on 17-03-2022 10:44
Hi
Since the start of the year (at least) I have been getting intermittent connection loss on ALL devices. These are happening EVERY DAY at SPECIFIC times around 4am 12pm and 8pm WITHOUT FAIL and occassionally there are more throughout the day
16/3/22
4/3/22
14/2/22
5/2/22
25/1/22
9/1/22
4/1/22
Just picking random days over past 3 months to show the trend. No idea why it's happening, all connection tests say everything's "ok", resetting no help. 4am not a peak period either so can't really blame overutilisation or anything. I think probably need a new hub? (Super hub 2ac?)
Any help appreciated. Thanks
on 17-03-2022 11:19
4, 12 and 8 ? Sounds more like interference from something. If it never varies from those times I'm guessing electrical interference from something in your house or nearby. I doubt if it's a fault in the SH2ac.
You could press for a replacement Hub as the SH2ac is an device and cannot take advantage of the newer VM network.
If you wait here a day or two a VM Mod will pick this up.
In the meantime have a think about anything you may have on a timer ?
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on 17-03-2022 11:46
Thanks, nothing new that I can think of, nothing on a timer no (what would things like this be?) Did put in some more wifi boosters recently, but this issue was already preceding that time
it's also happening at other times of the day, like 10 am, 3pm 11pm etc but seems to always be 4 12 and 8 regularly. Internet connection just drops completely, wireless+ ethernet, for a minute or two, sometimes longer
on 21-03-2022 09:19
Hi cc1805,
Thanks for your post and I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks.
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,
on 21-03-2022 11:39
Hi cc1805,
Thanks for coming back to me via private message.
I've taken a look at our systems and can see that the hub is having some issues with prolonged power and signal issues. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you.
I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed.
Lets us know how the appointment goes.
Take care.
on 25-03-2022 16:04
so the engineer did say there was an issue with the power outside, i am still losing connection after his intervention. whilst it no longer happens at set times it can be a little more erratic and not really any more or less frequent
https://www.thinkbroadband.com/broadband/monitoring/quality/share/2bab6629cce2d9d18bf60a2b69fcc40ac7a86383
on 28-03-2022 11:29
Hi cc1805,
Thanks for coming back to us on this one and apologies to hear that the issue hasn't resolved for you.
Checking the systems today, there is still a prolonged signal issue. Usually if an engineer picks up on a power issue outside then this is raised to the Networks team. I can't see anything on there yet so I'd like to book a principle engineer to come out.
They will be able to check the cabinet instead of just your home cables. They can also raise this with the Networks team if need be. I have booked you in for the next available appointment. You can view this in My VM and the same terms will apply as posted above 🙂
Thanks,
on 04-04-2022 13:14
the router was swapped for a newer one and the cables outside checked? but now it's worse than it's ever been... what else can be done?
https://www.thinkbroadband.com/broadband/monitoring/quality/share/32671400c3914b994790a814b6d6daf9241f8a4f
on 06-04-2022 13:54
Hi @cc1805
Thanks for the reply
I'm going to drop you a private message to investigate further, please keep an eye on your inbox.
Regards
on 28-05-2022 11:39
2 technician visits later and minimal improvement. Why is it so difficult? I can see multiple other posts in this forum previously who have all had similar issues, why is it so prevalent and still no fix in place? Absolutely ridiculous.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/32671400c3914b994790a814b6d6daf9241f8a4f
28/05/2022 10:06:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 10:06:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 10:06:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 10:06:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 10:06:45 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 01:00:15 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 01:00:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 01:00:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 01:00:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 01:00:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/05/2022 01:00:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/05/2022 19:53:1 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/05/2022 19:52:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/05/2022 19:52:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/05/2022 19:52:56 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/05/2022 19:52:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/05/2022 23:25:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/05/2022 21:49:53 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/05/2022 21:49:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/05/2022 21:49:41 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 283000000 | 7 | 40 | 256 qam | 19 |
2 | 203000000 | 7 | 40 | 256 qam | 9 |
3 | 211000000 | 6.8 | 40 | 256 qam | 10 |
4 | 219000000 | 6.4 | 40 | 256 qam | 11 |
5 | 227000000 | 6 | 38 | 256 qam | 12 |
6 | 235000000 | 5.5 | 38 | 256 qam | 13 |
7 | 243000000 | 5.5 | 40 | 256 qam | 14 |
8 | 251000000 | 5.9 | 40 | 256 qam | 15 |
9 | 259000000 | 6.4 | 40 | 256 qam | 16 |
10 | 267000000 | 6.6 | 40 | 256 qam | 17 |
11 | 275000000 | 6.8 | 40 | 256 qam | 18 |
12 | 291000000 | 7.1 | 40 | 256 qam | 20 |
13 | 299000000 | 7.5 | 40 | 256 qam | 21 |
14 | 307000000 | 7.5 | 40 | 256 qam | 22 |
15 | 315000000 | 7.8 | 40 | 256 qam | 23 |
16 | 323000000 | 7.8 | 40 | 256 qam | 24 |
17 | 331000000 | 8 | 40 | 256 qam | 25 |
18 | 339000000 | 8 | 40 | 256 qam | 26 |
19 | 347000000 | 7.9 | 40 | 256 qam | 27 |
20 | 355000000 | 7.6 | 40 | 256 qam | 28 |
21 | 363000000 | 7.5 | 40 | 256 qam | 29 |
22 | 371000000 | 7 | 40 | 256 qam | 30 |
23 | 379000000 | 7 | 40 | 256 qam | 31 |
24 | 387000000 | 6.8 | 40 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 1831 | 9833 |
2 | Locked | 40.9 | 768 | 7924 |
3 | Locked | 40.3 | 2032 | 8337 |
4 | Locked | 40.3 | 1947 | 8445 |
5 | Locked | 38.9 | 2231 | 8718 |
6 | Locked | 38.9 | 2396 | 8085 |
7 | Locked | 40.3 | 2669 | 8243 |
8 | Locked | 40.3 | 2637 | 8219 |
9 | Locked | 40.3 | 2564 | 8051 |
10 | Locked | 40.3 | 1981 | 8982 |
11 | Locked | 40.9 | 1750 | 9633 |
12 | Locked | 40.3 | 1355 | 16477 |
13 | Locked | 40.3 | 1654 | 11009 |
14 | Locked | 40.3 | 1705 | 11874 |
15 | Locked | 40.3 | 2241 | 12069 |
16 | Locked | 40.3 | 1878 | 12266 |
17 | Locked | 40.9 | 1533 | 10110 |
18 | Locked | 40.3 | 1356 | 9374 |
19 | Locked | 40.3 | 1453 | 9829 |
20 | Locked | 40.9 | 1531 | 9831 |
21 | Locked | 40.3 | 1300 | 9664 |
22 | Locked | 40.3 | 1284 | 9246 |
23 | Locked | 40.3 | 4674 | 13340 |
24 | Locked | 40.3 | 4454 | 11621 |