Network issues after engineer visit

[Aedrothica]

I had an engineer come out today. He changed all of my cables and connectors, as I did had some really bad readings. He fixed those and put an attenuator on the box at the front of my house as he said I was having too high of a signal coming through. He left about 15:40ish

I was told my downstream should read about 7's where before it was on 11/12's.

It was okay for about 30-40 mins and now it seems even worse than before. I am a gamer, I am unable to enjoy anything atm, I pay for a good connection and speed. This is honestly the worst service I have ever had. If everything is okay at my property what the hell is the cause of this? Can I get some help?
https://www.thinkbroadband.com/broadband/monitoring/quality/share/e18e4e2305216a9f9889895ab93d8ffb57... 

3.0 Downstream channels

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

1	378000000	6.2	42	QAM 256	31
2	138000000	8.3	41	QAM 256	1
3	146000000	7.9	41	QAM 256	2
4	154000000	7.9	41	QAM 256	3
5	162000000	7.9	41	QAM 256	4
6	170000000	7.7	41	QAM 256	5
7	178000000	7.7	41	QAM 256	6
8	186000000	7.7	41	QAM 256	7
9	194000000	7.9	41	QAM 256	8
10	202000000	8	42	QAM 256	9
11	210000000	8	42	QAM 256	10
12	218000000	7.9	42	QAM 256	11
13	226000000	7.7	42	QAM 256	12
14	234000000	7.6	42	QAM 256	13
15	242000000	7.3	42	QAM 256	14
16	250000000	7.1	42	QAM 256	15
17	258000000	7.1	42	QAM 256	16
18	266000000	7	42	QAM 256	17
19	274000000	7.1	42	QAM 256	18
20	282000000	7.1	42	QAM 256	19
21	290000000	7	42	QAM 256	20
22	298000000	7.1	42	QAM 256	21
23	306000000	7.2	42	QAM 256	22
24	314000000	7.2	42	QAM 256	23
25	322000000	7.3	42	QAM 256	24
26	330000000	7	42	QAM 256	25
27	338000000	6.7	42	QAM 256	26
28	346000000	6.5	42	QAM 256	27
29	354000000	6.4	42	QAM 256	28
30	362000000	6.2	42	QAM 256	29
31	370000000	6.3	42	QAM 256	30

3.0 Downstream channels

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

1	Locked	42	214683	139302
2	Locked	41	584284	827097
3	Locked	41	375221	724393
4	Locked	41	93299	128058
5	Locked	41	307230	353438
6	Locked	41	251180	319782
7	Locked	41	363116	311632
8	Locked	41	71686	101414
9	Locked	41	103041	133091
10	Locked	42	511979	389777
11	Locked	42	251927	227019
12	Locked	42	527229	351123
13	Locked	42	217864	180392
14	Locked	42	536701	323246
15	Locked	42	558696	325388
16	Locked	42	213293	191308
17	Locked	42	233514	232210
18	Locked	42	173109	235218
19	Locked	42	231068	180601
20	Locked	42	521276	309526
21	Locked	42	457077	246018
22	Locked	42	527395	248935
23	Locked	42	524425	247218
24	Locked	42	491095	261276
25	Locked	42	265138	213687
26	Locked	42	242973	233941
27	Locked	42	274830	222541
28	Locked	42	465772	280701
29	Locked	42	241364	236714
30	Locked	42	240414	222987
31	Locked	42	187887	175303

3.1 Downstream channels

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

159

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

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

159

Locked

43

6.2

554959

86937

3.0 Upstream channels

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

0	46200000	41	5120	QAM 64	1
1	39400000	40.5	5120	QAM 64	2
2	32600000	40	5120	QAM 64	3
3	53700000	41	5120	QAM 64	4

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

Network Log

Time Priority Description

24-11-2023 16:00:14	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;
24-11-2023 16:00:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:49:11	notice	REGISTRATION COMPLETE - Waiting for Operational status
24-11-2023 15:49:05	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;
24-11-2023 15:48:52	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:48:50	notice	Honoring MDD; IP provisioning mode = IPv4
24-11-2023 15:43:57	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:43:53	warning	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:43:53	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;
24-11-2023 15:43:33	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;
24-11-2023 15:43:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:43:13	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;
24-11-2023 15:43:13	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:42:54	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:42:53	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;
24-11-2023 15:42:15	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:42:15	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:42:12	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:40:34	notice	REGISTRATION COMPLETE - Waiting for Operational status
24-11-2023 15:40:28	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;
24-11-2023 15:40:15	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:40:13	notice	Honoring MDD; IP provisioning mode = IPv4
24-11-2023 15:40:01	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:40:00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:39:27	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:39:24	warning	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:38:33	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:38:27	warning	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:38:27	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;
24-11-2023 15:38:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-11-2023 15:38:21	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;
24-11-2023 15:38:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Kath_F]

Hi Aedrothica, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment 
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.

[Kath_F]

Hi Aedrothica, 

Thanks for sticking with me via private message. 

I can see the fault has cleared now and as you have rebooted your hub, this would have refreshed things. Keep us posted on how the connection is over the next day or so. 

If you continue to have any issues, post back here and we can look further into things with you. 

Many thanks,