Intermittent connection

[SheziKalebra]

Good afternoon all

Unfortunately I have an intermittent connection and have done for the last 3-4 weeks. Originally Virgin admitted a network fault, I received a text to say it was sorted, but it’s actually worse. Called again spoke to second line support who confirmed there was still an issue and they’d escalated it - this was 2 days ago. Called again today and was advised there was no external fault and that it was my own TP router - despite the modem continuously losing sync. Power signals seems ok, SNR does seem high - can I get your opinions. Power levels also fluctuate quite often. Thanks

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	419000000	6.3	40	256 qam	36
2	235000000	7.5	40	256 qam	13
3	243000000	7.5	40	256 qam	14
4	251000000	7.1	40	256 qam	15
5	259000000	7.1	40	256 qam	16
6	267000000	7.1	40	256 qam	17
7	275000000	7.3	40	256 qam	18
8	283000000	7	40	256 qam	19
9	291000000	7.3	40	256 qam	20
10	299000000	7.6	40	256 qam	21
11	307000000	7.9	40	256 qam	22
12	315000000	7.6	40	256 qam	23
13	323000000	7.4	40	256 qam	24
14	331000000	7.5	40	256 qam	25
15	339000000	7.6	40	256 qam	26
16	347000000	7.5	40	256 qam	27
17	355000000	7.1	40	256 qam	28
18	363000000	7.5	40	256 qam	29
19	371000000	7.5	40	256 qam	30
20	379000000	7.5	40	256 qam	31
21	387000000	7	40	256 qam	32
22	395000000	7.1	40	256 qam	33
23	403000000	6.8	40	256 qam	34
24	411000000	6.8	40	256 qam	35

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID13940000036.8512064 qam1223260000036.3512064 qam1334620000037.3512064 qam1145370000038.3512064 qam10

[SheziKalebra]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	39400000	42.3	5120	64 qam	12
2	32600000	41.8	5120	64 qam	13
3	46200000	42.3	5120	64 qam	11
4	53700000	38.3	5120	64 qam	10

[jbrennand]

Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

What does that "report"?

[SheziKalebra]

Thanks - it confirms there are no outages. Did receive a call from the executive team though as I raised a complaint. The case handler ran some diagnostics and confirmed there was an issue. Booked an engineer in for tomorrow.

[Lee_R]

Hi @SheziKalebra thanks for coming back to us.

How did your appointment go?  Has things improved?

Regards

Lee_R

[SheziKalebra]

@Lee_R

Issue is still not resolved - engineer could not see any fault on my end. There is an issue on the network but they don’t know where it is.

[Serena_C]

Thanks very much for the details @SheziKalebra

Did the engineer advise on what actions they will be taking regarding the network issue?

Kind regards,

Serena

[SheziKalebra]

@Serena_C

They were going to monitor it and take it from there. So just a waiting game, but I’d like an option to be able to track the fault for updates etc without having to call in. The complaint has also been closed although the issue is still ongoing, and all complaint points haven’t been addressed.

BTW when I @ a user it doesn’t actually tag them, what’s the correct way to do it?

[Robert_P]

Hello SheziKalebra

Thanks for getting back to us, from looking at your account I can see you have spoken to the team since posting and that they have updated you on this and arranged a call back for today.

Let us know the outcome of the call.

Rob

[SheziKalebra]

@Robert_P 

Good morning. The issue was resolved following network repairs. But this was a temporary fix and the issues are back, which started again yesterday. Multiple drop outs - network log:

Time Priority Description

08/10/2021 09:43:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 05:36:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 05:34:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:47:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 04:47:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 01:23:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 01:10:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 00:04:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 00:02:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 00:00:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 18:53:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 18:03:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 18:02:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 18:02:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 18:02:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 18:02:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 16:46:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 16:37:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 16:34:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 16:34:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;