Constant loss of connection (wifi & wired) 😞

[BIG5AM]

Hi everyone 👋

not sure if anyone can help but here goes!

I’ve been with VirginMedia (Broadband) for many years now but over the past year or so I’ve noticed a steady and gradual decline in the reliability of my service.

Today has been especially unbearable and it's affected my ability to work effectively (Working late to try and catch up). 


I’m seeing huge drops in my connection, where I get no internet at all through the Hub 3 in modem mode and my Eero mesh network lights go red (Hub3 starts doing it's green flashy light things).

I live in Hampshire (Aldershot/Ash area) and wonder if anyone else is experiencing connection issues in and around this area too?



I’ve included screenshots of my monitor from thinkbroadband which I hope helps. (Notice how bad today is!)



I’ve also included logs from the modem.

 I really would love to get this fixed!



It might also be worth mentioning I had an engineer out 3-4 weeks ago who was very kind and helpful… and things did seem better for a week or two, but not over the last 2 weeks unfortunately it’s acting up as it was before – and today is the worst it’s ever been 😖 


The engineer that came around replaced my HUB 3 and also re-fitted the coaxial cable, so I don’t think this is a hardware error, but who knows 🤷‍♂️



My setup is as follows:


Hub3 in Modem mode along with an Eero mesh. All nodes (bar 1) are wired up by ethernet.


Thanks in advance.

Network LogTime Priority Description

08/06/2021 21:13:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 21:13:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 21:12:42	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 21:11:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 21:10:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 21:09:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 21:08:0	critical	Received 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;
08/06/2021 21:00:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 21:00:23	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 21:00:23	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 21:00:23	critical	Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 21:00:22	critical	Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:58:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:58:22	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:58:22	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:58:22	critical	Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:58:22	critical	Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:58:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:57:34	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 20:57:34	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Jodi_S]

Hi BIG5AM,

Thanks for posting on our community forums. Really disappointed to hear that your engineers visit has not improved the intermittent drop out that you are still experiencing.

Remotely looking from our end with the details you have provided for your community profile, I have located your account and performed further checks for you.

The strange thing is all the power levels are nice and green and there are no SNR issues either. I checked to make sure you are not being affected by any outages which may have an affect on your services.

As the issue is still persisting even though there are no concerns from our end, we will need to go back to the technician and possibly rebook him our for you.

I will pop you over a private message to take some details. Click on the purple envelope to accept the chat.

Kind regards Jodi. 
 

[Jodi_S]

Hi BIG5AM,

Just a quick note to say I have emailed the area field managers to see if there is anything different we can do for you. I don't want to book another technician and the problem still persist.

I have asked if there is anyway we can return to make sure that its not something bigger that we are missing. As soon as I have any response I will post back to you.

I really appreciate your patience with this.

Kind regards Jodi. 

[Jodi_S]

Hi BIG5AM,

Just to let you know the area field manager Mark has come back to me and advised he can get a health check done for you on Saturday if this is convenient for you?

Please let me know so we can get this arranged.

Kind regards Jodi.

[jbrennand]

What's the BQM looking like since the tech visit - post the link to sg]ahre live graph" s per details on their website.

Also are the Post RS error counts increasing with time from those you posted earlier?

[BIG5AM]

Yep, works for me. Just want to get this sorted asap. thanks

[BIG5AM]

BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e551d72146f03d384f27fb0b1e6ff438ee...


One other thing I've just noticed is that the time of each log entry is 1 hour out. I logged in at 13:50:5 (not 12:50:5).

doubt that is the cause of my woes tho!

Network Log

Time Priority Description

15/06/2021 12:50:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:50:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:46:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:23:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:22:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:22:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:21:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:21:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:02:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:01:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:42:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:42:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:42:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:42:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Martin_N]

Hi BIG5AM,

Thank you for that information. 

I have spoken with my colleague and the visit has been booked in for you. 

I will private message you to confirm the date/time slot. 

^Martin

[BIG5AM]

Getting a bit frustrated here now.

3rd Engineer turned up on Saturday with no background understanding of the problems i was facing. He didn't actually do anything. After explaining to him the TPLINK switch I have connected to my modem was indeed a Switch and not a Wireless Booster, he made a few phone calls and then said he'd get the 'network people' to look at box on the street.

He also gave me his number, and I messaged him yesterday to check if he's called the 'network people' but I havnt heard anything back from him yet.

Can anyone at Virgin let me know if this is going to happen?

As you can see in the image - i'm still experiencing issues. 

Yesterday was particulary bad and it dropped out of an important conference call i was on

Also, i don't want anymore leaflets.

Thanks.

All sorted?

[John_GS]

Hi BIG5AM

Thanks for coming back to us.

I have reached out to the field team for an update on any network involvement in this matter and will be in touch as soon as I know anything.

Best,

[BIG5AM]

Any news on this?

Still gettting constant disconnects.........

---

@John_GS wrote:

Hi BIG5AM

Thanks for coming back to us.

I have reached out to the field team for an update on any network involvement in this matter and will be in touch as soon as I know anything.

Best,

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