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intermittent outages

sodibo8
Joining in

Hi

For several weeks I have had short, but frequent, broadband outages. There are several other Virgin customers in my street who are also seeing the same issues and we have all been contacting Virgin regularly. Since early June we have all been told that there is a known 'outage' issue and that maintenance work is ongoing. Completion dates for this work have come and gone and the current one I was given is 30th Jun but the call centre staff have no further info re what is happening and even then I don't know if the issue they are working on relates to mine.

2 of my neighbours have had visits from engineers but they have achieved nothing and one just said for us to continue logging the issue as often as possible and Virgin might react!

Typically I get about 40-50 outages per day and they usually last from a few seconds to a max of just over a minute.

Here is current bqm graph - the outage you can see from 11pm last night to 6am was the first for some time that needed a modem reboot to fix.

sodibo8_1-1687466101678.png



 

 

 

 

 

12 REPLIES 12

sodibo8
Joining in

ps I'm in area 03 SW London

sodibo8
Joining in

Downstream bonded channels

 

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID

1

203000000

4.3

38

256 qam

9

2

211000000

4.3

38

256 qam

10

3

219000000

4.3

38

256 qam

11

4

227000000

4.4

38

256 qam

12

5

235000000

4.5

38

256 qam

13

6

243000000

4.5

38

256 qam

14

7

251000000

4.4

38

256 qam

15

8

259000000

4.4

38

256 qam

16

9

267000000

4.6

38

256 qam

17

10

275000000

4.8

38

256 qam

18

11

283000000

5

40

256 qam

19

12

291000000

5

38

256 qam

20

13

299000000

5.1

38

256 qam

21

14

307000000

5.1

38

256 qam

22

15

315000000

5.3

40

256 qam

23

16

323000000

5.5

40

256 qam

24

17

331000000

5.6

40

256 qam

25

18

339000000

5.6

40

256 qam

26

19

347000000

5.6

40

256 qam

27

20

355000000

5.5

38

256 qam

28

21

363000000

5.4

40

256 qam

29

22

371000000

5.3

38

256 qam

30

23

379000000

5.1

38

256 qam

31

24

387000000

5.5

38

256 qam

32



sodibo8
Joining in

Downstream bonded channels

 

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors

1

Locked

38.9

4978

54738

2

Locked

38.9

8074

61041

3

Locked

38.9

4090

75790

4

Locked

38.9

2813

49915

5

Locked

38.6

3065

50962

6

Locked

38.9

3717

75061

7

Locked

38.9

3998

64071

8

Locked

38.9

3710

47738

9

Locked

38.9

3397

66606

10

Locked

38.9

2147

71216

11

Locked

40.3

2075

59179

12

Locked

38.9

6432

51045

13

Locked

38.9

12559

61101

14

Locked

38.9

9950

62584

15

Locked

40.3

9463

52751

16

Locked

40.3

5737

80454

17

Locked

40.3

9367

50560

18

Locked

40.3

9756

64976

19

Locked

40.3

7178

49411

20

Locked

38.9

5596

64212

21

Locked

40.3

5293

64928

22

Locked

38.9

5538

72036

23

Locked

38.9

10848

65409

24

Locked

38.9

13697

66044



sodibo8
Joining in

Upstream bonded channels

 

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID

1

43099717

40.5

5120

16 qam

2

2

49599816

40.8

5120

16 qam

1

3

30100293

40.3

5120

16 qam

4

4

23600727

40.5

5120

16 qam

5

5

36599915

40.5

5120

16 qam

3



Upstream bonded channels

 

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

5

ATDMA

0

0

0

0



sodibo8
Joining in

Network Log

 

TimePriorityDescription

22/06/2023 21:02:12

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 21:02:11

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 21:02:11

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 21:01:20

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 21:01:18

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 21:01:18

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 21:01:18

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 21:01:17

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:56:0

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:52:42

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:52:41

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:52:41

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:52:41

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:51:2

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:51:1

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:51:1

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:51:1

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:42:0

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:42:0

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/06/2023 20:42:0

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks for your post on our Community Forums @sodibo8, and a very warm welcome to you!

Sorry to hear of of the issues you've been experiencing on the connection.

Can you please confirm if you've checked our Service Status Checker or called our Service Status Line 0800 561 0061 for an update on any outages we may be experiencing in your local area?

Kindest regards,

David_Bn

jpeg1
Alessandro Volta

You have a very poor connection.  Too much noise on the downstream, and the upstream not connecting at the correct modulation levels. 

This will need a technician visit to correct it. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Thanks, yes I have now found out today from support team and confirmed via status line you supplied above that there is an issue in this area that they've been working on for a couple of weeks with resolution expected by 30/6/2023. Hopefully this is the issue affecting me.

Thanks

Ryan_N
Forum Team (Retired)
Forum Team (Retired)

Thank you for updating the thread with the information provided. Please keep us posted on how this goes after the ETA provided - we would be more than happy to take a further look for you if this issues persists. 

 

Cheers,

Ryan.