Intermitten Wifi & Slow Speeds

[Liammcn1]

Hi all,

I'm hoping someone can help as the call centre help has not been great.

Last week there was an outage in my area and ever since it was 'fixed', I've been having wifi troubles. The router would keep rebooting itself and fluctuating regularly with speeds going from 200mbps to 2mbps every 10-15 minutes. I called and was told to factory reset the router. All seemed fine.

5 days later and it's doing it all again, constantly dropping wifi connection. Called and was told to reset again. Couple of hours later and still the same. I work from home permanently and so I need a stable connection to be able to do my job.

I think I need an engineer out but if anyone could point me in the right direction, I'd really appreciate it.

Downstream

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

1	331000000	-11	37	256 qam	25
2	235000000	-10	37	256 qam	13
3	243000000	-10.2	37	256 qam	14
4	251000000	-10	37	256 qam	15
5	259000000	-10.2	37	256 qam	16
6	267000000	-10.5	37	256 qam	17
7	275000000	-11	37	256 qam	18
8	283000000	-11.2	37	256 qam	19
9	291000000	-11.2	37	256 qam	20
10	299000000	-10.9	36	256 qam	21
11	307000000	-10.7	37	256 qam	22
12	315000000	-10.7	37	256 qam	23
13	323000000	-11	37	256 qam	24
14	339000000	-11.2	36	256 qam	26
15	347000000	-11.2	37	256 qam	27
16	355000000	-11.7	37	256 qam	28
17	363000000	-12	36	256 qam	29
18	371000000	-11.7	37	256 qam	30
19	379000000	-11.9	36	256 qam	31
20	387000000	-12	36	256 qam	32
21	395000000	-12	37	256 qam	33
22	403000000	-12.2	36	256 qam	34
23	411000000	-12.2	36	256 qam	35
24	419000000	-12.4	36	256 qam	36

Upstream

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

1	25800048	54	5120	64 qam	14
2	32600009	54	5120	64 qam	13

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0

Network Log

04/08/2021 18:12:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:09:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:45	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:29	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:16:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:16:37	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:16:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:16:17	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Liammcn1]

Hi Hayley,

Just to confirm that this would be my 3rd pin hole reset in a week?

Can you tell me why I have an open work order. I cancelled the television package and upped my speed from 100 to 200mbs several weeks ago.

Ideally, I would like an engineer out to look at this.

[Hayley_S]

I am aware of this @Liammcn1.

I am unable to book an engineer due to the open work order on your account for your TV disconnection.

Once this is completed I will be able to book one for you.

Many thanks,

[Liammcn1]

Hi Hayley,

I've now just received a bill from Virgin Media for £82 for the TV and broadband package even though I phoned at the beginning of July to cancel the TV and change my broadband and I was confirmed 200mbps for £37.50 for 18 months.

What on Earth is going on?!

[Hayley_S]

Hello @Liammcn1.

I am sorry for the confusion caused with your bill.

I can not discuss this publicly, I will send you a private message so I can go through everything with you now.

Please look out for a plum envelope at the top of your screen.

Look forward to speaking with you.

[Liammcn1]

Just updating this.

So my internet is down again. Fluctuating between 0.1mbps and 100mbps. Been fine all week.

Can't get an engineer until Saturday.

How do you make a complain to Virgin Media? This has now been 2 weeks of intermittent service that I don't think I should have to pay for.

[lotharmat]

Use this form here

https://www.virginmedia.com/help/contact-us/complaints/broadband-tv-phone-contact

[Liammcn1]

[Paul_DN]

Hi Liam,

Thanks for reaching back out to us, we have had to disallow your last image as it shown personal information, I have had a look at your account and can see you have spoken to us since in regards to your issue and was advised to check your connection, were you able to do this, if not please follow the instructions below?

can you try a pin reset on the Router just to rule out a software issue, first check all the internal connections are hand tight then push a pin/ paper clip in the back of the Router where it says reset, push in until you feel it press then hold in for a timed 1 Minute, do not reboot during or after and allow 15 Minutes to settle afterwards?

So we can also get a better idea of what is going on set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with us. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture. please run this for 72 hours and post the results here so we can have a further look into this for you.

Kind regards

Paul.

[Liammcn1]

Hi Paul,

the image I posted was a screenshot from the broadband monitor. 

I have an engineer coming tomorrow.

[lotharmat]

Does it have your MAC address or WAN IP address on it?

That's classed as personal information as, if cloned and used, all sorts of mischief could be done in your 'name'