Frequent disconnections and slow speeds

[trac09]

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

[trac09]

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

[Alex_RM]

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

[trac09]

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

[Kath_F]

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,

[trac09]

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? 

[Vikki_M]

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

[trac09]

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.

[Travis_M]

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

[trac09]

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 08:25:24	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;

Downstream bonded channels

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

Downstream bonded channels

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

Refresh data

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

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

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	6	0

[Alex_RM]

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