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

[DannyEvans]

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]

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. 

[DannyEvans]

Nice one! Will get onto this 

[DannyEvans]

 

[Cardiffman282]

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]

 

[DannyEvans]

3.0 Downstream channels

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

1	138000000	2.1	41	QAM 256	1
2	154000000	1.4	42	QAM 256	3
3	178000000	0.5	41	QAM 256	6
4	186000000	0.3	41	QAM 256	7
5	210000000	0.8	41	QAM 256	10
6	218000000	0.8	41	QAM 256	11
7	226000000	1.1	42	QAM 256	12
8	242000000	1	41	QAM 256	14
9	250000000	1.2	42	QAM 256	15
10	274000000	0.6	41	QAM 256	18
11	282000000	0.4	41	QAM 256	19
12	306000000	0.3	41	QAM 256	22
13	314000000	0.6	40	QAM 256	23
14	330000000	0.7	41	QAM 256	25
15	338000000	0.9	41	QAM 256	26
16	346000000	-1.1	41	QAM 256	27
17	370000000	-1.6	41	QAM 256	30
18	378000000	-1.3	41	QAM 256	31
19	402000000	-2.3	40	QAM 256	34
20	410000000	-2.8	40	QAM 256	35
21	426000000	-2.9	40	QAM 256	37
22	434000000	-2.1	40	QAM 256	38
23	442000000	-3.3	39	QAM 256	39
24	450000000	-3.3	39	QAM 256	40
25	458000000	-4	39	QAM 256	41
26	466000000	-4.7	39	QAM 256	42
27	474000000	-4.3	39	QAM 256	43
28	482000000	-5.3	38	QAM 256	44
29	490000000	-3.9	39	QAM 256	45
30	498000000	-4.3	39	QAM 256	46
31	506000000	-3.5	39	QAM 256	47
32	514000000	-3.6	39	QAM 256	48

3.0 Downstream channels

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

1	Locked	41	71	0
2	Locked	42	46	0
3	Locked	41	21	0
4	Locked	41	6	0
5	Locked	41	8	0
6	Locked	41	7	0
7	Locked	42	2	0
8	Locked	41	0	0
9	Locked	42	1	0
10	Locked	41	5	0
11	Locked	41	3	0
12	Locked	41	1	0
13	Locked	40	1	0
14	Locked	41	0	0
15	Locked	41	0	0
16	Locked	41	0	0
17	Locked	41	0	0
18	Locked	41	1	0
19	Locked	40	3	0
20	Locked	40	5	0
21	Locked	40	8	0
22	Locked	40	0	0
23	Locked	39	18	0
24	Locked	39	15	0
25	Locked	39	42	0
26	Locked	39	87	0
27	Locked	39	61	0
28	Locked	38	219	0
29	Locked	39	77	0
30	Locked	39	87	0
31	Locked	39	47	0
32	Locked	39	53	0

3.1 Downstream channels

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

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

41

2.4

368199151

0

[DannyEvans]

3.0 Upstream channels

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

0	60300000	41.8	5120	QAM 64	1
1	53700000	41.5	5120	QAM 64	2
2	46200000	41.8	5120	QAM 64	3
3	39400000	41.8	5120	QAM 64	4
4	32600000	41.8	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[DannyEvans]

Network Log

Time Priority Description

28-09-2024 13:08:35	notice	GUI Login Status - Login Success from LAN interface
28-09-2024 12:02:28	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 22:10:08	warning	DBC-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 22:10:05	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 21:59:02	notice	REGISTRATION COMPLETE - Waiting for Operational status
25-09-2024 21:58:55	warning	RNG-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 21:58:55	warning	Dynamic Range Window violation
25-09-2024 21:58:55	warning	Dynamic Range Window violation
25-09-2024 21:58:55	warning	RNG-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 21:58:55	warning	RNG-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 21:58:55	warning	Dynamic Range Window violation
25-09-2024 21:58:54	warning	REG-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 21:58:54	warning	RNG-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 21:58:54	warning	Dynamic Range Window violation
25-09-2024 21:58:49	notice	DS 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 21:58:48	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 21:58:41	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-09-2024 21:58:39	notice	Honoring MDD; IP provisioning mode = IPv4
25-09-2024 21:58:24	critical	SYNC 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 21:58:24	critical	Cable Modem Reboot because of - tr069-reboot
17-09-2024 16:50:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-09-2024 16:50:05	critical	SYNC 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 16:50:04	critical	Cable Modem Reboot because of - HW or Power-On Reset
17-09-2024 16:45:33	critical	SYNC 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 16:45:30	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=3.1;
17-09-2024 16:45:10	critical	SYNC 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 16:45:09	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=3.1;
17-09-2024 16:44:50	critical	SYNC 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 16:44:50	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=3.1;
17-09-2024 16:44:30	critical	SYNC 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 16:44:29	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=3.1;
17-09-2024 16:44:10	critical	SYNC 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 16:44:09	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=3.1;

[DannyEvans]

Couple more examples. Thansk in advance