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Message 31 of 40
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Re: Issues with losing connection regularly

Third time raising an official complaint that has so far remained unanswered.

FYI here is the notice confirming 48 hour acknowledgement.

 

Screenshot 2020-10-26 110055.png

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Message 32 of 40
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Re: Issues with losing connection regularly

Still broken no replies from virgin to my 3 complaints.

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Message 33 of 40
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Re: Issues with losing connection regularly

Still broken, complaints remain unanswered, web chat tech support cut me off after 3 minutes.

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Message 34 of 40
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Re: Issues with losing connection regularly

Hi Jonnyboybick,

 

Thanks for your post. 

 

I'm really sorry you've been having ongoing issues with your connection and you haven't yet had a response to your complaint.

 

It looks like you've had a technician arranged since posting and our team have been in contact with you, so I do hope this is now being taken care of. 

 

Thank you,

 

Melissa

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Message 35 of 40
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Re: Issues with losing connection regularly

Engineer came out and swapped my hub. The lady on the phone said my hub was damaged because one of the devices in my house was sharing a WiFi channel with it and it damaged the hub..... I let that one slide. Especially as my WiFi is turned off on my hub.

The engineer came out and replaced the hub and said it was a refurbished one when they put it in, not sure thats true, I guess its possible for new customers to get second hand hardware.

We'll see if the issue is resolved I haven't had a chance to use it much yet.

Edit: Oh yeah and what really puts the icing on the cake is I got an email back from the complaints team saying my complaint had been resolved and the solution was "Customer Education". As if it matters that I've received the worst customer experience possible and have had sub par service for nearly 8 weeks.

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Message 36 of 40
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Re: Issues with losing connection regularly

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Alessandro Volta
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Message 37 of 40
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Re: Issues with losing connection regularly

Post (as text) the network, upstream and downstream logs from the hubs admin page

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Message 38 of 40
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Re: Issues with losing connection regularly

Downstream bonded channels

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

16590000001.538256 qam32
2475000000238256 qam9
34830000001.738256 qam10
4491000000238256 qam11
54990000001.538256 qam12
65070000001.740256 qam13
75150000001.540256 qam14
85230000001.538256 qam15
95310000001.540256 qam16
10539000000138256 qam17
115470000001.238256 qam18
125550000000.938256 qam19
13563000000138256 qam20
145710000000.938256 qam21
155790000000.738256 qam22
165870000000.738256 qam23
175950000000.538256 qam24
186030000001.238256 qam25
19611000000138256 qam26
206190000001.738256 qam27
21627000000138256 qam28
226350000001.938256 qam29
236430000001.238256 qam30
246510000002.238256 qam31



Downstream bonded channels

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

1Locked38.95797978508
2Locked38.95754985183
3Locked38.95756886616
4Locked38.95735589711
5Locked38.95787892746
6Locked40.35794393876
7Locked40.35788991187
8Locked38.95768393401
9Locked40.35848394676
10Locked38.95920590460
11Locked38.96204090408
12Locked38.95623791816
13Locked38.95681894567
14Locked38.95706996918
15Locked38.95781399491
16Locked38.95826091605
17Locked38.95755896537
18Locked38.95770493621
19Locked38.96004092431
20Locked38.96251982403
21Locked38.65961690648
22Locked38.95835181571
23Locked38.65683386683
24Locked38.96063874549
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Message 39 of 40
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Re: Issues with losing connection regularly

Upstream bonded channels

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

15370000033.5512064 qam2
23940000032512064 qam4
34620000033.5512064 qam3
46030000033.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0010
4ATDMA0010
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Message 40 of 40
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Re: Issues with losing connection regularly

Network Log

Time Priority Description

23/11/2020 15:23:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 14:31:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 14:31:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 11:10:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 09:57:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 09:57:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 09:49:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 09:49:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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