Intermittent Broadband - EN2

[Chrisdunc]

We are long time customers and have always raved about the broadband service we get from Virgin.. As with most people I've been working from home the last 16 months, and my son has been home-schooling year 11 and it has been great..

But this last month has almost broken me.. Every day we lose Internet for anything from 10 sec to 25 mins - completely random.. reboot the router may resolve it for an hour, but then its off again.. I only use ethernet as have a Meraki AP from work for wi-fi and that is rock solid..

My wife tells me that our neighbours in the street have also been having issues and have logged tickets with Virgin.  When I call the helpline I get a message saying that they are working to resolve the issue, but that it is a difficult one and is taking longer.. 

But how much longer do you need?? It's been over a month that I am aware of..

I'll post the hub status logs in a message below..

[Chrisdunc]

Here are some data grabs from the status page..

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

1	259000000	12.6	38	256 qam	16
2	139000000	15.3	38	256 qam	1
3	147000000	14.9	38	256 qam	2
4	155000000	14.5	38	256 qam	3
5	163000000	14.3	38	256 qam	4
6	171000000	13.9	38	256 qam	5
7	179000000	13.9	38	256 qam	6
8	187000000	13.8	38	256 qam	7
9	195000000	13.5	38	256 qam	8
10	203000000	13.3	38	256 qam	9
11	211000000	13	38	256 qam	10
12	219000000	13	38	256 qam	11
13	227000000	12.9	38	256 qam	12
14	235000000	12.9	38	256 qam	13
15	243000000	12.5	38	256 qam	14
16	251000000	12.6	38	256 qam	15
17	267000000	12.5	38	256 qam	17
18	275000000	12.5	38	256 qam	18
19	283000000	12.9	38	256 qam	19
20	291000000	13	38	256 qam	20
21	299000000	13.5	38	256 qam	21
22	307000000	13.3	38	256 qam	22
23	315000000	13	38	256 qam	23
24	323000000	13	38	256 qam	24

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

1	Locked	38.6	8713114	1735339
2	Locked	38.9	2853871	1666915
3	Locked	38.9	4860297	1746073
4	Locked	38.6	4811800	1745616
5	Locked	38.9	4791697	1724002
6	Locked	38.9	6150926	1743650
7	Locked	38.6	6671356	1723526
8	Locked	38.9	7938661	1760275
9	Locked	38.9	7440181	1742276
10	Locked	38.9	7040513	1693176
11	Locked	38.9	10413908	1762582
12	Locked	38.9	8335115	1742092
13	Locked	38.9	8545491	1717170
14	Locked	38.6	9949035	1744459
15	Locked	38.6	8921991	1721618
16	Locked	38.9	10362435	1750067
17	Locked	38.6	8142261	1667046
18	Locked	38.6	12710654	1756715
19	Locked	38.6	10030763	1679292
20	Locked	38.9	7895244	1653650
21	Locked	38.6	7980546	1709327
22	Locked	38.9	7569009	1655966
23	Locked	38.6	12508973	1741331
24	Locked	38.9	11068394	1775942

[Chrisdunc]

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

1	39400000	41.3	5120	64 qam	4
2	46200000	41.3	5120	16 qam	3
3	32600000	41	5120	64 qam	5
4	25800000	41	5120	16 qam	6

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

1	ATDMA	0	0	3	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	17	0

Network LogTime Priority Description

04/07/2021 19:42:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:42:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:40:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:40:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:31:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:31:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:31:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:31:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Some downstream power levels are too high and some upstream are on the wrong QAM levels. Call 150 and see if there is any work in your area, if not call customer services as you will need a technician to correct those power levels.

[Chrisdunc]

When I have recently called Virgin I get an auto message saying there are problems in our area that they are trying to resolve that are complex and so are taking longer than expected..

But really, this has gone on for weeks and weeks!

I will call them again and try to arrange an engineer to visit..

I've also setup a BQM at ThinkBroadband monitoring my IP address, it's only been since last night so not really really enough time to get a picture, but we will see how it goes.  Of course since I've done this the broadband hasn't blipped once to my knowledge..

[lotharmat]

alas sometimes they can drag on!

[Tudor]

I'm in the EN4 area and they have been working overnight for over 3 months, 4 or 5 days each week, sometimes 20:00 until 08:00. You should see my overnight Thinkbroadband graph!

[Chrisdunc]

Looks like its been a bad afternoon at home.. Lucky for me I came into the office today..

[Serena_C]

Hi @Chrisdunc

Welcome to our Community Help Forum 🙂

Thank you for making your first post regarding the intermittent broadband you are experiencing, I am really sorry to hear that this issue has been on going for so long.

I have taken a look at your account and can confirm that unfortunately your broadband is currently affected by an SNR outage. Our engineers are working on the issue. The estimated fix time is 15:00 on 12th July 2021.

Apologies for the disruption to your service, please do let me know how things are working for you after 12th July.

Best wishes,

Serena

[Chrisdunc]

Serena,

Thanks for joining in and for the update on the estimated fix.. I will definitely let you know how it goes..

From speaking to a neighbour there have been an number of previous estimated fix dates that have come and gone without a successful resolution.

Does this thread get linked to my account at VM so that they can calculate some kind of compensation or is it reliant on me having call and go through the motions via the CS team??

As an update there were no outages on Tue & Wed, except for a major power cut on Tuesday, but we have had three so far today as per below image: