Virgin Media Community

[Georgeb93]

Over the past week or so I've had consistent connection issues tried everything restarting router/resetting when it goes off its off between 5 seconds>few hours completely random

Including WIFI as well as ethernet the green lights come on if its off a certain amount of time here's my hub settings

the random failed login is just me forgetting modem password 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	-0.2	38	256 qam	9
2	211000000	0	38	256 qam	10
3	219000000	0	38	256 qam	11
4	227000000	-0.2	38	256 qam	12
5	235000000	-0.9	38	256 qam	13
6	243000000	-1.4	38	256 qam	14
7	251000000	-1.5	38	256 qam	15
8	259000000	-1.7	38	256 qam	16
9	267000000	-1	38	256 qam	17
10	275000000	0	38	256 qam	18
11	283000000	0.4	40	256 qam	19
12	291000000	0.4	38	256 qam	20
13	299000000	0.5	38	256 qam	21
14	307000000	0.2	38	256 qam	22
15	315000000	0.7	40	256 qam	23
16	323000000	1	40	256 qam	24
17	331000000	1.5	40	256 qam	25
18	371000000	1.9	40	256 qam	26
19	379000000	1.9	40	256 qam	27
20	387000000	1.5	40	256 qam	28
21	395000000	0.7	40	256 qam	29
22	403000000	0.5	40	256 qam	30
23	411000000	0.7	40	256 qam	31
24	419000000	0.7	40	256 qam	32

[Georgeb93]

More hub stuff -

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

1

39399965

54

5120

64 qam

2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

Network LogTime Priority Description

09/06/2021 11:56:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:56:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:55:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:55:25	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:53:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:53:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:53:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:53:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:53:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:53:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:52:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:52:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:52:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:52:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:52:7	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:52:7	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:52:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:52:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:51:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 11:51:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

That's only part of the data - but as you only have one up channel at max power - it is struggling ! Logs show that too. Could try a pinhole reset to see if that brings back the up channels.

Have you checked first for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (free on 150 VM line - or 0345 454 1111 others - national rate) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.- the UK call centre is still picking up and calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.

[John_GS]

Hi Georgeb93

Thanks for posting and welcome to the community.

My apologies for the broadband issues. I can see from a system check that you've booked a technician visit. This can also be tracked in your Online Account

Let us know how the visit goes

Best,

[Georgeb93]

Yeah the technician never showed up and still having the same problems day in day out tried everything resetting online and on the modem itself

[lotharmat]

Oh that is not good!!

[Sasha_W]

Oh gosh we are very sorry about this @Georgeb93, 

I will pop you over a PM so we can get another one arranged for you. 

Please look out for the purple envelope at the top right hand corner of your screen as this should take you to PM's 

Thanks 

[Georgeb93]

Bump still having issues, still no technician, having packet loss if that helps