Virgin Media Community

[boomish]

I called on Thursday as out broadband has been getting very unreliable over the past few weeks , till it failed completely on Wednesday night , the help operator said he had to reboot his system as he couldn’t get into our box & he’d callback , but after all after noon, he never called. The system started working again but now it’s gone again.

If I look in the network log of the Hub 3 it’s shows errors happened continuously!

30/04/2022 21:29:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 21:29:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 21:29:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 21:29:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 21:29:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Looking through other posts it seems this is an external problem & we need an engineer, I have done Virgin help procedures of rebooting the hub etc. 

Can a Virgin rep please arrange a fix asap please.

[boomish]

I called on Thursday as out broadband has been getting very unreliable over the past few weeks , till it failed completely on Wednesday night , the help operator said he had to reboot his system as he couldn’t get into our box & he’d callback , but after all after noon, he never called. The system started working again but now it’s gone again.

If I look in the network log of the Hub 3 it’s shows errors happened continuously! Looking through other posts it seems this is an external problem & we need an engineer, I have done Virgin help procedures of rebooting the hub etc. Can a Virgin rep please arrange a fix asap please.

These two errors just repeat over & over.

RCS Partial Service

SYNC Timing Synchronization failure - Loss of Sync

[Paulina_Z]

Hi @boomish,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that you're having some issues with your at home connection! I understand that this can be very frustrating.

I have been able to run some internal checks and at the moment, I cannot see any power level issues, or area issues that would be impacting your services.

Can you tell us if your connection has been unreliable and intermittent over wired connections, or WiFi connection only?

Have you been able to run through some of our online Troubleshooting steps? If so, has this helped?

Keep us updated. Thank you.

[boomish]

Hi Paulina, I phoned on Monday as it had become unusable, they couldn’t see any problems either, I rebooted the router the errors returned & last thing in the evening I reset the router , the next day the errors stopped appearing in the router status & the internet was fine. However today the errors returned;( please can some one send and engineer to fix this!
This problem is on several devices wired & on Wi-Fi, it has nothing to do with my lan network, I can see the sync errors in the network log of the Hub 3. I’ve never had this before.

[Gareth_L]

Hello boomish,

Thanks for your reply 
Sorry to hear about the issue with your connection 
I can look into this for you 
If you don't mind, I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L