No internet - phone support not very helpful

[MartiF]

Hi all,

Not sure where to go from here. A couple of weeks ago I returned from holiday to find that my internet wasn't working. I booked an engineer visit and he came a few days later on Saturday 7 August. He changed the hub for another one and changed the connector on the cable coming in from outside, but said that there's a problem with the cable outside of the flat, and will talk to his manager to book somebody in to come and look at that. After he left the internet was working fine so I hoped and assumed the problem was solved. However from Wednesday evening I noticed that it wasn't working again.

I hadn't had a chance to call and speak to anybody because I was in the office the last couple of days. This morning I called and spoke to the call centre and they said they'll do something to fix it and told me to reset my hub after half an hour. Of course I've done this and nothing has changed.

How can I follow up on the fact that the outside cable needs looking at and sorting as my internet access is very temperamental and causes me problems when trying to work from home?

Many thanks.

[sophist]

you can get some support from the VM staff at the forums here (and will likely be better off for it...) but in order to do that you're going to need to provide some more information - can you browse to your hub on  http://192.168.0.1 - don't log in, click Router Status - copy/paste the tables from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one.

It's probably also worth setting up a BQM - once set up, find the Live Graph and click "Create Sharing Link" - post that back here.

[MartiF]

Hi Sophist, thank you for your reply. I've attached what you've asked. First the downstream data:

Refresh data

Downstream bonded channels

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

1             355000000         -16.5      33           256 qam               28

2             203000000         -12.2      36           256 qam               9

3             211000000         -12.2      36           256 qam               10

4             219000000         -13.2      34           256 qam               11

5             227000000         -13         33           256 qam               12

6             235000000         -13.5      35           256 qam               13

7             243000000         -13.5      35           256 qam               14

8             251000000         -14         35           256 qam               15

9             259000000         -14         35           256 qam               16

10           267000000         -14.5      35           256 qam               17

11           275000000         -15         34           256 qam               18

12           283000000         -14.8      35           256 qam               19

13           291000000         -15         34           256 qam               20

14           299000000         -15.2      34           256 qam               21

15           307000000         -14.9      34           256 qam               22

16           315000000         -14.8      34           256 qam               23

17           323000000         -15.7      34           256 qam               24

18           331000000         -15.7      34           256 qam               25

19           339000000         -15.9      33           256 qam               26

20           347000000         -15.9      34           256 qam               27

21           363000000         -16.4      33           256 qam               29

22           371000000         -16.7      33           256 qam               30

23           379000000         -16.7      33           256 qam               31

24           387000000         -16.7      33           256 qam               32

Downstream bonded channels

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

1             Locked  33.8       283658 662920

2             Locked  36.3       211305 689861

3             Locked  36.3       210223 716084

4             Locked  34.4       225422 737623

5             Locked  33.4       396193 716427

6             Locked  35.5       211578 692403

7             Locked  35.7       211413 697210

8             Locked  35.7       211671 695382

9             Locked  35.5       210994 932411

10           Locked  35           228724 1862382

11           Locked  34.9       223868 1619628

12           Locked  35           211583 754227

13           Locked  34.4       216008 714501

14           Locked  34           235029 732397

15           Locked  34.4       215905 724302

16           Locked  34.4       216117 731244

17           Locked  34.3       223471 741341

18           Locked  34.3       231865 730632

19           Locked  33.8       299756 718411

20           Locked  34.4       229705 714350

21           Locked  33.9       244759 707089

22           Locked  33.4       349263 1155361

23           Locked  33.4       360058 1388858

24           Locked  33.8       279002 979388

The Upstream:

[MartiF]

The Network Log:

NETWORK LOG

20/08/2021 15:19:30     Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:19:30     critical  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:19:24     Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:19:1        critical  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:18:36     Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:18:36     critical  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:18:12     Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:18:12     critical  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:17:48     Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:17:48     critical  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:17:24     Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:17:24     critical  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:17:1        Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:17:1        critical  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:16:36     Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:16:36     critical  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:16:15     Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:16:15     critical  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:15:48     Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2021 15:15:48     critical  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[sophist]

Donstream power levels are way too low - this will require an engineer - sit tight and VM should be along to this post within a day or two.

[Travis_M]

Hi @MartiF

Thanks for posting on our community forum!

I'm going to private message you now to investigate further, please keep an eye on your inbox.

Regards

[MartiF]

Hi,

Just following up on this. The same engineer came this morning but said there's nothing he could do as it's a problem with the cable outside the flat. The earliest appointment I have for that is 1 October which is over a month away.

What am I supposed to do until then with no internet? Will I credited for not having any internet for over 6 weeks?

[MartiF]

Is there an option for Virgin to send me a 4G device so I can have internet whilst this problem is unresolved?

[Laurie_C]

Hi MartiF,

Thanks for getting back in touch. I am really sorry that you're having this ongoing issue with your connection, I can completely understand your frustration. I'm going to send an email to the Field Manager in your area to see if it is possible to move this appointment forwards. I'll be in touch as soon as I have an update for you.

Kind regards,
Laurie

[MartiF]

Hi,

Can somebody please help in following this up? My engineer date was 01 October to come and have a look at the cable outside. I'm not sure if anybody turned up, nobody contacted me and I'm still having issues.