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hkowlett
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Intermittent Connection for 2+ months

I've had an intermittent internet connection since late April. Between 9 & 5 Monday-Friday my connection is unstable and I can't take work calls over the internet without huge spikes in my connection. Every time I call support I receive a new fault number for seemingly the same issue.

I've tried to cancel my contract but am unable to without paying a £100+ fee.

I've made a complaint, which I received a reply from to text a number. I've done this countless times with zero response.

How can I get my issues addressed, my contract cancelled, a refund or an actual response to my complaint?

Thank you,

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gary_dexter
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Re: Intermittent Connection for 2+ months

Post the network, upstream and downstream logs from the hub admin pages 


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hkowlett
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Re: Intermittent Connection for 2+ months

Network Log

Time Priority Description

30/06/2020 02:16:13ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2020 13:03:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2020 10:36:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 21:51:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 14:49:29Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 14:49:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 14:49:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 14:49:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 14:49:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 09:41:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 08:45:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 08:45:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 22:24:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 22:08:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 15:45:40criticalReceived 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;
24/06/2020 15:44:42noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 15:41:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 15:41:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 15:41:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 15:41:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

Upstream bonded channels

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

1462000003.975512064 qam1
2258001033.975512064 qam4
3394000004512064 qam2
4326000594512064 qam3


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Downstream bonded channels

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

14590000004.437256 qam7
24670000004.338256 qam8
34750000004.338256 qam9
44830000003.938256 qam10
54910000003.738256 qam11
64990000003.538256 qam12
75070000003.438256 qam13
85150000003.238256 qam14
95230000003.438256 qam15
10531000000338256 qam16
11539000000338256 qam17
12547000000338256 qam18
13555000000338256 qam19
145630000003.238256 qam20
155710000003.538256 qam21
165790000003.738256 qam22
17587000000438256 qam23
18595000000438256 qam24
196350000003.238256 qam25
206430000002.538256 qam26
216510000001.738256 qam27
226590000001.237256 qam28
236670000001.237256 qam29
246750000001.537256 qam30

 

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hkowlett
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Re: Intermittent Connection for 2+ months

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 35 0
2 Locked 38.6 26 0
3 Locked 38.6 22 0
4 Locked 38.6 39 0
5 Locked 38.6 39 0
6 Locked 38.9 39 0
7 Locked 38.6 41 0
8 Locked 38.6 45 0
9 Locked 38.6 44 0
10 Locked 38.6 35 0
11 Locked 38.6 48 0
12 Locked 38.6 50 0
13 Locked 38.9 55 0
14 Locked 38.9 55 0
15 Locked 38.6 51 0
16 Locked 38.6 44 0
17 Locked 38.6 58 0
18 Locked 38.6 37 0
19 Locked 38.6 25 0
20 Locked 38.6 35 0
21 Locked 38.9 57 0
22 Locked 37.6 31 0
23 Locked 37.3 28 0
24 Locked 37.9 25 0
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Megan_L
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Re: Intermittent Connection for 2+ months

Hi Hkowlett,

Thanks for using the forums to get this issue looked into with your connection, I do hope that we're not too late and you've not left us already. 

If you are still with us and looking for help I would like to ask some more questions. 

Is it primarily slow speeds or intermittent connection that you're struggling with at the moment? 

Also, does the issue affect wired or wireless devices? 

Thanks,

Megan_L

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hkowlett
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Re: Intermittent Connection for 2+ months

Hey Megan,

Speeds are generally fine, it's purely intermittent connections that are the problem. These are all over a wired connection.

It's pretty obviously a congestion issue in the area - We had an engineer out who pretty much said the same thing.

Here's an average Saturday vs. a week day with BQM -

Saturday 

Monday 

 

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Beth_G
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Re: Intermittent Connection for 2+ months

Hi hkowleet,

 

Thanks for coming back to us.

 

I have taken a look at the back end of your services and I can confirm that there is a congestion issue ongoing in the area. The good news is, is that it's estimated to be resolve on Monday 13th July at around 14:30.

 

Many apologies for the inconvenience this has caused you and until we get this resolved - if there's anything else you need or any concerns you have just let us know and post below.

 

Kindest regards,

 

Beth

 

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hkowlett
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Re: Intermittent Connection for 2+ months

Hi Beth,

 

The 13th seems pretty convenient considering that the date has been moved 5 times+ already (considering it was supposed to be "fixed" some time in late March). On another thread Jodi_S, Forum Team stated that the internet issue should be fixed by the 10th July,however, I am still facing issues. I understand that you're not the person fixing the internet, but it is getting increasingly frustrating that the goal post is getting moved each time. These issues have been persisting for months and Virgin Media will not let us leave the contract without a fee, and have been endless stringing us along. Please let us leave the contract without the cancellation fee.

Thanks,

 

Hkowlett 

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Emily_G
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Re: Intermittent Connection for 2+ months

It look like the area faults has now been rectified, are you still having any issues?

 

Let us know, Emily.

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hkowlett
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Re: Intermittent Connection for 2+ months

Hi Emily,

Still having issues. Have had my work calls drop multiple times throughout the day.

 

Hkowlett

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