Virgin Media Community

[Duffster27]

Hi all,

I posted a thread last April about my connection constantly dropping. Ended up speaking to someone from 3rd line who done some router changes splitting out 2.4ghz and 5ghz and a new router - which seemed to fix things.

Ref: https://community.virginmedia.com/t5/Networking-and-WiFi/Connection-Dropping/m-p/4221088#M277278

From just before Christmas, we've now had buffering on the TV when playing things on ITV Hub, YouTube on iPad and it's coming to the point now where emails won't load in and you have to wait 1 minute or so for the content to download.

I spoke to Virgin who got a tech out yesterday. About 5 years we got something installed to try and help with power drop outs, the tech yesterday couldn't work out why this was installed and he rung his boss. His boss said to unplug this power booster. Engineer yesterday couldn't find fault but said ping was originally 27 and he got it down to 17 after unplugging this.

He said this week another chap would ring me to discuss how it's went.

However, today it's even worse. I tried to call up to speak to Virgin and spoke to 1st line agent who wanted to log a 30 day speed complaint with OFCOM. I said it's not a speed issue, it's latency/dropping. Agent didn't understand. Said he would get a 2nd line agent to ring me within 4hrs. It's now been over 4hrs.

I thought it might be worth trying to come back to this forum to see if anyone has any ideas?

At this stage, and with the recent price hike, I am now thinking about another vendor. A competitor doing up to 900Mbps has just launched in my region so thinking of trying them unless Virgin can resolve this.

[JitteryPinger]

It's likely your affected by congestion in local area which has come about because of increased broadband usage in your local area.

You say that a competitor is bringing full fibre to your area I would strongly encourage you to look at your options there.

[Duffster27]

Hello,

Not to come across rude, but I have saw your response similiar to this on a lot of other threads.

Do you genuinely think this is the issue, and only option?

We have been with VM for approx 15 years+ now (Since Telewest days).

It seems issue has got even worse since yesterdays engineer visit where he removed the power/frequency thing in the loft... so maybe it isnt congestion?

[carl_pearce]

---

@Duffster27 wrote:

Hello,

Not to come across rude, but I have saw your response similiar to this on a lot of other threads.

Do you genuinely think this is the issue, and only option?

We have been with VM for approx 15 years+ now (Since Telewest days).

It seems issue has got even worse since yesterdays engineer visit where he removed the power/frequency thing in the loft... so maybe it isnt congestion?

---

Your BQM doesn't show congestion, as it stands.

Maybe post the 'Downstream', 'Upstream', and 'Network Log' tab data from your HUB under 'Advanced Settings\Tools\Network Status', as text, so we can see if they are in spec?

[Duffster27]

Hello.

Thanks for your reply.

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

1	331000000	1.9	38	256 qam	25
2	203000000	-1.7	37	256 qam	9
3	211000000	-2	37	256 qam	10
4	219000000	-1.7	37	256 qam	11
5	227000000	-1.7	37	256 qam	12
6	235000000	-1.9	37	256 qam	13
7	243000000	-1.7	37	256 qam	14
8	251000000	-1.2	37	256 qam	15
9	259000000	-0.2	37	256 qam	16
10	267000000	0	37	256 qam	17
11	275000000	0	38	256 qam	18
12	283000000	0.2	38	256 qam	19
13	291000000	0.5	38	256 qam	20
14	299000000	0.9	37	256 qam	21
15	307000000	1	38	256 qam	22
16	315000000	1.5	38	256 qam	23
17	323000000	1.7	38	256 qam	24
18	339000000	2	38	256 qam	26
19	347000000	1.7	38	256 qam	27
20	355000000	1.5	38	256 qam	28
21	363000000	1.4	38	256 qam	29
22	371000000	1	38	256 qam	30
23	379000000	1	38	256 qam	31
24	387000000	1	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	20	0
2	Locked	37.6	6	0
3	Locked	37.3	14	0
4	Locked	37.3	14	0
5	Locked	37.3	14	0
6	Locked	37.3	13	0
7	Locked	37.6	14	0
8	Locked	37.3	8	0
9	Locked	37.6	5	0
10	Locked	37.6	7	0
11	Locked	38.6	17	0
12	Locked	38.6	18	0
13	Locked	38.6	4	0
14	Locked	37.3	8	0
15	Locked	38.9	3	0
16	Locked	38.6	7	0
17	Locked	38.9	19	0
18	Locked	38.6	19	0
19	Locked	38.6	13	0
20	Locked	38.9	21	0
21	Locked	38.9	7	0
22	Locked	38.6	7	0
23	Locked	38.9	6	0
24	Locked	38.6	2	0

[Duffster27]

Refresh data

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

1	46199817	41.7	5120	64 qam	3
2	39399976	41.8	5120	64 qam	4
3	53699988	41.8	5120	64 qam	2
4	60299983	41.8	5120	64 qam	1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network LogTime Priority Description

24/01/2021 17:21:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 17:17:32	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 17:17:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 15:50:6	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:04:31	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:01:47	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:01:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:01:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:01:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 16:01:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:53:43	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:51:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:50:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:50:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 15:50:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[carl_pearce]

Overall the stats don't look too bad, however you appear to have a lot of errors/info recorded in the network log, especially yesterday.

I wonder if there is some work going on in the area.

[Duffster27]

I called up 31st Dec and was told they couldnt find a fault and would escalate to 2nd line.

On 7th of Jan, it got really bad so I called, they recongised it as a fault and target fix date was the 12th (if memory serves), blamed it on an issue in the area and engineers were onsite.

Although job text completing now fixed, it doesnt appear to be.

The engineer was here yesterday between 2pm - 4.30pm, do you think something he was doing may have triggered the faults? He was drawing a blank to be honest, I think that's why he suggested his colleague give me a call this week.

Any ideas on how best to proceed?

[carl_pearce]

---

@Duffster27 wrote:

I called up 31st Dec and was told they couldnt find a fault and would escalate to 2nd line.

On 7th of Jan, it got really bad so I called, they recongised it as a fault and target fix date was the 12th (if memory serves), blamed it on an issue in the area and engineers were onsite.

Although job text completing now fixed, it doesnt appear to be.

The engineer was here yesterday between 2pm - 4.30pm, do you think something he was doing may have triggered the faults? He was drawing a blank to be honest, I think that's why he suggested his colleague give me a call this week.

Any ideas on how best to proceed?

---

Ah right, yes the errors could have been caused by 'tinkering'.

Unsure what to suggest other than persist with VM.

I hate to say it, however the 900/500/300Mbps deals for fibre by other suppliers is VERY tempting when it comes to an area (Not mine yet unfortunately).

[Duffster27]

To be fair, I am on a bit of a cracking deal

Anytime calls (although not used)

350Mbps fibre

TV M package

1 extra Tivo in bedroom

For £47pm

Low cost but low quality it seems..