Connection issues
Hi I have a fellow virgin Broadband account holder who has been having issues with his connection. The initial fault was found in a remote connection which was eventually sorted. He has however still got no connection and has spent many an hour waiting on the phone to get no result. He is a builder and it's interfering with his ability to get quotes across and order supplies. Whats his best course to get this sorted. He is not very technically minded so really needs an engineer at his address to sort it. Thanks Nigel
Moved home, account shows as closed
I have moved home and my broadband was supposed to be available at my new home today. It isn’t and I haven’t been able to speak to anyone at Virgin who can help me. Logging onto my account shows my old address and a closed account. I need internet so I can work. Not impressed with the service provided.Brand new router no internet connection
I have just received a new router as I have moved into a new house. I’ve followed all the instructions perfectly, the router is connectable but has no internet connection. I’ve followed all the troubleshooting steps but nothing changes. The router boots up with a green light and the wifi symbol is shown, once the connection is discoverable it turns to a white light. Any ideas?My Internet is disconnecting intermittently even with ethernet cable
I have tried the following fixes: 1. Factory reset the router 2. Bought an ethernet cable to directly plugged my PC to rule out WIFI being the problem. I checked the network log, and every day I have reports of the following nature that seem to correlate with the disconnections (see table 1 below). Can anyone tell me what I must do? I recently spoke with Virgin on the phone and they were telling me its possibly because I'm on the m125 package and I could be 'using too much internet', but its disconnecting when the internet is not even been used. Additionally, I've had virgin for over a year and this disconnecting issue only started this past month. It's unbearable as my partner works from home and it can drop out every 10 mins sometimes. table 1 (Router Status - Network Log) Router status 22/01/2025 19:56:52 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:55:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:43:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:43:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:43:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:41:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:22:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:22:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:18:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:18:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:09:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:08:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:02:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 19:00:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 18:57:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 18:57:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 18:36:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 18:36:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 18:21:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2025 18:21:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;