363592662
15Locked40.358122684
16Locked40.358772208
17Locked40.940281356
18Locked40.341851283
19Locked40.342171418
20Locked40.341041240
21Locked40.340561252
22Locked40.339321045
23Locked40.337041264
24Locked40.336381061

 

Upstream bonded channels

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

1258000004.5512064 qam4
2462000004.625512064 qam1
3326000004.575512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
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Talkingheads78
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Message 18 of 20
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Re: Connection Dropping.


@harrylesanto wrote:

I've been having similar dropouts, a good 10 or so times a day at fairly random times for a couple of minutes in each instance, been going on for weeks now. We had a hub replacement, followed by an engineer visit (changed the attenuator) then another engineer (same again, removed the previous attenuator) and now whenever I call they tell me they can't see any problem. I had one operator try to convince me it was because I was using a long ethernet cable (20m... it's hardly a seafloor cable), despite the fact that all my wired and WiFi devices disconnect at the same time, then I had another operator tell me they were going to send something to my hub within the next 24 hours that should stabilise the connection, whether he was just lying to get me off the phone or whether he really did that and it just hasn't worked I don't know but that was over 24 hours ago now so I gave it the time I was told to and it's had no effect whatsoever.


That sounds exactly like my interaction with them so far too. One of the team here is PM'ing me to try and resolve but the faster speed is only worth it if it actually stays up and I can get the same coverage in my house as I did with Plusnet. My father-in-law has moved over and reporting all the same issues as well with the connection dropping and the reach of the wifi signal nowhere near matching his old Sky service ... let's see what happens but I am considering my options to leave as it is not offering the same level of service as the old 80Mb connection which is a bummer for me but as I work from home and do a lot of video conferencing I cannot have the signal dropping ... 

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Talkingheads78
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Message 19 of 20
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Re: Connection Dropping.

Hi Martin - I can't reply to your PM (unexpected error 1F7D70E0). but replying yes to your question
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Forum Team
Forum Team
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Message 20 of 20
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Re: Connection Dropping.

Do you have another internet browser you can try this on? 

 

^Martin

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