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Getting Beyond Frustrated with Connectivity Issues

I have been having issues with my broadband connectivity for over 5 weeks now, over 4 of those in that in the hands of Virgin Support (using term very loosely).

My broadband has been working fine for years, with the odd local area issues as they do from time to time, but i have maybe needed to restart my router once every 1-2 months at most.

The last 5 weeks I am losing my connection at least once every 24hrs, sometimes 3-4 times within a few hours which has made working from home a minefield for meetings and presentations. Phoned helpline several times and just get the usual restart, factory reset or 'we will just make a change at our end and that should resolve it' responses, i have had two visits from engineers, first just replaced the cable from the splitter to the router even though the signal was apparently fine with the cable i had and had been for years. After that visit and a few more calls they sent a new router out, then after that i had a second engineer call and he put a galvanic isolator in place at the router and did some tinkering at my local cabinet, but all that seemed to do was boost my downstream dBmV from all '-' figures to averaging around +4, but after a few days (and a few more drop outs) they were all back to averaging around 2 and have been dropping off ever since, but as far as i can see they are all still within range of one another and in acceptable limits. He did also mention that the 'network team' mentioned a wide area issue that should be fixed by 12th June, but there was nothing on the Status issues mentioning that and it is still happening now.

I have discovered that soft reset doesn't fix the issue, switch off and back on does not, power off, remove power and back on does not, soft factory reset does not, pinning does not.

The only thing that fixes the problem temporarily is removing the coax cable, letting it drop to a flashing green light for about 5 minutes and reconnecting the coax and i will then get anywhere between 1-24hrs connectivity before having to do it again.

Below are my current readings;

Downstream Bonded Channels    
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
13630000000.938256 qam29
22670000000.238256 qam17
32750000000.238256 qam18
42830000000.738256 qam19
5291000000138256 qam20
62990000001.238256 qam21
73070000001.238256 qam22
83150000001.238256 qam23
93230000001.238256 qam24
103310000001.438256 qam25
113390000001.538256 qam26
123470000001.538256 qam27
133550000001.238256 qam28
143710000001.238256 qam30
153790000000.538256 qam31
163870000000.738256 qam32
173950000000.938256 qam33
184030000000.738256 qam34
194110000000.738256 qam35
204190000000.740256 qam36
214270000000.738256 qam37
224350000000.738256 qam38
234430000000.438256 qam39
244510000000.238256 qam40
      
      
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked38.900 
2Locked38.600 
3Locked38.950 
4Locked38.650 
5Locked38.660 
6Locked38.900 
7Locked38.640 
8Locked38.940 
9Locked38.950 
10Locked38.950 
11Locked38.630 
12Locked38.900 
13Locked38.900 
14Locked38.900 
15Locked38.900 
16Locked38.950 
17Locked38.950 
18Locked38.970 
19Locked38.960 
20Locked40.950 
21Locked38.900 
22Locked38.960 
23Locked38.950 
24Locked38.940 

 

Upstream Bonded Channels    
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
1462000004.6512064 qam3
2537000004.675512064 qam2
3394000004.6512064 qam4
4326000004.6512064 qam5
      
      
      
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log  
TimePriorityDescription
14/06/2020 11:29noticeLAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:12criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:12criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:11criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:10Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:10criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:10noticeLAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:09criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:09criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:07criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 11:05criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

Would appreciate any insight as Virgin seem to be clueless about this and are offering no long term solution, just grasping at straws every time they speak to me.

Thank You.

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Re: Getting Beyond Frustrated with Connectivity Issues

Did forget to mention, my speeds are fine when it is working, no issues there, getting a full 220 down, 21 up.

Maybe also worth mentioning that when i call support and the connectivity is down they cannot connect to the router to check it, so they get me to reset it so that it is connected and then of course they can't see an issue as it is now working.

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Re: Getting Beyond Frustrated with Connectivity Issues

Lost connectivity four times yesterday and overnight;

Around 11:30am, 7pm, 7:45pm (i think, wasn't tracking the time on these two) & 2:30am

Logs look very different this morning, power levels are all over the place, starting to get some post errors;

Downstream Bonded    
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
11390000004.938256 qam1
2147000000538256 qam2
31550000004.638256 qam3
4163000000438256 qam4
51710000003.740256 qam5
6179000000340256 qam6
71870000002.740256 qam7
8195000000238256 qam8
92030000001.538256 qam9
102110000001.438256 qam10
11219000000138256 qam11
122270000000.538256 qam12
132350000000.538256 qam13
142430000000.238256 qam14
15251000000-0.438256 qam15
162590000000.238256 qam16
172670000000.438256 qam17
182750000000.438256 qam18
192830000000.738256 qam19
202910000001.238256 qam20
212990000001.238256 qam21
223070000001.238256 qam22
233150000001.438256 qam23
243230000001.538256 qam24
      
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked38.980 
2Locked38.980 
3Locked38.940 
4Locked38.970 
5Locked40.39180 
6Locked40.350 
7Locked40.350 
8Locked38.960 
9Locked38.9150 
10Locked38.6100 
11Locked38.980 
12Locked38.990 
13Locked38.9110 
14Locked38.9120 
15Locked38.9120 
16Locked38.690 
17Locked38.960 
18Locked38.970 
19Locked38.9100 
20Locked38.990 
21Locked38.980 
22Locked38.990 
23Locked38.970 
24Locked38.990 

 

Network Log  
TimePriorityDescription
15/06/2020 08:20noticeLAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:36Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:36criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:34criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:34criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:33criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:32criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:31criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:31criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:30criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:29criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:28criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:28criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:27criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:25criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:25criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:23criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 02:22criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
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Re: Getting Beyond Frustrated with Connectivity Issues

Just dropped out at around 10:45, could not connect to the router via cable or WiFi, just a solid green light on the front of the router as usual, disconnected the coax as usual, left it for several minutes and reconnected, after a few minutes it was just cycling between a solid green light and a flashing green light, but managed to log in to the router.

On connecting to the router it presented me with the initial setup language choice, so selected this and it had reset back to the default password, so i had to change the password again, finally got in and got the following on my settings;

Cable Modem Status
ItemStatusComments
Acquired Downstream Channel (Hz)

267000000

Ranging

Ranged Upstream Channel (Hz)

Update in progress

undefined

Provisioning State

Offline

 

 

Downstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1267000000-5.538256 qam17
      
      
Downstream bonded channels     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked38.600 
      
      
Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
      
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts

 

Network Log  
TimePriorityDescription
15/06/2020 09:43noticeLAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:43criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:43noticeLAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:42criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:41criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:41criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:40criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:39noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:39criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:35criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:35criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:35criticalRanging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:34criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:34criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:34criticalRanging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:34criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:34criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:34criticalRanging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:33criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 09:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

Had to remove the coax again, wait 10 minutes, replace and i was back online in around 1 minute with a solid white light!?!

All power levels looking normal compared to this morning, between 0.4 - 1.5 and of course all errors reset.

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Re: Getting Beyond Frustrated with Connectivity Issues

Hi Shadoe,

 

Thanks for posting on our community forums. Sorry to hear that your having issues with our internet services we understand the frustration caused when you have intermittent services.

 

When you have the drops outs is it affecting a single device or all devices connected? After a reboot of the router are you having a loss of connectivity soon after this?

 

Please can you let me know the above so we can assist you further.

 

Kind regards Jodi

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Re: Getting Beyond Frustrated with Connectivity Issues

I can't offer any hope I have been having exactly the same problems and have had three visits from various engineers. The last one was very competent but the issue has not been resolved. Like you I have critical Errors especially the No Ranging Response T3 Time out. In addition overnight or really early when I try and run software there is no internet connection whatsoever. I have the old router Superhub ac2 and Virgin have told me that the problem is the hub although it was working fine up until 3-4 weeks ago. The engineers that attended found that there was noise on the line on the last two visits and the last one changed the cable which attached to the hub itself. I don't believe that this is the only problem as it continues I think the problem is within the cables in the street node or cabinet. I sometimes have no internet connection all weekend. On days like today I am having to use my mobile to get connected to the net as there is no stable connection through Virgin.
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Re: Getting Beyond Frustrated with Connectivity Issues

Hi nells,

 

Welcome to our community and thanks for posting. Sorry to hear that you're having similar issues with the loss of connection and drop outs.

 

Upon looking remotely from our end is this a business or residential account that you have with us?

 

If it is a business you will need to contact our business team on 0800 052 0800 so we can look in to this further for you.

 

Kind regards Jodi

 

 

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Re: Getting Beyond Frustrated with Connectivity Issues

Appreciate the reply,

I lose all connectivity, there is no broadband at all, so it impacts all devices whether cabled or connecting over WiFi.

As per my first post, restarting the router does nothing, neither does powering off, pinning or factory reset, the only temporary solution is removing the coax directly from the router, leaving it to drop to a flashing green light, waiting several minutes and then reconnecting the coax (to just over finger tight with the little plastic spanner) and i will get a connection back for 45mins-24hrs, depending how it is feeling that day.

Everything has been fine for years up to almost 6 weeks ago, almost 5 weeks in Virgin's hands to resolve, numerous phone calls, two engineer visits, a switched router, new cable and a galvanic isolator fitted and none of it has made a shade of difference. I have been told that there was a wider area network issue that should have been resolved by last Friday (12th June 20), although there was nothing on the service status, i have been told it was a problem with the router and they had sent a signal to fix the problem only for it to fall over again within hours, i have been told that it was a network issue on your end and they made some changes that will resolve the problem, but it fell over a few hours later.

I really just need some reason and honesty, i would rather someone tell me honestly that they don't know what the issue is than guess and tell me they have now fixed it only for it to fail over and over again afterwards.

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Re: Getting Beyond Frustrated with Connectivity Issues

Thanks for coming back to me Shadoe,

 

With what you have just advised me I think we need to look in to this further for you as it is happening on a regular basis. I will pop you over a private message. Click on the purple envelope to accept the chat.

 

Kind regards Jodi

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Re: Getting Beyond Frustrated with Connectivity Issues

All done, appreciate the response.
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