Forum Discussion

DannyEvans's avatar
DannyEvans
On our wavelength
5 months ago

Lag, packet loss, unstable connetion for over a year now

Hello All

I want to share with you the pain and torture it is dealing with this company, not only with their customer service online but also the engineers

Took out virgin media around 2019-2020. Router came everything fine and worked fine up until around 18 months ago when the network kept dropping out. This later turned out to be a fault in the area and then an upgrade to their hardware in the area which resulted in days with no Internet. Ever since this work was complete my connection has become so unstable I can barely stream a film and if it does come on it renders in at 360P ( I was on 250mb at the time ) package. Online gaming? Good luck with that! 

Ran some network tests and was getting 100% packet loss. Contacted virgin media and an engineer was sent out

1st visit. Engineer arrived " there is a knick in the cable outside, I'll get it sorted and get you a cable rebury booked.  Cable done, rebury done. Same issues. Contacted virgin again. Sent another engineer

2nd visit - faulty hub apparently. Hub changed still same issue. Back onto virgin

3rd visit- faulty hub..... replaced again. Same issues

Back onto virgin. " your speeds are fine " I know the speeds are fine but the connection is unstable I can't do anything. Advised gaming is impossible online and I'm connected to LAN. The resolution? " I'll send you a WiFi pod.....

Obviously same issues. Engineer booked again

4th visit - cab outside is out of balance. I'll contact them and get it sorted and we will let you know when the work is done. Didn't hear a thing. 

Contacted again. Advisor tells me I need to upgrade. New contract, same issues but hey 500mb now!

At this point I gave up until a week ago when it became unbearable. A senior engineer was sent out this time.

Engineers advises me that if I contact virgin again then I'll start getting charged a call out fee. This is before he even does anything. He then tells me nothing will be wrong without checking anything. I show him pictures of the upload speed at around 1mb. He says virgin are not responsible for upload?? He then asks me to turn the PlayStation on and show him it not working. I load up efootball, connection straight away is gone, button input 5 seconds behind, game freezing and catching its self up. Engineer then advises he knows the issue now and it is because I'm playing a free PlayStation game ( I wish I was making this up ) and that the issue is with them. When challenged why a free PlayStation game would make my chromecast not work or my ring doorbell to not connect to the Internet I was greeted with silence

So here I am, still with an awful connection and none the wiser why it's gone. It can't be an issue with my set up as I've tried the chromecast on its own on WiFi and had the issues and I've tried the PS connected with ethernet with nothing connected to WiFi and still get the same issues.

So I suppose this is a last effort for virgin to see this and maybe actually acknowledge the issue

Any advise would be greatly appreciated but I think it's safe to say I will be leaving virgin as soon as I can. No full fibre in my area but I'd rather have a stable 50mb connection than 500mb and not know if I can watch a bit of Netflix today!

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    5 months ago

    Raise a formal written complaint over the missold speed upgrade and pod. Link is below. 

    Start a BQM to further monitor your connection. Share the public link here. Link is below. 

    Share all of your hub stats here. 

     

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter
      5 months ago

      Please delete the image as it shows your IP address. There is a version to share that hides this. All the same your BQM shows a poor connection with packet loss and possible local network congestion during daytime hours. 

  • DannyEvans's avatar
    DannyEvans
    On our wavelength
    5 months ago

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    11380000002.141QAM 2561
    21540000001.442QAM 2563
    31780000000.541QAM 2566
    41860000000.341QAM 2567
    52100000000.841QAM 25610
    62180000000.841QAM 25611
    72260000001.142QAM 25612
    8242000000141QAM 25614
    92500000001.242QAM 25615
    102740000000.641QAM 25618
    112820000000.441QAM 25619
    123060000000.341QAM 25622
    133140000000.640QAM 25623
    143300000000.741QAM 25625
    153380000000.941QAM 25626
    16346000000-1.141QAM 25627
    17370000000-1.641QAM 25630
    18378000000-1.341QAM 25631
    19402000000-2.340QAM 25634
    20410000000-2.840QAM 25635
    21426000000-2.940QAM 25637
    22434000000-2.140QAM 25638
    23442000000-3.339QAM 25639
    24450000000-3.339QAM 25640
    25458000000-439QAM 25641
    26466000000-4.739QAM 25642
    27474000000-4.339QAM 25643
    28482000000-5.338QAM 25644
    29490000000-3.939QAM 25645
    30498000000-4.339QAM 25646
    31506000000-3.539QAM 25647
    32514000000-3.639QAM 25648

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked41710
    2Locked42460
    3Locked41210
    4Locked4160
    5Locked4180
    6Locked4170
    7Locked4220
    8Locked4100
    9Locked4210
    10Locked4150
    11Locked4130
    12Locked4110
    13Locked4010
    14Locked4100
    15Locked4100
    16Locked4100
    17Locked4100
    18Locked4110
    19Locked4030
    20Locked4050
    21Locked4080
    22Locked4000
    23Locked39180
    24Locked39150
    25Locked39420
    26Locked39870
    27Locked39610
    28Locked382190
    29Locked39770
    30Locked39870
    31Locked39470
    32Locked39530

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked412.43681991510
  • DannyEvans's avatar
    DannyEvans
    On our wavelength
    5 months ago

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    06030000041.85120QAM 641
    15370000041.55120QAM 642
    24620000041.85120QAM 643
    33940000041.85120QAM 644
    43260000041.85120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
  • DannyEvans's avatar
    DannyEvans
    On our wavelength
    5 months ago

    Network Log

    Time Priority Description
    28-09-2024 13:08:35noticeGUI Login Status - Login Success from LAN interface
    28-09-2024 12:02:28errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 22:10:08warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 22:10:05criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 21:59:02noticeREGISTRATION COMPLETE - Waiting for Operational status
    25-09-2024 21:58:55warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 21:58:55warningDynamic Range Window violation
    25-09-2024 21:58:55warningDynamic Range Window violation
    25-09-2024 21:58:55warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 21:58:55warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 21:58:55warningDynamic Range Window violation
    25-09-2024 21:58:54warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 21:58:54warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 21:58:54warningDynamic Range Window violation
    25-09-2024 21:58:49noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 21:58:48noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 21:58:41warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 21:58:39noticeHonoring MDD; IP provisioning mode = IPv4
    25-09-2024 21:58:24criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    25-09-2024 21:58:24criticalCable Modem Reboot because of - tr069-reboot
    17-09-2024 16:50:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-09-2024 16:50:05criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-09-2024 16:50:04criticalCable Modem Reboot because of - HW or Power-On Reset
    17-09-2024 16:45:33criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-09-2024 16:45:30criticalReceived 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;
    17-09-2024 16:45:10criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-09-2024 16:45:09criticalReceived 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;
    17-09-2024 16:44:50criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-09-2024 16:44:50criticalReceived 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;
    17-09-2024 16:44:30criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-09-2024 16:44:29criticalReceived 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;
    17-09-2024 16:44:10criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-09-2024 16:44:09criticalReceived 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;
      • Cardiffman282's avatar
        Cardiffman282
        Trouble shooter
        5 months ago

        BQM is still pretty awful. Stats are okayish but the downstream power levels have an unusually wide range. 

        Check for local faults on 0800 561 0061 and ensure all cables and connections are tight and in good condition. 

  • DannyEvans's avatar
    DannyEvans
    On our wavelength
    5 months ago

    Still experiencing same issues. Anyone from virgin pick this up please?

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter
      5 months ago

      It can take a couple of days on here for staff to get to you. 

  • DannyEvans's avatar
    DannyEvans
    On our wavelength
    5 months ago

    Been horrendous tonight. Tried to restart the modem but carried on

  • DannyEvans's avatar
    DannyEvans
    On our wavelength
    5 months ago

    So wanted to add some more information to this for when it does get picked up. Still no real change but i have taken some images of the brown box out side and then the connections in house as well as todays graph. Maybe there is something im missing but i dont know!

     

    Here is the box outside

    Brown Box