Menu
Reply
theredaaron
  • 24
  • 0
  • 1
Tuning in
557 Views
Message 1 of 16
Flag for a moderator

Intermittent connection loss for weeks now in N4 - about ready to give up on Virgin

I can see that a lot of people have this same issue. 150 acknowledges an area issue but gives no further info. I registered for text updates. The last message I was sent gave a repair time of 25th September with fault F008382961. No updates since and the issue persists. The web service status for my area has never shown an issue. The only way to get more info is to wait an hour for Virgin to answer. Then be told the same thing.

What do you do when a service doesn't fix a problem you're paying £140 per month for?

Any suggestions welcome.

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
547 Views
Message 2 of 16
Flag for a moderator

Re: Intermittent connection loss for weeks now in N4 - about ready to give up on Virgin

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
theredaaron
  • 24
  • 0
  • 1
Tuning in
542 Views
Message 3 of 16
Flag for a moderator

Re: Intermittent connection loss for weeks now in N4 - about ready to give up on Virgin

Thank you for the quick response. BQM set up. Requested data below.

12030000002.738256 qam9
22110000002.438256 qam10
32190000002.438256 qam11
42270000002.538256 qam12
52350000002.538256 qam13
62430000002.738256 qam14
72510000002.538256 qam15
82590000002.740256 qam16
9267000000338256 qam17
102750000002.740256 qam18
112830000002.740256 qam19
122910000002.738256 qam20
13299000000338256 qam21
143070000003.240256 qam22
153150000003.238256 qam23
16323000000340256 qam24
173310000003.440256 qam25
183390000003.540256 qam26
193470000003.540256 qam27
20355000000440256 qam28
213630000003.940256 qam29
22371000000440256 qam30
233790000004.140256 qam31
24387000000440256 qam32



Downstream bonded channels

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

1Locked38.930
2Locked38.950
3Locked38.950
4Locked38.960
5Locked38.960
6Locked38.970
7Locked38.950
8Locked40.360
9Locked38.940
10Locked40.360
11Locked40.340
12Locked38.960
13Locked38.950
14Locked40.360
15Locked38.950
16Locked40.300
17Locked40.960
18Locked40.340
19Locked40.350
20Locked40.350
21Locked40.360
22Locked40.340
23Locked40.300
24Locked40.310

 

Upstream bonded channels

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

1537000054.775512064 qam2
2462000004.725512064 qam3
3603002584.75512064 qam1
4394000004.675512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

0 Kudos
Reply
theredaaron
  • 24
  • 0
  • 1
Tuning in
539 Views
Message 4 of 16
Flag for a moderator

Re: Intermittent connection loss for weeks now in N4 - about ready to give up on Virgin

Network Log

Time Priority Description

27/09/2020 05:19:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 05:19:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 05:19:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 05:19:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 05:19:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 05:19:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 22:15:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 02:23:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 02:23:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 02:23:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 02:23:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 02:23:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 22:02:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 22:02:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 22:02:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 22:02:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 22:02:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 21:39:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 21:39:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 21:39:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
536 Views
Message 5 of 16
Flag for a moderator

Re: Intermittent connection loss for weeks now in N4 - about ready to give up on Virgin

Can you post a link to your 'Live BQM' please.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
theredaaron
  • 24
  • 0
  • 1
Tuning in
534 Views
Message 6 of 16
Flag for a moderator

Re: Intermittent connection loss for weeks now in N4 - about ready to give up on Virgin

0 Kudos
Reply
theredaaron
  • 24
  • 0
  • 1
Tuning in
454 Views
Message 7 of 16
Flag for a moderator

Re: Intermittent connection loss for weeks now in N4 - about ready to give up on Virgin

Argghhhhhhhhhhhhhhh

11:27am "Virgin Media Outage Update - ID: F008382961 We're pleased to tell you this issue is now fixed. Best Wishes, the Virgin Media Team"

Meanwhile.... drop outs from midday onwards even worse than before. 

Screenshot 2020-09-30 at 13.12.23.png

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
451 Views
Message 8 of 16
Flag for a moderator

Re: Intermittent connection loss for weeks now in N4 - about ready to give up on Virgin

Have you rebooted your Hub to allow it to renegotiate the connection ?

Try a reboot using this method ...

Switch the Hub off for 5 minutes using the small switch on the rear of the Hub next to the power cord.

Allow the Hub a few minutes to fully restart then try your connection again.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
theredaaron
  • 24
  • 0
  • 1
Tuning in
411 Views
Message 9 of 16
Flag for a moderator

Re: Intermittent connection loss for weeks now in N4 - about ready to give up on Virgin

My connection is mostly fine now - much better anyway. I have cancelled Virgin though as there customer service quality doesn't deserve my business. I would rather pay someone more for less. Even when I called on Thursday to cancel it it took me 1h20 to get through. Then I was told the intermittent issue still existed and would be fixed on 6th october - yet I was getting text messages from Virgin telling me it had been fixed. Yet the status page showed no issues. Since I cancelled I'm getting daily calls from their customer retention team. They think throwing increased speeds and cheaper prices at me is the answer.

I'm now looking for another provider.

0 Kudos
Reply
theredaaron
  • 24
  • 0
  • 1
Tuning in
379 Views
Message 10 of 16
Flag for a moderator

Re: Intermittent connection loss for weeks now in N4 - about ready to give up on Virgin

Internet not working again. Continuous drop outs. Can't SSH onto any server without the connection being dropped after a few seconds. 

Big sigh.

Can I face yet another call to Virgin. An hour on the phone for them to tell me to go through the usual rigmarole. To tell me of yet another future date from which it will be fixed. 5 weeks since the issues. We get a day maybe 2 without drops then back to what is now normal.

 

0 Kudos
Reply