on 12-07-2021 12:02
Hi all,
Last week Virgin had a Broadband 'incident' in my area, which was supposedly resolved within a few hours.
Ever since then my broadband has been totally unreliable, which is impacting my ability to work from home. The network will drop out for short periods frequently throughout the day, which is most noticable when on a video or voice Teams call, or streaming video.
Checking the router, it definitely looks like something is amiss, however if I 'check my service' on the online checker, it says everything is fine.
What should I do?
Network Log
12/07/2021 10:50:22 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 10:36:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 10:29:47 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 10:23:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 09:41:3 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 09:00:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 08:33:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 08:31:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 08:01:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 08:00:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 07:55:52 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 07:23:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 05:50:55 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | -1 | 38 | 256 qam | 1 |
2 | 147000000 | -1.2 | 38 | 256 qam | 2 |
3 | 155000000 | -1 | 38 | 256 qam | 3 |
4 | 163000000 | -1 | 38 | 256 qam | 4 |
5 | 171000000 | -1 | 38 | 256 qam | 5 |
6 | 179000000 | -1.2 | 38 | 256 qam | 6 |
7 | 187000000 | -1.2 | 38 | 256 qam | 7 |
8 | 195000000 | -1.5 | 40 | 256 qam | 8 |
9 | 203000000 | -1.7 | 38 | 256 qam | 9 |
10 | 211000000 | -1.7 | 38 | 256 qam | 10 |
11 | 219000000 | -2 | 38 | 256 qam | 11 |
12 | 227000000 | -2 | 38 | 256 qam | 12 |
13 | 235000000 | -2.4 | 38 | 256 qam | 13 |
14 | 243000000 | -2.7 | 38 | 256 qam | 14 |
15 | 251000000 | -2.7 | 38 | 256 qam | 15 |
16 | 259000000 | -2.7 | 38 | 256 qam | 16 |
17 | 267000000 | -2.4 | 39 | 256 qam | 17 |
18 | 275000000 | -2.4 | 38 | 256 qam | 18 |
19 | 283000000 | -2.4 | 40 | 256 qam | 19 |
20 | 291000000 | -2.4 | 38 | 256 qam | 20 |
21 | 299000000 | -2 | 38 | 256 qam | 21 |
22 | 307000000 | -2.2 | 38 | 256 qam | 22 |
23 | 315000000 | -2.4 | 38 | 256 qam | 23 |
24 | 323000000 | -2.7 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 4698517 | 3151720 |
2 | Locked | 38.6 | 1487783 | 120240 |
3 | Locked | 38.9 | 978217 | 44666 |
4 | Locked | 38.9 | 1164682 | 190966 |
5 | Locked | 38.9 | 613338 | 47353 |
6 | Locked | 38.9 | 218335 | 49477 |
7 | Locked | 38.9 | 463344 | 44390 |
8 | Locked | 40.3 | 880206 | 131899 |
9 | Locked | 38.9 | 679306 | 55124 |
10 | Locked | 38.9 | 85642 | 4454 |
11 | Locked | 38.9 | 54373 | 2874 |
12 | Locked | 38.9 | 494171 | 34173 |
13 | Locked | 38.9 | 464434 | 31596 |
14 | Locked | 38.9 | 20318 | 212 |
15 | Locked | 38.9 | 15479 | 157 |
16 | Locked | 38.9 | 26461 | 280 |
17 | Locked | 39.3 | 13967 | 130 |
18 | Locked | 38.9 | 28549 | 146 |
19 | Locked | 40.3 | 12593 | 118 |
20 | Locked | 38.9 | 13550 | 129 |
21 | Locked | 38.6 | 7742 | 57 |
22 | Locked | 38.9 | 6955 | 31 |
23 | Locked | 38.9 | 10087 | 53 |
24 | Locked | 38.9 | 14246 | 53 |
on 12-07-2021 12:20
on 12-07-2021 12:48
Last night at around 7pm. So it's been up about 18 hours.
on 12-07-2021 12:51
on 12-07-2021 13:01
Thanks. I called the faults line and I was pleasantly surpised to find that I was able to get an engineer booked without any fuss! Much better than my last experience!
on 12-07-2021 13:02
on 14-07-2021 12:23
Hi seb101,
Thank you for coming back to us and for the update, how did the technician visit go, are you still facing
dropouts or has this now been resolved?
Regards
Paul.
on 20-07-2021 10:26
Happy to report it has been fixed. The engineer attended and discovered it was a repeat of a problem I had a couple of years ago where an external junction box on the house had become filled with water and corroded the connector.
He put a gel pack on it to try and stop it happening again.
Looks like the timing was just a coincidence with the network fault, it’s been very wet recently!
on 20-07-2021 10:34
Hey seb101
That's great news to hear
Thanks for the update
Gareth_L