Intermittent Broadband and Tv Issues

[Conor-B]

Hi, hoping someone can help. We’ve been having issues now with Virgin Tv 360 and Broadband for weeks, it always seems to be from early evening onwards every day the broadband becomes slow and buffers, I get packet loss and can’t even play a games console. The Tv is unwatchable too with error code after error code and buffering and breaking up too. I’ve restarted the superhub3 countless times, restarted the TiVo box and checked all connections aren’t loose to no avail.

[japitts]

You've mentioned a TiVo & a TV360 which are completely different services, I presume you used to have a V6 but converted it to a TV360?

It does sound like you have potential signal issues affecting both services, but this needs to be taken separately on here. Pixellation on live TV is a sure-fire signal issue, but....

I'm going to offer my standard response to "my broadband isn't working" posts and move your thread to the broadband board where those more qualified than myself, can respond to that side. VM staff should also pickup in a day or two if necessary. Also for clarity - are these issues on wired connections as well as wireless?

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying issues.

[Conor-B]

My Live Graph

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b8c6a9bd4624aaf7fe2423b41718ba2357a256d6

[Conor-B]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	178750000	Locked
Ranged Upstream Channel (Hz)	49600009	Locked
Provisioning State	Online

Downstream bonded channels

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

1	178750000	2.2	37	256 qam	6
2	138750000	2.9	36	256 qam	1
3	146750000	3.2	37	256 qam	2
4	154750000	3.2	37	256 qam	3
5	162750000	3	37	256 qam	4
6	170750000	2.7	37	256 qam	5
7	186750000	2	37	256 qam	7
8	194750000	1.5	37	256 qam	8
9	202750000	1	37	256 qam	9
10	210750000	0.5	37	256 qam	10
11	218750000	0	37	256 qam	11
12	226750000	-0.5	37	256 qam	12
13	234750000	-0.7	37	256 qam	13
14	242750000	-0.2	38	256 qam	14
15	250750000	0	37	256 qam	15
16	258750000	1	38	256 qam	16
17	266750000	1.5	38	256 qam	17
18	274750000	1.7	38	256 qam	18
19	282750000	1.5	38	256 qam	19
20	290750000	1.5	38	256 qam	20
21	298750000	2	38	256 qam	21
22	306750000	1.9	38	256 qam	22
23	314750000	1.9	38	256 qam	23
24	322750000	2.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	1467	36489
2	Locked	36.6	4089	59428
3	Locked	37.3	3822	36470
4	Locked	37.6	2549	37079
5	Locked	37.3	1845	25504
6	Locked	37.3	1758	59234
7	Locked	37.6	2001	61109
8	Locked	37.6	3521	64466
9	Locked	37.6	7150	69720
10	Locked	37.3	8085	56693
11	Locked	37.6	3600	56352
12	Locked	37.6	4152	57654
13	Locked	37.3	4145	57830
14	Locked	38.6	4085	66266
15	Locked	37.6	4003	68748
16	Locked	38.6	3627	55931
17	Locked	38.6	4285	55764
18	Locked	38.9	4735	55845
19	Locked	38.9	4622	56799
20	Locked	38.6	7622	59209
21	Locked	38.9	6666	68425
22	Locked	38.9	9478	66273
23	Locked	38.9	10450	67685
24	Locked	38.9	8287	73864

Upstream bonded channels

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

1	49600009	39.5	5120	64 qam	1
2	23600000	37	5120	32 qam	5
3	30100000	37.5	5120	64 qam	4
4	36600000	38	5120	64 qam	3
5	43100000	38	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Conor-B]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	ca69834ncxv9873254k;fg87d

Primary Downstream Service Flow

SFID	8924
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	8923
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

16/07/2022 19:01:22	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 19:01:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 19:01:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 19:01:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 19:01:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 19:01:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 19:01:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 18:17:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 18:17:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 18:17:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 18:17:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 18:17:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 17:36:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 17:36:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 17:36:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 17:36:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 17:24:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 17:24:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 17:24:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 17:23:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Ilyas_Y]

Hey there @Conor-B, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues you're having with the Virgin TV and broadband services being intermittent.
I've had a look through the profile on the system and can see that there is a network outage causing this issue.
The engineers have given an estimated repair time of Monday, July 25th 2022 by 9am.

We do apologise for the inconvenience caused and appreciate your patience.

Is there any other query I may assist you with? Let us know.

Kind regards.