Every day at 12/1am I am losing my speed/connectivity.

[adoppelgro]

I have been losing my speeds and connectivity at around midnight/1am/2am for the past couple days. It is affecting the workload that I have to get done by the morning and when I tried to submit the complaint I am receiving silly errors.

I am on 350mb speeds, which are fine most of the days, just never at night, and never get notified if there is something going on in my area.

How exactly am I supposed to raise a complaint if the site won't let me?? 

 

[adoppelgro]

Here is my package, that I forgot to add. Date included.

[RT123]

Hi,

Virgin and their ‘intermittent signal issues’…

Have you done a speed test connected by Ethernet (even if it’s just for testing purposes)?

The online diagnostics do suggest that there is a problem - can you share the router logs please?

Go to 192.168.0.1 (or 192.168.100.1 if you are using the router as a modern) and share the upstream, downstream and network logs from ‘check router status’ - you may need to set a settings password if you are accessing this for the first time.

[adoppelgro]

Hey RT, thanks for checking in.

Yes, I do indeed use the ethernet for my main work PC, and that's where the speed tests came from.

Here are the logs that I think you are reffering to:

Network Log

Time Priority Description

02/05/2024 22:29:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:29:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:28:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:28:9	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:25:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:25:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:23:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:19:26	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:18:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:16:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:16:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:08:46	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:06:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:05:32	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:04:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:04:44	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:04:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:03:55	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:57:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:31:20	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[RT123]

I’m only seeing the network ones (I’m guessing you’ve uploaded the others as pictures) - please could you post them in text form?

But so far those network logs are showing a lot of RCS Partial Service errors and also some MDD Timeouts - both indicative of the disconnects you are seeing.

[RT123]

I can see the images now - there’s a lot of PostRS errors (if these are rising, please can you post the stats again)

[Alex_RM]

Hi adoppelgro,

Thanks for posting, and sorry to see you're having some connection issues. We've had a look at things from or side and can see there are some performance issues.

So I can get a few more details from you I've popped you over a private message.

Alex_Rm

[adoppelgro]

Its been more than 23 hours since Ive done the initial checks and the problem still continues. I am not even getting 10% of my promised speeds (350mbs). I am lost for words. 

[adoppelgro]

[Ashleigh_C]

Hello again @adoppelgro 
Thanks so much for your private message and confirming your address, I have now booked you a visit for your connection issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment