Virgin Media Community

[disrupted]

Hi all,

since 30 Jan, on Hub 3, 250Mbs package, no wiring or any other changes (after having had perfect connection for ages):

- broadband connection comes & goes, some periods are bareable, but often it dies every literally every other minute. I have set up a BQM and recent pic is below.

- Hub3 every time logs what I exemplify below as recent logs;

I have logged a fault, I was treated to "improving services" message after that - and this morning SMS about everything being fine / fixed. It isn't, as illustrated below. Phone support has been surprisingly unhelpful, they read off the notes that some work in the area fixed all issues.

I just don't know what to do? please it has become unusable - this message was typed during 4 attempts.

Network Log

Time Priority Description

07/02/2023 14:47:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:47:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:47:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:47:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:47:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:46:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:46:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:46:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:46:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:45:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:45:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:45:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:45:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:43:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:43:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:43:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:43:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:42:28	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:42:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2023 14:42:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[disrupted]

arrgh sorry, sorry, it cannot take the full logs, trying the up/downstream as addons below:

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49600000 37.5 5120 64 qam 1
2 23600000 36 5120 64 qam 5
3 36600000 37 5120 64 qam 3
4 30100000 36.5 5120 64 qam 4
5 43100000 37.3 5120 64 qam 2


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 2 0



Refresh data

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 5 37 256 qam 9
2 211000000 4.9 37 256 qam 10
3 219000000 4 37 256 qam 11
4 227000000 3.7 37 256 qam 12
5 235000000 4 37 256 qam 13
6 243000000 3.5 36 256 qam 14
7 251000000 2.5 36 256 qam 15
8 259000000 2.5 36 256 qam 16
9 267000000 3.2 37 256 qam 17
10 275000000 3.5 37 256 qam 18
11 283000000 3.5 37 256 qam 19
12 291000000 3.5 37 256 qam 20
13 299000000 3.7 37 256 qam 21
14 307000000 4 37 256 qam 22
15 315000000 3.5 37 256 qam 23
16 323000000 3.7 37 256 qam 24
17 331000000 3.7 37 256 qam 25
18 339000000 3.5 37 256 qam 26
19 347000000 3.5 37 256 qam 27
20 355000000 3.5 37 256 qam 28
21 363000000 3.5 37 256 qam 29
22 371000000 2.9 37 256 qam 30
23 379000000 2.2 37 256 qam 31
24 387000000 2 37 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 638 6899
2 Locked 37.6 639 7940
3 Locked 37.3 1102 4332
4 Locked 37.3 634 4884
5 Locked 37.3 640 7850
6 Locked 36.6 719 4391
7 Locked 36.6 1163 7100
8 Locked 36.6 1200 3871
9 Locked 37.3 1072 4268
10 Locked 37.3 946 4939
11 Locked 37.3 1035 4710
12 Locked 37.3 872 5061
13 Locked 37.3 538 4045
14 Locked 37.6 848 11124
15 Locked 37.6 1433 10608
16 Locked 37.3 1456 9748
17 Locked 37.6 1443 2670
18 Locked 37.6 1534 2635
19 Locked 37.6 1172 2964
20 Locked 37.3 1509 11005
21 Locked 37.6 1518 10610
22 Locked 37.6 1425 10400
23 Locked 37.3 1932 17167
24 Locked 37.3 947 10871

[disrupted]

argh, sorry sorry it didn't accept the full length, trying to add the other logs now:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	49600000	37.5	5120	64 qam	1
2	23600000	36	5120	64 qam	5
3	36600000	37	5120	64 qam	3
4	30100000	36.5	5120	64 qam	4
5	43100000	37.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	2	0

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	5	37	256 qam	9
2	211000000	4.9	37	256 qam	10
3	219000000	4	37	256 qam	11
4	227000000	3.7	37	256 qam	12
5	235000000	4	37	256 qam	13
6	243000000	3.5	36	256 qam	14
7	251000000	2.5	36	256 qam	15
8	259000000	2.5	36	256 qam	16
9	267000000	3.2	37	256 qam	17
10	275000000	3.5	37	256 qam	18
11	283000000	3.5	37	256 qam	19
12	291000000	3.5	37	256 qam	20
13	299000000	3.7	37	256 qam	21
14	307000000	4	37	256 qam	22
15	315000000	3.5	37	256 qam	23
16	323000000	3.7	37	256 qam	24
17	331000000	3.7	37	256 qam	25
18	339000000	3.5	37	256 qam	26
19	347000000	3.5	37	256 qam	27
20	355000000	3.5	37	256 qam	28
21	363000000	3.5	37	256 qam	29
22	371000000	2.9	37	256 qam	30
23	379000000	2.2	37	256 qam	31
24	387000000	2	37	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.3	638	6899
2	Locked	37.6	639	7940
3	Locked	37.3	1102	4332
4	Locked	37.3	634	4884
5	Locked	37.3	640	7850
6	Locked	36.6	719	4391
7	Locked	36.6	1163	7100
8	Locked	36.6	1200	3871
9	Locked	37.3	1072	4268
10	Locked	37.3	946	4939
11	Locked	37.3	1035	4710
12	Locked	37.3	872	5061
13	Locked	37.3	538	4045
14	Locked	37.6	848	11124
15	Locked	37.6	1433	10608
16	Locked	37.3	1456	9748
17	Locked	37.6	1443	2670
18	Locked	37.6	1534	2635
19	Locked	37.6	1172	2964
20	Locked	37.3	1509	11005
21	Locked	37.6	1518	10610
22	Locked	37.6	1425	10400
23	Locked	37.3	1932	17167
24	Locked	37.3	947	10871

[David_Bn]

Good Afternoon @disrupted, thanks for your post and very warm welcome to you! 😊

Sorry to hear of the recent broadband issues, can you possibly provide us with an update on how the services are currently performing?

Have you checked our Service Status Checker or called our Service Status Line 0800 561 0061 for an update on any outages we may be experiencing?

Kindest regards,

David_Bn

[disrupted]

Hi,

Well, whilst the automated fault phone line tells me there is a 'complex' problem in my area, it confirms intermittent continuing issues - also, phoning the fault team on a daily basis confirms there is an area issue, BUT the service checker website seems to be in a parallel Universe as it goes from "no issues" (whilst at the same time phone line says what I described) to area issues - then latter vanishes again, but with ZERO correlation with actual facts. 

This has been the story from the start, automated line + fault team have been telling me they could see more than 800 disconnects in just one day, they could tell me a yet again moved estimate of fixing it (it;s been moving forever with no end in sight), BUT the website and app keep telling me no issues.

Since 30 January, with all my logs and quality monitor diagrams, being constantly faced with the total contradiction between several systems and the faul team's updates, I just don't know what to do any more  - apart from running out of patience and leaving VM for good, after more than a decade of spotless internet service. 

==> In short: it is still cutting out regularly, during some periods does this very often, this afternoon only few times per hour... but it is completely random, and everything at my end plus what the fault team confirmed shows network issues on VM side. 

I just cannot get a time estimate, after almost 2 weeks, that will actually result in a working stable internet again.

[disrupted]

Dear @David_Bn

further to my earlier reply, it has become absolutely unusable overnight, this morning it cut out dozens of times in the past 40 minutes only. 

Fault helpline is telling me still ongoing area issue, but both app and website status checker pages tell me everything is fine. 

Is there ANY way of tracking this, a fault reference, and accurate status with fix estimates? (Latter, when I managed to get one, are just moving into the future and there is no end to this). 

[Ilyas_Y]

Thanks for the reply on the forums @disrupted.

Sometimes the information doesn't match up on the service checker from what we have 😞
I will look in to this for you and assist you on this.
I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[bhose]

Hi. I've been getting the same thing. No idea why. The service status does say some issues in my are but.....my iPadPro and iPhone are still getting the fastest 300mbs service ! It's only my MacBook Pro that keeps cutting out and when I do get a connection it's a relatively slow 30mps.

[legacy1]

---

@bhose wrote:

Hi. I've been getting the same thing. No idea why. The service status does say some issues in my are but.....my iPadPro and iPhone are still getting the fastest 300mbs service ! It's only my MacBook Pro that keeps cutting out and when I do get a connection it's a relatively slow 30mps.

---

Likely a fault with your MacBook Pro test by wire.

[disrupted]

@Ilyas_Y  thank you, I replied in private.

A public (and soon to be much more public) summary of the revealed & consistently recorded fundamental failures in VM processes, fault management, subcontractor management and communication issues are at the moment looking like this:

1. The most serious and raising very heavy questions about VM and their subcontractors doing network maintenance: several times same persistent area fault is closed as "fixed" while the fault is ongoing and continues for days.

a) When again area fault is flagged, the F-number of the fault ticket differs. Therefore somebody created new ticket instead of reopening and tracking previous one - also, when closing it, did not perform tests that would have clearly shown the continued fault. 

When one night they did this for the Nth time, at the very time the "fixed" news came, there were so frequent disruptions that 1 minute (!) of pings would have shown anybody if tried. 

==> Based on captured data, either subcontractors are deliberately doing this & lying to VM (and ultimately customers), or they are this incompetent and the process allows this farce to take place without any accountability.

2. Customer reports of fault, recorded over days and relentlessly occurring, can be contradicted by VM system that lags behind sometimes by hours or even days, whilst at the same time another VM system can state unreal and/or contradictory infomation about very same issue at the exact same time. 

For example, status check site vs. fault helpline postcode-based status check vs. fault team. 

This eminently shows total lack of communication & synchronisation of tools, databases, humans - when it comes to systematic and process-based tracking of the same fault over time. 

3. If/when constantly present fault (shown by ping statistics & Hub logs) is eventually escalated to an area fault, the above absurd contradictions can continue for hours and days, until all information aligns.

Again, total chaos and lack of processes and/or gross incompetence in applying them.

4. Overseas, out of UK office hours fault team staff has virtually no visibility on account holder's key information & history related to the continually reported, reopened, escalated fault. They do not even see e.g. ping statistics that UK team immediately confirms to customer about thousands of disconnects and area faults as root causes. 

This leads to completely absurd conversations and futile attempts to have a consistent timeline with tracking of the same fault over time. 

5. Overseas fault team's competence in understanding elementary aspects is basically zero (e.g. network SNR-induced sync losses, PostRS error stats etc.). They claim they cannot even see ping statistics or previous fault ticket F-numbers (see previous point). They go through script, despite area fault (!) asking customer to factory reset and/or power cycle the router. 

This gross incompetence and/or lack of care/involvement with information provided by customer leads to e.g. several times booking technician (for an area fault!!!!) that is soon after (rightly) cancelled by VM system or persons with reason given via app notification: area fault, not individual connection issue - so obviously pointless technician booking. 

6. There is no way for customer to connect the dots via fault reference number - not even VM staff can connect the entire history that goes on for weeks as one continuous fault record. 

Different people via calls rerouted from different teams are handling everything from zero, with a few exceptions (e.g. UK fault team, when reachable). Also, formal complaints are created without a systematic custody chain and contactability from customer's end. 

This is something I at least in my entire professional life in related sector have not seen in any organisation. It is beyond absurd, and after tracking a fault since 30 January, and having raised it as a eminent network issue since 4 Feb, I cannot find any civilised term to describe VM internal processes and fault management.