on 02-09-2020 19:09
Having a tricky issue and looking for some help.
Throughout the day, my internet cuts out for a minute or so before reconnecting. Seems to happen more when I’m using more bandwidth, particularly video conferencing with work. The WiFi signal remains active but I lose all connection. Happens to all devices simultaneously so can’t be the work laptop or anything like that. Happens far less frequently on evenings and weekends so at a loss on what could cause it.
Issue started maybe 6 weeks ago but has grown more frequent ever since. Starting to impact my home working, particularly as I’m the guy who keeps disappearing from video calls!
Router is a Superhub 3 and it’s a 100mb fibre connection that was flawless up until this issue.
All suggestions appreciated, cheers
Answered! Go to Answer
on 18-06-2021 13:15
That's great Ali.
Yes please do keep us posted and if you need anything else, you know where we are.
Take care and enjoy your weekend.
Thanks,
on 22-06-2021 21:28
Hi Kath,
Virgin Engineer that you arranged came in yesterday and he changed the connector (for fiber input) at the back of hub 3.
Unfortunately intermittent cuts still continued yesterday and today. Can you help please?
on 23-06-2021 07:03
on 23-06-2021 08:59
We've checked your connection from our side and everything appears to be within the ranges and the spec's we'd expect them to be, as lotharmat has requested, can you post the Hub stats for us please?
Rob
on 23-06-2021 10:18
Password | Show |
1 | 330750000 | 6 | 38 | 256 qam | 25 |
2 | 234750000 | 3 | 38 | 256 qam | 13 |
3 | 242750000 | 4 | 38 | 256 qam | 14 |
4 | 250750000 | 4.8 | 38 | 256 qam | 15 |
5 | 258750000 | 4.6 | 38 | 256 qam | 16 |
6 | 266750000 | 4.8 | 38 | 256 qam | 17 |
7 | 274750000 | 4.9 | 38 | 256 qam | 18 |
8 | 282750000 | 5 | 38 | 256 qam | 19 |
9 | 290750000 | 5 | 38 | 256 qam | 20 |
10 | 298750000 | 5.4 | 38 | 256 qam | 21 |
11 | 306750000 | 5.5 | 38 | 256 qam | 22 |
12 | 314750000 | 5.8 | 38 | 256 qam | 23 |
13 | 322750000 | 5.9 | 38 | 256 qam | 24 |
14 | 338750000 | 6 | 38 | 256 qam | 26 |
15 | 346750000 | 5.3 | 38 | 256 qam | 27 |
16 | 354750000 | 4.9 | 38 | 256 qam | 28 |
17 | 362750000 | 4.6 | 38 | 256 qam | 29 |
18 | 370750000 | 4.6 | 38 | 256 qam | 30 |
19 | 378750000 | 4.8 | 38 | 256 qam | 31 |
20 | 386750000 | 4.8 | 38 | 256 qam | 32 |
21 | 394750000 | 4.5 | 38 | 256 qam | 33 |
22 | 402750000 | 4.9 | 38 | 256 qam | 34 |
23 | 410750000 | 5 | 38 | 256 qam | 35 |
24 | 418750000 | 5 | 38 | 256 qam | 36 |
1 | Locked | 38.6 | 2978 | 8670 |
2 | Locked | 38.6 | 2359 | 10855 |
3 | Locked | 38.6 | 2423 | 11302 |
4 | Locked | 38.6 | 2548 | 10605 |
5 | Locked | 38.9 | 2636 | 11232 |
6 | Locked | 38.9 | 2509 | 11218 |
7 | Locked | 38.9 | 2409 | 11416 |
8 | Locked | 38.6 | 2432 | 10423 |
9 | Locked | 38.6 | 2482 | 9303 |
10 | Locked | 38.6 | 2754 | 11451 |
11 | Locked | 38.6 | 3119 | 9391 |
12 | Locked | 38.9 | 3280 | 9683 |
13 | Locked | 38.9 | 3275 | 10325 |
14 | Locked | 38.6 | 3438 | 9505 |
15 | Locked | 38.6 | 4030 | 10680 |
16 | Locked | 38.9 | 3905 | 11716 |
17 | Locked | 38.6 | 3711 | 13344 |
18 | Locked | 38.9 | 3658 | 10010 |
19 | Locked | 38.6 | 3854 | 12299 |
20 | Locked | 38.9 | 3308 | 12539 |
21 | Locked | 38.9 | 3098 | 9955 |
22 | Locked | 38.6 | 2986 | 12833 |
23 | Locked | 38.6 | 3364 | 10909 |
24 | Locked | 38.6 | 3330 | 11102 |
on 23-06-2021 10:18
Password | Show |
1 | 32600000 | 39.5 | 5120 | 64 qam | 5 |
2 | 39400004 | 41 | 5120 | 64 qam | 4 |
3 | 46200000 | 41 | 5120 | 64 qam | 3 |
4 | 53699964 | 41 | 5120 | 64 qam | 2 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 2 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 23-06-2021 10:19
Password | Show |
23/06/2021 09:17:19 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2021 09:57:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2021 04:37:11 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2021 04:37:11 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2021 04:37:9 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2021 04:37:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2021 04:37:9 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2021 00:50:31 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 13:24:47 | critical | 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; |
21/06/2021 13:22:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 13:22:18 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 13:22:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 13:22:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 13:22:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 13:22:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 13:22:12 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 13:22:9 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 13:22:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 13:22:9 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/06/2021 00:47:24 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 23-06-2021 10:49
I'm going to send you a Private Message to get some more details from you to arrange for a technician to come out aliyanik.
Looking forward to hearing back from you.
Rob
on 23-06-2021 12:05
We understand the frustration aliyanik, I have booked a technician in for you and you can find the details of the visit via your online account or here
Thanks
Rob
on 28-06-2021 13:29
Hi @James20211,
Thanks for coming back to me via private message.
I have rebooked the engineer for you now. As before, we cannot confirm the appointment time slot publicly, so to view this please sign in to My Virgin Media here: My VM
Even if the issues seem to be resolved, keep the engineer visit as the power levels won't go to where they need to be by themselves. An engineer is required to do this.
Please let us know how the visit goes.
Thanks,