Intermittent internet

[Sarahh4]

Hi all so for the last 4 weeks we have had intermittent internet (new build estate)  both wired and wifi. It goes off at least 10 times a day, and during the night, for up to 5-10 ten minutes at a time. I have had three engineers out who have done their tests, they changed the hub, checked all connection and the last visit on Friday they changed the fibre wire which I was told was the problem all along and the internet shouldn’t go off again. Well over the weekend it has been horrendous and yet again after doing the service status checks it stated I need another engineer visit. Has anyone experienced the similar and have any advice? I feel like I’m going around in circles discussing it over and over again with customer services. I need it sorting asap as I work from home half of the week. 

[WorstISP]

Hi Sarah, you're having an issue that is affecting loads of other customers. Log onto your Hub (Go to 192.168.0.1, you don't need to log in, just click on "Check router status"). Then click on "Network Log", and I guaruntee you'll see a bunch of T3 error log messages.

T3 is an error code to indicate an error between your hub and the "terminal", which is where your line connects to Virgin Media's access layer.

The first thing you should do is open an official complaint: https://www.virginmedia.com/help/complaints

Virgin Media don't bother themselves to fix anything until your complaint gets to the Communications Ombudsman, which takes 8 weeks. I am sorry to say that you will probably have technicians come to visit you who will do absolutely fanny all until this case gets to the Ombudsman.

You should use this next 8 weeks to collect evidence that you are being regularly disconnected. Also try doing some speed tests by https://samknows.com/realspeed/ and check if the speeds are dropping below your minimum speed guaruntee.

But yeah basically don't bother with customer support, do the official complaint as that's the only way to get it escalated.

DO NOT MENTION WIFI. Make absolutely sure you always specify that this is happening over ethernet and that you've tried 2 different cables, and 2 different devices. I'm sorry to say that you're going to have to wait 8 weeks for this to get to the Ombudsman before they send anyone who can fix it (they prioritise escalated cases).

[Sarahh4]

Thank you very much for the reply,,, I followed your advice and yes there are lots of error reports.

an	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	3	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=3.1;
Sun Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	3	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=3.1;
Sun Jan	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

I will follow the advice you have given me and hopefully I will start getting somewhere! 

[Zoie_P]

Hi @Sarahh4, 

Thank you for your post and I am so sorry to hear you have been having some issues, I have checked our systems and can see some issues that require a tech, I will pop you over a PM so we can get this booked in for you.
Thanks,
Zoie