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Intermittent broadband issues

annabab
Joining in

Hi,

Since starting my virgin media broadband contract just over a month ago, I've been having a lot of issues with the broadband disconnecting several times a day. It happens through webpage browsing, videos, and makes online gaming basically impossible with the disconnections. I have a lot of T3 errors on the network log and I was wondering if this was linked to the disconnections?

I initially contacted Virgin Media through the complaints form, and I was told there was a known issue in the area and given a fix date. I subscribed to the text updates and each time it reaches the fix date, it gets pushed back again. Last week I was given a fix date of today's date, and still no fix, and no update today either to give a new date. A few days ago I submitted another contact form, but it has been immediatley closed with no feedback.

I'm unsure about what to do next and if there is anything I can do myself to help these issues, or a better way to get updates and information about faults. Would anyone have any suggestions?

23 REPLIES 23

Client62
Legend

There is an automated number 0800 561 0061 that covers local faults down to street level.

WorstISP
Up to speed

I'm having the same issues. And yes, it seems to correlate with a high frequency of T3 errors.

For me it all started on the 8th of August when there was a total outage for 2 days. After that I observed disconnections from upstream several times a day. Usually it's a short outage followed by a second short outage. But it just happens so frequently that I can't work from home anymore or relax and watch a movie.

This total outage on the 8th of August was affecting the whole area so it was likely an issue with an OLT, and they messed something up in the recovery. I've sent in my complaint but Virgin are giving the nonsense "can't see any issues" line (Which is likely because their fault monitoring systems are inadequate).

As you say, it's T3 issues. In paticular "SYNC Timing Synchronization failure - Loss of Sync" is logged around the time of outages.

Ayisha_B
Forum Team
Forum Team

Hi @annabab 👋,

Welcome to our Community Forums and thanks for your post. 

I am sorry you're experiencing some issues with your service. 

I can see this due to a Signal to Noise (SN) outage that is currently impacting your area. 

We have raised this under Fault Reference F010802881 and the estimated time of fix is 30 AUG 2023 13:45. 

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. 

We are sorry and our engineers are working hard to resolve this for you.

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi @WorstISP 👋,

Welcome to our Community Forums and thanks for posting. 

I am sorry that you're also having issues with the service. 

I've ran some tests and can see the power levels are out of spec.

I'll pop you a PM 📩 to confirm some details and I can arrange a tech visit for you.

Thanks and speak soon!

 

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


I've called that number a few times, unfortunately I don't get any additional information beyong "We're sorry you are having broadband issues in (postcode) area, we're working to fix the problem"

I appreciate the update and some further information about the issue. As before the fix date has passed with no resolution, Would you be able to tell me why this keeps getting pushed back and when this fault in the area was first raised?

It seems to occur as two short outages in succession for me as well, though a different error message "No Ranging Response received - T3 time-out"

I don't really know anything about previous issues in the area as I resently moved here and its been a problem for me since, so I'm not sure if this is a long-term problem or if it began more recently. Only that it is affecting about 20% of houses in the area

Hi @annabab thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

Unfortunately there is an outage affecting services in your area at the moment causing intermittent service so we're extremely sorry for this.

At the moment, the estimated time for a fix is 04 SEP 2023 13:45 - please let us know if you're still having issues after this time.

Many thanks

Tom_W

Hi,

The problem has not been fixed, and the fix date has been postponed once again. I expect that this will happen again next week as it has for the past 2 months.

Can you tell me why this keeps getting pushed back? If not, why do I keep getting given fix dates that are essentially meaningless, as it being pused back constantly implies that absolutely nothing is being done about the situation.