Network Dropouts

[DanMackie1]

Hello,

My house have been having multiple daily dropouts pretty much since we moved into the new place at the start of this year. We have got the Hub 3.0 and recently got the mesh system installed too. Generally the speed is great, it just drops out multiple times a day, sometimes just for a second or two. I have tried everything under the sun including multiple resets, testing all cables are connected correctly and splitting the Wifi between 2.4Ghz and 5Ghz - nothing has worked.

Here is my BQM link, it's a similar picture on most days but particularly bad today - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8ad6350511b26c425e891f67bcc653a4d...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b82f44fa1b4700c046a7137fe9958234ff...

Here are logs from the router settings:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 3.4 40 256 qam 25
2 203000000 5 38 256 qam 9
3 211000000 4.9 38 256 qam 10
4 219000000 4.9 38 256 qam 11
5 227000000 5 40 256 qam 12
6 235000000 5 40 256 qam 13
7 243000000 5 38 256 qam 14
8 251000000 4.9 40 256 qam 15
9 259000000 4.9 40 256 qam 16
10 267000000 5 40 256 qam 17
11 275000000 4.8 40 256 qam 18
12 283000000 4.1 40 256 qam 19
13 291000000 3.7 40 256 qam 20
14 299000000 3.2 40 256 qam 21
15 307000000 3 40 256 qam 22
16 315000000 3.2 40 256 qam 23
17 323000000 3.2 40 256 qam 24
18 339000000 3.5 40 256 qam 26
19 347000000 3.5 40 256 qam 27
20 355000000 3.5 40 256 qam 28
21 363000000 3.7 40 256 qam 29
22 371000000 3.7 40 256 qam 30
23 379000000 3.7 40 256 qam 31
24 387000000 3.7 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 491 9540
2 Locked 38.9 4445 14796
3 Locked 38.9 414 8763
4 Locked 38.6 259 8772
5 Locked 40.3 393 8715
6 Locked 40.3 208 9005
7 Locked 38.9 217 9333
8 Locked 40.3 269 16709
9 Locked 40.9 564 24649
10 Locked 40.3 548 24762
11 Locked 40.3 382 9379
12 Locked 40.3 340 9232
13 Locked 40.3 590 17251
14 Locked 40.9 448 9711
15 Locked 40.9 545 9485
16 Locked 40.3 376 9599
17 Locked 40.3 511 9489
18 Locked 40.3 382 9739
19 Locked 40.3 403 26175
20 Locked 40.3 397 9823
21 Locked 40.3 512 9836
22 Locked 40.3 492 18103
23 Locked 40.3 1767 24509
24 Locked 40.3 1080 6268

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 44.5 5120 64 qam 2
2 46200000 44.5 5120 64 qam 3
3 60300000 44.5 5120 64 qam 1
4 39400048 44.3 5120 64 qam 4

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 5 0
4 ATDMA 0 0 8 0

Network Log
Time Priority Description
04/06/2021 14:59:13 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:33:47 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:33:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:33:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:33:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:33:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:25:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:59 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:54 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:54 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:24:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:06:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:06:30 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:06:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:06:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 14:06:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 13:56:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 13:56:56 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Please help! 

Thanks,
Dan

[Gareth_L]

Hello DanMackie1

I just checked the account to see how the visit went

We do have an outage in the area which is due to be fixed on the 09/06

Its logged under ref number F009076643  

Can you pleas let me know how things are on the 10th

If its still bad and the Outage is fixed then I will need to book another engineer again 

Gareth_L

[DanMackie1]

Hi Gareth,

Still having same issues, has the outage been fixed yet or do you have an update when it will be?

Thanks,

Dan

[Paul_DN]

Hi Dan,

Thank you for coming back to us, sorry to hear you are still facing issues , I have had a look and the current fault is still present under F009076643,  You might find that these services are intermittent at the moment: Virgin Fibre, Interactive TV, Catch Up TV, TV On Demand TiVo® or V6 home menu. We are sorry and working hard to resolve this for you.

The current fix Time Date is now 17/06/21, we are sorry this has been put back again, all our fix dates are estimated and can take longer depending on the complexity of the fault.

Kind regards

Paul. 

[DanMackie1]

Hello,

Fault was fixed last week but still having the same issues, really bad today.

Here is BQM link again:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8ad6350511b26c425e891f67bcc653a4d...

Please can an engineer be booked to my address?

Thanks,

Dan

[rsmith2074]

Hi,

This is really interesting as i've been having the same issue although it's been ongoing for 4 or 5 months now with no promise of it being resolved. I've had 3 engineer visits who all insist there's no fault even though i've explained it's intermittent. I've had a new box externally & internally fitted, new cabling & a replacement hub, all to no avail!

If you do get this sorted, please report on here how you managed it as it's driving me insane!

Customer service from Virgin are no help whatsoever, just going through scripts like bad actors & i really can't see a solution happening any time soon.

Good luck with yours!!

[DanMackie1]

Hey mate,

That's rubbish, it's been the same for us for about 6 months too but just got particularly bad in the last month or so, even the TV cuts off now. You're not around North London are you?

I don't understand how I am meant to work from home being kicked off my server every 10 minutes, same goes for Zoom calls. I will be looking to change provider if it can't be resolved although I am hoping we have some dodgy cabling. Will let you know, good luck with your issue too!

Thanks,

Dan

[David_Bn]

Hi DanMackie1, thanks for coming back to us

I'm sorry to say that I've looked into the local area, and can see that there is an new outage that was logged on 20/06/21.

This is due to be resolved by 28/06/21 at 09:00

We're terribly sorry for any inconvenience this may cause you

Kindest regards,

David_Bn

[DanMackie1]

Hi David,

How long do I need to go round in circles with new outages before my internet is completely fixed please? It is unusable today so not sure what is stopping me switching to a new provider?

Thanks,

Dan

[David_Bn]

Thanks for coming back to me DanMackie1,

Sadly when it comes to outages, we're in a position where there is very little we can do

We do certainly hope that the services can be restored to full working order as soon as possible

Kindest regards,

David_Bn

[rsmith2074]

Hi Dan,

I'm all the way up north in Newcastle mate, it's clearly not a localised issue if you're in London.

Unfortunately i'm unable to receive another service with speeds anywhere near what Virgin can offer (& believe me, i've checked) but if you have that option, personally i'd switch to another provider if they don't or can't resolve your problem.

Kind regards,

Rob