Constant High Packet loss and broadband timeout.

[KevlarD]

Hi,

Last week I had around 4 days of constant 5-15% packet loss and random timeouts making working from home near enough impossible. My virgin status said I had no issues on my hub but after clicking "still having issues" I was told there was issues in my area that technicians were looking in to. The problem went away for 2 days but has since returned and yet again making working from home impossible. The technicians are yet again "looking into" the issue. After phoning the automated line, I was told there was a complex issue that was taking longer than expected to fix. We pay a good amount for this service that isn't working, which is now affecting my work and my income. I cannot do simple things like talk to my friends on voice smoothly.

Downloading and browsing seems unaffected until the broadband times out and shuts off for 30-40 mins.

I have tried restarting, factory resetting and making sure all connections are secure throughout.

I really need this fixed and it doesn't seem the issues in my area are actually being looked at.

[KevlarD]

Downstream bonded channels

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

1	331000000	1.7	40	256 qam	25
2	267000000	0.7	38	256 qam	17
3	275000000	0.9	38	256 qam	18
4	283000000	0.7	40	256 qam	19
5	291000000	0.7	38	256 qam	20
6	299000000	1.5	38	256 qam	21
7	307000000	1.5	40	256 qam	22
8	315000000	1.5	38	256 qam	23
9	323000000	1.5	40	256 qam	24
10	339000000	1.2	38	256 qam	26
11	347000000	1	40	256 qam	27
12	355000000	0.9	38	256 qam	28
13	363000000	0.7	38	256 qam	29
14	371000000	0.4	38	256 qam	30
15	379000000	0.5	40	256 qam	31
16	387000000	0.9	40	256 qam	32
17	395000000	1	40	256 qam	33
18	403000000	1	40	256 qam	34
19	411000000	1.4	40	256 qam	35
20	419000000	1.2	40	256 qam	36
21	427000000	1.2	40	256 qam	37
22	435000000	1.2	40	256 qam	38
23	443000000	1.5	40	256 qam	39
24	451000000	1.2	40	256 qam	40

Downstream bonded channels

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

1	Locked	40.3	27	0
2	Locked	38.6	28	0
3	Locked	38.9	25	0
4	Locked	40.3	52	0
5	Locked	38.9	24	14
6	Locked	38.9	36	0
7	Locked	40.3	41	14
8	Locked	38.9	37	0
9	Locked	40.3	43	0
10	Locked	38.9	35	9
11	Locked	40.9	66	0
12	Locked	38.9	34	0
13	Locked	38.6	44	6
14	Locked	38.9	30	1
15	Locked	40.3	50	0
16	Locked	40.3	47	3
17	Locked	40.3	30	0
18	Locked	40.3	44	0
19	Locked	40.3	47	0
20	Locked	40.3	28	0
21	Locked	40.3	21	0
22	Locked	40.3	27	0
23	Locked	40.9	24	0
24	Locked	40.3	42	0

[KevlarD]

Upstream bonded channels

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

1	43100000	44	5120	64 qam	10
2	23600000	43.5	5120	64 qam	13
3	30100000	43.5	5120	64 qam	12
4	36600000	44	5120	64 qam	11
5	49600000	45.5	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[KevlarD]

Network Log

Time Priority Description

21/10/2023 22:21:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2023 16:24:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2023 14:41:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2023 14:40:52	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2023 04:17:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2023 19:26:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2023 19:26:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2023 10:50:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2023 12:19:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2023 12:19:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 19:04:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:44	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[chrisprice39]

Exactly the same in South Wales except only 1 day last week. On the plus side streaming strictly was a no go, down side can't get any work done.

[Client62]

 @chrisprice39  please create your own thread.

[Client62]

First call 0800 561 0061 - use the automated service to see if there is a local service issue.

Test the service to a Router mode Hub(3/4/5) + your device with the link below.
https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see Packet Loss / Latency / Jitter

Post a screen shot of results from the full test.

[Alex_RM]

Hi KevlarD,

Thanks for posting and welcome to our community 🙂

Sorry to hear you're having some connection issues, I've had a look at things from our side and our automated systems has identified an issue which is affecting multiple customers in your area. This is likely to cause connectivity and performance issues. Our engineering teams have been automatically notified of the issue and will investigate and fix the issue as soon as possible.

Alex_Rm

[VsUK]

Having exactly the same problem for the last 3 days now. Opened virgin site to report/check on a problem. It comes back to say there's a problem with intermittent connection, but keeps saying to give it 24 hours & if it continues they'll guide me through booking an engineer. However it's been 3 days & it keeps saying to give it 24 hours.

I'm getting very annoyed, because I can't watch any of my streaming services, play games nothing. I'm lucky I can  get youtube to work, but even then every 5-10 minutes the connection just stops, doesn't disconnect, just stops responding completely. 

I've done speed tests & my speed right now is 12mb download & 0.05mb upload on a 500mb dl & 54mb upload connection. I'm fuming because nothing seems to being done about it & we're never compensated either.. 

This in the S62 area Rotherham.

[Kath_F]

Hi VsUK,

We're sorry to hear about the issues you have been having with your broadband connection. 😔

Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here: 

• ➡ Fault reference number: F011125538
• ➡ Estimated fix time: 26 DEC 2023 15:00
• ➡ Description: You might find that your Virgin Fibre, Voice and Virgin TV 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.

There is a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the eligibility criteria here 👉 Automatic Compensation

If there is anything else we can do, let us know. 😊

Thanks,