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mintyhall
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Broadband and TV down - 24 days and counting

I was wondering if someone could help me, as I am totally at my wits end with Virgin Media.

On the 11th of May 2019 at approximately 10pm, my Virgin TV & broadband services stopped working at exactly the same time. 12 hours later they started working again. On the 12th of May at 8pm they again stopped working again. I logged a call with your team on 0345 454 1111 and an engineer was booked for the following day. This engineer resolved nothing and this pattern repeated with 4 engineers visiting on consecutive days (and for the entire time a service that was for the majority of the time off) until the engineer that visited on the 16th of May logged it as a network issue. The network team confirmed it was a network issue and a ticket was raised. This ticket then took until the 31st of May (15 days) where I was informed the problem had been resolved and the ticket was closed.
 
The problem was that the problem has not been resolved and I have the same intermittent service that I have had for almost 4 weeks. I have phoned 0345 454 11111 and informed that the network issue has not been resolved, but because the ticket has been closed we are back to sending out engineers to my property and we are exactly back at square one. For all I know this could go indefinitely because I am stuck in the processes that Virgin Media has to deal with issues, rather than anyone be solution focused and taken ownership of this problem.
 
On top of this, I have raised multiple complaints and have so far been refunded £5.35 against a monthly bill of £99 for a service that has been down more than up. This, quite frankly, is an insult.
 
Anyone know how I can get someone to actually fix this issue? I have tried everything else from social media to e-mailing the CEO Tom Mockridge. For the more technically minded my networks logs are filled with this on an hourly basis
 
04/06/2019 19:03:1 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 19:03:5 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 19:04:34 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;
04/06/2019 19:26:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 19:35:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 19:35:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 19:35:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 19:35:22 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 19:54:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 19:54:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 19:59:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 19:59:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 20:17:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 20:17:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 20:17:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 20:17:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 20:17:38 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 20:29:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 20:29:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2019 20:29:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 
Can anyone help?
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Forum Team (Retired) Tom_S
Forum Team (Retired)
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Re: Broadband and TV down - 24 days and counting

Hi mintyhall,

 

I am sorry to hear about your experience with this and we'd like to get it resolved as soon as possible. I'm going to drop you a PM so we can discuss this further.

 

Thanks,

Tom_S

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