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Constant High Packet loss and broadband timeout.

KevlarD
Tuning in

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.

9 REPLIES 9

KevlarD
Tuning in

Downstream bonded channels

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

13310000001.740256 qam25
22670000000.738256 qam17
32750000000.938256 qam18
42830000000.740256 qam19
52910000000.738256 qam20
62990000001.538256 qam21
73070000001.540256 qam22
83150000001.538256 qam23
93230000001.540256 qam24
103390000001.238256 qam26
11347000000140256 qam27
123550000000.938256 qam28
133630000000.738256 qam29
143710000000.438256 qam30
153790000000.540256 qam31
163870000000.940256 qam32
17395000000140256 qam33
18403000000140256 qam34
194110000001.440256 qam35
204190000001.240256 qam36
214270000001.240256 qam37
224350000001.240256 qam38
234430000001.540256 qam39
244510000001.240256 qam40



Downstream bonded channels

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

1Locked40.3270
2Locked38.6280
3Locked38.9250
4Locked40.3520
5Locked38.92414
6Locked38.9360
7Locked40.34114
8Locked38.9370
9Locked40.3430
10Locked38.9359
11Locked40.9660
12Locked38.9340
13Locked38.6446
14Locked38.9301
15Locked40.3500
16Locked40.3473
17Locked40.3300
18Locked40.3440
19Locked40.3470
20Locked40.3280
21Locked40.3210
22Locked40.3270
23Locked40.9240
24Locked40.3420

KevlarD
Tuning in

Upstream bonded channels

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

14310000044512064 qam10
22360000043.5512064 qam13
33010000043.5512064 qam12
43660000044512064 qam11
54960000045.5512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0000
5ATDMA0020

KevlarD
Tuning in

Network Log

Time Priority Description

21/10/2023 22:21:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2023 16:24:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2023 14:41:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2023 14:40:52Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2023 04:17:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2023 19:26:14noticeDHCP 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 19:26:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2023 10:50:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2023 12:19:14noticeDHCP 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 12:19:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 19:04:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2023 17:43:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

chrisprice39
Joining in

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.

 @chrisprice39  please create your own thread.

Client62
Hero
 

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
Forum Team
Forum Team

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
On our wavelength

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.

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,

Kath_F
Forum Team

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