PACKET LOSS/DROPS
I've been having issues where my connection experiences spikes and complete dropouts, 30 minutes apart. I have been running BQM since Friday 6/6/25, as you can see in the attached graph from 8th-9th, the space between drop outs are quite consistent. I have: - Fully reset to factory settings. - Disabled IP Flood Detection (suggested solution on another site) - Tested other devices (another PC, 4 Phones, Xbox Series X, 2 TVs) all experience the same connection issues. - Pinged various IP Addresses and all came back with no loss. I am connected via Ethernet to the 10gbps port, my PCs ethernet port is compatible with those speeds: https://www.speedtest.net/my-result/d/812c9d78-d2e7-4766-9f17-9cd7acd688b1 Other devices are Wifi (PC is Wifi 6, rest are 5ghz/2.4ghz) Package Info: 2gig up and down These are my router stats: PON modem status Online Connection mode IPOE IPv4 firewall Online IPv6 firewall Online IP_VOIP Down IP_DATA Up Transceiver temperature 29 Transceiver voltage 3 Laser bias current 12 ONT transmit power 5200 ONT receive power -16400 Network access Allowed Baseline Privacy disabled PON Mode XGS-PON 09-06-2025 11:12:46 notice GUI Login Status - Login Success from LAN interface 09-06-2025 11:11:29 notice erouter0 ipv6 address is empty 09-06-2025 10:56:29 notice erouter0 ipv6 address is empty 09-06-2025 10:41:29 notice erouter0 ipv6 address is empty 09-06-2025 10:31:20 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:31:14 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:30:37 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:30:06 notice GUI Login Status - Login Fail from LAN interface 09-06-2025 10:26:29 notice erouter0 ipv6 address is empty 09-06-2025 10:11:29 notice erouter0 ipv6 address is empty 09-06-2025 09:56:29 notice erouter0 ipv6 address is empty 09-06-2025 09:41:29 notice erouter0 ipv6 address is empty 09-06-2025 09:36:50 notice IPoE IPv4 ping failed 09-06-2025 09:26:29 notice erouter0 ipv6 address is empty 09-06-2025 09:11:29 notice erouter0 ipv6 address is empty 09-06-2025 08:56:29 notice erouter0 ipv6 address is empty 09-06-2025 08:41:29 notice erouter0 ipv6 address is empty 09-06-2025 08:37:10 notice IPoE IPv4 ping failed 09-06-2025 08:37:00 notice IPoE IPv4 ping failed 09-06-2025 08:26:29 notice erouter0 ipv6 address is empty 09-06-2025 08:11:29 notice erouter0 ipv6 address is empty 09-06-2025 07:56:29 notice erouter0 ipv6 address is empty 09-06-2025 07:41:29 notice erouter0 ipv6 address is empty 09-06-2025 07:36:49 notice IPoE IPv4 ping failed 09-06-2025 07:36:39 notice IPoE IPv4 ping failed 09-06-2025 07:26:29 notice erouter0 ipv6 address is empty 09-06-2025 07:11:29 notice erouter0 ipv6 address is empty 09-06-2025 06:56:29 notice erouter0 ipv6 address is empty 09-06-2025 06:41:29 notice erouter0 ipv6 address is empty 09-06-2025 06:36:59 notice IPoE IPv4 ping failed The network logs go much further, with regular error messages stating "IPoE IPv4 ping failed". This will be the 2nd router I am on, having the 1st replaced by an engineer for similar issues. Frankly, at £96 per month, I expect a far superior service. The speeds are good, sure, fantastic even. But it's no good having "lightning speeds" when you can't use them! If anyone else is experiencing this issue, or similar, please feel free to contribute your findings. VM, I eagerly await your advice/solutions as this is now affecting my employment. Regards.Constant Disconnects / SYNC Timing Synchronization failiure
Internet Frequently disconnects multiple times a day for up to 5 minutes rendering it completely unusable. Sometimes if i check the logs it is accompanied by a SYNC Timing Synchronization failiure but often disconnects are not accompanied by one. Been happening for at least a month. Multiple router restarts and the problem persists. Network Log From Today Mod Edit: Details Removed / Personal information Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 49599556 49.5 5120 32 qam 1 2 36599900 50.3 5120 32 qam 3 3 23599933 49.7 5120 16 qam 5 4 30100266 49.8 5120 32 qam 4 5 43099984 49.8 5120 32 qam 2 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 2 0 2 ATDMA 0 0 3 0 3 ATDMA 0 0 3 0 4 ATDMA 0 0 6 0 5 ATDMA 0 0 3 0 Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 138750000 -2.7 36 256 qam 1 2 146750000 -2.7 35 256 qam 2 3 154750000 -2.7 35 256 qam 3 4 162750000 -3 34 256 qam 4 5 170750000 -2.5 32 256 qam 5 6 178750000 -2.4 35 256 qam 6 7 186750000 -2.5 34 256 qam 7 8 194750000 -2.2 35 256 qam 8 9 202750000 -1.7 38 256 qam 9 10 210750000 -2 37 256 qam 10 11 218750000 -1.4 34 256 qam 11 12 226750000 -1 33 256 qam 12 13 234750000 -1 38 256 qam 13 14 242750000 -1 38 256 qam 14 15 250750000 -0.7 40 256 qam 15 16 258750000 -1 38 256 qam 16 17 266750000 -0.7 38 256 qam 17 18 274750000 -0.5 40 256 qam 18 19 282750000 -0.9 38 256 qam 19 20 290750000 -0.5 38 256 qam 20 21 298750000 0 38 256 qam 21 22 306750000 -0.4 38 256 qam 22 23 314750000 0 38 256 qam 23 24 322750000 0.5 38 256 qam 24 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 36.6 -775972770 4624805 2 Locked 35.5 1620671156 16882699 3 Locked 35.7 38286152 1161060 4 Locked 34.3 624128 63630 5 Locked 33 55030039 905192 6 Locked 35.7 266055 43429 7 Locked 34.2 5686489 181317 8 Locked 35.7 227298 24868 9 Locked 37.6 194516 15356 10 Locked 37.6 205668 20139 11 Locked 34.4 1677980 27486 12 Locked 33 69106813 12441 13 Locked 38.9 96254 8225 14 Locked 38.9 75161 7737 15 Locked 40.3 72805 5373 16 Locked 40.3 73534 3863 17 Locked 38.9 62083 2584 18 Locked 40.3 49057 1597 19 Locked 40.3 54626 2613 20 Locked 38.9 65460 3354 21 Locked 38.9 71817 2307 22 Locked 38.9 70004 2566 23 Locked 38.9 49785 2824 24 Locked 38.9 45446 1945Unable to successfully start the hub3
Ever since i moved from my old address into th new house, i haven't been able to get the internet up and running. All the lights on the hub look fine, but i just can't get it to activate through the app.i've sorted it all out my moving contract been reactivated, and all my billing addresses have been updated too.Virgin Media Outage
I live in WS10 (Wednesbury) in the West Midlands (Sandwell). I've experienced outage in my area since 31st March 2025 (it is now 2nd June 2025!). I signed up for SMS updates and get multiple SMS's every day extending the date for resolution. All say that the latest update is that an engineer is on site and they're working to fix the problem - then multiple times every day extending the date and/or time for resolution. I work from home for mental health services in the NHS and every day has been distressing for both myself and patients when I'm constantly, multiple times a day, unable to connect to MS Teams or get kicked out of my meetings. I've been forced to make a complaint today via the on-line form - which wasn't working either(!) which has been a further source of frustration. Wonder if anyone in the area is experiencing the samePing spikes since switching to VM and can't get through to anyone
Switched to VM in NOV 2024 on 18 month contract (M350) and get short ping spikes, spikes to anywhere between 100ms and 1000ms for like half a second then comes back down, every minute or so. Dealt with it for a few months maybe thinking it was just because I think VM recently became available in my area but now its just getting obnoxious. Past 2 weeks connection has been fully dropping for 5 to 30 minutes at a time at least once a day. Set up a BQM on thinkbroadband.com quite a while ago. Tried to call, can't get through to a human being. Can't chat to anyone online now because all it say is theres an issue and they are dealing with it but when it gets to the resolution date it just changes the date to the next day. Just would like any input on what I can do, don't want to pay cancellation fee but cant get through to anyone and would like to know whats going on in my area as others on VM in other places are fine. BQM Link for todays graph - https://www.thinkbroadband.com/broadband/monitoring/quality/share/6ab13255d0ee07331592fb9735b44fc3dd47ac36bad experience of customer service
I'm writing to express my frustration regarding the poor customer service I've experienced not only over the past few days but also consistently over the last couple of years. Each Time I've contacted customer service to speak with a manager about on-going issues, I'm told that no managers are available. Frankly, this seems very unlikely and quite unacceptable. At present, we've had no internet or TV services for the past three days. An Engineer visited and confirmed the issue requires the Networking Team to repull a cable. He also stated this should be a straightforward fix - the cable simply needs to be attached to the wall, with no roadworks required. This is a brand new cable that has been broken and has only lasted 11 months. However, I've now been told we'll need to wait until the 29th for this issue to be resolved. Frankly, that is incredibly disappointing and deeply frustrating, being without service for two weeks is not something we can manage- this isn't just an inconvenience, its a major disruption to our daily lives. To add to this, the engineer has apparently attended site and nobody answered. However I have been in the house all day waiting for the Engineer. I have two children, and one of them has special needs. We rely on a stable internet connection to maintain her strict routine and access essential support services that help her manage day-to-day. Without it, we're left struggling- this situation is placing unnecessary stress on our family and affecting her well-being. I would appreciate it if this matter could be escalated and resolved as soon as possible please.VM Hub 5x flashing red light
Had 1 gig fibre for a few months now, every now and again the internet goes down and a reset normally fixes it. Came home from work to no internet and the hub flashing red, and after 4 hours of messing with it, I'm still without any connection. Followed the guidance through through the my VM app, and ended up stuck in a loop where it said my Hub wasn't connected correctly, so I would carry out the steps it said, only to be told it wasn't connected correctly and to do it all again - I foolishly did this 4 times... to no avail. Tried ringing customer service on 3 occasions, ended up stuck in a loop again, with the automated service saying the same thing over and over, saying I'll get a message if I have any more problems - I never did. Opened various chats in the 'message us' section, no one ever responded. Sent in a WhatsApp, no one responded. It's almost like VM don't want their paying customers contacting them, and make it impossible to do so. So now I'm stuck with no internet, having only gone with VM for quicker connection for Sky Glass, and I work from home a lot too. Firstly, send an engineer to fix my internet, and secondly, make it easier for customers to contact you in times of need please VM. Matt.TV & Internet going down
Hello, Over the last couple of days my internet and tv have been going down intermittently in the afternoon. Sometimes for a few seconds, sometimes for 5 or 10 minutes. I haven't been notified of any repairs going on in my area so I'm not sure if it's just me. Just thought I'd let you know in case I get cut off again. Thanks, Santosh
