Terrible/No Service 3+ Months

[NickS99]

Terrible service for the past 3 months - no solution in sight.

We rely on the internet for our income, when will this be taken seriously? The service drops multiple times a day and we've had three periods of 3+ days with no service at all since I started recording (November 8).

Spent 1.5 hours on the phone yesterday and was told we'd have an engineer out here before 12 today, no one has shown. Had our Hub 3.0 replaced a few weeks ago, no difference.

We're paying through the teeth for your garbage service because there are no other providers in the area, very convenient that.

[jbrennand]

I assume you are a residential package - which has no SLA for issues. If you rely on connection for your income you should switch to a "Business" package - which does have some guarantees for "fixes"

That said, lets have a look at the connection data to see if we can spot what the actual issue is - so can you do this - n.b. the BQM will be particularly informative to us for your issue...
_______________________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login [there should be no need to login if you have done so before unless you have the New Hub4 when you do] just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[NickS99]

Hi John,

Thanks for getting back to me, I've set up Broadband Quality Monitor Share Link 

See the logs below as requested:

Let me know if there is anything else I can provide, I've been on the phone to Virgin and they're adamant there is nothing wrong with my connection

Downstream bonded channels

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

1	203000000	1.9	38	256 qam	9
2	211000000	2.2	38	256 qam	10
3	219000000	2.5	37	256 qam	11
4	227000000	2.5	38	256 qam	12
5	235000000	2.7	38	256 qam	13
6	243000000	2.5	38	256 qam	14
7	251000000	2.4	38	256 qam	15
8	259000000	3	38	256 qam	16
9	267000000	3.2	38	256 qam	17
10	275000000	3.5	38	256 qam	18
11	283000000	3.9	38	256 qam	19
12	291000000	3.5	38	256 qam	20
13	299000000	4.5	38	256 qam	21
14	307000000	5	38	256 qam	22
15	315000000	5.4	38	256 qam	23
16	323000000	6.1	38	256 qam	24
17	331000000	6.4	38	256 qam	25
18	339000000	5.6	38	256 qam	26
19	347000000	5.5	38	256 qam	27
20	355000000	5.4	38	256 qam	28
21	363000000	4.8	38	256 qam	29
22	371000000	5.3	38	256 qam	30
23	379000000	5.5	38	256 qam	31
24	387000000	4.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	4079	13171
2	Locked	38.9	3994	13985
3	Locked	37.6	3716	13900
4	Locked	38.9	3349	13871
5	Locked	38.6	2975	14488
6	Locked	38.9	3703	14298
7	Locked	38.9	4325	14455
8	Locked	38.9	3798	12664
9	Locked	38.6	3623	11037
10	Locked	38.9	3020	9762
11	Locked	38.6	3285	10103
12	Locked	38.6	3925	9127
13	Locked	38.9	3388	7194
14	Locked	38.9	2825	5850
15	Locked	38.6	2147	4766
16	Locked	38.9	1304	4376
17	Locked	38.9	1099	4664
18	Locked	38.6	1148	5261
19	Locked	38.9	1653	4958
20	Locked	38.6	2138	5251
21	Locked	38.9	2653	4761
22	Locked	38.6	1993	3750
23	Locked	38.9	1470	3398
24	Locked	38.6	1119	3000

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

1	46200111	54	5120	64 qam	7
2	39400071	54	5120	64 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	11	0

[NickS99]

Network Log

Time Priority Description

03/02/2022 17:58:8	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 13:21:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 12:28:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 11:55:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 11:23:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 10:59:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 10:59:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 10:55:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 10:55:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 07:20:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 07:20:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 07:20:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 06:25:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 03:09:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 03:09:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 03:05:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 03:05:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 01:47:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 01:47:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 00:59:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Akua_A]

Hi @NickS99,

Welcome to our community forums and thank you for your first posts.

Sorry to hear you have been having issues with your service. We can understand the frustration caused and we want to best help resolve this for you.

I have been able to access your details using our system and I can see you may be having issues with your hub power levels. In this case, I have sent you a private message so we can book a tech visit for you. Please lookout for the purple envelope and provide a response when you can.

Thanks,

[NickS99]

Hi @Akua_A

I've just had to power off and on the Hub 3.0 as I had all packets drop and it was flashing the phone icon in red. (It's a bit of a lottery regarding what icons show when it fails, sometimes the internet icon, sometimes the phone and occasionally both!)

Could me rebooting the Hub 3.0 frequently be the power level issues you're detecting? (Saying that, this is the first time I've had to reboot it today and it's the afternoon so that's an improvement.)

We had this Hub 3.0 replaced a month ago or so and it made zero difference to the problems we're having but I'll contact you back about another tech visit.

Cheers,

[Kath_F]

Hi NickS99, 

Thanks for coming back to us on this. 

Rebooting the Hub wouldn't change the power levels. This will be something that is being received by the Hub from the cabinet. 

I can see you have arranged the engineer visit with Akua. Please pop back and let us know how it goes. 

Take care,