Virgin Media Community

[hawkinsfamily24]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9e801e42e3bf048f40f09903d42970e66a45bdc-18-01-2021

The big red line at 10am  is when the engineer was here and he replaced all the cables and a new box on the wall with a splitter  He told me that if I still had a problem to get back in touch with him and he would talk to his manager. The second red line in the  afternoon is when I spent 2 and a half hours on the phone trying to get it sorted and get back in touch with the engineer. Got passed around several departments and she made me do all the resets that we have done before including a pinhole reset.. We have had 2 drops this afternoon since the pinhole reset. We get packet drops at exactly the same time as 1 of our neighbours so don't believe it is our equipment in our home but something is happening between the junction box in the road and our hubs.

We have had 3 different engineers out in the last week. This problem has been going on since December. I put a written complaint in on 17th December and have an acknowledgement and am still waiting for a response. Am looking at referring this matter to OFCOM as no one is listening to us and sorting it out.

[gary_dexter]

---

@hawkinsfamily24 wrote:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9e801e42e3bf048f40f09903d42970e66a45bdc-18-01-2021

The big red line at 10am  is when the engineer was here and he replaced all the cables and a new box on the wall with a splitter  He told me that if I still had a problem to get back in touch with him and he would talk to his manager. The second red line in the  afternoon is when I spent 2 and a half hours on the phone trying to get it sorted and get back in touch with the engineer. Got passed around several departments and she made me do all the resets that we have done before including a pinhole reset.. We have had 2 drops this afternoon since the pinhole reset. We get packet drops at exactly the same time as 1 of our neighbours so don't believe it is our equipment in our home but something is happening between the junction box in the road and our hubs.

We have had 3 different engineers out in the last week. This problem has been going on since December. I put a written complaint in on 17th December and have an acknowledgement and am still waiting for a response. Am looking at referring this matter to OFCOM as no one is listening to us and sorting it out.

---

VM have 8 weeks to respond to complaints before you can go to the relevant complaints body, which isn't OFCOM.

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

[hawkinsfamily24]

How do I get that info from my hub please. Their complaint policy says 28 days to respond. Will follow the links on their info thanks

[gary_dexter]

Go to 192.168.0.1 in a browser and click Router Status below the login box.

All the tabs needed are in there.

And no, it's 8 weeks on their Complaints Code of Practice.

[hawkinsfamily24]

There isn't a router status option available. Is it under a different section? Sorry. Bit of a novice here

[hawkinsfamily24]

scrap that. Just found it

[hawkinsfamily24]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	138750000	4.3	35	256 qam	1
2	146750000	4.1	35	256 qam	2
3	154750000	4	35	256 qam	3
4	162750000	4.1	35	256 qam	4
5	170750000	3.9	35	256 qam	5
6	178750000	3.7	35	256 qam	6
7	186750000	3.7	35	256 qam	7
8	194750000	3.5	36	256 qam	8
9	202750000	3.5	36	256 qam	9
10	210750000	3.2	35	256 qam	10
11	218750000	3.2	36	256 qam	11
12	226750000	3	35	256 qam	12
13	234750000	3	36	256 qam	13
14	242750000	2.7	36	256 qam	14
15	250750000	2.2	36	256 qam	15
16	258750000	2	36	256 qam	16
17	266750000	1.9	36	256 qam	17
18	274750000	2	36	256 qam	18
19	282750000	2.5	36	256 qam	19
20	290750000	2.7	36	256 qam	20
21	298750000	3.2	36	256 qam	21
22	306750000	3	36	256 qam	22
23	314750000	3	36	256 qam	23
24	322750000	3	36	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	35.7	281	568
2	Locked	35.5	283	811
3	Locked	35.5	294	886
4	Locked	35.7	269	971
5	Locked	35.7	237	939
6	Locked	35.7	214	944
7	Locked	35.7	233	920
8	Locked	36.3	200	948
9	Locked	36.3	199	949
10	Locked	35.7	185	857
11	Locked	36.3	191	945
12	Locked	35.7	175	924
13	Locked	36.3	182	930
14	Locked	36.3	175	907
15	Locked	36.3	179	938
16	Locked	36.3	186	949
17	Locked	36.3	170	954
18	Locked	36.3	169	777
19	Locked	36.3	170	848
20	Locked	36.6	147	849
21	Locked	36.3	154	966
22	Locked	36.6	143	1008
23	Locked	36.3	135	939
24	Locked	36.6	154	857

[hawkinsfamily24]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	43.8	5120	64 qam	2
2	46200000	44.5	5120	64 qam	1
3	32600000	43	5120	64 qam	3
4	25799956	42.3	5120	32 qam	4

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 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

Network Log

Time	Priority	Description
18/01/2021 17:44:43	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 17:42:56	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 17:02:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 17:02:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 16:30:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 16:30:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 15:54:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 15:54:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:38:0	notice	SW download Successful - Via Config file
18/01/2021 14:35:10	notice	SW Download INIT - Via Config file
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 14:28:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 13:28:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 12:34:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 12:34:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:02:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:02:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:02:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 10:30:21	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 10:27:42	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[hawkinsfamily24]

i Gary I have posted the details as requested. Below is last night and this morning's log

Time	Priority	Description
19/01/2021 09:09:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 09:09:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 09:01:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 09:01:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 08:41:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 08:41:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 07:30:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 07:30:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 23:45:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 23:45:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 23:44:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Danno90]

I am said neighbour (few doors up). As stated in the original post, our connections drop at the same time so I don't understand why we keep going round in circles being told to do pinhole resets, nor why when engineers are sent they only focus inside the property not outside of the property or why we've been given replacement hubs when they are clearly not the issue. Why is it so hard to get someone from the networks team to investigate/acknowledge the issue?

Here's my BQM and you can see the drops match the original post BQM for the 18th Jan (barring their resets):

https://www.thinkbroadband.com/broadband/monitoring/quality/share/916b644eb70730c7f2f5f98f28a87b4539...

We get the RCS partial service and SYNC errors on our hub network logs at the same time (barring a few seconds). I have seen other users in this forum give advice on other similar posts and state it could be a noise issue which the network team would need to look at, could also be interference from somewhere? Is there anyway someone can flag this for staff to raise a ticket to the network team to investigate? There is no point sending engineers to our homes as it’s nothing to do with our own equipment, the BQM’s prove that, and it's a waste of time and resources. This has been occurring since 9th December and after countless phone calls we're just repeating ourselves over and over. We received an email on 21st December from Virgin to say network upgrades had been finished in our area, who's to say something as part of that job has caused the issues? (the upgrades could have started on 9th Dec which is only a week and a bit before the 21st and we had no issues prior!).