Intermittent Signal in my area
For about a week now I have been experiencing frequent drop outs and speeds well below what is “guaranteed” by the gig1 fill fibre package and hub 5x. I called virgin media and was told they detect no issue, yet the problem has persisted. This WiFi package was only installed about 3 weeks ago and for 1 week it is has been dropping out. DH9 post codeHub 3 hot weather no Internet
Hi, during hot weather(25°+) my hub 3.0 led shows a steady red and the internet goes. It only comes back on when the weather/temp cools down. This consistently happened every hot weather day the last few weeks. I've had my hub 3.0 about a decade now but this is my first time with this issue. Service status for my area always shows as good. I check all connections and reset everytime but it only works for a min then it goes again. The only thing that solves it is waiting for the weather to cool🙁. It's been in the same spot with lots of space around it for years without issue until now.N8 - North London - Full broadband outage 11 days and counting
Just received yet another VM text kicking the can down the road another 3 days, to July 4th. But thrilled to hear that "an engineer is on their way"! (for the 10th time). I have zero confidence that it will be fixed at this time. I have zero confidence in Virgin Media, at this point. Their handling of this is beyond dreadful; it's non-existent. Yes I have reached out and lodged a complaint, but the "resolution" that I received in response is an automated copy-and-paste travesty that simply repeats the nonsense in the text messages. In the 30ish years that I have had Internet to my home, this is the very first time experiencing an outage that has lasted more than a day, anywhere. I am in London, and there are internet lines strung everywhere. Why has no technician been rerouting the line to our property after the first 24 hours? Utterly pathetic. A shame, as the service was reliable until 12:30 on Jun 20th, when it went dead. I suspect that I am now experiencing the true face of Virgin Media... which is utterly awful. Is there anyone else in the Crouch End area experiencing the same outage?Broadband Dropouts - slow speed– SYNC Timing Errors
I’m experiencing ongoing broadband dropouts that closely resemble the issues described in the following community threads: Broadband connection keeps dropping SYNC Timing Synchronization failure – Loss of Sync My Virgin Media Hub is currently operating in modem mode, and I’m using an ASUS GT-AX11000 router to manage my home network. The dropouts affect both Wi-Fi and wired (LAN) devices, including critical appliances connected directly to the router. Symptoms include: Sudden and repeated loss of internet connectivity across all devices Devices remain connected to the router but lose access to the internet Dropouts occur randomly, sometimes multiple times per day Router logs show normal operation, suggesting the issue is upstream Given the similarity to the SYNC Timing Synchronization failures described in the community posts, I suspect this may be a signal-level or infrastructure issue. I’ve already: Verified all coaxial and Ethernet connections Updated router firmware Monitored logs and confirmed no local faults Could you please: Review the line signal levels and error logs from your end Confirm whether SYNC or RCS errors are present on the hub Advise if an engineer visit is required to inspect the line or cabinet I’d appreciate your support in resolving it promptly. Modem logs: Hub 3.0 device information The information below shows current status of this Hub 3.0. Standard specification compliant : DOCSIS 3.0 Hardware version : 10 Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 139000000 0.7 37 256 qam 1 2 147000000 0.5 38 256 qam 2 3 155000000 -0.4 37 256 qam 3 4 163000000 0 37 256 qam 4 5 171000000 -0.4 37 256 qam 5 6 179000000 -0.2 37 256 qam 6 7 187000000 -0.4 37 256 qam 7 8 195000000 -1 37 256 qam 8 9 203000000 -0.2 38 256 qam 9 10 211000000 -0.5 38 256 qam 10 11 219000000 -0.2 36 256 qam 11 12 227000000 0.2 36 256 qam 12 13 235000000 -0.2 38 256 qam 13 14 243000000 -0.5 38 256 qam 14 15 347000000 1.9 38 256 qam 27 16 355000000 2 38 256 qam 28 17 363000000 1.7 38 256 qam 29 18 371000000 1.5 38 256 qam 30 19 379000000 1.7 38 256 qam 31 20 387000000 1.7 38 256 qam 32 21 395000000 1.2 38 256 qam 34 22 403000000 1.7 38 256 qam 35 23 411000000 1.2 38 256 qam 36 24 419000000 1.2 38 256 qam 37 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 37 37506135 813077 2 Locked 38.6 193431 36024 3 Locked 37.6 53283 2123 4 Locked 37.6 45627 1539 5 Locked 37.6 34557 1907 6 Locked 37.6 22829 1759 7 Locked 37.3 27275 803 8 Locked 37.6 18276 570 9 Locked 38.6 13821 428 10 Locked 38.6 15725 146 11 Locked 36.6 19200 171 12 Locked 36.6 19469 95 13 Locked 38.6 13178 62 14 Locked 38.9 10716 183 15 Locked 38.6 1711 74 16 Locked 38.6 1419 28 17 Locked 38.6 2184 28 18 Locked 38.9 1868 33 19 Locked 38.6 3943 42179 20 Locked 38.6 2769 993 21 Locked 38.6 2838 40 22 Locked 38.6 1801 27 23 Locked 38.6 3640 15572 24 Locked 38.6 1144 18 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 30100000 48.5 5120 64 qam 9 2 36600034 46.8 5120 64 qam 6 3 23600000 48.3 5120 64 qam 10 4 43099997 50.3 5120 64 qam 5 5 49600000 49.8 5120 64 qam 4 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 1 0 2 ATDMA 0 0 2 0 3 ATDMA 0 0 4 0 4 ATDMA 0 0 1 0 5 ATDMA 0 0 0 0 Network Log critical SYNC Timing Synchronization failure - Loss of Sync;CM-
Virgin media full outage & compensation
Firstly, the outage is still ongoing All internet & TV were lost at around 9:40pm on Saturday night. It is now Monday 1:30pm & still no internet etc. Have had text stating it is expected to be fixed TOMORROW by ~1:00pm, so that'll be a total of ~64hrs without internet or TV, can't even watch any recordings I have registered loss of service, so I guess by 9:40pm tonight I would expect this would count the start of compensation EXCEPT I've re-read the automatic compensation page online g it seems the fact that compensation is apparently if you have loss for 2 WORKING days Is this right ?, surely compensation should be if loss for 2days regardless of whether work days or weekends. People work from home probably over the weekends, so loss of internet over weekends should be compensated .. shouldn't they ???Need Help Returning Equipment
I recently left Virgin Media and they sent me a box to return their equipment in. This never arrived. I am now receiving emails saying they will fine me if I don't send it back. Is there a way to get them to resend the box or to request a new label for me to send it myself, I really do not want to pay a fine when it's not even my fault. Please HelpIntermittent 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 0
