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romnerd
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Intermittent Broadband and very poor customer service

Hello all, Not the first time this has been posted here I’m sure. 
Virgin Broadband internet service is great when it works but when it goes wrong it’s an absolute nightmare to get fixed. I’m sad to say that in my opinion virgin have one the worst records for customer service.

My problem started with intermittent internet loss 10 days ago, after a router (super hub 3) swap out, a total of three engineer visits over the last week including one network engineer who did not even have the courtesy to knock on the door and tell me what he had done, he just sat in his van and then drove away an hour later. 
I still have terrible internet service with power tolerance levels on both upstream and downstream out of acceptable levels but now when I call customer services they look at their simple router checks and tell me it’s all fine yet 30 minutes after levels are off the scale again! 
I try calling the field operation support team to plead for another engineer and just get told my call cannot be connected due to a fault on their line.(0800-052-5738)
I’m now waiting for a “manager” to call me back….. what do I need to do to get this resolved….

DA7D876D-9A3D-4BDC-9976-A978031BA2F6.png

0E9C45F3-B869-45EE-82B2-4C64FD8B9E36.png

Router Log - No ranging response recieved T3 time out

RCS partial service

Sync timing synchronization failures 

Downstream

Channel / Freq / Power / SNR / Mod

1 / 3790000000 / -11.5 / 36 / 256

2 / 2030000000 / -20.4 / 30 / 256

3 / 2110000000 / -20 / 30 / 256

4 / 2190000000 /  -19.5 / 27 / 256

need more?

4/06/2021 07:04:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 18:16:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 18:16:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 17:40:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 17:40:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 17:40:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 17:40:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 17:40:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 17:40:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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lotharmat
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Message 2 of 11
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Re: Intermittent Broadband and very poor customer service

Can you post the hub stats as text as the images haven't been approved yet!



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romnerd
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Re: Intermittent Broadband and very poor customer service

more evidenceCapture.PNG

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romnerd
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Re: Intermittent Broadband and very poor customer service

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lotharmat
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Re: Intermittent Broadband and very poor customer service

From that, it looks like the downstream power is -19...

Faaaaar too low!

VM Staff should pick this up shortly as an engineer is likely to be needed to sort out the levels!



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romnerd
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Message 6 of 11
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Re: Intermittent Broadband and very poor customer service

Thank you, that's what I have been saying for days!!! 

Apologies, bit of a newb here....... Do they pick up these issues from this forum and book engineers? 

I cannot for the life of me get anyone to understand on the phones? 

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lotharmat
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Message 7 of 11
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Re: Intermittent Broadband and very poor customer service

They do indeed! - Not massively quickly but they definitely do!



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romnerd
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Message 8 of 11
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Re: Intermittent Broadband and very poor customer service

And more.......... another drop out so its certainly still not working as it should:

 

14/06/2021 10:14:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 10:14:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 10:11:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 10:11:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 10:11:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 9 of 11
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Re: Intermittent Broadband and very poor customer service

With those D/S levels; I'm amazed you're getting anything!



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romnerd
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Message 10 of 11
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Re: Intermittent Broadband and very poor customer service

Downstream bonded channels at 15:54 14/06/2021

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

1379000000-1235256 qam31
2203000000-20.530256 qam9
3211000000-20.430256 qam10
4219000000-19.828256 qam11
5227000000-19.229256 qam12
6235000000-18.831256 qam13
7243000000-18.931256 qam14
8251000000-1931256 qam15
9259000000-1931256 qam16
10267000000-18.431256 qam17
11275000000-1831256 qam18
12283000000-17.232256 qam19
13291000000-16.532256 qam20
14299000000-16.232256 qam21
15307000000-1633256 qam22
16315000000-15.733256 qam23
17323000000-1533256 qam24
18331000000-14.234256 qam25
19339000000-13.434256 qam26
20347000000-12.935256 qam27
21355000000-12.735256 qam28
22363000000-12.735256 qam29
23371000000-12.535256 qam30
24387000000-1136256 qam32
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