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mnaonon
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Incredibly Poor Service and Consistent Broadband Issues M350

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 17:37:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 15:12:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:10:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:10:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:10:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:10:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 14:10:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:57:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:13:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:12:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:12:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:12:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 13:12:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

What do you recommend? 

Thank You. Regards.

mnaonon
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Re: Incredibly Poor Service and Consistent Broadband Issues M350

other logs:

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000000.238256 qam25
22030000001.738256 qam9
32110000001.538256 qam10
42190000001.538256 qam11
52270000001.238256 qam12
62350000001.238256 qam13
72430000001.238256 qam14
82510000001.238256 qam15
9259000000138256 qam16
102670000000.738256 qam17
112750000000.538256 qam18
122830000000.238256 qam19
132910000000.238256 qam20
142990000000.238256 qam21
153070000000.238256 qam22
163150000000.238256 qam23
173230000000.438256 qam24
183390000000.438256 qam26
193470000000.538256 qam27
203550000000.238256 qam28
213630000000.238256 qam29
223710000000.238256 qam30
233790000000.238256 qam31
24387000000038256 qam32

 

 

 

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mnaonon
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Re: Incredibly Poor Service and Consistent Broadband Issues M350

other logs:


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.620123212860
2Locked38.648457318053
3Locked38.647489617966
4Locked38.647646821748
5Locked38.947554217447
6Locked38.649216629670
7Locked38.641839227357
8Locked38.641943426142
9Locked38.938266026040
10Locked38.639759227370
11Locked38.636759127094
12Locked38.938885428428
13Locked38.936372127355
14Locked38.635375929204
15Locked38.929221334702
16Locked38.629237335604
17Locked38.624956336504
18Locked38.915436124846
19Locked38.612480425826
20Locked38.610331326804
21Locked38.99203627835
22Locked38.67807529588
23Locked38.67311426313
24Locked38.65167026754
 
 

 

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15369995651512064 qam6
24620000051512064 qam7
33940005451512064 qam8
46030000051512064 qam5


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA0010
3ATDMA00110
4ATDMA0010

 

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Emma_C
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Message 4 of 8
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Re: Incredibly Poor Service and Consistent Broadband Issues M350

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? 

Emma_C - Forum Team
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mnaonon
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Message 5 of 8
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Re: Incredibly Poor Service and Consistent Broadband Issues M350

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 

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mnaonon
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Re: Incredibly Poor Service and Consistent Broadband Issues M350

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. 

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Emma_C
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Re: Incredibly Poor Service and Consistent Broadband Issues M350

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. 

Emma_C - Forum Team
mnaonon
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Message 8 of 8
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Re: Incredibly Poor Service and Consistent Broadband Issues M350

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.

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