Virgin Media Community

[abcdefghi]

Hi - first time post here after trying customer service phone help several times.  Any help appreciated!

For over a year, our Virgin broadband has been intermittently dropping out. The Wifi works perfectly (we’ve tested this), it's the internet service itself that goes. It used to happen a couple times an hour but now more frequently, often every few minutes. We basically rely on our 4G phone hotspots.

We can see several errors showing up on the router network log every few minutes - full details posted at end.

• SYNC Timing Synchronization failure - Loss of Sync
• RCS Partial Service
• No Ranging Response received - T3 time-out
• also seen “Lost MDD Timeout” errors frequently
• Plus millions of Pre RS Errors and Post RS Errors on most of the Downstream Channels

Based on research on this forum I would guess it's faulty wiring outside our building - between the street and entering our flat, the internet cable runs through three separate metal coaxial cable splitters which are exposed to the elements and look pretty rusty and worn. Unfortunately as we are in a block of flats the cables are not reachable without a ladder.

Tried three times to get Virgin to send an engineer but so far they’ve made us reboot the router, said it was a temporary service fault in the area, or said they resolved it remotely but each time nothing was fixed… 

Network Log

Time	Priority	be Description
04/01/2022 21:16:6	Warning!	RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 21:15:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 21:15:41	Warning!	RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 21:10:23	critical	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 20:51:22	Warning!	RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 20:50:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 20:36:10	Warning!	RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 20:35:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 20:06:16	Warning!	RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 20:05:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 20:05:43	Warning!	RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 20:05:43	critical	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 19:50:18	Warning!	RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 19:49:25	critical	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 19:44:39	Warning!	RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 19:44:13	critical	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 19:25:49	Warning!	RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 19:25:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 18:59:12	Warning!	RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 18:59:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

[abcdefghi]

Here is the Downstream channel information with RS Errors

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	3017564	5397649
2	Locked	40.3	4699480	100823
3	Locked	40.9	6005427	5283857
4	Locked	40.3	4047197	8319549
5	Locked	40.9	343062	254750
6	Locked	40.9	4627878	5698004
7	Locked	40.9	5349510	4006103
8	Locked	40.9	428727	3
9	Locked	40.3	4593	0
10	Locked	40.3	7701	4
11	Locked	40.3	6358	2
12	Locked	40.9	70850	7
13	Locked	40.9	57048	11
14	Locked	40.3	13834	3
15	Locked	40.9	11100	61
16	Locked	40.9	11328	18
17	Locked	40.9	997861	43
18	Locked	40.3	40446	11
19	Locked	40.9	97776	31
20	Locked	40.9	81591	1
21	Locked	40.9	135353	0
22	Locked	40.9	7930	0
23	Locked	40.3	22	0
24	Locked	40.3	14	0

[abcdefghi]

Here is the Upstream Channel info 

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	50.3	5120	64 qam	7
2	53700019	50.5	5120	64 qam	6
3	60300000	50.8	5120	64 qam	5
4	39400020	50.3	5120	64 qam	8

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	8	0
2	ATDMA	0	0	8	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	5	0

[Tudor]

Upstream power levels too high and lots of errors. You probably need a technician’s visit to rectify. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[Ashleigh_C]

Hi there @abcdefghi

Thank you for your post and I am so sorry to hear that you are facing these issues with your service.

I have checked your Hub on our side and it does all appear to be in spec at the moment.

Are you able to repost your Hub logs for us? 

Are you also able to set up a BQM and leave this running for 48 hours then link us to it? 

Thank you