Flashing red light on router and solid red light on wall box
My Internet died at about 8pm last night very suddenly, we have had no issues with any services until now. Tried to reboot several times with no success, the automated line claims there are no issues in our area, yet the app runs tests and tells me that there is an issue in my area and that the engineers are on the case? I cant get hold of anyone to report the issue and I'm sceptical as to whether their engineers are actually doing anything about it. Anyone else have similar issues? Or can give me an account of their experience with this sort of thing? I want to log it as an outage to get the compensation but that also seems impossibleOutage - 7 days
Hi, There is a 7 day outage in my area. The call centre operative says that. However when I said I need Internet at home - the call centre operative said that I can buy a dongle kit and virgin shall reimburse but would not give me any further details. What dongle can I buy and does anyone have experience of Virgin will honour this?Hub 3 not providing service paid for.
WiFi: House of 6 all complained to me (bill payer) that WiFi does not work. Fully recreated issue on my computer/laptop/phone. WiFi will either not work at all ei no connection or will connect and then not be able to take you to web. ethernet: Go to plug my computer or laptop into hub 3. Comes up with unidentified network. Proceeds to not work. Even when ssid comes up computer is not connected to internet. No issue on previous Ethernet connection held by either device. I would personally like a technician out as have had similar issues with previous virgin wifi. I want someone with more experience to assist in making my virgin internet better please. many thanks Aidan FInternet outages, packet loss, general lag for the past 6 months with terrible customer service
To whom this may concern, As the title suggests, I have been having random internet outages, packet loss and general lag for the past 6 months. Our internet is consistently inconsistent, having minimum one to two internet dropouts a day. We have had numerous technician visits to discover and fix the problem. The first two visits didn't resolve our problem, but then a visit in late June discovered that the internet cable from the cabinet outside to our house was damaged in some way or another. We were told that works for replacing this cable would happen within the next week, around June 3rd, but was then delayed to July 10th. July 10th came around and this work never happened. They delayed this date back to July 19th, and somebody showed up that day and said that they would be replacing the cable. Again, no work was done and the cable wasn't replaced. We were told that the date was delayed back to July 22nd. And again, the cable was still not replaced. The date was again delayed back to September 19th. I managed to complain online through the Virgin Media official twitter account and create a new appointment on September 3rd. Again, nothing happened. I confirmed with the Virgin Media twitter account that the original reschedule to September 19th was still happening. Again, nobody showed and the cable has still not been replaced. We now have a new rescheduled date being October 8th, but we are so sick and tired of these lies. We are not ready to wait another 2 weeks for Virgin Media to do the same exact things. We have tried contacting Virgin Media through phone (which is a extremely difficult trying to contact someone real in the first place), emails, and online through twitter messages. We have had little to no help or resolvent at all from any of it, just broken promises. It has been affecting my entire family - it has affected my final year of university (a computer science degree which heavily relied on the internet), it is affecting my job search and online projects, my online gaming, my fathers remote work from home, my mothers online lessons and classes, my brothers online courses and trading, my family's online entertainment. It is affecting everything. It cannot go on any longer. I can't even begin to describe how angry and frustrated we are. Why are Virgin Media refusing to replace our cable? Why are we not being updated on what is actually happening with the works? It's utterly unacceptable. We are looking more towards complaining to an ombudsman or taking legal action now, but I wanted to give this a try as a last resort. I had originally forgotten about this official forum page and I'm frustrated I haven't used this sooner. I have created a Broadband Quality Monitor from thinkbroadband.com and have monitored our service through there. I will attach some screenshots of the service that we have been receiving and broken promises from over the last few months. We demand that this cable is replaced and our internet fixed. We also demand some compensation for the unreliable service and support. I hope this can post can get attention from more Virgin Media representatives so that this problem can finally get resolved.Repeated regional outages
Having been with Virgin for as long as I can remember-15 years maybe, this year there has been multiple region outages every month and this month the connection is down more than up. How is it possible to be so appallingly bad at permanently fixing an issue and why don’t I get any kind of explanation. Service is so bad that I have terminated now and moving to Sky in a few days but very sad to see Virgin stoop so low
Unreliable broadband, Basingstoke (area 31), since yesterday's maintenance window
There was supposed to be some maintenance in my area yesterday between 9AM and 3PM. After about 2PM yesterday, I noticed broadband disconnections but as this was in the maintenance window was not bothered. Today my broadband has been unreliable, and after I rebooted my cable modem around 9-ish the connection hasn't come back, even after more subsequent reboots. The cable modem hasn't managed to get the time yet - it thinks it's 1970. According to my bill, I'm in Area 31. Item Status Comments Acquired Downstream Channel (Hz) Update in progress Scanning Ranged Upstream Channel (Hz) Update in progress Provisioning State Offline Network Log Time Priority Description 01/01/1970 00:34:33 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:34:7 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:34:3 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:33:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 10/05/2024 07:03:36 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 10/05/2024 07:02:47 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 10/05/2024 07:02:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 10/05/2024 07:02:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 10/05/2024 07:02:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 10/05/2024 07:02:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 10/05/2024 01:36:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 10/05/2024 01:36:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/05/2024 19:43:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;Frequent broadband outages for last few weeks
For the last few weeks I have had intermittent broadband outages lasting for a few minutes at a time, happening at any time of day. I have a Hub 3.0 In the network log the most common errors are: SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; I have been through all the diagnostic steps, and tried the usual reboot sequence etc. I have also seen other reports on here of folks suffering the same issues but none seem to indicate how I can fix the problem.Latency and Packet Loss Spikes for Months, Are These Power Levels Normal?
Hey everyone, for the last few months we have been having very high packet loss and latency spikes (ranging from only a few seconds to a few hours at a time). For a quick example here is the connection today to OpenDNS. With average latency of around 900ms during the window (the graph is for 3 hours). Before and after will be okay with latency of between 10 and 21ms. Local traffic is completely fine. The box is a SuperHub 3 and has been running in Modem Mode for years. I have been trying everything and speaking to Virgin Media but as the issue is intermittent they are not interested in investigating. One final thought I have is that it might be related to power levels. I don't really know anything but I feel the T3 timeouts look a bit high. What do people think? This was also during a period of the connection working, will try and capture it during a spike next time. Also, thank you so much for any time you spent on this. It has been driving me insane. Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 331000000 5.4 38 256 qam 25 2 339000000 5.5 38 256 qam 26 3 347000000 5.5 38 256 qam 27 4 355000000 5 38 256 qam 28 5 363000000 5.1 38 256 qam 29 6 371000000 5 38 256 qam 30 7 379000000 5.5 38 256 qam 31 8 387000000 5.5 38 256 qam 32 9 395000000 5.4 38 256 qam 33 10 403000000 5.6 38 256 qam 34 11 411000000 5.5 38 256 qam 36 12 419000000 5.1 38 256 qam 37 13 427000000 5.1 38 256 qam 38 14 435000000 4.3 38 256 qam 39 15 443000000 4.1 37 256 qam 35 16 451000000 4.1 38 256 qam 40 17 459000000 3.9 37 256 qam 41 18 467000000 3.7 37 256 qam 42 19 475000000 3.4 37 256 qam 43 20 483000000 2.7 37 256 qam 44 21 491000000 2.7 37 256 qam 45 22 499000000 2.5 37 256 qam 46 23 507000000 2.2 37 256 qam 47 24 515000000 2.5 38 256 qam 48 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 38.9 12 4 2 Locked 38.6 18 3 3 Locked 38.6 10 0 4 Locked 38.6 0 0 5 Locked 38.6 15 0 6 Locked 38.9 15 0 7 Locked 38.6 10 0 8 Locked 38.6 7 0 9 Locked 38.6 6 0 10 Locked 38.9 5 0 11 Locked 38.6 5 0 12 Locked 38.6 0 0 13 Locked 38.6 5 0 14 Locked 38.6 1 0 15 Locked 37.3 5 0 16 Locked 38.6 6 0 17 Locked 37.6 8 0 18 Locked 37.6 8 0 19 Locked 37.6 5 0 20 Locked 37.6 5 0 21 Locked 37.6 4 0 22 Locked 37.6 23 0 23 Locked 37.6 2 0 24 Locked 38.6 7 0 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 49600000 49 5120 64 qam 1 2 36600000 48.8 5120 64 qam 3 3 23600068 48 5120 16 qam 5 4 30100000 48.3 5120 32 qam 4 5 43100000 48.8 5120 64 qam 2 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 4 0 2 ATDMA 0 0 2 0 3 ATDMA 0 0 10 0 4 ATDMA 0 0 3 0 5 ATDMA 0 0 4 0Constant issues in my area
I am coming here as a last resort as I am constantly having issues in my area. Constant area fault. Engineer appointment being cancelled because of area faults. Just in December alone there has been 2 flown blown outages with no TV broadband for 2 full days in two occasions. And now a new faults from 12th December which is marked as estimated repair date as 5th January. For the past 4/5 months it’s been continuous one week working and next week new faults. Or an area repair required. I hope someone from Virgin Media here is able to look at the issue for me. And explain the causes of my issues. Fault codes: End of November to 1st December: F011098310 (Outage) December 5th and 6th: F011106702 (Outage) And now the current fault from 12th December to estimated repair as 5th January 2024. F011117922 (Very high intermittent signal issue practically unusable). I have called, WhatsApp, Tweeted and emailed numerous times and it still has not helped. I am constantly being told the issue would be fixed and repaired. However time after time a few fault code is put up. Now I have to plan Christmas/New Years without internet? I am a gig1 customer and this is not the level of service I signed up for. This is the most unreliable internet I have ever had. Is there something happening in my area for constant repairs? Low quality repairs? Upgrades? What is it? How are VM okay with offering no support to customers and allowing constant faults occurring. The loss of service is very strategic from VM also. Just before 48hours is about to pass the fault will be shown as fixed. And followed by a new fault. Constantly. Stats: 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 306000000 5.7 41 QAM 256 22 2 138000000 2.9 38 QAM 256 1 3 146000000 2.8 38 QAM 256 2 4 154000000 2.9 38 QAM 256 3 5 162000000 2.9 38 QAM 256 4 6 170000000 2.9 39 QAM 256 5 7 178000000 2.9 39 QAM 256 6 8 186000000 3.1 39 QAM 256 7 9 194000000 3.4 39 QAM 256 8 10 202000000 3.5 39 QAM 256 9 11 210000000 3.7 39 QAM 256 10 12 218000000 3.8 39 QAM 256 11 13 226000000 3.8 39 QAM 256 12 14 234000000 4 40 QAM 256 13 15 242000000 4.2 40 QAM 256 14 16 250000000 4.3 40 QAM 256 15 17 258000000 4.4 40 QAM 256 16 18 266000000 4.5 40 QAM 256 17 19 274000000 4.4 40 QAM 256 18 20 282000000 4.4 40 QAM 256 19 21 290000000 4.6 40 QAM 256 20 22 298000000 5.1 41 QAM 256 21 23 314000000 6.1 41 QAM 256 23 24 322000000 6.1 41 QAM 256 24 25 330000000 6.2 41 QAM 256 25 26 338000000 6.4 41 QAM 256 26 27 346000000 6.5 41 QAM 256 27 28 354000000 6.4 41 QAM 256 28 29 362000000 6.2 41 QAM 256 29 30 370000000 6.1 41 QAM 256 30 31 378000000 6.1 41 QAM 256 31 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 41 375 0 2 Locked 38 6652919 5458 3 Locked 38 6640957 5206 4 Locked 38 6457185 4638 5 Locked 38 5433661 2087 6 Locked 39 4006994 528 7 Locked 39 3117115 164 8 Locked 39 2397449 59 9 Locked 39 2099358 24 10 Locked 39 1653793 4 11 Locked 39 1362592 19 12 Locked 39 926871 0 13 Locked 39 558761 0 14 Locked 40 252745 0 15 Locked 40 96232 0 16 Locked 40 34149 0 17 Locked 40 12895 0 18 Locked 40 5260 0 19 Locked 40 3444 0 20 Locked 40 3020 0 21 Locked 40 3152 0 22 Locked 41 1101 0 23 Locked 41 373 0 24 Locked 41 919 0 25 Locked 41 2793 0 26 Locked 41 5685 0 27 Locked 41 7123 0 28 Locked 41 6441 0 29 Locked 41 4235 0 30 Locked 41 2025 0 31 Locked 41 576 0 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 42 4.5 953315558 2 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 50 5120 QAM 32 1 1 43100000 50 5120 QAM 32 2 2 36600000 49.8 5120 QAM 32 3 3 30100000 49.5 5120 QAM 32 4 4 23600000 49.3 5120 QAM 32 9 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 3 0 1 ATDMA 0 0 1 0 2 ATDMA 0 0 1 0 3 ATDMA 0 0 11 0 4 ATDMA 0 0 5 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 12 10.4 45.5 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
