Virgin Media Community

[lewis2827]

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 |
|________________________________________________|______|______|______|______|______|______|

[lewis2827]

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

[lewis2827]

Just to note, the above logs show everything from the day the Hub5 was installed 4-5pm 27th.

[jbrennand]

What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date faults info. and also tells you of more local issues down to street cab/ postcode level.

[lewis2827]

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...

[lewis2827]

bump

[Martin_N]

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

[Suraj_Gurung]

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.

[Steven_L]

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