on 02-05-2020 14:05
Our broadband drops out very regularly, a few times an hour for a few minutes (sometimes longer if the hub reboots itself).
After two engineer visits, a new hub and new cabling, the situation is no better. This has been an issue for 2 months. If I manage to speak to someone I am told that there is no issue on ‘their end’ and the virgin broadband test online is infuriating.
Following advice I have set up a thinkbroadband network monitoring app which over the last week shows constant ‘dropped packets’ and constant spikes of ‘high latency’. As a lay person I have no idea what this means but am told it can cause dropped connections.
Can anyone advice of a possible solution?
thanks
Luke
Answered! Go to Answer
on 25-11-2020 16:18
@Yellowangel83 wrote:🤷♀️
If you want assistance please start your own thread.
on 06-12-2020 10:36
Hi Zoie
How did you get on looking at the monitor you requested I set up?
Thanks
on 04-07-2021 14:41
Interesting that VM has looked in to this post complaints, when there should already some AI or manual monitoring of congestion issues.
Can you also look in to this issue in my area as we also are experiencing dropped connection. No physical changes made on my network but this is becoming more of an issue the past two weeks.
I also request that this is flagged as an official complaint.
Regards,
Jay
on 04-07-2021 16:05
Thanks for your post, Jethwa, yes we can check for you. I'll send you a private message to confirm your account details.
Cheers,
Corey C
on 06-07-2021 09:41
Thanks for your messages and clearing data protection, Jethwa,
I have set up an engineer’s visit for you which you will be able to view from your online account here.
Cheers,
Corey C
on 19-07-2021 13:18
I am also having regular problems with dropping out.
Logs as below.
Please can you look into this for me? As the landine is also on the network it is causing us all sorts of problems, plus zoom calling to work is a nightmare.
Many thanks.
19/07/2021 13:00:54 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:24:10 | Error | Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:24:4 | Error | Service Delete rejected - Service flow not found;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:23:35 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:23:35 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:23:22 | Error | Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:22:59 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:22:59 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:06:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:06:58 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:06:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:06:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 10:05:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 10:05:51 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 10:05:50 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 10:05:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 10:05:48 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 10:05:38 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 10:05:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 10:05:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 19-07-2021 13:32
Hi final_chapter,
Welcome to the Community Forums! It's great to have you onboard.
Sorry to hear you've been experiencing some issues with your broadband connection recently - I've been able to locate your account, and can see that there are some signal level issues which will require an engineer visit to put right.
I'm going to pop you over a PM now so I can arrange a visit for you.
Thanks!
Beth
on 28-07-2021 15:50
I have been experiencing the same issues since June 2020. 4 engineer visits , hub changes, cabling etc and this is still ongoing. For a while it looks ok, then the connection turns unstable again, making working from home a pain. Microsoft teams calls are disconnecting regularly.
Appreciate if someone can help identify where the issue is please.
My BQM chart can be found here :
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 411000000 | 8.6 | 38 | 256 qam | 1 |
2 | 419000000 | 8.6 | 38 | 256 qam | 2 |
3 | 427000000 | 8.8 | 38 | 256 qam | 3 |
4 | 435000000 | 9 | 38 | 256 qam | 4 |
5 | 443000000 | 9 | 38 | 256 qam | 5 |
6 | 451000000 | 9.1 | 38 | 256 qam | 6 |
7 | 459000000 | 9 | 38 | 256 qam | 7 |
8 | 467000000 | 9 | 37 | 256 qam | 8 |
9 | 475000000 | 8.9 | 38 | 256 qam | 9 |
10 | 483000000 | 9 | 38 | 256 qam | 10 |
11 | 491000000 | 9.3 | 38 | 256 qam | 11 |
12 | 499000000 | 9.3 | 38 | 256 qam | 12 |
13 | 507000000 | 9.5 | 38 | 256 qam | 13 |
14 | 515000000 | 9.5 | 38 | 256 qam | 14 |
15 | 523000000 | 9.5 | 38 | 256 qam | 15 |
16 | 531000000 | 9.4 | 38 | 256 qam | 16 |
17 | 539000000 | 9 | 38 | 256 qam | 17 |
18 | 547000000 | 9 | 37 | 256 qam | 18 |
19 | 555000000 | 8.8 | 37 | 256 qam | 19 |
20 | 563000000 | 8.9 | 37 | 256 qam | 20 |
21 | 571000000 | 8.5 | 37 | 256 qam | 21 |
22 | 579000000 | 8.3 | 37 | 256 qam | 22 |
23 | 587000000 | 8 | 37 | 256 qam | 23 |
24 | 595000000 | 8 | 37 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 38.6 | 36 | 0 |
2 | Locked | 38.6 | 43 | 0 |
3 | Locked | 38.6 | 56 | 0 |
4 | Locked | 38.6 | 50 | 0 |
5 | Locked | 38.6 | 39 | 0 |
6 | Locked | 38.6 | 42 | 0 |
7 | Locked | 38.6 | 33 | 0 |
8 | Locked | 37.6 | 38 | 0 |
9 | Locked | 38.6 | 74 | 0 |
10 | Locked | 38.6 | 46 | 0 |
11 | Locked | 38.6 | 44 | 0 |
12 | Locked | 38.6 | 46 | 0 |
13 | Locked | 38.9 | 48 | 0 |
14 | Locked | 38.6 | 45 | 0 |
15 | Locked | 38.6 | 43 | 0 |
16 | Locked | 38.6 | 65 | 0 |
17 | Locked | 38.6 | 76 | 0 |
18 | Locked | 37.6 | 87 | 0 |
19 | Locked | 37.6 | 99 | 0 |
20 | Locked | 37.6 | 105 | 0 |
21 | Locked | 37.3 | 129 | 0 |
22 | Locked | 37.6 | 136 | 0 |
23 | Locked | 37.6 | 163 | 0 |
24 | Locked | 37.3 | 150 | 0 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 39400000 | 39.3 | 5120 | 64 qam | 2 |
2 | 46200049 | 39.5 | 5120 | 64 qam | 1 |
3 | 25800000 | 39.5 | 5120 | 64 qam | 4 |
4 | 32600000 | 39.3 | 5120 | 64 qam | 3 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Network Log
Time | Priority | Description |
28/07/2021 12:41:8 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 10:04:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/07/2021 07:33:58 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/07/2021 07:24:1 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2021 16:54:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/07/2021 20:21:30 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:51:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:51:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:51:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:51:22 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:49:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:48:47 | 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; |
20/07/2021 09:42:57 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:42:54 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:42:54 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:42:53 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:42:53 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:42:52 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/07/2021 09:42:52 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 28-07-2021 16:05
We had an engineer come out and he said it was signal strength and made some adjustments down the road. Also tested internal connections but did not replace our hub 3.
We are the first Virgin customers at our address (new build) so I am hopeful that things have been resolved. So far (one week) it seems to have worked as by now I would have expereinced at least a couple of drop outs as things were.
I hope this helps you.
on 28-07-2021 16:52
Thanks for your post sbirsen853, and a very warm welcome to you
Sorry to hear of the service issues you've been experiencing
I can see that you've been able to speak to our team who advised you to monitor the connection for 72 hours.
Looking at the stats on the hub, it doesn't look brilliant, but far from the worst we've seen, and I suspect this is why you've been asked to monitor recently.
Do you have issues on wired connections as well as Wi-Fi services? Do you have any Wi-Fi boosters or pods currently installed?
Kindest regards,
David_Bn