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Chrisdunc
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Intermittent Broadband - EN2

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..

 
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Chrisdunc
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Re: Intermittent Broadband - EN2

Here are some data grabs from the status page..

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
125900000012.638256 qam16
213900000015.338256 qam1
314700000014.938256 qam2
415500000014.538256 qam3
516300000014.338256 qam4
617100000013.938256 qam5
717900000013.938256 qam6
818700000013.838256 qam7
919500000013.538256 qam8
1020300000013.338256 qam9
112110000001338256 qam10
122190000001338256 qam11
1322700000012.938256 qam12
1423500000012.938256 qam13
1524300000012.538256 qam14
1625100000012.638256 qam15
1726700000012.538256 qam17
1827500000012.538256 qam18
1928300000012.938256 qam19
202910000001338256 qam20
2129900000013.538256 qam21
2230700000013.338256 qam22
233150000001338256 qam23
243230000001338256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.687131141735339
2Locked38.928538711666915
3Locked38.948602971746073
4Locked38.648118001745616
5Locked38.947916971724002
6Locked38.961509261743650
7Locked38.666713561723526
8Locked38.979386611760275
9Locked38.974401811742276
10Locked38.970405131693176
11Locked38.9104139081762582
12Locked38.983351151742092
13Locked38.985454911717170
14Locked38.699490351744459
15Locked38.689219911721618
16Locked38.9103624351750067
17Locked38.681422611667046
18Locked38.6127106541756715
19Locked38.6100307631679292
20Locked38.978952441653650
21Locked38.679805461709327
22Locked38.975690091655966
23Locked38.6125089731741331
24Locked38.9110683941775942
 
 
 
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Chrisdunc
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Re: Intermittent Broadband - EN2

 
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000041.3512064 qam4
24620000041.3512016 qam3
33260000041512064 qam5
42580000041512016 qam6


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0030
2ATDMA0020
3ATDMA0010
4ATDMA00170
Network LogTime Priority Description
04/07/2021 19:42:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:42:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:40:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:40:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:32:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:31:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:31:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:31:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 19:31:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tudor
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Re: Intermittent Broadband - EN2

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.


Tudor
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Chrisdunc
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Re: Intermittent Broadband - EN2

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..

 

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lotharmat
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Re: Intermittent Broadband - EN2

alas sometimes they can drag on!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Tudor
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Re: Intermittent Broadband - EN2

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!


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Re: Intermittent Broadband - EN2

Chrisdunc_0-1625499122890.png

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

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Serena_C
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Message 9 of 17
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Re: Intermittent Broadband - EN2

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

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Chrisdunc
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Re: Intermittent Broadband - EN2

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: 

Chrisdunc_2-1625758184100.png

 

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