Hi everyone, i've been a Virgin Media customer for a number of years and was on the 20mb broadband package for the last 3 years with no issues regarding connectivity etc. I just recently upgraded to the M350 package and everything was fine, until around 4 days ago.
I've since been getting constant ping spikes when gaming and my internet keeps dropping out for 4-5 seconds rapidly over the space of 30 mins or so.. then it goes back to normal for a while until it repeats again. I've checked my hub log and it's showing connection errors of which i'll paste here. (removed MAC address). I use wired connection only with my phone connected to the wifi.
Time Priority Description
LAN login Success;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Never had these issues before until this incident, but it's making gaming / watching videos etc impossible due to the constant disconnecting and ping spikes i've been dealing with, if anyone has any insight on how to deal with this i'd greatly appreciate it thanks.
Are there any known faults? Check on 0800 561 0061.
Looking at your D/S power levels they are spread pretty wide and one of them seems to be struggling with lots of PostRS errors - Log says that the modem is struggling to maintain a connection to the CMTS (RCS partial service means that not all D/S channels are working)
Welcome to our Community Forums! Thank you for your post and I'm sorry to hear that you're experiencing some intermittent connection issues!
Apologies about the delay in replying. I was able to locate your account and I can see that there are no area issues that could be impacting your service at the moment. However, I can see on our system that your upstream and downstream power levels are not looking so great.
In order to have this issue resolved, I will need to have a technician booked in to look into this for you.
I will send you a Private Message in order to confirm some details before I can book the appointment for you. Please keep an eye out for a purple envelope at the top right corner of your forum page.