Virgin Media Community

[gingamonkey]

Hi,

Could one of the excellent mods on here help out again please, due to the ineptitude of the phone line support?

We potentially need our FOURTH call out since December, after both our internet and tv are suffering from the same intermittent faults AGAIN. We've been with Virgin Media for 17 years, and have had more trouble in the last 3 months than the entirety of the time we've been with Virgin!

Since December, we've had cables checked/replaced by technicians, another group of engineers came and fixed something out in the road, but the same issue appears to have reared it's head yet again!

With both myself and my wife working from home during fixed days of the week, my patience is very quickly wearing thin with Virgin - Especially considering the impending price increase?!

Here's the latest logs from the Router Status:

Network Log

Time Priority Description

27/02/2023 17:28:1 notice LAN login Success;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:53:17 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:53:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:39:30 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:39:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:22:35 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:22:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:12:47 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:12:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:00:59 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:00:59 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 14:12:32 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 14:12:16 critical No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 11:50:15 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 11:50:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 11:48:1 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 11:47:11 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 11:46:6 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 11:46:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 11:32:51 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;

**FYI, this DOESN'T appear to be contained to just our property. 2 of our close neighbours appear to also be suffering the same intermittent faults. **

As previously, any help much appreciated!

Thanks

[Tudor]

Please post full stats.

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[gingamonkey]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 0.7 34 256 qam 21
2 139000000 7.8 36 256 qam 1
3 147000000 7.5 36 256 qam 2
4 155000000 7.1 36 256 qam 3
5 163000000 6.5 36 256 qam 4
6 171000000 6.5 36 256 qam 5
7 179000000 5.1 35 256 qam 6
8 187000000 5.8 35 256 qam 7
9 195000000 4.5 35 256 qam 8
10 203000000 5 36 256 qam 9
11 211000000 4.6 35 256 qam 10
12 219000000 4.1 35 256 qam 11
13 227000000 4.5 35 256 qam 12
14 235000000 3.2 35 256 qam 13
15 243000000 3.7 35 256 qam 14
16 251000000 2.7 35 256 qam 15
17 259000000 3 35 256 qam 16
18 267000000 1.7 34 256 qam 17
19 275000000 2 35 256 qam 18
20 283000000 1.2 34 256 qam 19
21 291000000 1.7 35 256 qam 20
22 307000000 1 34 256 qam 22
23 315000000 0.7 35 256 qam 23
24 323000000 1 35 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 34.3 198880 72853
2 Locked 36.3 103319 79443
3 Locked 36.3 97608 76201
4 Locked 36.3 91420 72170
5 Locked 36.3 86027 70627
6 Locked 36.3 84588 72537
7 Locked 35.7 86683 73746
8 Locked 35.5 86670 77618
9 Locked 35.5 84975 77714
10 Locked 36.3 76741 77946
11 Locked 35.7 70970 73494
12 Locked 35.7 68029 70627
13 Locked 35.5 67840 68720
14 Locked 35.7 68604 72342
15 Locked 35.7 68682 76395
16 Locked 35.5 73285 79426
17 Locked 35.5 70268 81292
18 Locked 34.9 77494 77807
19 Locked 35 62048 72336
20 Locked 34.9 74445 69063
21 Locked 35 62953 69545
22 Locked 34.9 75896 78687
23 Locked 35 71168 81813
24 Locked 35 59350 82672

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 30100000 38.5 5120 64 qam 4
2 23600000 38.5 5120 64 qam 5
3 36600000 39 5120 64 qam 3
4 43100000 40 5120 64 qam 2
5 49600000 40 5120 64 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 30 0
2 ATDMA 0 0 24 0
3 ATDMA 0 0 21 0
4 ATDMA 0 0 10 0
5 ATDMA 0 0 22 0

Network Log
Time Priority Description
27/02/2023 18:03:47 notice LAN login Success;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 17:31:43 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 17:31:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 17:31:4 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 17:31:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 17:30:23 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 17:28:1 notice LAN login Success;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:53:17 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:53:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;:73;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:39:30 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:39:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:22:35 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:22:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:12:47 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:12:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:00:59 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 16:00:59 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 14:12:32 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 14:12:16 critical No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 11:50:15 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;;CMTS-MAC=##:##:##:##:##:##;;CM-QOS=1.1;CM-VER=3.0;

[Robert_P]

Hi gingamonkey

Sorry to hear of the service issues again relating to your broadband, we understand the frustration and appreciate you raising this via the forums.

From checking the connection and equipment we can see the speeds are averaging 374mbs download and 35mbs upload, the latency is around 11ms no packet loss and 1.6ms jitter. All of the levels appear to be within the ranges and specs we 'd expect to see with some fluctuation on a couple of the downstream power levels.

There has been some disconnection recently but they appear to have stopped since your post, have you noticed any improvements since your post?

Rob

[gingamonkey]

Thanks Rob. I can confirm that the internet does now seem to be playing nicely again. Not been on tv to check since posting but I’ll keep an eye out. Cheers.

Why are these issues happening so frequently recently? It may be intermittent, but it is enough to break/disrupt the remote connection to my work pc, as well as write off any evening online gaming time. This has been 3 months of huge inconvenience and close to £300 worth of fees paid to Virgin Media with zero compensation…. And that monthly price is going up again soon!?

I don’t mean to moan at you guys, (really do appreciate your help), but the service provided by Virgin these past few months has not been fit for purpose.

[Martin_N]

We're glad to hear this all seems to be working now for you. 

Sadly we wouldn't be able to say specifically what has been causing the issue. Hopefully these have now all been resolved fully. 

I do appreciate your frustration with the issues you've had. As this hasn't been total loss of service it wouldn't qualify for the OFCOM guidelines credit. 

We can take your details and raise a complaint for you to review this if you would like. 

If you wish for this to happen then please respond to the private message I will be sending shortly. 

^Martin

[jpeg1]

---

@Robert_P wrote:

From checking the connection and equipment we can see the speeds are averaging 374mbs download and 35mbs upload, the latency is around 11ms no packet loss and 1.6ms jitter. All of the levels appear to be within the ranges and specs we 'd expect to see with some fluctuation on a couple of the downstream power 

Rob

---

Are you sure about that?

There is an abnormal tilt of over 7db across the downstream signal levels, together with high numbers of uncorrected errors due to excessive noise.  Both of these are indicative of a cable fault either inside or outside of the premises. 

And then there are all the T3 faults. 

There is something seriously wrong with this connection. 

[gingamonkey]

Looking at the logs a day or so after I posted this, it magically cleared up one evening at just gone midnight. Been fine since…. For now 🙄

[jpeg1]

Sounds like an intermittent connection then. Check all your coax connections are tight. And restart the Hub to clear the data so if it happens again you'll have a clear record. 

[gingamonkey]

It’s definitely network side. They’ve been and replaced mostly everything my side and it just randomly starts playing up again.

As I type this, my online gaming on PS has gone a bit awol 🙄