Virgin Media Community

[mnaonon]

Hi,

I am having constant problems with broadband. It drops all the time even when I am connected to the router with full signal strength. I need to restart router every day and reset when I have patience...

the logs are as follows.

Network Log

Time Priority Description

22/01/2021 17:37:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 15:12:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:10:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:10:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:10:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:10:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:10:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:57:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:14	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:12:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:12:28	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:12:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:12:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

What do you recommend? 

Thank You. Regards.

[mnaonon]

other logs:

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	0.2	38	256 qam	25
2	203000000	1.7	38	256 qam	9
3	211000000	1.5	38	256 qam	10
4	219000000	1.5	38	256 qam	11
5	227000000	1.2	38	256 qam	12
6	235000000	1.2	38	256 qam	13
7	243000000	1.2	38	256 qam	14
8	251000000	1.2	38	256 qam	15
9	259000000	1	38	256 qam	16
10	267000000	0.7	38	256 qam	17
11	275000000	0.5	38	256 qam	18
12	283000000	0.2	38	256 qam	19
13	291000000	0.2	38	256 qam	20
14	299000000	0.2	38	256 qam	21
15	307000000	0.2	38	256 qam	22
16	315000000	0.2	38	256 qam	23
17	323000000	0.4	38	256 qam	24
18	339000000	0.4	38	256 qam	26
19	347000000	0.5	38	256 qam	27
20	355000000	0.2	38	256 qam	28
21	363000000	0.2	38	256 qam	29
22	371000000	0.2	38	256 qam	30
23	379000000	0.2	38	256 qam	31
24	387000000	0	38	256 qam	32

[mnaonon]

other logs:

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	201232	12860
2	Locked	38.6	484573	18053
3	Locked	38.6	474896	17966
4	Locked	38.6	476468	21748
5	Locked	38.9	475542	17447
6	Locked	38.6	492166	29670
7	Locked	38.6	418392	27357
8	Locked	38.6	419434	26142
9	Locked	38.9	382660	26040
10	Locked	38.6	397592	27370
11	Locked	38.6	367591	27094
12	Locked	38.9	388854	28428
13	Locked	38.9	363721	27355
14	Locked	38.6	353759	29204
15	Locked	38.9	292213	34702
16	Locked	38.6	292373	35604
17	Locked	38.6	249563	36504
18	Locked	38.9	154361	24846
19	Locked	38.6	124804	25826
20	Locked	38.6	103313	26804
21	Locked	38.9	92036	27835
22	Locked	38.6	78075	29588
23	Locked	38.6	73114	26313
24	Locked	38.6	51670	26754

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

1	53699956	51	5120	64 qam	6
2	46200000	51	5120	64 qam	7
3	39400054	51	5120	64 qam	8
4	60300000	51	5120	64 qam	5

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	11	0
4	ATDMA	0	0	1	0

[Emma_C]

Hi Mnaonon, 

Thanks for your post and welcome to our community. 

I am really sorry that you're having some issues with the service this isn't good. 

I've ran some checks from the back end of things from here and I can't see any obvious issues. Can you confirm that the hub is in the up right position and in an open space? 

[mnaonon]

Hi Emma,

Thanks for your message. I can confirm both things but clearly something is wrong - have you seen how many errors the report I posted here has shown? We need a solution ASAP as we can’t continue as is 

[mnaonon]

Also, this is an intermittent issue and the broadband is completely unreliable - every single day we have issues. For example, Alexa is 20 away from the router and suddenly stops playing music due to loss of connectivity. Clearly our logs show there is a problem - if nothing is done by Virgin to fix the problem, we will make a final written complaint to Virgin and we will be leaving. 

[Emma_C]

We've gone ahead and booked an engineer visit for you. 

We can only book the next available slot but you'll be able to arrange this via your online account if it doesn't suit. 

I'm sure the engineer can take a closer look and get things sorted. 

Any issues after the visit do let us know. 

[mnaonon]

Dear Emma, an engineer came to my house and he said that there was in fact a problem as the signal was very low. He went outside the house where the fibre is coming from and made some changes. Then he referred it was fix. For the first couple of days the issue was in fact resolved. Then, it got worse, worse and worse and now we have to constantly reset router or use our mobile broadband to attend our meetings. This is completely unacceptable. Today the speed test was 969 KBPS!!! How this is possible? 

Can you please let me know what can you do as we cannot loose our jobs because of Virgin not able to deliver a service we are paying for?

Many thanks.