Packet Loss, Disconnects and Red Ping Spikes

[Patrol0818]

Good afternoon

Over the last few weeks I have been experiencing intermittent issues with Virgin Media broadband which mainly involve connection disconnects and packet loss. These issues are impacting both wired and wireless connections.

As a result, I have started using the Broadband Quality Monitor (BQM) which has shown red spikes most days recently. In addition, my Hub 3.0 router has various warnings in the logs (RCS Partial Service (Warning!) and No Ranging Response received - T3 time-out (Critical)).

Please could you suggest what steps should be taken.

Thanks for your help.

[Kath_F]

Hi Patrol0818, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

Apologies to hear about the issues you have been having with your connection.

Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here: 

• Fault reference number: F009949771
• Estimated fix time: 28 JUL 2022 09:00
• Description: Status report || You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

I have made a note of this on your account so the relevant teams are aware you are affected. If there is anything else we can do, let us know. 

Thanks,

[Patrol0818]

Good evening

I continue to have issues with Virgin Media broadband on an almost daily basis with disconnects occurring usually in the evening. Every time I check the status it refers to there being issues in the area that are being worked on. What is the position please? 

[Reece_MH]

Hi @Patrol0818,

I'm really sorry to hear you're still having problems. I've taken a look at this on my end, and it does look like the fault that Kath has mentioned is still ongoing This has been updated to advise of a fix date for 16th August 2022 at 12PM.

I'm really sorry for any inconvenience caused,

[Patrol0818]

Hello. Please could you provide an update as there are still red spikes showing on the Broadband Quality Monitor and sometimes I cannot access the internet.

[Kain_W]

Apologies for the issues faced Patrol0818,

Just to give you an update, it seems the the ticket fix time has been extended to 12:25 today (29th August).

Many apologies,

[Patrol0818]

Hi Kain

I am getting red spikes on the BQM right now and am having internet access issues.

When will this be resolved pleased as these intermittent issues have been going on for some time now?

[Patrol0818]

I also had a really bad connection from 10am to 11am this morning, before I then lost connection totally from around 11am to 11.20am. 

[Martin_N]

We can certainly appreciate your frustration with this Patrol0818.

I have taken a look on our side and it is showing the estimated fix date of 02/09/22 15:00.

^Martin

[Patrol0818]

Thanks for the update.

Has this issue now been fixed? I'm still seeing a few red spikes from midnight to around 8am this morning.