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Intermittent Connection BN2

Over the last few days our connection keeps dropping out.

Lots of buffering!

Also earlier in the month connection has gone down completely at LEAST once.

What's going on? Service Status says nothing wrong and you've not informed us of any planned works (but then you NEVER do)

Why is there still no easy way of reporting this without doing unneeded tests, and also meaning we get compensated AUTOMATICALLY for any loses of service.

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Re: Intermittent Connection BN2

Could you access your router using http://192.168.0.1/ or http://192.168.100.1/  for modem mode . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

At least we can check the stats to rule out an issue with the line.

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Re: Intermittent Connection BN2

Router is fine....

I've also had complete blackouts this month (as monitored by Think BB)

b77c36f401aaa1fe39235664e39a468dd9e1d378-07-07-2020.pngb77c36f401aaa1fe39235664e39a468dd9e1d378-28-07-2020.png

 

28/07/2020 07:54:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 14:27:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 11:18:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 04:20:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 04:16:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 23:23:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 22:01:13ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 20:41:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 20:00:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 19:22:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 17:36:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 11:24:35ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 07:54:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 07:52:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 00:52:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 00:48:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 03:19:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 02:58:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 00:52:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 08:40:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Intermittent Connection BN2

Grrrrr - it's so unreliable now it's almost impossible to post here!

We've had lots of problems this month from YOUR end.... this is the 7th and today, but the 25 & 26th were terrible all day.

b77c36f401aaa1fe39235664e39a468dd9e1d378-07-07-2020.pngb77c36f401aaa1fe39235664e39a468dd9e1d378-28-07-2020.png

28/07/2020 07:54:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 14:27:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 11:18:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 04:20:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 04:16:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 23:23:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 22:01:13ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 20:41:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 20:00:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 19:22:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 17:36:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 11:24:35ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 07:54:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 07:52:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 00:52:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 00:48:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 03:19:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 02:58:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 00:52:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 08:40:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;



Downstream bonded channels

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

1Locked35.5619039008400353
2Locked37.621620684566
3Locked38.62574077160
4Locked38.6283378083
5Locked38.9499617158
6Locked38.94910108
7Locked38.9421618
8Locked38.94736233
9Locked38.95295143
10Locked38.6612516
11Locked37.3824442
12Locked37.6720885
13Locked38.6586955
14Locked38.914542199
15Locked38.916170180
16Locked38.950800
17Locked38.988710
18Locked38.970020
19Locked38.9108403
20Locked38.692767
21Locked38.6103190
22Locked38.61365112
23Locked38.6126190
24Locked38.611763 

Upstream bonded channels

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

1462000784.75512064 qam6
2537000005512064 qam5
3394000494.725512064 qam7
4326000154.675512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Intermittent Connection BN2

Just had 40 min call with someone ill equipped to deal with this problem. She was telling me my wireless was set up wrong even though it's been like that for YEARS. I had to tell her NOT to change anything on my router.

NOTHING has changed here. The fault started almost dead on 9am this morning - strange in itself. The person I spoke with eventually told me that there are in fact 'performance issues' in my area.

I know that. I've been told an engineer will come tomorrow even though we know there's not problem at my end which I really don't want.

Please help me! And please explain why this is a 'performance problem' and not just a problem, which should be showing on my virginmedia.?

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Re: Intermittent Connection BN2

I can't edit my own post for some reason, so here are the images Virgin removed as I forgot they had my ip on them.

7th July7th Julytodaytoday

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Message 7 of 7
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Re: Intermittent Connection BN2

Whats the point in us reporting this stuff if no one at Virgin is listening.

You do a great job of stopping us reporting problems. You provide your online tests, and the call centre that won't accept the problem, and here where I see problems dealt with in a hit and miss fashion.

I enquired on my local facebook page if others on Virgin are having intermittent service, and even though you say there''s nothing wrong, lots of your customers in my area are having the same problems.

So, we know that you know that we know, so please be upfront with us and wasting our time on the phone to you. A considerable amount of time.

Virgin don't seem too good at running things in a way that minimises customer stress and frustration, and, more importantly to you, customer calls to tech support. Your departments should be communicating and finding ways to stop wasting everyone's time and money.  Remember, happy customers are customers!

So, what's with the 'reliability' thing that's not an actual fault?

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