on 17-10-2021 11:47
Hi, my broadband has been disconnecting frequently in the past couple of weeks, with the Hub 3.0 restarting automatically, and some intermittent speed issues as well. I've reset the Hub, re-checked physical connections etc, but no luck. I'm running it in Modem mode with an Asus router. We had problems with the connection several months back, and they replaced the cabling in the street and it's worked perfectly since then, until very recently. Any advice based on the logs below? Thank you
Answered! Go to Answer
on 02-11-2021 08:37
Hi Martin, are there any updates to this fix date estimate? Still seeing a lot of errors on the Log. Thank you!
on 04-11-2021 13:39
Hi trac09,
Sorry to hear you're still experiencing an issue with the connection.
I've checked the ticket and looks like the estimated fix date has changed to 31st January, very sorry for any inconvenience caused by this.
Alex_Rm
on 16-02-2022 15:51
Hi Martin_N and/or Alex_RM, is there any way to get an update on the status of the area connection fix? Am still getting problems with random disconnections multiple times a day. Thank you
on 18-02-2022 16:26
Hi trac09,
Thanks for your post and apologies to hear you are still having an issue with your connection.
Taking a look at things today I can see the fault is still ongoing. The details are below for you:
I can see this has already been noted on your account so the relevant teams are aware you are affected. If there is anything else we can do, let us know.
Thanks,
on 21-02-2022 09:07
Thanks Kath_F. I know you're just the messenger but this is getting a little ridiculous - this "fix" has been going on since at least October as you can see in this thread (the problems had started weeks earlier before I brought it up in this forum though). So, five months - at least - of service interruption? Is there an explanation as to what this fault is and why it is taking so long to fix? What compensation can I claim?
on 23-02-2022 09:19
Hi @trac09
The issue is being caused by congestion on the network. We are undertaking some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times) will be resolved.
I am sorry, congestion isn't a quick fix unfortunately and I appreciate you have been waiting a long time. The estimated fix date is still showing as the 28th February currently.
With regards to compensation, all the details can be found here
Vikki - Forum Team
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on 07-03-2022 18:48
In the end, we decided to find another provider when our contract is up this month. The compensation scheme is not fit for purpose (for 12+ months we have daily outages of 2 minutes at a time maybe 15 to 20 times a day but that's not considered a "total service loss"). And in the end, I'd rather have a slightly lower advertised speed than a completely unreliable connection. What a shame.
on 09-03-2022 18:56
Hi @trac09
Thanks for posting on our community forum
I'm sorry to hear you feel this way, the auto compensation scheme is designed via OFCOM and does only apply to total loss of service outages.
Are you still experiencing the dropouts now?
Regards
on 11-03-2022 08:30
Hi Travis, yes, I continue to experience multiple outages a day. By far the most unforgivable aspect of the whole thing is that Virgin didn't bother to proactively notify that there would be many months of work done on the area service - it's only through this forum that I found out (and an end-date still doesn't appear forthcoming). Here's what this morning's router log looks like:
Time Priority Description
11/03/2022 08:25:24 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/03/2022 07:59:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/03/2022 07:23:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/03/2022 07:08:34 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 322750000 | -8.2 | 30 | 256 qam | 24 |
2 | 138750000 | -2.7 | 35 | 256 qam | 1 |
3 | 146750000 | -2.7 | 36 | 256 qam | 2 |
4 | 154750000 | -2.7 | 36 | 256 qam | 3 |
5 | 162750000 | -3.4 | 35 | 256 qam | 4 |
6 | 170750000 | -3.7 | 34 | 256 qam | 5 |
7 | 178750000 | -3.7 | 35 | 256 qam | 6 |
8 | 186750000 | -4.2 | 35 | 256 qam | 7 |
9 | 194750000 | -4.7 | 35 | 256 qam | 8 |
10 | 202750000 | -5.2 | 34 | 256 qam | 9 |
11 | 210750000 | -5.9 | 33 | 256 qam | 10 |
12 | 218750000 | -6.2 | 32 | 256 qam | 11 |
13 | 226750000 | -6.2 | 33 | 256 qam | 12 |
14 | 234750000 | -6.7 | 35 | 256 qam | 13 |
15 | 242750000 | -7.5 | 34 | 256 qam | 14 |
16 | 250750000 | -7.7 | 33 | 256 qam | 15 |
17 | 258750000 | -7.7 | 33 | 256 qam | 16 |
18 | 266750000 | -7 | 33 | 256 qam | 17 |
19 | 274750000 | -5.9 | 31 | 256 qam | 18 |
20 | 282750000 | -6.7 | 32 | 256 qam | 19 |
21 | 290750000 | -7.2 | 32 | 256 qam | 20 |
22 | 298750000 | -6.4 | 32 | 256 qam | 21 |
23 | 306750000 | -6.5 | 32 | 256 qam | 22 |
24 | 314750000 | -7.5 | 30 | 256 qam | 23 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 30.1 | 100882135 | 8635112 |
2 | Locked | 35.7 | 56566915 | 558 |
3 | Locked | 36.3 | 4928817 | 189 |
4 | Locked | 36.3 | 22017 | 771 |
5 | Locked | 35.5 | 46995 | 4696 |
6 | Locked | 34.9 | 147856 | 3999 |
7 | Locked | 35.5 | 32691427 | 1202 |
8 | Locked | 35.5 | 116741500 | 7620 |
9 | Locked | 35.5 | 33842787 | 2376 |
10 | Locked | 34.4 | 37471782 | 3022 |
11 | Locked | 33.9 | 30687755 | 3111 |
12 | Locked | 32.6 | 19625148 | 3119 |
13 | Locked | 33.8 | 42480461 | 2522 |
14 | Locked | 35 | 182749305 | 403 |
15 | Locked | 34.3 | 97491114 | 160 |
16 | Locked | 33.8 | 98094591 | 858 |
17 | Locked | 33.9 | 34615624 | 703 |
18 | Locked | 33.2 | 15881849 | 1493 |
19 | Locked | 31.8 | 39742490 | 17047 |
20 | Locked | 32.4 | 22912322 | 287 |
21 | Locked | 32.7 | 13769184 | 583 |
22 | Locked | 32.2 | 23425399 | 2325 |
23 | Locked | 32.3 | 17902979 | 5861 |
24 | Locked | 30.9 | 37578370 | 1173617 |
1 | 39400000 | 42.8 | 5120 | 64 qam | 4 |
2 | 46200000 | 43.3 | 5120 | 64 qam | 3 |
3 | 53700000 | 44.3 | 5120 | 64 qam | 2 |
4 | 60300000 | 44.8 | 5120 | 64 qam | 1 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 4 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 6 | 0 |
on 13-03-2022 09:28
I am sorry you're still experiencing issues with the connection trac09.
I've had a look from our side and can see the area issue is still ongoing, the estimated fix date for this is now 15th March.
Whilst this is ongoing your services may be intermittent.
Alex_Rm