Packet Drops and Slow Pings

[sb__]

Hi folks, 

Last Sunday, we had a two hour outage in our area. Since then, I've been experiencing regular dropped packets followed by slow ping speeds.

What happens:

About once, sometimes twice, every 10 minutes, packets drop for up to 10 seconds. This is followed by 15-30 seconds of poor ping speeds (300+ ms) before it eventually gets back to down to a normal ping speed of about 15ms. 

Since I work from home, this means that when I'm in a Google Meet call, I get temporarily disconnected between 3-6 times in every half hour meeting! 

It's happening on WiFi and Ethernet. Confirmed it's not my internal equipment by running a ping test at my neighbors flat on his WiFi, same exact thing. 

This wasn't happening prior to the outage on Sunday, so it sounds like something is up with the local connection box/exchange in the area - or potentially the outside wiring from my building to the exchange. 

I spoke to Virgin technical support. I understand they have a process, but since I work in tech and understand how to troubleshoot such things, telling me to turn my router on and off is obviously extremely unhelpful - obviously I had done all the "first step" troubleshooting and ran full network tests before I even called. 

How can I get an engineer to come out? I need to get this sorted ASAP since I work from home, and I can't even run a backup MiFi unit since I have terrible cell reception here. Which led to a ridiculous moment where the very same issue caused my call to drop (I have to use WiFi calling) while explaining the issue to Virgin support! 

[sb__]

Any help? 

[sb__]

Time Priority Description

19/10/2022 11:21:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2022 11:17:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2022 11:13:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2022 11:10:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2022 02:40:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2022 00:29:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 21:26:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 21:14:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 17:34:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 17:26:5	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 04:17:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 04:03:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2022 14:19:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2022 14:15:54	critical	Received 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;
17/10/2022 14:13:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2022 14:12:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2022 11:57:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2022 11:54:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2022 08:42:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2022 08:40:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[John_GS]

Hi sb__
Thanks for posting and welcome to the community.

I am sorry to hear of the issues with the broadband. I've done a system check and can see you've had a tech booking booked in since posting. Please let us know how the visit goes.

Best.

[sb__]

Just to confirm that the engineer visited this morning and the problem is now fixed. Thanks folks. As I had suspected, it was the outside wiring. 

[Alex_RM]

Hi sb__,

Great to hear things have been resolved!

Thanks forletting us know 🙂

Alex_Rm