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bob2207
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Message 21 of 44
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Re: Intermittent internet drop off, Network OK

Well, checked with neighbours next door who have had VM for a while. They too have had similar, intermittent broadband outages and have had several visits from engineers. I think they had more than one booster installed. However, it doesn't appear to have made any difference and it seems they are just "living with it", i.e. it's still happening. So perhaps it is a localised network issue.

I've been keeping track of the outages ... at least 2 a day since Friday. All typically between 10-15mins both ethernet and WiFi with WiFi much slower to come back online.

The engineer was due to visit today and called me last night to confirm and again today when he was on his way. A few minutes after this call he rang again to say he had been speaking to his manager who confirmed that there was network work going on in my area (noise issues?) and that he would try and get a resolution date for me ... and that there was no point in the engineer visiting as there would be nothing he could do, i.e. it wouldn't be a problem with the modem, so no point in swapping it out.

The engineer is also going to update me once he has more information from his own contacts "networks". I think he is doing his best to help but this sort of problem clearly isn't flagged as an issue on the Service Status and it's a bit of a mystery as to who customers contact about this. If I call to report the issue the best I'll get is another visit from an engineer who won;t be able to do anything about it.

However, as long as it persists I guess that's what I'll have to do ... 

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bob2207
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Message 22 of 44
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Re: Intermittent internet drop off, Network OK

So now it's Saturday .... noticed that there was a Broadband Network issue on Service Status but this had been resolved on Thursday. The dropouts continue on a daily basis and have been getting a little bit worse.

They don't now just down for 10mins but go down, come back up for a couple of mins then go down again for about 15mins. 

I'll try calling the engineer on Monday and will see if my neighbour can do some monitoring of his broadband to see if we're both having outages at the same time. 

Having looked at various similar posts (84020200 MDD Timeout issues .. my network log shows these every day )  it seems as though this is not an uncommon problem and, worryingly, one which doesn't seem to get solved quickly, if at all.

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bob2207
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Message 23 of 44
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Re: Intermittent internet drop off, Network OK

I called the engineer today and left a message telling him that we're still getting outages every day and, while stressing I didn;t expect him to be able to fix things, asked him for advice on who else to contact/what to do next ... other than calling 150. He hasn't replied yet and I'm not hopeful he will.

Here's today's error log from around midday ... I don't think my hub is showing the correct time buy is an hour "slow". Is this usual and can it be changed? There was at least one more 84020200 event today before this little lot. Any views on this anyone ..??

Date And Time Error Number Event Description
2018-06-12 11:09:26.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:10:04.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:12:51.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:12:52.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:12:55.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:12:55.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:13:57.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:31:23.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:31:25.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:31:28.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:31:28.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:31:28.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:31:49.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:47:53.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:47:55.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:47:57.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:47:57.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:47:57.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:48:30.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-06-12 11:56:57.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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bob2207
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Message 24 of 44
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Re: Intermittent internet drop off, Network OK

Take a look at the BQM graph form 4pm ..

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/b42d814a9a5e8a2c367072c71fc2f7a7be16e90d-12-06-2018]My Broadband Ping[/url]

 

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bob2207
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Message 25 of 44
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Re: Intermittent internet drop off, Network OK

Not sure why that graph didn;t come up ..

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b42d814a9a5e8a2c367072c71fc2f7a7be16e90d-12-06-2018][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/b42d814a9a5e8a2c367072c71fc2f7a7be16e90d-12-06-2018.png

 

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bob2207
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Message 26 of 44
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Re: Intermittent internet drop off, Network OK

Well...

4th engineer visit today. Showed him the Hub error Log and my BQM info from the last 72hrs ... 20 outages in all with a 3.5 hr outage between 3am and 7:30am this morning. (wonder if that sort of thing has been going on before ..?) There have been 4 since then today, one just before the engineer arrived.

Anyway, he eventually managed to check with Networks who said that there was an open ticket, raised on 1st June for "High Utilisation" in my specific area, i.e. network capacity problem. It's ticket number F006259618. This was raised 10 days after my first call and 8 days after my first engineer visit. So I told him I expected he must have been inundated with calls like mine ... seems he hasn't, which I find amazing.

The resolution date, which I was promised from engineer no3 who came two weeks ago, but never got, despite several messages is 18th July!!  Unbelievable ... over a month away, so hardly seems like it's a priority!!. What kind of service is that????

So I told him that was unacceptable .. and he agreed. He helpfully suggested that I call Swansea rather than India but, unhelpfully, couldn't tell me how.

So I googled it and ended up with a number 08701830542. Eventually got through ... to India!! .. and after explaining to a helpful young lady got put through to her supervisor who confirmed the High Utilisation issue and gave me a £12.79 credit for it. I asked her why this issue wasn't reported on Service Status to which she had no answer but said she would put this forward as a suggestion. (HELP)  When I told her that the situation was completely unacceptable and that I intended to make a complaint she came up with another credit for £20 which it appeared I could have if I didn't complain.(might have got that wrong but that's what it sounded like ..)

I informed her that I wished to file a complaint about the quality and standard of Broadband service I had received since being installed on 9th May and she said that I would receive something form Virgin (not sure if this will be in the post or email) to enable me to do this.

Oh, and because I phoned from my mobile, the call cost me over £14 ... so there's my £12.79 credit gone! 

I should have stayed with TalkTalk ....

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bob2207
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Message 27 of 44
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Re: Intermittent internet drop off, Network OK

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bob2207
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Message 28 of 44
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Re: Intermittent internet drop off, Network OK

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bob2207
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Message 29 of 44
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Re: Intermittent internet drop off, Network OK

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bob2207
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Message 30 of 44
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Re: Intermittent internet drop off, Network OK

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