Showing results for 
Search instead for 
Did you mean: 

Poor Connection

Just joined

I have recently had really poor connection speed, particularly on the upload speed which is sitting about 1.5 - 2 mbps.

I have also had several entries of the below over the past couple of days in the hub log:

08/07/2022 09:35:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2022 09:35:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


How do i fix this?

Many Thanks



Very Insightful Person
Very Insightful Person

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit

Once done we can comment.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Forum Team
Forum Team

Hi @stephanjm

Welcome to the community. 

Sorry to hear you're currently experiencing connection and speed issues at this time. I have taken a look at our systems and can see that your power levels are out of spec. We'll need an engineer to come and resolve this for you. Please join me on private message so I can locate your account. You can see your private messages at the top of the page, in the envelope icon.