Intermittent connection issues
For the last couple of weeks, few times per day my internet completely drops for short time (usually less than 1 minute), and after that all is back to normal. This happens at completely random times - there are days when it doesn't happen at all, and other days when it happens several times. Once that happens VM service status page shows "Intermittent signal in your area", then it changes to "You need to book an engineer", and then it's back to "No broadband issues" (until next disconnect). The engineer came last week, he checked the wiring, signal, etc., and didn't find any issues on my side. He also replaced my Hub 3 with new Hub 5. Unfortunately the issue keeps happening after that. Here you can see how these drops look: Every time when these issues happen, the network log in the Hub shows multiple 'critical' entries such as: No Ranging Response received - T3 time-out 16 consecutive T3 timeouts while trying to range on upstream channel Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out SYNC Timing Synchronisation failure - Loss of Sync Could someone from VM have a look and help please? 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 330000000 6.4 41 QAM 256 25 2 138000000 4.7 40 QAM 256 1 3 146000000 4.9 40 QAM 256 2 4 154000000 4.9 40 QAM 256 3 5 162000000 4.9 40 QAM 256 4 6 170000000 4.9 40 QAM 256 5 7 178000000 5 40 QAM 256 6 8 186000000 5.1 40 QAM 256 7 9 194000000 5.3 40 QAM 256 8 10 202000000 5.2 40 QAM 256 9 11 210000000 5.3 40 QAM 256 10 12 218000000 5.4 40 QAM 256 11 13 226000000 5.4 40 QAM 256 12 14 234000000 5.5 40 QAM 256 13 15 242000000 5.6 41 QAM 256 14 16 250000000 5.6 41 QAM 256 15 17 258000000 5.7 41 QAM 256 16 18 266000000 5.6 41 QAM 256 17 19 274000000 5.8 41 QAM 256 18 20 282000000 5.9 41 QAM 256 19 21 290000000 6.2 41 QAM 256 20 22 298000000 6.3 41 QAM 256 21 23 306000000 6.3 41 QAM 256 22 24 314000000 6.4 41 QAM 256 23 25 322000000 6.4 41 QAM 256 24 26 338000000 6.5 40 QAM 256 26 27 346000000 6.7 41 QAM 256 27 28 354000000 6.7 41 QAM 256 28 29 362000000 6.9 41 QAM 256 29 30 370000000 6.9 41 QAM 256 30 31 378000000 7.1 41 QAM 256 31 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 41 2166 7079 2 Locked 40 4100 9616 3 Locked 40 4414 15176 4 Locked 40 8311 44157 5 Locked 40 8257 42752 6 Locked 40 8282 46018 7 Locked 40 3734 9961 8 Locked 40 4150 15136 9 Locked 40 2425 6338 10 Locked 40 5829 26867 11 Locked 40 2236 5521 12 Locked 40 1792 4249 13 Locked 40 2056 4722 14 Locked 40 7266 38180 15 Locked 41 2715 12483 16 Locked 41 2280 11454 17 Locked 41 2364 6014 18 Locked 41 2569 9438 19 Locked 41 1924 6029 20 Locked 41 3257 15859 21 Locked 41 1596 4954 22 Locked 41 1679 4609 23 Locked 41 2012 5221 24 Locked 41 3982 22531 25 Locked 41 1646 4652 26 Locked 40 1828 7782 27 Locked 41 1880 7241 28 Locked 41 1724 6518 29 Locked 41 2106 10214 30 Locked 41 1932 8377 31 Locked 41 1543 5268 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33 92 4K 1800 QAM 4096 1128 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33 Locked 41 6.3 238950482 76 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 51.5 5120 QAM 64 1 1 43100000 51.5 5120 QAM 64 2 2 36600000 52 5120 QAM 64 3 3 30100000 52.3 5120 QAM 64 4 4 23600000 52.8 5120 QAM 64 9 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 46 0 0 1 ATDMA 0 46 0 0 2 ATDMA 0 46 1 0 3 ATDMA 0 46 0 0 4 ATDMA 0 46 0 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 12 10.4 46.5 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 12 OFDMA 208 74000000 0 0Issue Linking Virgin Media Account to Virgin Media O2 ID Account.
Below taken from a previous discussion on this forum but as it's the exact same issue and they explained it well I've stolen it. Hi all - hoping posting here can shed some light on this whole process. I am a new customer with virgin media, and have just been sent all the emails through with my contract etc. on the email address I used to set up the account. The emails said to set up the My Virgin Media account, so I clicked the link and registered my Virgin Media O2 ID account. It then said to link that account to my Virgin Media account, however when I did so, it said that the email accounts don’t match, even though I used the same email address for both: “We’ve found your Virgin Media account However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID. If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to. We’ll then send an email to that email address to approve the transfer.” So I put my email in (the one from which I received all emails about my contract setup), but it is saying the email address doesn’t match even though I literally copy pasted it from my contract document. It gave me five attempts to put my email in and the same error message came up each time - I now have one attempt left and don’t want to use it in case my account gets blocked. Please could anyone advise on what I’m doing wrong or if this is a glitch or something?? It’s a bit of a niche problem I think, and I couldn’t find anything on the FAQs! I feel like I’m going insane because I’ve checked the email so many times to make sure there are no typos or anything but it’s still not working!section 21 notice, £280 disconnection fee
Hi, I have been served with a section 21 and, having just chatted with a web messaging agent, been told that I will need to pay £280 in early disconnection fees. This seems deeply unfair as I do not want to move but are being legally obliged to do so against my will. I would love to move into a new place and take the account with me but due to recent events and the cost of living crisis, I am now forced to move in with family who already have their own broadband set up. I have seen that others may have been helped by VM agents on this service. PLEASE HELP!New Build Property
I have a new build property that has virgin cabling and is connected to the virgin box, however, Virgin are saying they are unable to provide service to the property. I have spoken to the sales team who have been incredibly unhelpful and keep telling me to register my interest, which I did 7 months ago. The house next door is servicable (existing build). The sales department have said they are unable to connect me to anyone who can help or unable to send an engineer without placing an order, which they can't do as the system says no. There must be a way around this. We have been in this property for 7 months and not getting anywhere!Houses in our postcode have Virgin but not our property
Hi, I've seen a couple of similar posts regarding this but the new build property we're moving into doesn't have a BT line and the address is not showing up on the virgin address lookup. Other properties that have our postcode show up on the lookup but not ours. We've registered interest for our property but we're due to move in a couple of weeks time so we'd need internet setup for then. Is someone able to assist with getting this address added to the lookup so we can progress next steps. ThanksBroadband
So virgin can issued broadband to the house opersite my front door .. but don’t issue it to my house I think it’s because my adress is on a private road .. I spoke to two engineers outside my property as the box for the coms is outside my house and they both said it would be easy to do it as just run a line up the wall and into the house - I’ve been on the phone to virgin and explained I’ll pay for a engineers time to come to my house and see what is available and what they can do and she said she asked the question but because my adress isn’t on the the checker they can’t do that - inside the box on the door there was a list of properties and my adress was on there and all the addresses of the private road. What option have I got to get them to to do me broadband I’m currently with sky and because my house is big the WiFi is awful I get 70mpb but most of time I’m using my own 5g because it doesn’t work.
Intermittent packet loss and high latency
I was issued a new router (Hub5 I think) and upgraded to the gigabit service a couple of years ago and ever since I've suffered intermittent service problems. The symptoms are sudden high latency, usually accompanied by packet loss. Sometimes a reboot of the router will resolve it and other times I just have to wait it out for some hours. The last 24 hours have been particularly bad, I've had to restart the router three times. I've checked all the coax connectors til I'm blue in the face and spent hours waiting for an agent on whatsapp but they're just not interested unless the service is hard down. Is there some team that deals with issues like this? Maybe I just have a faulty router?Virgin Media have changed my contract without my permission
Simply put, I called the Virgin Media CS team two days ago on 12/7 to report a broadband signal issue in my area. Later on the call, they go through some of the upgrade options for my current contract. I told them I do not want any changes to my current package and will decide later on if I want to renew or not. However, I received an email today stating that my contract has been renewed and my package upgraded. I just simply want to go back to my old package and make decision later on this year about renewal. Does anyone know how to file a formal complaint so it can be resolved?VM connect app keeps asking 'are you at home?' when attempting to use home scan
I recently installed VM broadband and TV, and I can connect to the router (hub 5) with my phone and the VM stream box, but he VM connect app keeps asking 'are you at home?' whenever I attempt to use the home scan function - although I am already connected to the hub. I have tried rebooting the router and reinstalling the app but it makes no difference. I have also used different devices (iphone and ipad) but it is still the same. I'm not running any VPNs. I have already seen that at least one other person on this community is having this same problem. Can someone from CS please respond?
