Cancelled engineer visit and lying about the service
So my broadband has been out since yesterday, the Hub3 is showing the WiFi light on green and the status bar flashing green. I arranged an engineer. Got an email just now saying they've cancelled the engineer because it's a fault in the area, then an email to say it should be working now - and it isn't. And now I have to wait longer for an engineer. Thanks for lying to me Virgin.Wifi drops despite 3+ technician visits...
I'm experiencing an intermittent connection error which drops all connections for all computers, even with some computers disconnected it appears to still have the same effect. It's not specific to one NIC erroring. I'm providing all of the troubleshooting information I can in the hopes that anybody is able to help me pinpoint what's causing these issues. This is what my outage chart for a typical day looks like, the unpredictable outages are making WFH next to impossible. And here's the corresponding router logs and upstream/downstream. I've censored MAC addresses for obvious reasons. Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 411000000 3.7 40 256 qam 1 2 419000000 4 38 256 qam 2 3 427000000 3.5 38 256 qam 3 4 435000000 3.7 38 256 qam 4 5 443000000 3.9 38 256 qam 5 6 451000000 4.3 38 256 qam 6 7 459000000 3.7 38 256 qam 7 8 467000000 4 40 256 qam 8 9 539000000 5.5 40 256 qam 17 10 547000000 5 40 256 qam 18 11 555000000 5.3 38 256 qam 19 12 563000000 5.4 38 256 qam 20 13 571000000 5.6 40 256 qam 21 14 579000000 5.9 40 256 qam 22 15 587000000 5.6 38 256 qam 23 16 595000000 5.5 40 256 qam 24 17 603000000 5.8 40 256 qam 25 18 611000000 5.3 40 256 qam 26 19 619000000 4.8 40 256 qam 27 20 627000000 4.5 38 256 qam 28 21 635000000 4.5 38 256 qam 29 22 643000000 4.5 38 256 qam 30 23 651000000 4.6 38 256 qam 31 24 659000000 4.8 40 256 qam 32 Downstream bonded channels (Errors) Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 40.9 1789 48196 2 Locked 38.9 2081 0 3 Locked 38.9 2822 0 4 Locked 38.9 3959 61515 5 Locked 38.9 5022 0 6 Locked 38.9 5364 0 7 Locked 38.6 6189 0 8 Locked 40.3 5919 0 9 Locked 40.3 8065 0 10 Locked 40.3 9107 0 11 Locked 38.9 10969 0 12 Locked 38.9 11129 0 13 Locked 40.3 9693 0 14 Locked 40.3 13570 0 15 Locked 38.9 14993 0 16 Locked 40.3 16597 0 17 Locked 40.3 19217 0 18 Locked 40.3 20616 0 19 Locked 40.9 23114 0 20 Locked 38.9 26679 0 21 Locked 38.9 24552 0 22 Locked 38.9 19794 0 23 Locked 38.9 14352 0 24 Locked 40.3 10428 0 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 49600000 46 5120 64 qam 1 2 36600000 45.5 5120 64 qam 3 3 23600000 44.8 5120 32 qam 5 4 30099965 45.5 5120 64 qam 4 5 43100000 45.3 5120 64 qam 2 Upstream bonded channels (Timeouts) Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 0 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 1 0 4 ATDMA 0 0 1 0 5 ATDMA 0 0 1 0 Upstream bonded channels (Timeouts) Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 0 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 1 0 4 ATDMA 0 0 1 0 5 ATDMA 0 0 1 0 Log Data Time Priority Description 05/05/2025 02:31:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/05/2025 02:22:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/05/2025 02:14:3 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 04/05/2025 22:38:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 04/05/2025 22:27:31 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 04/05/2025 21:53:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 04/05/2025 21:46:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 04/05/2025 18:53:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 04/05/2025 18:39:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;Hub 5 Ethernet vs WiFi
Unboxed my Hub 5 today and set it all up correctly. Anyone have any ideas why when I plug 2 Ethernet cables into my hub the WiFi drops out every time without fail? I switched from the Hub 3 this morning with the same Ethernet cables and had no issues like this prior so I’m baffled why this is happening now? I either use my Ethernets for computers or WiFi for phones/TV. I can’t seem to run the 2 at the same time and I can’t find an answer as of yet. If anyone’s had a similar issue or a possible fix please help me out lolWiFi with Mobile Devices
I’ve noticed a few threads with issues around WiFi connecting to IPhones. I've been experiencing the same issues, however, my wife is on Android and having the same issue. We consistently have drop out on wifi with various apps buffering for ages. However, our Amazon fire stick seems to work okay. I’ve had two engineers out who can’t find any issues and even replaced the hub 5. It appears to work periodically, but will just stop and drop out frequently. I’m at my wits end as can’t find anything to resolve the issue. The last online chat resulted in Virgin sending us a WiFi booster, which I’ll try this weekend. As a last resort does anyone have any suggestions? We’ve had no issues for over a year, but something must have changed in the last 6 months as it’s complete hell now.Disney+ Not Working
Hey I switched to Virgin broadband last week and for the last 3 days I’m not able to access DisneyPlus. I have tried my laptop, phone, fire stick and sky box and it won’t work on any of them when I’m connected to Virgin. If I hotspot and use my mobile data it works so it is definitely a Virgin issue. I have tried resetting the app, clearing cache etc but no luck. Does anyone have a fix for this?Intermittent Signal for over 4 months
Hello, keep having intermittent signal and had this issues for over 4 months now, it is really, really annoying. I have had an engineer come and it did nothing. The issue is daily but starting from thursdays and on the weekends it gets a lot worse. I cannot even write a complaint as the site says something went wrong. What can I do?Disney + not working on WiFi
Hi, I've been having an issue with Disney+ not working on the wifi on any devices for over a month now. I've logged it with Disney+ support who have tried all the troubleshooting steps they have available and none of them work. I've restarted my modem hundreds of times, yet to no resolve. Disney+ support have escalated it to their next line of support however I've been waiting a month. Is there any solutions to this?I'm pulling my hair out,
We've had a terrible connection for a while now and had many engineers out, replaced everything and no solution, curious if anyone here has any advice. We have a broadband quality monitor and the results speak for themselves on quality but curious if anyone could give any feedback on potential causes? We are on the 1GB plan, we had some major trouble before I set up the quality monitor that resolve for a while somewhat and keeps coming back worse than ever, Video: https://drive.google.com/file/d/1PZWj1BXLAzTrvYPeH2z6j4htKV9s3CYY/view?usp=sharing Please if anyone can help or needs me to provide anything else that might be useful do let me know, thanks, -LRS