on 30-10-2021 22:14
I'm using my Hub 3 in Modem mode. It’s been working for several years with no noticeable issues… but for the last week, it started disconnecting around the same time every day. Running tests via the VM website do not reveal any errors. However, my network log shows warnings and critical errors and the Broadband Quality Monitor (BQM) shows high latency and dropped packets.
Every day, the network log shows the following warnings and critical errors between 10 and 12noon, and then at around 4pm. My family uses Internet heavily in the evening, but not as much at midday when it fails. It seems to get worse after each attempt by VM customer service to fix it.
Network Log Summary:
“Critical - SYNC Timing Synchronization failure - Loss of Sync”
“Warning - RCS Partial Service
"Critical - No Ranging Response received T3 timeout"
Plus a critical error from 1970 ?!
(See here for an explanation of these errors)
All internet connectivity is lost, and the hub tries to renegotiate channels, sometimes several times a day. The rest of the time, the network is good - even at night when there’s a lot of streaming and gaming activity.
I've read many posts with similar problems, but not many solutions, and everyone's setup is different. I need some help to identify the cause of my issue. Really appreciate any advice you may have.
Here's a diagram of my setup showing all wired devices:
My Setup:
Total Connected (not all used at once):
20 wired devices (maximum 12 in concurrent use).
10 wireless devices
48 zigbee smart bulbs, sensors, switches and sockets (Hue)
Broadband Quality Monitor (BQM):
Issue:
Some outages are very short, and the frequency of occurrence varies, but it usually fails and reboots itself between 10am and 11am - even though demand is low and not many devices are being used at that time.
Attempts to rectify:
Possible Correlation:
The problem seemed to start around the same time that I added a PoE wireless outdoor AP (Access Point). But when I disconnected the AP it still failed, so I don’t think it’s the cause.
Around this time my neighbour also got Virgin Media installed, but VM say that is not related (I remain sceptical).
The large green junction cabinet on the street nearby has a door that keeps falling off. I have booked an engineer to fix via 0330 333 0444
Answered! Go to Answer
on 02-11-2021 12:45
on 02-11-2021 14:03
Thanks for your reply Beth_G.
I find it perplexing that over the last twelve days I've carried out line status checks in numerous ways, reported damage to the nearby cabinet, and had engineer visits... but today is the first acknowledgment of "obvious signal issues".
The latest engineer has replaced the modem, moved my "T-bar" (?) in the cabinet and booked someone else from the "cabinet department" to inspect it further. So fingers crossed, it will hopefully be OK now. Is there any way of knowing when the cabinet will be inspected?
on 02-11-2021 15:40
@gary_dexter wrote:
You have a line issue as denoted by the Post-RS errors
I don't understand how Virgin Tech support works. 13 days ago I checked the service status via the website, app and phone service. I also phoned VM and an engineer visited the property. At no point did they acknowledge any issue with the line. Is it possible for VM customer service representatives to see my network log? Do engineers who visit look at the logs? ... or do I need to post logs here in order to make VM aware?
on 02-11-2021 15:44
on 02-11-2021 18:09
@jbrennand wrote:
Gary is right you have a connection issue. call it in or wait here for a day or two and a VM person will take a look at it -<snip>
John, the VM mods have already responded to the OP’s original post and an engineer has been booked. I did advise the OP not to be double posting as it only confuses everyone.
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on 02-11-2021 18:23
@Adduxi wrote:
@jbrennand wrote:
Gary is right you have a connection issue. call it in or wait here for a day or two and a VM person will take a look at it -<snip>John, the VM mods have already responded to the OP’s original post and an engineer has been booked. I did advise the OP not to be double posting as it only confuses everyone.
OK cheers - I just thought it would have been merged into one thread but never looked to check 😎
on 03-11-2021 11:52
Update:
Following on from my update yesterday I can confirm that despite three booked engineer visits, the problem is re-occurring at around the same time of day.
Yesterday, the engineer confirmed there appears to be a fault in the street cabinet - which I previously reported via VM Customer Service and the automated phone service - so please can someone come and sort it out.
on 03-11-2021 18:55
I have reported the cabinet fault to the automated phone line again (3rd time), but the system does not recognise my Virgin Mobile Number, so I cannot get a txt update. How can I get confirmation that it is in fact scheduled? ... and does anyone know how to get the automated system to accept a mobile phone number? I've tried 079xxx, +4479xx and 4479xx.
on 05-11-2021 19:29
Hi katspike,
Thanks for posting, and sorry to see you've had some connection issues.
If you've already booked a technician visit, this should show via your online account here
Let me know if nothing is showing and I can pop you over a private message and have a look from here.
Alex_Rm
on 05-11-2021 19:57
Thanks Alex
Yes I've booked another technician for the fourth time... he is due tomorrow. HOWEVER, the previous engineer confirmed my report about the fault on the line at the street cabinet, so I'm trying to get the message to Virgin that they need to send someone capable of dealing with a signal issue at the cabinet - which is particularly bad between 8am and noon.