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trac09
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Message 11 of 20
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Re: Frequent disconnections and slow speeds

Hi Martin, are there any updates to this fix date estimate? Still seeing a lot of errors on the Log. Thank you!

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Alex_RM
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Message 12 of 20
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Re: Frequent disconnections and slow speeds

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

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trac09
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Message 13 of 20
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Re: Frequent disconnections and slow speeds

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

 
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Kath_F
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Message 14 of 20
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Re: Frequent disconnections and slow speeds

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: 

  • Fault reference number: F008754494
  • Estimated fix time: 28 FEB 2022 14:00
  • Description: Status report || You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this 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,

Kath_F
Forum Team


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trac09
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Message 15 of 20
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Re: Frequent disconnections and slow speeds

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? 

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Vikki_M
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Message 16 of 20
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Re: Frequent disconnections and slow speeds

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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trac09
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Message 17 of 20
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Re: Frequent disconnections and slow speeds

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.

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Travis_M
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Message 18 of 20
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Re: Frequent disconnections and slow speeds

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

Travis_M
Forum Team



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trac09
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Message 19 of 20
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Re: Frequent disconnections and slow speeds

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:

 

Network Log

Time Priority Description

11/03/2022 08:25:24Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2022 07:59:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2022 07:23:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2022 07:08:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1322750000-8.230256 qam24
2138750000-2.735256 qam1
3146750000-2.736256 qam2
4154750000-2.736256 qam3
5162750000-3.435256 qam4
6170750000-3.734256 qam5
7178750000-3.735256 qam6
8186750000-4.235256 qam7
9194750000-4.735256 qam8
10202750000-5.234256 qam9
11210750000-5.933256 qam10
12218750000-6.232256 qam11
13226750000-6.233256 qam12
14234750000-6.735256 qam13
15242750000-7.534256 qam14
16250750000-7.733256 qam15
17258750000-7.733256 qam16
18266750000-733256 qam17
19274750000-5.931256 qam18
20282750000-6.732256 qam19
21290750000-7.232256 qam20
22298750000-6.432256 qam21
23306750000-6.532256 qam22
24314750000-7.530256 qam23



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked30.11008821358635112
2Locked35.756566915558
3Locked36.34928817189
4Locked36.322017771
5Locked35.5469954696
6Locked34.91478563999
7Locked35.5326914271202
8Locked35.51167415007620
9Locked35.5338427872376
10Locked34.4374717823022
11Locked33.9306877553111
12Locked32.6196251483119
13Locked33.8424804612522
14Locked35182749305403
15Locked34.397491114160
16Locked33.898094591858
17Locked33.934615624703
18Locked33.2158818491493
19Locked31.83974249017047
20Locked32.422912322287
21Locked32.713769184583
22Locked32.2234253992325
23Locked32.3179029795861
24Locked30.9375783701173617

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000042.8512064 qam4
24620000043.3512064 qam3
35370000044.3512064 qam2
46030000044.8512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0040
3ATDMA0020
4ATDMA0060
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Alex_RM
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Message 20 of 20
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Re: Frequent disconnections and slow speeds

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

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