connection issues

[wolvie]

Ok, so for at least the past day or 2, I have been having severe internet issues.  Speed tests have varied (when the speed test has managed to connect.

The numbers vary between 0.35 Mbps, 16 Mbps, 22 Mbps, 55 Mbps, 83 Mbps, 185 Mbps, 223 Mbps, and what i should be getting - 277 Mbps.

I contacted Virgin by phone, but really got zero info regarding the issue, except for call back in 24 hrs.  She mentioned there 'MIGHT' be maintenance occuring.  Well is there or isn't there!?

I also took a note of network log.  I was told not to post the MAC address, so this will be removed, but this is what was showing;

30/05/2023 20:24:19Warning!RCS Partial Service;CM-MAC=00:00:00:00:00;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:24:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:22:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:21:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:21:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:21:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:21:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:21:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/05/2023 20:20:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I also ran a diagnostic test on the hub.  The ethernet connection was good, but it tells me I have network issues with broadband and wifi (no s**t Sherlock).  One of the issues I have is nobody can tell me anything!  If Virgin turns round and says, yes, Engineers are working on an issue, or running maintenance and your net might be down for a day or 2, then at least I would know!

It is not my computers connection to the hub.  Could it be the hub?  not sure, nobody can tell me that.  Are engineers working on the line? not sure, nobody can tell me that.

Reading posts on the internet, and it seems a lot of folk have been having issues over past couple of weeks.  I am unable to do anything online, as i never know when this connection will go down, or speeds reduced.

Can anyone actually give me some info?  All I want is to know what is going on and WHEN it will be fixed!  paying for your services is not worth it if you don't give a service!   I mean I run a test from the website and it says there is nothing wrong their end, so there is something wrong between my hub and their end.

ARE THEY FIXING THE PROBLEM!!!?

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

If there is an ongoing area issue, VM will not send out technicians until it is resolved.  Just keep a record of all outages, phone calls etc. in case you need to use arbitration for compensation or to leave.  The BQM will keep a record, so get it set up soonest.

Once done we can comment.

[wolvie]

Well, today I thought the issue was fixed.  Granted it is nowhere near as bad as it was the previous couple of days.  At least the internet stayed on, I think.  It seemed to lag more at night.  Especially the last hr, so gaming was a no go.

I actually changed the booking of the Engineer, as it was ok earlier today.  However, I maybe need to try and get the Engineer out on Monday, if this internet doesn't get sorted.  As I said, it wasn't bad, but can't be doing with the lag I am getting.

 

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	-3.5	40	256 qam	25
2	251000000	-2.5	40	256 qam	15
3	259000000	-2.4	40	256 qam	16
4	267000000	-1.7	40	256 qam	17
5	275000000	-2.5	40	256 qam	18
6	283000000	-2.5	40	256 qam	19
7	291000000	-2.2	40	256 qam	20
8	299000000	-2.2	40	256 qam	21
9	307000000	-3	40	256 qam	22
10	315000000	-3	40	256 qam	23
11	323000000	-3.2	40	256 qam	24
12	339000000	-3.2	40	256 qam	26
13	347000000	-3.7	40	256 qam	27
14	355000000	-3.7	40	256 qam	28
15	363000000	-4.2	40	256 qam	29
16	371000000	-4.4	40	256 qam	30
17	379000000	-5	40	256 qam	31
18	387000000	-5	40	256 qam	32
19	395000000	-5.2	40	256 qam	33
20	403000000	-5.9	40	256 qam	34
21	411000000	-5.2	40	256 qam	35
22	419000000	-6	38	256 qam	36
23	427000000	-6.2	38	256 qam	37
24	435000000	-6	38	256 qam	38

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.9	2139485	1323368
2	Locked	40.3	2540415	2316257
3	Locked	40.3	2753767	2822429
4	Locked	40.9	2677775	1846828
5	Locked	40.9	2309053	1644598
6	Locked	40.9	2557406	2137481
7	Locked	40.9	2545654	1675426
8	Locked	40.9	2220134	1326879
9	Locked	40.9	2321464	1626339
10	Locked	40.3	2414793	1476954
11	Locked	40.3	2150526	1230617
12	Locked	40.3	2172615	1245587
13	Locked	40.3	1980679	1086139
14	Locked	40.9	1977378	1136354
15	Locked	40.9	1984697	1010276
16	Locked	40.9	1767158	880318
17	Locked	40.3	1858533	966631
18	Locked	40.3	1899187	871315
19	Locked	40.3	1582629	743520
20	Locked	40.3	1685839	850351
21	Locked	40.3	1801863	796246
22	Locked	38.9	1485076	652430
23	Locked	38.9	1484848	753097
24	Locked	38.9	1591185	715351

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	36600000	47	5120	64 qam	11
2	23600000	47.8	5120	64 qam	13
3	30100000	47.5	5120	64 qam	12
4	43100000	46.5	5120	64 qam	10
5	49600000	47	5120	64 qam	9

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	7	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	19	0
4	ATDMA	0	0	5	0
5	ATDMA	0	0	22	0

01/06/2023 01:27:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:27:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:27:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:27:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:26:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:26:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:21:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:21:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:21:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:21:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:20:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:20:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:14:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:14:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:14:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:14:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:12:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:12:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:10:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 01:09:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 00:50:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 00:50:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 00:47:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 00:47:47criticalSYNC Timing Synchronization failure **:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 00:16:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 00:07:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/06/2023 00:07:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 23:40:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 22:57:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 21:54:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 21:54:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 21:54:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 21:54:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 21:25:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 21:22:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 21:19:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 21:19:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 07:18:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/05/2023 07:18:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

So, any ideas?  Is it modem, or is someone working the line?  Weird how it seemed to have fixed itself for most of the day, then started again at night.  Especially last hr or so.

[wolvie]

Well, no reply on my issue, after posting the info requested, while I had further issues.

However, so far, last night and today, there has been no issues.  Mind you, I have not received any information regarding the issues, as it is obviously not an problem my end - if it was, the problem would be consistently happening.

My theory of maintenance happening on the line, is probably correct, but how nobody at Virgin knows anything about this, is rather concerning.  Surely a company should know EXACTLY where and when maintenance is being carried out!?

I still have an Engineer booked, as far as I know.  I will cancel this nearer the time, to make sure issues have been resolved.  I don't want to have to book an Engineer again, if the issue comes back.  Previously, when an problem occurred, and engineers finished their maintenance, the booked Engineer was automatically cancelled.

I just don't think anyone knows what the hell is going on - Or do they?

[Joseph_B]

Hey @wolvie,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear you have been having these issues, great to see it looks like your issues had been resolved in your latest post, have you had any further issues since you originally posted this?

Cheers. Joe

[wolvie]

So far, I have only lost connection once (prob due to maintenance AGAIN, restarting my hub).  Nothing like it was when I posted this.  However, something has happened to my Amazon Fire stick connection, since the problems started!  I am unable to get it connected to the internet - not sure if all the issues have screwed with my settings.

There is one other issue, that is bad.  I originally had an engineer booked due to the issue.  I am having to reschedule the engineer as I am unable to actually cancel the appointment (is that due to the £25 you charge people?).  I am unable to find the appointment from the web page, but can ONLY reschedule on the app.

I am not going to reschedule again on the app, so if an engineer does turn up, that is on Virgin.  I have tried to cancel, but cant see how to.  I have checked the forum and other people are unable to cancel - as there are NO options.

I rescheduled for 15th June 12-4pm.  I also read on the forums this can be cancelled from this forum.  Please cancel this engineer as, at this time, I no longer require the appointment.

[Gareth_L]

Hello wolvie.

Thanks for your post.

Sorry to hear about the firestick not connecting after the maintenance.

Have you treed a factory reset on the firestick?

Regarding the appointment, I cab get this cancelled for you.

If you don't mind, I will need to send you a private message to pass security. 
If you can check your envelope at the  top right of your screen that would be great. 
Regards     
Gareth_L