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Who do you get help from when Virgin have stopped answering phone calls?

hello.

My broadband has been dropping out sporadically for the last 5 weeks. As someone who works from home and NEEDS broadband to do so Im at my wits end. Its slowing me down and making my life really stressful to the extent Im losing sleep.

A technician has been out three times and its still not fixed. 

No one answers the text message service for faults.

And today I tried phoning Virgin and got an automated response saying that the call centre was closed.

Does anyone have any ideas as to what I can do now? I feel like Im screaming into an abyss and no one is listening.

I also know that Im still paying for this service despite it not offering what Im paying for?

Should I just leave Virgin and go elsewhere because this service is shocking?

Any advice appreciated

 

Philip

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Alessandro Volta
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Message 2 of 15
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Re: Who do you get help from when Virgin have stopped answering phone calls?

What's dropping? Wired or wireless connections?

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Message 3 of 15
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Re: Who do you get help from when Virgin have stopped answering phone calls?

Both. Ive tried both Wifi and Ethernet into the hub and both drop out.

Some days its ok. Some days its a few drops an hour. Some bad days its can be well over a dozen every hour, all day.

Theres no set pattern either which makes it really hard to do any planning around it.

Everything was fine working from home up till 5 weeks ago when it began.

When the signal is working its fine. 100mb download, more than enough for the 30mb I need for a remote desktop.

Thanks

Philip

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Alessandro Volta
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Message 4 of 15
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Re: Who do you get help from when Virgin have stopped answering phone calls?

What happens when the drops occur? Do the lights on the hub change?

Post the network, upstream and downstream logs from the hubs admin pages back here as text please.

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Message 5 of 15
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Re: Who do you get help from when Virgin have stopped answering phone calls?

The Hub remains a steady white light.

All looks fine. The technician said the hub was working fine

Ill post the logs now

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Re: Who do you get help from when Virgin have stopped answering phone calls?

Downstream bonded channels

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

1139000000-4.936256 qam1
2147000000-5.236256 qam2
3155000000-4.736256 qam3
4163000000-3.536256 qam4
5171000000-4.436256 qam5
6179000000-4.436256 qam6
7187000000-4.536256 qam7
8195000000-4.237256 qam8
9203000000-436256 qam9
10211000000-3.436256 qam10
11219000000-1.533256 qam11
12227000000-1.235256 qam12
13235000000-0.237256 qam13
14243000000-0.237256 qam14
15251000000037256 qam15
16259000000-0.737256 qam16
17267000000-1.237256 qam17
18275000000-2.237256 qam18
19283000000-2.537256 qam19
20291000000-1.737256 qam20
21299000000-0.737256 qam21
22307000000-0.537256 qam22
23315000000037256 qam23
24323000000138256 qam24



Downstream bonded channels

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

1Locked36.3104904864224
2Locked36.35521949109
3Locked36.612063947031
4Locked36.3124023178220
5Locked36.34110536471
6Locked36.33732787278679
7Locked36.6164325648097
8Locked37.31355333941
9Locked36.61037136062
10Locked36.6608735440
11Locked33.8177319131738
12Locked35.7506329547
13Locked37.6374935652
14Locked37.6175538273
15Locked37.3227435840
16Locked37.3143337188
17Locked37.6384437656
18Locked37.3416037988
19Locked37.3528937731
20Locked37.3296335114
21Locked37.3241431671
22Locked37.6127930903
23Locked37.6183631122
24Locked38.6343029251
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Message 7 of 15
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Re: Who do you get help from when Virgin have stopped answering phone calls?

Upstream bonded channels

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

1602999574.9512064 qam1
2394000064.95512064 qam4
3536996274.75512064 qam2
4462000594.65512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 8 of 15
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Re: Who do you get help from when Virgin have stopped answering phone calls?

Network Log

Time Priority Description

06/11/2020 12:01:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:49:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:49:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:39:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:39:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:27:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:27:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:08:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 11:08:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 10:40:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 10:40:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 10:33:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 10:33:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 10:19:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 10:19:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 10:09:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 10:09:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 09:56:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 09:56:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 09:50:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 9 of 15
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Re: Who do you get help from when Virgin have stopped answering phone calls?

When was the hub last rebooted? The pre and post RS errors on the downstream are a concern.

Power off the hub and take off and re-seat and tighten the coax cables at both ends, power on the hub then post the logs again in a hour or so's time.

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Re: Who do you get help from when Virgin have stopped answering phone calls?

Downstream bonded channels

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

1139000000-5.536256 qam1
2147000000-5.736256 qam2
3155000000-5.436256 qam3
4163000000-436256 qam4
5171000000-536256 qam5
6179000000-536256 qam6
7187000000-5.237256 qam7
8195000000-4.737256 qam8
9203000000-4.537256 qam9
10211000000-4.236256 qam10
11219000000-2.233256 qam11
12227000000-1.935256 qam12
13235000000-0.937256 qam13
14243000000-0.937256 qam14
15251000000-0.538256 qam15
16259000000-137256 qam16
17267000000-1.537256 qam17
18275000000-2.737256 qam18
19283000000-3.237256 qam19
20291000000-2.237256 qam20
21299000000-1.237256 qam21
22307000000-137256 qam22
23315000000-0.537256 qam23
243230000000.538256 qam24



Downstream bonded channels

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

1Locked36.3465025990
2Locked36.679316300
3Locked36.3100356235
4Locked36.6548935309
5Locked36.647924982
6Locked36.62726363199
7Locked37.35846220
8Locked37.36579
9Locked37.34566
10Locked36.62460
11Locked33.872760
12Locked35.52840
13Locked37.61560
14Locked37.6960
15Locked38.61130
16Locked37.6400
17Locked37.6280
18Locked37.6860
19Locked37.6490
20Locked37.6350
21Locked37.6170
22Locked37.6280
23Locked37.6170
24Locked38.6280
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