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Jodi_S
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Message 11 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

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. 
 

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Jodi_S
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Message 12 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

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. 

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Jodi_S
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Message 13 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

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
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Message 14 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

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?

--------------------
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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BIG5AM
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Message 15 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

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

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BIG5AM
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Message 16 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

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 12:50:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:50:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:46:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:23:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:22:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:22:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:21:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:21:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:02:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:01:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:47:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:42:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:42:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:42:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:42:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Martin_N
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Message 17 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

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

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BIG5AM
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Message 18 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

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?All sorted?

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John_GS
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Message 19 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

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,

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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BIG5AM
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Message 20 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

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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