on 29-01-2023 12:56
Hello,
Since the 7th of December last year I have an issue where every night from about 20:30-23:00 my virgin connection experiences 10-20% packet loss. I have reported this since December and had one engineer replace the Hub 4 with a new Hub 4 and on Friday a Hub 5. Prior to this my connection was working fine when looking back at 6 months of BQM data.
Normally, I use modem mode with my own pFsense router, however to rule out my own equipment I have tested for multiple days on each hub change with only the virgin router, even with 0 devices connected the exact same problem persists. To note, while using the Pfsense router I can see that there is no high traffic usage and have tested this with 0 devices connected, I had also seen the issue, changed to only the virgin router in router mode and it persisted, albeit on a new public IPv4 address.
Now I am certain that there is an issue on the virgin side, however, even the engineers visiting had no mechanism to raise this problem with the virgin network and due to the limitations of OfCom as this is not 100% offline no reimbursements have been made.
There are a couple of exceptions to this behaviour, there are a handful of days where instead of stopping at 23:00 the issue continued until 23:00 the next day, this is also occurring right now. Some examples:
As a last-stitch effort to have this finally resolved I am making a post here in hopes that someone will actually look at the problem and move forward to resolve whatever issue is occurring on virgin's equipment/network.
Proof that the virgin tool recognizes the issue (I can repeat every single night during the problem):
Virgin router in router mode diagnostic test failing during the issue period (ignore wifi im using a wired connection..):
WinMTR over wired connection to cloudflare 1.1.1.1:
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 585 | 585 | 0 | 0 | 0 | 0 |
| 10.53.39.53 - 9 | 437 | 399 | 5 | 10 | 39 | 9 |
|sgyl-core-2b-xe-804-0.network.virginmedia.net - 9 | 441 | 404 | 7 | 11 | 63 | 10 |
| No response from host - 100 | 118 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 118 | 0 | 0 | 0 | 0 | 0 |
| tcma-ic-2-ae9-0.network.virginmedia.net - 8 | 453 | 419 | 13 | 16 | 37 | 13 |
| 162.158.32.254 - 9 | 441 | 404 | 13 | 20 | 53 | 15 |
| 162.158.32.9 - 9 | 446 | 410 | 13 | 17 | 49 | 15 |
| one.one.one.one - 8 | 453 | 419 | 13 | 17 | 46 | 15 |
|________________________________________________|______|______|______|______|______|______|
on 29-01-2023 12:57
All diagnostics while in router mode:
Cable Modem Status | ||
Item | Status | Comments |
Acquired Downstream Channel(Hz) | 163000000 | Locked |
Ranged Upstream Channel(Hz) | 46200000 | Ranged |
Results | ||||
Success count | Failure count | Average response time (ms) | Minimum response time (ms) | Maximum response time (ms) |
90 | 10 | 16.075 | 12.996 | 30.218 |
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 163000000 | 6.4 | 40 | QAM 256 | 4 |
2 | 139000000 | 5.6 | 40 | QAM 256 | 1 |
3 | 147000000 | 5.8 | 40 | QAM 256 | 2 |
4 | 155000000 | 6.1 | 40 | QAM 256 | 3 |
5 | 171000000 | 6.3 | 40 | QAM 256 | 5 |
6 | 179000000 | 6.2 | 41 | QAM 256 | 6 |
7 | 187000000 | 6.1 | 41 | QAM 256 | 7 |
8 | 195000000 | 6.7 | 41 | QAM 256 | 8 |
9 | 203000000 | 6.9 | 41 | QAM 256 | 9 |
10 | 211000000 | 7 | 41 | QAM 256 | 10 |
11 | 219000000 | 6.6 | 41 | QAM 256 | 11 |
12 | 227000000 | 6.2 | 41 | QAM 256 | 12 |
13 | 235000000 | 6.1 | 41 | QAM 256 | 13 |
14 | 243000000 | 6.1 | 41 | QAM 256 | 14 |
15 | 251000000 | 5.9 | 41 | QAM 256 | 15 |
16 | 259000000 | 5.5 | 40 | QAM 256 | 16 |
17 | 267000000 | 5.1 | 40 | QAM 256 | 17 |
18 | 275000000 | 4.7 | 40 | QAM 256 | 18 |
19 | 283000000 | 4.5 | 40 | QAM 256 | 19 |
20 | 291000000 | 4.5 | 40 | QAM 256 | 20 |
21 | 299000000 | 4.5 | 40 | QAM 256 | 21 |
22 | 307000000 | 4.4 | 40 | QAM 256 | 22 |
23 | 315000000 | 4.3 | 40 | QAM 256 | 23 |
24 | 323000000 | 4.1 | 40 | QAM 256 | 24 |
25 | 331000000 | 3.9 | 40 | QAM 256 | 25 |
26 | 339000000 | 4.1 | 40 | QAM 256 | 26 |
27 | 347000000 | 4.5 | 40 | QAM 256 | 27 |
28 | 355000000 | 4.7 | 40 | QAM 256 | 28 |
29 | 363000000 | 4.6 | 40 | QAM 256 | 29 |
30 | 371000000 | 4.2 | 40 | QAM 256 | 30 |
31 | 379000000 | 4.3 | 40 | QAM 256 | 31 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40 | 0 | 0 |
2 | Locked | 40 | 0 | 0 |
3 | Locked | 40 | 0 | 0 |
4 | Locked | 40 | 0 | 0 |
5 | Locked | 40 | 0 | 0 |
6 | Locked | 41 | 0 | 0 |
7 | Locked | 41 | 0 | 0 |
8 | Locked | 41 | 0 | 0 |
9 | Locked | 41 | 0 | 0 |
10 | Locked | 41 | 0 | 0 |
11 | Locked | 41 | 0 | 0 |
12 | Locked | 41 | 0 | 0 |
13 | Locked | 41 | 0 | 0 |
14 | Locked | 41 | 0 | 0 |
15 | Locked | 41 | 0 | 0 |
16 | Locked | 40 | 0 | 0 |
17 | Locked | 40 | 0 | 0 |
18 | Locked | 40 | 0 | 0 |
19 | Locked | 40 | 0 | 0 |
20 | Locked | 40 | 0 | 0 |
21 | Locked | 40 | 0 | 0 |
22 | Locked | 40 | 0 | 0 |
23 | Locked | 40 | 0 | 0 |
24 | Locked | 40 | 0 | 0 |
25 | Locked | 40 | 0 | 0 |
26 | Locked | 40 | 0 | 0 |
27 | Locked | 40 | 0 | 0 |
28 | Locked | 40 | 0 | 0 |
29 | Locked | 40 | 0 | 0 |
30 | Locked | 40 | 0 | 0 |
31 | Locked | 40 | 0 | 0 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
0 | 46200000 | 35.3 | 5120 | QAM 64 | 11 |
1 | 39400000 | 35 | 5120 | QAM 64 | 12 |
2 | 32600000 | 34.8 | 5120 | QAM 64 | 13 |
3 | 23600000 | 34.8 | 5120 | QAM 64 | 14 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
0 | ATDMA | 0 | 1 | 0 | 0 |
1 | ATDMA | 0 | 1 | 0 | 0 |
2 | ATDMA | 0 | 1 | 0 | 0 |
3 | ATDMA | 0 | 1 | 4 | 0 |
Network Log
Time | Priority | Description |
28-01-2023 23:24:25 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 23:22:01 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 23:21:59 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 23:21:59 | 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; |
28-01-2023 23:14:46 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 23:10:56 | warning | TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 23:10:56 | critical | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 23:10:56 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
28-01-2023 23:10:46 | 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; |
28-01-2023 23:10:46 | 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; |
28-01-2023 23:10:46 | warning | Dynamic Range Window violation |
28-01-2023 23:10:40 | 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; |
28-01-2023 23:10:28 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 23:10:26 | notice | Honoring MDD; IP provisioning mode = IPv4 |
28-01-2023 23:10:16 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 23:10:04 | critical | Cable Modem Reboot via RG reboot command |
28-01-2023 21:52:51 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 11:57:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 11:45:54 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
28-01-2023 11:45:37 | critical | Cable Modem Reboot via RG reboot command |
27-01-2023 16:50:21 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-01-2023 16:39:31 | critical | DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-01-2023 16:39:16 | critical | DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-01-2023 16:39:15 | critical | DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-01-2023 16:39:08 | critical | DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-01-2023 16:39:07 | critical | DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-01-2023 16:39:04 | critical | DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-01-2023 16:38:55 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-01-2023 16:38:46 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-01-2023 16:38:42 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
27-01-2023 16:38:29 | critical | Cable Modem Reboot due to SW Upgrade |
on 29-01-2023 15:32
Just to note, the above logs show everything from the day the Hub5 was installed 4-5pm 27th.
on 29-01-2023 15:47
on 29-01-2023 15:56
Hey, it states "It looks there aren't any issues affecting your area.." I can't recall if this service ever stated a problem in the past when i did call.
Hopefully a virgin rep sees this post since 3 engineers stated the line is fine and essentially done nothing, I very much suspect they arent checking during the problem period after 20:30...
on 31-01-2023 16:48
on 31-01-2023 18:19
Hi Lewis2827,
Thank you for your post and welcome to the community.
I'm very sorry to hear about the issue with your broadband issue.
I am happy to take a look into this for you.
I will private message you now to confirm your details.
^Martin
on 10-02-2023 21:39
I am in pretty much same space as you, constantly dropping out connection. Network logs flooding with "SYNC Timing Synchronization failure - Loss of Sync". Is your issue resolved as still waiting on response from them? I have also posted to make them aware of my internet issue.
on 13-02-2023 09:14
Hey Suraj_Gurung,
Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into your issues and can see that there is a fault in your area that has been logged under reference F010473215 and the estimated fix time and date for this is 9am tomorrow (14th February).
Kind Regards,
Steven_L