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. 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?
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
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.
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
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;