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Intermittent Outages

Connection to the internet is erratic. It times out many times daily, dropping all connections, VPN, meeting joined va WebEx, Zoom, Skype, etc alsways show poor network connection. This is painful, depressing and embarrassing.
I have reported to customer service many times. I have been sent new routers (same model as the original router) 2x. During the last call with your customer service rep, I was promised that an engineer will come out to resolve the issue, only to see another brand new router sent to me the next day.
I am paying a lot for this service, I expect a reliable connection. This has been gong on now for months/years. I request you to resolve the issue asap.

 

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Re: Intermittent Outages

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK - you can post the link straight away.

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Intermittent Outages

From the posts on this community, it shows that many people are having the same problem. Just so you know Virgin, a reset doesn't fix the problem. 

It is so painful that a service of over £500/year is not useable. 

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Re: Intermittent Outages

Pls stop this auto-reply - it doesn't help and it is annoying.

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Re: Intermittent Outages

It isn't an auto reply.

I am asking you to do things so that myself and others can get an insight into the problem[s] that you are encountering.

If you don't want to do the things that have been requested, it doesn't matter.

You can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days. and in all possibility they will ask you to do the same things.

Your choice.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Intermittent Outages

Time

Priority

Description

04/08/2020 01:21:51

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

31/07/2020 18:04:33

critical

No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

31/07/2020 13:21:51

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 09:08:30

critical

No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 09:02:53

Warning!

RCS Partial Service;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 01:21:51

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 00:52:3

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 00:48:22

critical

No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 00:47:43

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 00:42:45

Warning!

Lost MDD Timeout;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 00:42:40

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 00:42:40

Warning!

RCS Partial Service;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 00:42:40

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

28/07/2020 00:42:40

Warning!

RCS Partial Service;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

27/07/2020 05:43:8

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

20/07/2020 22:53:28

critical

No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

20/07/2020 13:32:33

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

20/07/2020 05:40:0

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2020 23:24:44

critical

No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

19/07/2020 21:47:30

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=xx.xx.xx..xx;CMTS-MAC=xx.xx.xx..xx;CM-QOS=1.1;CM-VER=3.0;

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Re: Intermittent Outages

Hey echotester,

 

How is your connection running at the moment?

 

Have you seen any improvements since you started this thread?

Would you be able to sign up for a broadband quality monitor, using this site https://www.thinkbroadband.com/broadband/monitoring/quality and this will help myself and the community better diagnose the issues that you're having.

 

Please give this around 24 to 48 hours and post the results onto this thread and this can help determine the issues and how to resolve them.

 

Regards

Steven_L

 

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