mutineer
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Re: Intermittent Service - Persistent Issues in Area
They reported it fixed and a few hours later the 'intermittent' service returned and crashed the conference calls we were running. This service is not fit for for purpose. Another 'there is a problem in your area' message has appeared, so the cycle begins again.Re: Intermittent Service - Persistent Issues in Area
BQM showing regular spikes of 20% packet loss and latency >170ms. Modem mostly managing to stay connected and buffer on 360 box is just about keeping the video stream going. So I guess they won't credit for loss of service. I'll save the evidence for end of contract. I hope to move to an area where there is a better cable service provider.Re: Intermittent Service - Persistent Issues in Area
Yes. They think it won't be fixed until early November now. BQM set up. One separate question: my 360 box and modem are separately connected via a splitter on the incoming coax from the street cabinet. It has all worked fine until recently when 'works' started somewhere and we got intermittent service. Is this an unusual hardware config? Helpdesk seemed happy with it and could not see issues from their end.Intermittent Service - Persistent Issues in Area
For the last 2-3 weeks we have been suffering a 'problem in your area' with engineers working somewhere for several days. After they reported the problem cleared, I checked for errors and still saw a few sync errors on the hub 3 (in modem mode), and then a couple of broadband service losses and some TV service dropouts on the (parallel) 360 box. I reported these, but the helpdesk could not see anything abnormal over their diagnostics, and tried to up-sell a faster service with a new hub ..for some horrendous extra monthly fee which I declined, asking them instead if we could get the services I have been paying for for 27 years to work properly first. The service has remained 'spotty'. I am seeing many sync errors in the log and hundreds of thousands of downstream post RS errors, tens of thousands of pre RS errors: 27/10/2025 15:42:22 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:42:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:41:42 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:41:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:41:40 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:40:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:40:4 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:40:3 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:39:16 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:35:39 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:35:39 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:35:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:28:36 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:28:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:27:55 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:27:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:27:53 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:27:52 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:27:43 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; 27/10/2025 15:27:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0; Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 37.6 31662 223734 2 Locked 38.6 32754 231278 3 Locked 38.9 34055 223029 4 Locked 38.6 53941 312821 5 Locked 38.9 56933 304857 6 Locked 38.6 61628 297815 7 Locked 38.9 70813 285776 8 Locked 38.6 89768 263363 9 Locked 38.9 119563 229546 10 Locked 38.6 158531 185470 11 Locked 38.6 203782 131780 12 Locked 38.9 229576 97192 13 Locked 38.6 242101 72754 14 Locked 38.6 247474 54713 15 Locked 38.6 246829 36767 16 Locked 38.6 237767 16854 17 Locked 38.9 46979 17 18 Locked 38.6 33126 3 19 Locked 40.3 23170 0 There is an engineer on the case, I think, but I'd be grateful for any indication from folks on here as to what is going on, and whether the service is likely to erode further. Many thanks, NickRe: Email password
I have the same issue I think. I had additional ntlworld.com email addresses and it is not possible to create email app passwords for them because the Manage email app password option is not presented anywhere. The ntlworld.com addresses are shown as 'not valid' when trying to log in. Only the main account email address shows up under ID settings. Seems like the accounts have been deactivated or deleted? @ John_GS did you get anywhere with this?Re: Free upgrade from Hub 3 to Hub 5 please
No, I didn't get an offer of an upgrade. However, I did discover that the problems I thought I was having with my own kit were in fact a VM street issue in Brighton. Should have checked that earlier. :-( Last time I asked for a hub 4, they wanted me to pay.Re: Customer Service and Renewals
Thanks, at least it is free to wait for 48 minutes on the line, and customer services do offer callbacks to mobile. A renewal, with a continuation of the existing discounts was eventually arranged over the phone. Chat is simply not adequate for contract renewals. As for logging into the account reveals a mass of up-selling, and no simple 'best and final price for what I have now' option. If there was a simple message posted at the start of the chat that before starting you will need the memorable word (telephone password) to continue an account discussion that would avoid a lot of time wasting for customers and yourselves. If that information is available already in the account holder's authenticated browser session and account page supposedly linked/bound to the chat session, what is the purpose of asking the user to authenticate again with it? Or is it that your web auth doesn't work reliably/securely, so that you have to ask for the password anyway?Re: Customer Service and Renewals
I eventually got through to an agent in a chat opened in a browser session in which I was logged in to my account. Despite this the agent took me through full verification and also asked for the customer contact password. I did not have that to hand - that wasn't explained up front in the chat. After 3 incorrect attempts the agent locked me out of the account and asked me to try again in 24 hours. This is neither secure nor convenient. Best to call 0345 454 1111. Shame about the call charges!
