Two Customers sharing single VM COAX cable - please check line stats. Sub optimal connection

[DizzyIT]

I am a long time customer of Virgin Media since 2016 at my current address, currently on the 350mb package. The neighbouring flat have started using Virgin Media and we are now sharing a single COAX cable. The install date was 30/08 in the early afternoon and you can see from the BQM graphs having a second connection has severly affected our service. The connection was so bad in the late morning and early afternoon that around 3pm on 31/08 I went out and traced my cable, which was now loose in the device that splits the COAX cable from the street into the two connections. There were also a lot of errors in the hub/router logs, which I have attached below. Once I tightened the cable connection the frequency of the errors reduced, however we are still seeing worse service on the BQM graph than before we started sharing the COAX line. This includes still seeing a higher rate of errors in the logs.

Please could you check the line stats? See attachments below for details.

Thanks

I have attached images that show:

30th August (Install day)

 31st August (Install day +1)

27th August (Previous Friday for reference)

Live Link to BQM 

Older logs saved before they were lost 30th and 31st August

Time Priority Description
31/08/2021 13:20:33 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:26:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:26:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:20:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:18:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:13:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 11:13:36 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 10:57:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 10:57:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:56:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:55:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:49:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:45:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:45:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:25:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:25:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:15:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:15:41 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:14:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 23:14:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Newer Logs

13/09/2021 08:18:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2021 11:02:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 08:18:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 07:38:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 05:39:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Zoie_P]

HI DizzyIT, 

I am sorry to hear you are having issues, I have located your account and can see you are currently affected by an SNR outage the ETA for this is 23 SEP 2021 14:10

Zoie

[DizzyIT]

@Zoie, does this mean an engineer is scheduled to attend our property to correct both my connection and my neighbours connection?

[lotharmat]

Usually this means that there is a wider issue to just your property - Chances are this is what is affecting you rather then the shared CoAx and will be resolved once the work is done!

If, by any chance it doesn't improve - then a tech visit will be booked to see why and fix!

[Lee_R]

Hi @DizzyIT thanks for getting back to us.

As per the advice by @lotharmat there's a wider impacting issue sorry.  I would ask that you re-contact us after the current estimated fix time and we'd be able to look into this further.

Regards

Lee

[DizzyIT]

Has the fix been implemented as the date has been passed (yesterday) when it should have happened?

[jpeg1]

The area fault should have been posted on 0800 561 0061. 

If it's reporting no issues then the fault should have been cleared.

[Corey_C]

Hi DizzyIT,  I've sent you a private message to confirm your account details so we can take a look at your connections.

Cheers,

Corey C