on 04-01-2022 22:03
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.
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; |
on 04-01-2022 22:07
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
|
on 04-01-2022 22:08
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 |
on 04-01-2022 22:37
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.
on 07-01-2022 15:39
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