Internet constantly disconnecting every few minutes

[cmr333]

Hi,

Since the morning for the past ~10 hours my internet constantly disconnects every few minutes. I have called Virgin Support multiple times on the phone and they keep constantly going through troubleshooting and telling me it'll be fixed in few hours. But every time I call them they said that there are no details of someone attempting to fix my connection. I'm so beyond fed up already

My friend told me to try the forums, so here I am

I have tried using a service from Think Broadband to check my broadband quality (For reference, a good stable quality is supposed to be all green)

Here is also my network log from the router (Virgin Hub 3)

Thanks

13/03/2023 17:32:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:32:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:32:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:32:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:31:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:31:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 17:30:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ayisha_B]

Hi @cmr333 

Thanks for the update. We're glad your services have been restored and apologies for any inconvenience caused.

If you need anything else, let us know.

Have a great weekend!

[cmr333]

Bump

I'm still having this issue for past 2-3 weeks. I've called 10-15 times to Virgin support, they keep saying they'll send a technician but no one comes, then I get a SMS saying the issue is fixed which it does indeed get fixed but the very next day I get disconnections again. I've already replaced my Virgin Hub 3 for a Virgin Hub 5 and also replaced the coax cable in the house

I'm absolutely frustrated and fed up

[jbrennand]

What is being reported on 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 street cab/ postcode level.

Faults may not be listed on the Area Status web page as Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country. So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you.

[cmr333]

The number constantly says there's not an issue in my area when there clearly is as I've had a technician make a temporary fix about 3 or 4 times from their end (I've never met the technician in person but I get SMS when the issue is fixed)

The technicians fix it temporarily and a day later the disconnections start again

[jbrennand]

Post up the Hub stats again and the current BQM.

Lets see if they are as awful as they were last time !

[cmr333]

Broadband Quality Monitor (Same link as before)

Downstream bonded channels (1)

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	235000000	11.8	43	QAM 256	13
2	139000000	12.6	42	QAM 256	1
3	147000000	12.5	42	QAM 256	2
4	155000000	12.3	42	QAM 256	3
5	163000000	12	43	QAM 256	4
6	171000000	11.8	42	QAM 256	5
7	179000000	11.8	42	QAM 256	6
8	187000000	11.8	42	QAM 256	7
9	195000000	12.1	43	QAM 256	8
10	203000000	12	43	QAM 256	9
11	211000000	12.1	43	QAM 256	10
12	219000000	12	43	QAM 256	11
13	227000000	11.9	43	QAM 256	12
14	243000000	11.7	43	QAM 256	14
15	251000000	11.6	43	QAM 256	15
16	259000000	11.6	43	QAM 256	16
17	267000000	11.5	43	QAM 256	17
18	275000000	11.4	43	QAM 256	18
19	283000000	11.3	43	QAM 256	19
20	291000000	11.3	43	QAM 256	20
21	299000000	11.3	43	QAM 256	21
22	307000000	11.3	43	QAM 256	22
23	315000000	11.3	43	QAM 256	23
24	323000000	11.4	43	QAM 256	24
25	331000000	11.4	43	QAM 256	25
26	339000000	11.6	43	QAM 256	26
27	347000000	11.6	43	QAM 256	27
28	355000000	11.7	43	QAM 256	28
29	363000000	11.7	43	QAM 256	29
30	371000000	11.8	43	QAM 256	30
31	379000000	11.9	43	QAM 256	31

Downstream bonded channels (2)

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	43	67529	978
2	Locked	42	17067	541
3	Locked	42	2321	416
4	Locked	42	1953	242
5	Locked	43	9915	278
6	Locked	42	8523	174
7	Locked	42	20812	309
8	Locked	42	6745	175
9	Locked	43	4720	137
10	Locked	43	3566	130
11	Locked	43	47	224
12	Locked	43	9	103
13	Locked	43	1111	109
14	Locked	43	399	251
15	Locked	43	230	206
16	Locked	43	132	157
17	Locked	43	24	280
18	Locked	43	15	170
19	Locked	43	37	285
20	Locked	43	31	346
21	Locked	43	36	411
22	Locked	43	27	290
23	Locked	43	19	240
24	Locked	43	23	294
25	Locked	43	30	355
26	Locked	43	17	296
27	Locked	43	31	452
28	Locked	43	28	388
29	Locked	43	19	348
30	Locked	43	15	310
31	Locked	43	16	303

[cmr333]

Upstream bonded channels (1)

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

0	49600000	41.8	5120	QAM 64	1
1	43100000	41.8	5120	QAM 64	2
2	36600000	41.8	5120	QAM 64	3
3	30100000	41.5	5120	QAM 64	4
4	23600000	41.3	5120	QAM 64	5

Upstream bonded channels (2)

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	4	51	0
1	ATDMA	0	4	83	0
2	ATDMA	0	4	50	0
3	ATDMA	0	4	49	0
4	ATDMA	0	4	53	0

Network Log

Time Priority Description

03-04-2023 19:01:28	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
03-04-2023 19:01:21	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
03-04-2023 19:01:07	warning	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 19:00:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 19:00:11	warning	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 19:00:11	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:59:20	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:59:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:59:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:58:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:58:51	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:58:29	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:58:29	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:58:27	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:58:03	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:58:03	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:58:02	warning	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:57:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:57:32	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:57:09	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:57:08	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:57:08	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:57:07	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:57:06	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:57:05	warning	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:56:59	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:56:57	warning	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:56:34	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:56:34	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:56:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:56:20	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-04-2023 18:55:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

This needs looking at - I have alerted VM to comment

[Ayisha_B]

Hi @cmr333,

Sorry you're still experiencing issues. 

I would love to take a closer look so will pop you a PM now to discuss further. 

Thanks

[Ayisha_B]

Thanks for confirming the requested details via PM @cmr333 
I've booked a technician for you to come out as we have identified an ongoing network stability issue. You can find confirmation of the visit via your 👉 online account.

Let me know if there are any problems with the date or time and I can look to reschedule this for you. 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes! 😊